Dispatcher - Courier Services

Lab Courier Dispatcher

Location: Trinity Health Ann Arbor Hospital

Status: Full time, 40 hours a week

Shift: 4:00pm-12:30am

POSITION PURPOSE

Under the direction of the department Manager or delegate, the Lab Courier Dispatcher coordinates routes, assigning tasks to drivers, and maintaining communication with various stakeholders to ensure smooth operations. The dispatcher must exhibit strong organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provides direction to transporters, including assignment of duties to best meet the need of the patient. Answers telephone request of departmental services. Prioritizes departmental response based on the nature of the request and demand. Prepares requisitions for transport of medical supplies, hospital equipment or rental equipment. Records activity on forms as required by the department.
• Route Coordination: Plan, create, and optimize daily courier routes for efficient and timely deliveries.
• Real-Time Monitoring: Track couriers via GPS/dispatch software, adjust routes, and provide updates on deliveries.
• Communication: Serve as the main point of contact between couriers, clients, and the lab team, ensuring clear communication and problem resolution.
• Compliance & Safety: Ensure adherence to healthcare transportation regulations (e.g., HIPAA) and specimen-handling protocols.
• Problem-Solving: Quickly address delivery issues or delays and resolve client complaints.

Supplemental Duties and Responsibilities

• Reporting: Maintain and generate reports on courier performance, delivery times, and service levels.
• Vehicle & Equipment Management: Coordinate vehicle maintenance and ensure couriers have the necessary equipment for safe specimen transport.
• Training & Auditing: Assist in courier training and conduct audits to ensure compliance with protocols.
• Administrative Tasks: Track courier schedules, mileage, fuel usage, and vehicle logs.

Education, Experience, and Licensure

• High school diploma required; associate degree or certifications in logistics or healthcare preferred.
• 2+ years in dispatching, preferably in healthcare or transportation logistics. Familiarity with medical courier services is a plus.

Required Skills and Abilities

• Communication Skills: Strong verbal and written communication skills for interacting with couriers, clients, and management.
• Organizational Skills: Ability to multitask, prioritize, and manage time-sensitive demands.
• Technical Proficiency: Experience with dispatch software, GPS tracking systems, and Microsoft Office.
• Problem-Solving: Ability to make quick, informed decisions under pressure.
• Regulatory Knowledge: Understanding of healthcare transportation compliance (e.g., HIPAA, specimen-handling protocols).

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.