Dispatcher

Active Day•Owensboro, KY

13d

About The Position

The Dispatcher directs day-to-day route and trip operations and helps ensure safe, cost-effective, and on-time transportation. The role coordinates and monitors non-emergency medical transportation services so clients can travel to and from medical appointments safely, on time, and in accordance with company and regulatory standards. Duties include scheduling trips, assigning drivers, maintaining communication, and resolving operational issues in a fast-paced, high-volume call environment. The Dispatcher communicates with drivers, clients, and facilities, maintains accurate records, and follows client, company, NEMT, and HIPAA procedures. Professionalism, composure, and customer-service skills are especially important during stressful or time-sensitive situations. The position supports personalized, compassionate transportation service for seniors and adults with special needs. The posting describes a flexible schedule that may include early mornings, late evenings, weekends, or holidays depending on business needs.

Requirements

High school diploma or GED required.
Strong organizational skills and the ability to multitask in a fast-paced, time-sensitive environment.
Excellent verbal and written communication skills and a professional phone manner.
Strong problem-solving and decision-making skills under pressure.
Basic geographic knowledge of the service area and ability to read maps or use GPS.
Proficiency with dispatch software, scheduling systems, and standard office applications.
High attention to detail and accuracy in data entry and documentation.
Customer-service orientation and compassion when working with passengers and families.
Reliability, punctuality, and ability to handle shift work as needed.
Ability to work a flexible schedule, which may include early mornings, late evenings, weekends, or holidays depending on business needs.
Ability to handle a high volume of calls and time-sensitive tasks while maintaining focus and composure.
Ability to speak clearly and hear well enough to perform dispatch and customer-service duties.
Team-oriented, positive, and solutions-focused attitude.

Nice To Haves

Additional education in transportation, healthcare, or a related field.
Two or more years of experience in transportation routing, dispatching, and scheduling; strongly preferred.
Experience in NEMT, EMS, or healthcare-related transportation; highly desirable.

Responsibilities

Receive and process trip requests from clients, facilities, brokers, and software platforms.
Schedule, modify, and cancel trips in the dispatch system.
Assign trips to drivers based on location, availability, vehicle type, and client needs.
Optimize routes to improve on-time performance and reduce wait times and mileage.
Serve as the primary point of contact for drivers, clients, and facilities during active trips.
Provide clear, timely instructions to drivers by phone, radio, or dispatch software.
Answer incoming calls, respond to inquiries, and provide trip status updates.
Handle complaints and service issues professionally, escalating them when appropriate.
Monitor trip status, driver locations, and schedules using dispatch and GPS software.
Track late, no-show, or missed trips and take corrective action to minimize disruptions.
Ensure special needs, including wheelchair, stretcher, bariatric, and escort requirements, are documented and accommodated.
Coordinate backup vehicles or trips when breakdowns, delays, or driver shortages occur.
Document trips, changes, incidents, and communications accurately in the dispatch system.
Follow NEMT, HIPAA, and company policies for privacy, safety, and documentation.
Verify eligibility, trip authorization numbers, and billing-related information when required.
Assist with reporting and data entry related to on-time performance, trip volume, and incident logs.
Work with drivers, supervisors, and operations managers to maintain smooth daily operations.
Participate in shift handoffs to ensure continuity of information and coverage.
Provide feedback on recurring issues, system problems, and process improvements.
Track and report sign-in and sign-out times and communicate service issues to appropriate personnel.