Dispatcher - Transportation

Southeastern Integrated Care•Pembroke, NC

16h

About The Position

The Transportation Dispatcher schedules and dispatches vehicles to safely transport clients to and from medical appointments on time. The role assesses scheduling needs and adjusts plans based on passenger counts, driver availability, trip length, and appointment times. Dispatchers work as part of a team to meet Transportation Services benchmarks and support a caring environment for non-emergency clients, with a focus on removing barriers to recovery for clients served by Southeastern Life Center. The Dispatcher coordinates daily and weekly schedules, assigns trips to drivers, manages last-minute requests, resolves disruptions, communicates with drivers, maintenance, customers, and other departments, and prepares accurate reports and paperwork. The role supports client and driver safety, follows applicable state and federal regulations including Department of Transportation requirements, maintains current information in software systems, follows up on accidents and incidents, coordinates transportation with community providers under contractual agreements, and may provide transportation services when staffing vacancies arise. The position also requires protecting confidential information, participating in staff development or further training as required, and working as part of an interdisciplinary healthcare team. The Dispatcher should communicate appropriately with adolescent, adult, and geriatric patients and demonstrate relevant competence before performing equipment-related tasks independently.

Requirements

Good people skills and a caring, polite manner.
Valid North Carolina driver's license with no more than three penalty points.
Strong operations experience.
Excellent communication skills and ability to interact with all levels of personnel.
Ability to work harmoniously and effectively with staff, customers, contractors, suppliers, vendors, colleagues, and management.
Attention to detail and organizational skills.
Ability to set and manage changing priorities, with good time management and multitasking skills.
Effective problem-resolution skills.
Excellent customer service skills.
Computer experience and familiarity with Microsoft Office, with the ability to learn and use new computer programs.
Experience with routing, GPS software, and other relevant software platforms.
Ability to work as a member of an interdisciplinary healthcare team, focusing on clients' recovery and mental health.
Ability to apply age-appropriate communication and clinical-practice principles relevant to adolescent, adult, and geriatric patients.
Experience with mental illness and/or substance abuse, including activities therapy, group psychoeducational counseling, and/or milieu therapy.
Demonstrated competence in the use of equipment and application of procedures before working independently.
Required certifications and training include PASS Basic, PASS Wheelchair, First Aid/CPR, Defensive Driving, ADA training, Emergency Procedures for Vehicle Operations training, and a drug test, with the specified completion deadlines.

Nice To Haves

Previous driving experience in patient transport.
Automotive maintenance experience.

Responsibilities

Coordinate daily and weekly transportation schedules and inform drivers of their assignments.
Schedule last-minute trips so clients can reach appointments on time.
Resolve trip disruptions, such as vehicle problems or roadway closures, to limit disruption and ensure clients arrive safely and on time.
Communicate with maintenance staff about vehicle availability and expected returns of out-of-service vehicles.
Communicate with drivers to monitor trip progress and respond to customer questions, arrival-time confirmations, and complaints.
Provide detailed activity reports to help assess inefficiencies and complete required paperwork accurately and on time.
Consider driver rest limits and other safety factors when preparing schedules, and determine appropriate responses to roadway situations, including obtaining emergency assistance when needed.
Comply with state and federal regulations, including Department of Transportation requirements.
Maintain up-to-date data in appropriate software systems.
Follow up on transportation accidents and incidents and prepare investigative reports as needed.
Coordinate transportation services with community providers through contractual agreements.
Provide transportation services as a fill-in when needed due to staff vacancies.
Report facts concerning accidents or incidents to control and hospital personnel in accordance with organizational policy.
Participate in staff development programs and undertake further training when required.
Protect patient and employee personal information from disclosure to unauthorized personnel.
Perform other duties as assigned.