Dispatcher

About the Role We are looking for an organised, proactive, and detail-oriented Dispatcher to coordinate non-emergency medical transportation (NEMT) services for patients and members in the United States. In this role, you will be responsible for coordinating transportation requests, assigning trips to drivers, monitoring journeys in real time, and ensuring that members arrive at their destinations safely and on time. You will act as the central point of communication between drivers, healthcare facilities, scheduling teams, and other stakeholders to keep daily transportation operations running smoothly. The ideal candidate has experience in dispatch, logistics, or transportation coordination and can think on their feet when schedules change or unexpected issues arise. You should be comfortable working across multiple systems, managing competing priorities, and communicating clearly and professionally in a fast-paced environment. Requirements Key Responsibilities Trip Intake & Scheduling Receive and review transportation requests through systems such as Zoho Desk and MOVI. Verify trip details, including pickup and drop-off locations, appointment times, service requirements, and any special accommodations. Confirm trip readiness, eligibility, and required authorisations in line with company procedures. Identify missing information or scheduling conflicts before trips are assigned. Driver Coordination Assign trips to drivers based on availability, location, vehicle suitability, and service requirements. Communicate trip details, special instructions, and schedule changes clearly to drivers. Monitor driver availability and trip progress throughout the day. Coordinate adjustments when drivers become unavailable or transportation needs change. Real-Time Dispatch Management Monitor active trips and track on-time performance. Respond promptly to delays, cancellations, driver no-shows, vehicle breakdowns, and missed pickups. Provide routing guidance and support to drivers when needed. Communicate transportation updates and estimated arrival times (ETAs) to healthcare facilities, medical offices, staff, and family members. Coordinate return trips, facility wait times, and same-day transportation changes. Resolve service concerns professionally while prioritising member safety and continuity of service. Documentation & System Updates Update trip statuses accurately in dispatch and transportation management systems. Record delays, cancellations, incidents, and...

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