Routing Supervisor

SafeRide Health•San Antonio, TX

1d•Onsite

About The Position

We are looking for an experienced Routing (Dispatch) Supervisor to lead our growing routing team in San Antonio, TX! This role involves leading, coaching, and developing a team of Routing (Dispatch) Coordinators responsible for routing and dispatching advance notice and short notice trip requests. The supervisor will oversee daily routing and dispatch operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts. Key responsibilities include monitoring live trip monitoring dashboards, serving as the escalation point for real-time trip recovery, and ensuring cost-effective routing. The role also involves managing team scheduling, conducting quality assurance reviews, onboarding and training new coordinators, analyzing performance data for process improvements, and reporting on team KPIs to operations leadership. Collaboration with cross-functional teams such as Network Management, Provider Relations, and Contact Center is also a key aspect of this position. Other duties as assigned.

Requirements

High school diploma or equivalent
Minimum of three (3) years transportation/delivery logistics experience, including at least one (1) year in a lead or supervisory role
Experience with transport management systems
Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment
Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high stress environment
Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone
Sound judgment and decisiveness when managing escalations and competing real-time priorities
Ability to delegate effectively while maintaining ownership of team outcomes
Strong analytical skills with the ability to interpret operational data and translate it into action
Exceptional interpersonal skills, customer service, problem solving, and conflict resolution
Ability to adapt to unforeseen circumstances quickly and lead a team through change
Must be able to pass criminal background record check
Must be US Citizen

Nice To Haves

Associate's or Bachelor's degree preferred
Knowledge of Medicaid NEMT guidelines
Knowledge of Texas transit systems and providers
Prior inbound call center or dispatch center leadership experience
Experience with workforce management, scheduling, and QA tools
Bilingual Spanish

Responsibilities

Lead, coach, and develop a team of Routing (Dispatch) Coordinators responsible for routing and dispatching advance notice and short notice trip requests
Oversee daily routing and dispatch operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts
Monitor live trip monitoring dashboards and team performance against on-time performance targets, intervening when metrics fall below standard
Serve as the escalation point for real-time trip recovery, resolving complex or high-impact issues with transportation providers and healthcare facilities
Ensure trips are routed to the most cost-effective mode of transportation and audit for mode of transport errors, driving corrective action and retraining as needed
Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted dispatch operations
Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching and corrective action in partnership with leadership and HR
Onboard and train new Routing Coordinators and maintain up-to-date training materials and SOPs
Analyze routing and performance data to identify trends and lead process improvement initiatives
Report on team KPIs, staffing, and operational issues to operations leadership
Collaborate cross-functionally with Network Management, Provider Relations, and Contact Center teams
Other duties as assigned