Dispatcher

Job Summary

NEMT Dispatchers coordinate and monitor non-emergency medical transportation services for clients, ensuring that our clients get to and from medical appointments safely, on time, and in accordance with company and regulatory standards. This role involves scheduling trips, assigning drivers, maintaining constant communication, and resolving day-to-day issues in a fast-paced environment.  The NEMT Dispatcher must have strong communication and customer service skills in a high volume call environment.  NEMT Dispatchers must be able to maintain composure and professionalism at all times, and especially when under stressful and/or time-sensitive situations.  

Qualifications

High school diploma or GED required; additional education in transportation, healthcare, or a related field is a plus.

2+ years in transportation routing, dispatching and scheduling expertise strongly preferred.

Experience in NEMT, EMS, or healthcare-related transportation is highly desirable.

Strong organizational skills demonstrated by the ability to effectively multitask and work in a fast-paced, time-sensitive environment.

Excellent communication skills (verbal and written), with a professional phone manner.

Strong problem-solving and decision-making skills under pressure.

Basic geographic knowledge of the service area and ability to read maps/ use GPS.

Proficiency with dispatch software, scheduling systems, and standard office applications.

High attention to detail and accuracy in data entry and documentation.

Customer-service oriented and compassionate when working with passengers and families.

Reliable, punctual, and able to handle shift work (evenings, weekends, and holidays, as needed).

Team player with a positive, solutions-focused attitude.

Ability to work a flexible schedule; may include early mornings, late evenings, weekends, or holidays depending on business need.

Ability to handle a high volume of calls and time-sensitive tasks requiring sustained focus and composure.

Ability to speak clearly and hear well enough to perform dispatch and customer service duties.

Job Responsibilities

Receive and process trip requests from clients, facilities, brokers, and/or software platforms.

Schedule, modify, and cancel trips in the dispatch system as needed.

Manage diver schedules: Assign trips to drivers based on location, availability, vehicle type, and client needs.

Optimize routes to improve on-time performance and reduce wait times and mileage.

Serve as the primary point of contact for drivers, clients, and facilities during active trips.

Provide clear and timely instructions to drivers via phone, radio, or dispatch software.

Answer incoming calls, respond to inquiries, and provide status updates on trips.

Handle complaints or service issues professionally, escalating as appropriate.

Monitor real-time trip status, driver locations, and schedules using dispatch/ GPS software.

Track late, no-show, or missed trips and take corrective action to minimize service disruptions.

Ensure that special needs (wheelchair, stretcher, bariatric, escort, etc.) are correctly documented and accommodated.

Coordinate backup vehicles or trips in the event of breakdowns, delays, or driver shortages.

Accurately document all trips, changes, incidents, and communications in the dispatch system.

Follow NEMT, HIPAA, and company policies related to privacy, safety, and documentation.

Verify eligibility, trip authorization numbers, and billing-related information when required.

Assist with reporting and data entry related to on-time performance, trip volume, and incident logs.

Work closely with drivers, supervisors, and operations managers to maintain smooth daily operations.

Participate in shift handoffs to ensure continuity of information and coverage.

Provide feedback on recurring issues, system problems, or process improvements.