Dispatch Manager

Job Summary The Dispatch Manager oversees the dispatch department for non-emergency medical transportation 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, paratransit, or transportation operations required. 1–2+ years of supervisory or lead experience in a dispatch or call center environment strongly preferred. Experience with 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.   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.). 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.