Medical Courier Dispatcher

Novo Building Products•Richmond, VA

26d•Onsite

About The Position

NOVO Health Services is seeking a Medical Courier Dispatcher to coordinate scheduled and on-demand medical courier services from its Richmond, Virginia office. The dispatcher monitors transportation activity in the Transportation Management System (TMS), arranges and prioritizes customer requests, tracks pickups and deliveries, communicates with hospitals, customers, couriers, vendors, and internal personnel, and works to meet service requirements and delivery timelines. This is an in-office position and is not remote. The role requires monitoring for delays, route disruptions, missed pickups, and other service issues; coordinating solutions and escalating concerns when needed; maintaining accurate operational records and proof-of-delivery documentation; and preparing written and verbal end-of-shift reports. The dispatcher also supports driver coordination, route coverage, schedule adjustments, reporting, and other dispatch and administrative duties as assigned.

Requirements

Strong working knowledge of Richmond, Virginia, and the surrounding service area, including local geography and potential transportation delays.
Ability to identify and account for traffic congestion, construction, weather, hospital access restrictions, road closures, and other circumstances affecting courier service.
Demonstrated proficiency with Transportation Management Systems (TMS), dispatch software, web-based applications, email, and standard office computer systems.
Multiple years of relevant professional experience in office-based dispatch, logistics coordination, transportation operations, courier operations, or a comparable fast-paced operational environment.
Strong computer skills and ability to navigate multiple systems and applications while monitoring active transportation activity.
Ability to problem-solve, prioritize competing service requests, make timely operational decisions, and escalate issues appropriately.
Strong written and verbal communication skills for professional interactions with hospital personnel, healthcare customers, vendors, couriers or drivers, and company leadership.
Ability to manage multiple scheduled and on-demand transportation requests simultaneously with accuracy and attention to detail.
Ability to verify pickups, deliveries, proof-of-delivery information, and courier status throughout the assigned shift.
Strong organizational and time-management skills and ability to work in a fast-paced, time-sensitive transportation environment.
Dependability and ability to maintain professional communication and accurate operational documentation throughout the assigned shift.
Ability to work on-site in the Richmond, Virginia office.

Nice To Haves

Previous medical courier, healthcare logistics, courier dispatch, last-mile delivery, or time-sensitive transportation experience.
Previous experience dispatching or coordinating both scheduled and on-demand courier services.
Familiarity with Richmond-area hospitals, healthcare facilities, medical campuses, loading and receiving areas, and common hospital pickup and delivery procedures.
Experience in a high-volume or 24/7 transportation, healthcare logistics, courier, or dispatch operation.
Previous experience using a TMS to monitor, dispatch, track, and document transportation activity.
Experience with proof-of-delivery documentation, customer service requirements, delivery exceptions, and service recovery.
Knowledge of professional communication standards when working with hospitals, healthcare facilities, medical personnel, vendors, and transportation providers.

Responsibilities

Monitor and manage scheduled and on-demand medical courier runs throughout the assigned shift.
Schedule, coordinate, prioritize, and dispatch transportation requests while ensuring service requirements and delivery timelines are met.
Monitor the Transportation Management System (TMS) for orders, scheduled runs, on-demand requests, status changes, delays, exceptions, and completed deliveries.
Communicate with hospitals, healthcare facilities, customers, couriers, vendors, and internal operations personnel to coordinate pickups and deliveries.
Verify courier arrivals, pickups, delivery completions, and status updates in the TMS.
Provide delivery confirmations, proof-of-delivery documentation, and other required service information to hospitals and designated customer contacts by email.
Monitor service activity and identify potential delays, route disruptions, missed pickups, delivery concerns, and other operational issues.
Coordinate solutions to service issues, including communicating with couriers, adjusting assignments, updating customers, and escalating concerns to management.
Maintain accurate dispatch activity records, customer communications, delivery statuses, service exceptions, timestamps, and operational issue documentation.
Complete an accurate end-of-shift report and provide a verbal report by phone to the appropriate manager or incoming operations or dispatch personnel.
Assist with courier and driver coordination, route coverage, schedule adjustments, workload distribution, and reassignment or coverage during operational disruptions.
Escalate service failures, customer concerns, technology issues, missed service requirements, and unresolved delivery exceptions to management.
Maintain organized electronic records, proof-of-delivery documentation, customer correspondence, and other operational records.
Support operational reporting and administrative functions, provide customer service during high-volume periods, and perform other duties as assigned.