Overnight Dispatch Lead

Call the Car•Diamond Bar, CA

7d•Onsite

About The Position

BASIC JOB PURPOSE: Under the supervision of the Dispatch Manager, the Lead Dispatcher is primarily responsible for scheduling, dispatching, and coordinating fleet vehicles, along with maintaining excellent communication with transportation vendors. The role’s success is based on ensuring all trip assignments are executed with a high level of record accuracy, efficiency, and policy compliance.

Requirements

Must pass a Criminal Background Screening.
Must pass Government Exclusion List at time of hire and monthly thereafter.
Experience with the transportation industry and/or dispatch
Experience using PC software programs including but not limited to Bambi Dispatch, Microsoft Office (Word, Excel, etc.), Google Drive, and CTC Connect.
Must complete the Bambi Dispatch training.
Able to type at least 45 wpm.
Excellent customer service skills.
Ability to receive/make high volume of inbound/outbound calls in a high-volume call center.
Strong communication and interpersonal abilities.
High level of discretion and accuracy when handling confidential information.

Responsibilities

Creates and updates transportation reservations over the phone.
Verifies member appointment by confirming the date and time.
Reviews trips to ensure trips are only assigned to their specifically designated vendors (LOS, Space Type, Mobility Aid, etc.).
Researches and analyzes third-party trips to determine potential new routes to be created for new vehicles and presents suggestions to leadership.
Uses trip feedback provided by Dispatch II to improve and tailor scheduling for future scheduled trips.
Determines the best vehicle or vendor to assign a standing order.
Updates assigned vehicle/vendor identifiers on a standing order for scheduling by the Dispatch II role.
Reviews the work completed by Dispatch II for accuracy.
Verifies daily vendor trip volume to ensure it does not exceed any thresholds set by the Leadership team.
Coordinates driver schedules and manages Driver Time Off Request schedule sheet.
Manages driver home base, vehicle list sheets, and member hospital sheets.
Maintains the master vendor service area and level of service sheet as directed.
Monitors “No Show/Cancellation” log each day and adjusts schedules as needed.
Arranges dedicated events for clients.
Responsible for new dispatcher training.
Ensures that all dispatcher-related tasks are completed in a timely manner.
Provides phone support to assist Customer Service Representatives.
Acts as a backup for the Schedule Monitoring Specialist when position is unavailable and is temporarily responsible for the role until they return.
Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
Responsible for all tasks outlined in Dispatcher I job description and other duties as assigned by management.