Scheduler

Wheelcare Express, Inc•Santa Rosa, CA

1d•Onsite

About The Position

WheelCare Express is a Non-Emergency Medical Transportation (NEMT) company that has been proudly serving many counties in Northern California for over 40 years. We are looking for a scheduler to coordinate high volume schedules and driver routes to transport patients to and from medical appointments and other engagements. Many of our patients are disabled and may need to be transported by wheelchair or gurney. If you like a fast-paced environment, are computer savvy and have good interpersonal skills, we would like to hear from you.

Requirements

High School Diploma or GED
Ability to prioritize multiple tasks, along with the ability to work independently and as a team member.
Excellent customer service skills
Must have a positive attitude, good communication skills and be empathetic and polite.
Effective written and oral communications skills
Moderate skills in MS Word, Excel, GPS & Smart Phone Applications

Nice To Haves

Prior experience as a Dispatcher or prior experience with scheduling software is a plus, but not required.

Responsibilities

Schedule, coordinate, and dispatch non-emergency medical transportation trips for clients based on appointment times, location, and service level requirements.
Assign trips to drivers efficiently, ensuring optimal routing, reduced wait times, and maximum vehicle utilization.
Monitor daily schedules and make real-time adjustments due to cancellations, delays, traffic, or urgent trip requests.
Communicate with drivers throughout the day to confirm trip status, resolve issues, and ensure on-time pickups and drop-offs.
Confirm patient trip details including pickup time, destination, special needs (wheelchair, gurney, ambulatory), and authorization requirements.
Coordinate with healthcare facilities, clinics, dialysis centers, and hospitals to confirm appointment times and manage schedule changes.
Ensure all trips comply with insurance, Medicaid/Medi-Cal, and company authorization requirements prior to dispatch.
Maintain accurate trip logs and update scheduling software with real-time trip status and notes.
Handle incoming calls from patients, facilities, and drivers regarding scheduling changes, delays, or service issues.
Prioritize urgent and same-day trip requests while maintaining efficiency for pre-scheduled trips.
Collaborate with dispatchers, billing, and operations teams to ensure smooth workflow and service compliance.
Identify scheduling conflicts and proactively resolve them to avoid service disruptions.
Ensure adherence to company policies, safety standards, and HIPAA regulations when handling patient information.
Support performance reporting by maintaining accurate records of completed, missed, or rescheduled trips.