Dispatch Manager

The NEMT Broker Dispatch Manager oversees daily transportation scheduling and dispatch operations for MediTrans brokerage. This role ensures timely, compliant, and cost-effective trip coordination between members, transportation providers, and healthcare facilities. The Dispatch Manager leads a team of dispatchers, monitors performance, and serves as a primary escalation point for operational issues, while ensuring adherence to contractual, regulatory, and quality standards. Key Responsibilities Operational Management Oversee daily trip scheduling, routing, and dispatching across multiple providers. Manage same-day and urgent trip requests, cancellations, and reassignments. Ensure provider coverage and balanced distribution of trips according to contracts and performance. Monitor trips in real-time to address service interruptions, vehicle breakdowns, and member concerns. Supervise and train dispatch staff, ensuring adherence to SOPs and service standards. Develop staffing schedules to maintain adequate coverage and operational efficiency. Provide ongoing coaching and feedback to improve dispatcher performance. Provider & Member Relations Act as liaison between providers and the brokerage for trip issues. Resolve escalated service complaints and member concerns quickly and professionally. Collaborate with provider network management to ensure providers meet performance standards. Compliance & Reporting Ensure dispatch operations comply with state, Medicaid/Medicare, and broker contract requirements. Track and report on KPIs such as on-time performance, call handling time, and trip completion rates. Participate in audits, quality assurance, and corrective action plans. On-Time Performance (OTP): % of trips picked up on time. Call Handling: Average speed to answer, call abandonment rate, call resolution. Trip Completion Rate: % of assigned trips successfully completed. Dispatch Accuracy: % of trips correctly scheduled and assigned without rework. Complaint Resolution: % and speed of member/provider issues resolved. Efficiency Metrics: Dispatcher productivity, trips managed per staff member, cost per trip. Qualifications 3–5 years of experience in dispatch, transportation logistics, or call center management (NEMT preferred). Strong knowledge of Medicaid/Medicare NEMT regulations and broker requirements. Leadership experience managing dispatch or call center staff. Proficiency with NEMT dispatching software (e.g., NovusMed, Routematch, MediRoutes platforms). Excellent communication, problem-solving, and crisis management skills. Ability to work in a high-volume, fast-paced environment with shifting priorities. Compensation & Incentives (example framework) Base Salary: DOE annually (depending on broker size & region). Performance Bonus: Based on OTP, complaint reduction, and operational efficiency. Incentives: Annual retention bonus tied to provider and member satisfaction scores. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Truck Transportation #J-18808-Ljbffr