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Non-Emergency Medical Transportation Dispatcher Job Description
United Fleet & Transportation Services (UFTS) as a start-up transportation company looking for reliable Non-Emergency Medical Transportation (NEMT) Dispatchers who are committed to customer satisfaction and transporting clients in a safe, timely manner. The NEMT Dispatcher will schedule vehicles to pick up and drop off clients to their medical appointments safely and on-time. Dispatchers will be able to look at the particulars of the scheduling needs and makes the necessary adjustments. Dispatchers will be able to take into consideration factors such as the number of passengers per trip, the drivers who are available, the length of the trip, and appointment times. NEMT Drivers will work as part of a team to reach transportation benchmarks for United Fleet & Transportation Services.
Successfully NEMT Dispatchers are organized problem-solvers capable of dealing with information from multiple sources and acting accordingly.
Primary Job Responsibilities
Scheduling: Dispatchers will coordinate the transportation schedule for each week and inform drivers of their assignments for the week. The Dispatchers must also be able to appropriately schedule last-minute trips so that clients reach their appointments on-time.
Handling Problems: Plenty of things can go wrong on a trip. A bus might get a flat tire or their might be an unexpected roadway closure, unforeseen situations arise. Dispatchers will have to take action to make things right and limit disruptions so that client arrives safely and on-time to their scheduled appointments.
Maintaining Communication: Dispatchers will serve as a liaison between different departments and people. They correspond with maintenance to see which vehicles are available and when out-of-service ones will be returned to the fleet. They talk to drivers to ensure the trip is going as planned. They field messages from customers wanting to confirm arrival time or calling with complaints about their trip experience.
Reporting: Dispatchers are crucial in accurate reporting for the company. Dispatchers will provide detailed accounts of activities in order to assess patterns for inefficiencies. They will also be responsible for completing all required paperwork on time and with minimal errors.
Monitoring Safety: United Fleet & Transportation Services is committed to the safety of our clients and dispatchers are critical in this role. Dispatchers will need know about limits on how long drivers can work without rest and take that into consideration when making schedules. If one of a transportation dispatchers vehicles is involved in a roadway situation, he or she needs to decide the safest course of action, such as getting emergency help.
Qualification and Education Requirements
Must be 18 years or older
Must have a clean driving record with no points for the past three years
Complete all required training within first 30 days of hire and annually thereafter
Must be able to pass a background check (i.e. drug and criminal checks, registered sex offender check, OIG check, SAM check)
The following will eliminate an applicant for consideration: (1) conviction for driving while intoxicated or under the influence of a controlled substance within three (3) years prior to delivery of services; and (2) a plea of guilty or nolo contendere or conviction for any felony that is sexual in nature or involves a child, the elderly, domestic abuse, drugs, weapons or violence in the previous seven (7) years.
Must have previous customer service experience with a good track record of assisting customers in a thoughtful, caring and timely manner
Must have a great work history with a track record of being a reliable, responsible individual (must provide references from previous employer (s)
Communication Skills: You will be listening and speaking to people by radio and phone. Your ability to listen, speak plainly and communicate effectively will be necessary.
Ability to Multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need.
Problem-Solving Skills: You will need to be able to prioritize the most important situations, and think quickly on your feet.
Ability to use mobile technology including smart phones, tablets and their applications
Must have a high school diploma or GED
Preferred Skills
Ability to keep a level head in a busy environment in order to rectify issues quickly and efficiently
Ability to think ahead and anticipate potential problems, such as allowing extra time during stormy weather
Managing time wisely both to be an effective employee and to spot ways in which transportation routes and procedures could be improved
A commitment to teamwork since the job entail working with a variety of people
A good working knowledge of Henrico and Hanover Counties in Virginia
First Aid/CPR certification a plus but not required
