Medical Courier Dispatcher

NOVO•Richmond, VA

26d•Onsite

About The Position

NOVO Health Services provides linen management solutions to the healthcare industry, with a focus on safety, infection control, and value-driven linen utilization. The Medical Courier Dispatcher monitors and manages scheduled and on-demand medical courier runs, coordinating transportation requests and helping ensure service requirements and delivery timelines are met. The role is based on-site in NOVO’s Richmond, Virginia office and is not remote. The dispatcher monitors the Transportation Management System (TMS) for orders, run statuses, delays, exceptions, and completed deliveries; communicates with hospitals, healthcare facilities, customers, couriers, vendors, and internal operations personnel; verifies pickups and deliveries; and provides delivery confirmations and proof-of-delivery information. The dispatcher identifies and addresses service disruptions, maintains accurate dispatch and customer records, and completes written and verbal end-of-shift reports to support continuity of operations. Additional duties include coordinating courier coverage and workload, assisting with schedule and assignment changes, escalating service failures and unresolved issues, supporting operational reporting and administrative functions, and performing other dispatch or operations 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 factors 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 simultaneously 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 interaction with hospital personnel, healthcare customers, vendors, couriers/drivers, and company leadership.
Ability to manage multiple scheduled and on-demand transportation requests simultaneously with accuracy and attention to detail.
Ability to accurately verify pickups, deliveries, proof-of-delivery information, and courier status throughout the assigned shift.
Strong organizational and time-management skills and ability to work effectively 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; this is an in-office position, not a remote position.

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/receiving areas, and common hospital pickup and delivery procedures.
Experience in a high-volume or 24/7 transportation, healthcare logistics, courier, or dispatch operation.
Experience using TMS to monitor, dispatch, track, and document transportation activity.
Experience handling proof-of-delivery documentation, customer service requirements, delivery exceptions, and service recovery situations.
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 meeting service requirements and delivery timelines.
Monitor the TMS for new 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 completion, 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.
Maintain timely and professional communication among customers, hospitals, couriers/drivers, vendors, and internal operations personnel.
Identify potential delays, route disruptions, missed pickups, delivery concerns, and other operational issues affecting customer service.
Coordinate solutions to service issues, including communicating with couriers, adjusting assignments, updating customers, and escalating concerns to management as needed.
Maintain accurate records of dispatch activity, customer communications, delivery statuses, service exceptions, and operational issues.
Complete an accurate end-of-shift report covering operational activity, outstanding runs, service issues, customer concerns, and follow-up items.
Provide a verbal end-of-shift report by phone to the appropriate manager or incoming operations/dispatch personnel.
Maintain dispatch notes, timestamps, customer communications, service updates, and exception documentation in applicable systems.
Assist with courier/driver coordination, route coverage, schedule adjustments, and workload distribution based on operational needs.
Monitor active courier assignments and assist with reassignment or coverage when delays, calloffs, vehicle issues, or other disruptions occur.
Escalate service failures, customer concerns, technology issues, missed service requirements, and unresolved delivery exceptions to management.
Help maintain organized electronic records, proof-of-delivery documentation, customer correspondence, and other operational records.
Support daily operational reporting and administrative functions associated with dispatch and courier operations.
Provide professional customer service and operational support during high-volume periods and changing service demands.
Perform other dispatch, administrative, and operational duties as assigned based on business needs.