Customer service lead/ Dispatch

POSITION SUMMARY

The Customer Service Lead / Dispatcher is responsible for coordinating daily transportation operations while providing professional, responsive, and compassionate customer service to members, drivers, healthcare facilities, transportation brokers, and other business partners.

This position serves as a key communication link between the office, drivers, and members. The Customer Service Lead / Dispatcher helps ensure that trips are completed safely, on time, efficiently, and according to company and contractual requirements.

As a lead position, this employee is also expected to support other customer service and dispatch staff, assist with problem-solving, monitor daily performance, and promptly escalate serious operational or safety concerns to management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Dispatch & Daily Operations

• Coordinate and monitor daily NEMT trips and driver assignments.
• Review scheduled trips and identify potential scheduling conflicts or coverage issues.
• Communicate trip assignments, changes, cancellations, and updates to drivers.
• Monitor drivers throughout the day to support timely member pick-ups and drop-offs.
• Coordinate return rides and will-call transportation.
• Assist with last-minute transportation requests and schedule changes.
• Reassign trips when necessary to maintain reliable service.
• Immediately communicate significant delays or service disruptions to the appropriate parties.
• Maintain effective communication with management regarding daily operational issues.

2. Customer Service Leadership

• Provide courteous, respectful, and professional service to every member.
• Answer incoming calls and respond appropriately to member questions and transportation concerns.
• Assist with complaints and service issues while maintaining professionalism.
• Follow up on unresolved customer service concerns.
• Support and guide customer service staff in handling difficult or unusual situations.
• Help ensure consistent customer service standards throughout the office.
• Escalate serious complaints, safety concerns, or incidents to management.

3. Driver Communication & Support

• Maintain professional communication with drivers throughout their shifts.
• Provide drivers with accurate trip information and operational instructions.
• Assist drivers with locating members, facilities, and pick-up/drop-off locations.
• Monitor reported delays, no-shows, cancellations, and other trip-related issues.
• Remind drivers to follow company procedures and documentation requirements.
• Report repeated driver performance, attendance, communication, or service concerns to management.

4. Trip Monitoring & On-Time Performance

• Monitor transportation schedules to help maintain strong on-time performance.
• Identify trips that may be at risk of being late.
• Take reasonable corrective action before a delay results in a missed appointment.
• Coordinate available drivers and vehicles efficiently.
• Help minimize unnecessary member wait times.
• Notify management when operational conditions could negatively affect service.

5. Documentation & Reporting

• Maintain accurate dispatch notes and transportation records.
• Document trip changes, cancellations, no-shows, delays, complaints, and incidents.
• Complete required daily reports accurately and on time.
• Maintain organized electronic and physical records as required.
• Assist management with gathering documentation for transportation brokers or business partners when requested.
• Protect confidential member and company information.

6. Safety & Compliance

• Promote safety as the company's highest operational priority.
• Immediately report accidents, incidents, unsafe driving concerns, member safety concerns, or emergencies to management.
• Follow company policies, procedures, and applicable NEMT requirements.
• Maintain member confidentiality and comply with applicable privacy and HIPAA requirements.
• Never instruct a driver to compromise safety in order to meet a transportation schedule.

7. Team Leadership

• Serve as a resource for dispatch and customer service staff during daily operations.
• Help train and support new office employees as assigned.
• Encourage teamwork, accountability, and professional communication.
• Help management identify operational problems and recommend improvements.
• Assist with maintaining an organized and professional office environment.
• Support company growth by helping improve customer satisfaction, operational efficiency, and service reliability.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required.
• Customer service, dispatch, transportation, healthcare, logistics, or office experience preferred.
• Previous leadership or supervisory experience preferred.
• Strong verbal and written communication skills.
• Strong organizational and problem-solving abilities.
• Ability to manage multiple responsibilities in a fast-paced environment.
• Ability to remain calm and professional during stressful situations.
• Basic computer, email, telephone, and office software skills.
• Ability to maintain confidential information.
• Dependable attendance and punctuality.

PREFERRED QUALIFICATIONS

• Previous NEMT dispatch experience.
• Experience working with transportation brokers or healthcare transportation programs.
• Knowledge of dispatching, routing, scheduling, and trip-management systems.
• Experience supervising or leading customer service or dispatch employees.

PERFORMANCE EXPECTATIONS

The Customer Service Lead / Dispatcher is expected to:

• Maintain professional and respectful communication.
• Help achieve reliable and on-time transportation service.
• Respond promptly to operational problems.
• Maintain accurate documentation.
• Demonstrate leadership and accountability.
• Protect confidential member information.
• Promote teamwork among drivers and office personnel.
• Follow management instructions and company policies.
• Prioritize member and driver safety at all times.
• Contribute to the continued growth and professional reputation of Rapid Care Innovation Transport, LLC.

WORKING CONDITIONS

This position primarily operates in an office and dispatch environment and requires frequent telephone and computer use. The employee must be able to manage multiple communications and operational priorities simultaneously.

Work schedules may vary depending on transportation demand, member appointment schedules, staffing needs, and company operations.