Dispatch Supervisor (Remote)

Pyramid Healthcare•Altoona, PA

4d•Remote

About The Position

The Dispatch Supervisor provides day-to-day leadership and operational oversight for Client Transportation dispatch functions. This position ensures safe, timely, efficient transportation coordination; accurate documentation; appropriate staffing and workflow coverage; strong cross-departmental communication; and consistent performance management, quality monitoring, and process improvement. Directly supervises Dispatch staff and Team Leads. Responsibilities include interviewing and selection, onboarding, training, scheduling, assigning work, coaching, recognizing performance, evaluating employees, addressing concerns, and administering corrective action in accordance with company policy.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Logistics, Operations Management, Human Services, or a related field preferred.
A minimum of three years of experience in dispatch, transportation coordination, healthcare operations, call-center operations, or a related field is preferred.
Previous supervisory or leadership experience is preferred.
Experience with transportation routing, CRM, telephony, work-management, reporting, or non-emergency medical transportation platforms is preferred.
Knowledge of CARF standards and behavioral healthcare transportation practices is preferred.
Excellent oral and written communication, interpersonal, coaching, conflict-resolution, organizational, and time-management skills.
Strong leadership and performance-management skills with the ability to coach staff, establish expectations, and promote accountability.
Ability to analyze operational information, reports, and KPI dashboards, identify trends or root causes, and implement practical solutions.
Working knowledge of dispatch technology, transportation workflows, workforce scheduling, quality auditing, and documentation standards.
Ability to prioritize competing operational needs and respond appropriately to high-volume periods, service disruptions, crisis situations, and changing business needs.
Ability to build collaborative relationships across departments and effectively resolve or escalate operational concerns.
Working knowledge of applicable federal and state standards and regulating-body and compliance requirements.

Responsibilities

Provide direct supervision, coaching, performance management, and development for Dispatch staff and Team Leads.
Oversee daily dispatcher, ETA communication, facility request, and Modivcare functions to ensure clear ownership, appropriate coverage, and effective handoffs.
Monitor transportation operations to support accurate scheduling, efficient routing, appropriate driver utilization, timely request completion, and proactive communication.
Coordinate staffing schedules, PTO and call-out coverage, workflow assignments, and contingency plans to maintain operational continuity.
Prioritize same-day admissions and urgent transportation needs and provide escalation support for service disruptions, capacity constraints, and unresolved requests.
Monitor workflow, service levels, call performance, documentation, and staff availability through approved systems, including MediRoutes, Salesforce, Smartsheet, Five9, Uber Health, Modivcare/TripCare, and Power BI.
Ensure transportation requests, client records, trip details, call dispositions, status updates, completion notes, and client communications are accurate and timely.
Investigate transportation complaints, driver concerns, client incidents, service failures, and operational disruptions, ensuring timely resolution and required documentation.
Ensure compliance with emergency, incident, accident, elopement, nonresponsive-client, safety, privacy, and escalation procedures.
Conduct quality audits, review KPI dashboards and scorecards, identify trends, and implement coaching, recognition, corrective action, or process-improvement plans.
Lead huddles, shift handoffs, operational reviews, supervision meetings, onboarding, training, and department improvement initiatives.
Partner with Admissions, Facilities, Marketing, Nursing, driver leadership, and other departments to resolve barriers and improve the client transportation experience.
Must exercise discretion and maintain confidentiality with regard to all company information.
Completion of all required trainings as designated by the company and accreditation/licensing entities.
Other duties as assigned.