Dispatch Coordinator

Aston Carter•Rockford, IL

5d•$20 - $20•Onsite

About The Position

The Dispatch Coordinator serves as the operational hub of a non-emergency medical transportation network, ensuring patients receive safe, timely, and reliable transportation to and from healthcare appointments. This role uses advanced routing and dispatch technology, including CTS TripMaster and AI-driven voice attendant systems, to monitor transportation requests, troubleshoot route and scheduling issues, support drivers, and manage customer concerns. The position is well-suited for someone who thrives in a fast-paced environment, enjoys problem-solving, and remains calm under pressure while balancing multiple priorities. You will play a vital role in supporting patient access to healthcare while contributing to the growth and efficiency of a stable and expanding transportation organization.

Requirements

Minimum 1 year of experience in a fast-paced customer service environment.
Minimum 1 year of experience working with CRM, dispatching, scheduling, or other computer-based operating systems.
Strong computer skills with the ability to learn new software quickly.
Proficiency in data entry and working within CRM and dispatch systems.
Excellent critical thinking and problem-solving skills for resolving transportation and service issues.
Strong organizational skills with the ability to manage multiple tasks and priorities in a high-volume environment.
Effective written and verbal communication skills for interacting with drivers, customers, and healthcare partners.
Professional, reliable, and customer-focused demeanor with a high level of accountability.
Experience in dispatch, logistics, or administrative and clerical support functions.
Working knowledge of Microsoft Office applications for everyday administrative tasks.

Nice To Haves

Previous experience in dispatching, logistics, transportation, call center operations, healthcare coordination, or operations roles.
Familiarity with CTS TripMaster, RouteGenie, MediRoutes, or similar routing and dispatch platforms.
Experience using Google Maps and route planning software to support efficient routing and scheduling.
Background in healthcare, medical transportation, or patient services.
Mechanical or automotive knowledge to assist with basic driver and vehicle-related troubleshooting.
Prior leadership, supervisor, or team lead experience, especially in operations or dispatch settings.
Ability to remain adaptable and resourceful in a dynamic environment with changing priorities.
Comfort coordinating people and resources to ensure operations run smoothly.
Demonstrated empathy and patience when assisting patients, customers, and drivers.
Interest in building a long-term career in operations, dispatching, or transportation management.

Responsibilities

Monitor and manage daily transportation operations using digital dispatch and routing software.
Analyze dispatch activity and respond promptly to service issues, cancellations, schedule changes, and transportation disruptions.
Return customer and driver voicemails in a timely manner and follow up on service-related concerns to ensure resolution.
Serve as the primary communication point between drivers, dispatch staff, healthcare facilities, and customers.
Investigate and resolve transportation issues using critical thinking, sound judgment, and available data.
Support drivers through chat, phone, and other communication platforms, providing guidance and problem-solving assistance.
Use mapping and routing tools, including Google Maps and CTS TripMaster, to plan and optimize transportation routes.
Track, update, and document transportation activities within CRM and dispatch systems to maintain accurate records.
Escalate service concerns appropriately and recommend process improvements to enhance operational efficiency and service quality.
Maintain professionalism, empathy, and composure when handling patient or customer complaints and sensitive situations.
Assist leadership with operational oversight, reporting, and special projects as assigned.
Collaborate with a small team of dispatchers to ensure consistent coverage and smooth day-to-day operations.
Contribute to a culture of safety, reliability, and continuous improvement within the dispatch and transportation team.