Dispatch Manager
Active Day
**DAILY PAY AVAILABLE** Active Day has an available opportunity for a Regional Dispatch Manager to join our team. APPLY TODAY! Job Summary The Regional 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 scheduled: 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.
- 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.).
- Oversee 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.
Vacancy posted 4 days ago
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