Dispatch Manager

Dispatch Manager

Active Day has an available opportunity for a Dispatch Manager to join our team. APPLY TODAY!

The NEMT Dispatch Manager oversees the dispatch department for non-emergency medical transportation (NEMT) services. This role is responsible for managing dispatch staff, ensuring effective trip scheduling and real-time coordination, and maintaining high standards of on-time performance, customer service, and compliance. The Dispatch Manager works closely with drivers, operations leadership, brokers, and facilities to ensure safe and efficient transportation for all passengers.

Qualifications

• High school diploma or GED required; some college or formal training in transportation, logistics, or healthcare preferred.
• 3+ years of experience in dispatch, call center, NEMT, paratransit, or transportation operations required.
• 1–2+ years of supervisory or lead experience in a dispatch or call center environment strongly preferred.
• Experience with NEMT brokers, paratransit, or medical transportation contracts is a plus.

• Strong leadership, team-building, and coaching skills.
• Solid understanding of dispatch operations, trip scheduling, and routing principles.
• Proficiency with dispatch/scheduling software, GPS tools, and standard office applications (Excel, Word, email).
• Excellent communication skills (verbal and written) and a professional phone manner.
• Strong problem-solving and decision-making abilities in a fast-paced, time-sensitive environment.
• High attention to detail and accuracy in data entry, documentation, and reporting.

• Customer-service focused and compassionate toward the needs of passengers and healthcare partners.
• Calm, organized, and effective under pressure, especially during service disruptions or high call volume.
• Reliable, ethical, and committed to safety, compliance, and quality service.

• High call volume and real-time operational demands.
• Ability to work a flexible schedule: May require shift work, including early mornings, evenings, weekends, and holidays, as well as on-call support depending on operation size.
• Ability to speak clearly and hear well enough to perform dispatch and supervisory duties.

Job Responsibilities

• Oversee daily dispatch operations, including trip assignment, routing, and real-time monitoring.
• Ensure trips are scheduled and dispatched in accordance with company policies, broker rules, and regulatory requirements.
• Monitor live operations (late runs, no-shows, will-calls, add-ons) and direct dispatchers to make timely adjustments.
• Develop and implement routing strategies to improve on-time performance and reduce deadhead, mileage, and wait times.
• Hire, train, schedule, and supervise dispatchers and call-takers.
• Provide daily direction, coaching, and support to dispatch staff.
• Conduct regular performance evaluations and address performance or attendance issues as needed.
• Promote a positive team environment focused on communication, accountability, and customer service.
• Ensure dispatchers provide professional, courteous, and accurate information to drivers, passengers, facilities, and brokers.
• Handle escalated calls and complex service issues that dispatchers cannot resolve.
• Coordinate closely with Driver Management/Transportation Management on staffing, coverage, and service concerns.
• Support clear communication between dispatch, drivers, and other departments (Maintenance, HR, Billing, etc.).
• Ensure dispatch operations comply with HIPAA, ADA, DOT, state/local NEMT regulations, and broker guidelines.
• Verify that special needs (wheelchair, stretcher, bariatric, escorts, oxygen, etc.) are correctly noted and accommodated in scheduling.
• Support incident management by documenting and communicating service issues, accidents, or complaints to appropriate leadership.
• Reinforce safety protocols with dispatch staff and drivers (e.g., no routing drivers into unsafe conditions, proper trip notes, etc.).
• O versee effective use of dispatch software, GPS/AVL, and communication systems (phones, radios, tablets/apps).
• Identify and troubleshoot issues with systems and processes that affect dispatch performance.
• Develop or refine standard operating procedures (SOPs) for scheduling, will-calls, cancellations, and same-day changes.
• Participate in or lead projects to improve efficiency, service quality, and data accuracy.
• Track and analyze key metrics such as on-time performance, call answer times, hold times, trip denials, and dispatch errors.
• Provide regular reports and updates to Transportation Manager/Director of Operations.
• Use data to identify trends, training needs, and opportunities for process changes.
• Support contract and broker reporting requirements as needed.