Dispatch Manager

Active Day

Location: United States

**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. 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. #INDADL01

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