Transportation Dispatcher

PACE Southeast Michigan•Southfield, MI

About The Position

Under the supervision of the Senior Transportation Manager, the Transportation Dispatcher provides internal and external customer service for the organization and coordinates the movement of PACE Southeast Michigan vehicles to ensure safe transportation of program participants. The Dispatcher answers calls and questions about participant transportation and enters information from the EMR into the TMS in a timely manner to help ensure appointments occur.

Requirements

High school diploma or GED.
Excellent communication skills and ability to collaborate with others under varied conditions.
Excellent clerical and organizational skills to track schedules, routes, and personnel.
Computer competence for scheduling and other dispatching duties.
Strong work ethic.
Ability to multitask amid different and sometimes conflicting events.
Ability to work under stress, remain calm, and help calm others during rapidly changing circumstances.
Customer-service orientation and a positive, can-do demeanor.
Ability to relay information in a fast-paced environment.
Ability to sit for prolonged periods and work at a computer.
Ability to lift up to 15 pounds at times.

Nice To Haves

Competence utilizing Microsoft Suite.

Responsibilities

Dispatch trips to drivers using transportation software.
Assist the Manager and team members with planning and managing transportation schedules to and from the center for program participants.
Report customer service or safety incidents to the Transportation Manager when reported by transportation staff, participants, or caregivers.
Monitor, communicate about, and follow up on participant and caregiver complaints.
Use respite, nursing home, and death notifications to cancel or suspend transportation.
Communicate cancellations or suspensions to appropriate staff.
Notify the RNCM inbox about missed dialysis and external trips, and tag the IDT in the EMR system.
Assign special runs, such as field trips.
Make real-time adjustments to vehicle, route, and appointment assignments as needed.
Communicate about and manage unforeseen real-time situations.
Interact with, attend, and support IDT Teams as necessary.
Attend quarterly huddles at day health centers.
Perform other related duties as necessary, assigned, or requested by Transportation Management.
Enter data from the EMR into the TMS in a timely manner.