Dispatcher

Summary : The Foothills Express Dispatcher will coordinate trips for passengers, assign trips and provide logistical assistance to drivers, and ensure trips are completed timely and efficiently, all with a high degree of professionalism and customer service.


Essential Duties:

1. Operate agency phone lines efficiently and courteously to assist customers with medical and non-medical trip requests and accurately calculate mileage to provide precise trip cost estimates.

1. Provide courteous customer service through email and in person with customers.

1. Complete all tasks and paperwork in a timely manner with efficiency and accuracy.

1. Build and maintain a positive rapport with customers, fellow dispatchers, and drivers.

1. Communicate effectively with other dispatchers to ensure accurate follow-up on all items before and after each shift.

1. Accurately input and schedule all non-Medicaid trips for the transportation department.

1. Communicate regularly with the Operations Manager and Transportation Director for the department to run efficiently.

1. Communicate schedule and route changes to drivers promptly and clearly; and effectively readjust or reassign trips as needed in response to delays or operational changes.

1. Ability to review the Trip Portal and efficiently add rides into same-day scheduled as needed.

1. Manage and resolve in-person and telephone inquiries relating to the Transportation Department in a professional manner.

1. Abide by all confidentiality regulations concerning passenger information (HIPAA).

1. Inform Management of passenger issues/concerns, route and traffic delays, driver call outs, and vehicle needs/issues.

1. Report ALL vehicle incidents and accidents to the Operations Manager and Transportation Director.

1. Comply with all applicable local, state, and federal transportation regulations relating to dispatching, vehicle operation and safety-sensitive employees.

1. Provide after-hours services and rotate on call, weekend, and holiday services when assigned to do so.

1. Attend all mandatory/applicable training sessions (i.e., First Aid/CPR, Bloodborne Pathogen), employee meetings, etc.

1. Handle any emergency in a calm and professional manner in accordance with agency policies.

1. Maintain an office environment that is clean, professional, and conducive to everyone around you.

1. Submit to pre-employment and random drug tests.

1. Perform duties as a Driver/Operator as needed.

1. Perform other duties as assigned.

Education, Experience and Training:

High School Diploma or equivalent; college level course work or degree preferred. Computer knowledge and experience with word processing, spreadsheets, and database management. Must be familiar with all aspects of transportation delivery and invoicing. Should have the ability to communicate well both verbally and in writing.


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position requires occasional or frequent moderate physical activity. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk, climb, balance, stoop, kneel, crouch, crawl, and use hands to manipulate, handle or feel; and reach with hands and arms. The employee is occasionally required to lift and/or exert force up to 50 pounds.


Other Requirements:

Must have a valid driver's license and the flexibility and willingness to change schedules and duties as needed according to staff availability. Must be willing to travel the service area as needed. Travel is primarily local or within the service area during the business day, although some out-of-the-area and overnight travel may be expected. Agency policy regarding drug and alcohol testing and criminal background checks applies to this position.


Must maintain a high level of professionalism, demonstrated by a positive attitude, ability to function as a team member, and a commitment to the overall mission of the agency.