Dispatch Manager - Onsite - Edison, NJ

About the role

This position is responsible for ensuring timely services and excellent communication to recipients and their families, health care facilities, transportation providers, and internal customers.

Responsibilities

• Demonstrates thorough understanding of transportation tools and platforms.
• Staffs appropriately to route trips in the most cost-efficient manner utilizing contracted transportation providers, Rideshare, or mass transit.
• Ensures trips are routed to meet contractual obligations.
• Evaluates and approves cost override requests within budgeted parameters; works with team to develop strategies to reduce override spend.
• Monitors and reports cost override trends and leads the team in management of unit cost.
• Ensures all staff correctly follow company policies and procedures.
• Monitors call queues (e.g., provider line and mass transit) to ensure contractual requirements are met and established procedures are followed.
• Researches issues daily associated with day-to-day routing within the region, working closely with all stakeholders to resolve them.
• Evaluates reports and works closely with the Network team to identify gaps or issues within the network and assist in resolution.
• Establishes, maintains, and strengthens processes to maximize utilization of low-cost forms of transportation in accordance with contracts.
• Ensures that the assigned (or an alternate) provider quickly picks up the client when trips are escalated to recovery mode due to issues with the currently assigned provider.
• Recommends liquidated damages if necessary.
• Communicates with providers frequently and/or monitors their performance to understand emerging problems.
• Runs appropriate reports to monitor providers' cost, on-time, and reroute performance.
• Ensures all staff align with the mission to provide quality non-emergency transportation to recipients.
• Establishes and continually validates the need for standing orders and ensures adjustments are made as necessary.
• Trains staff on how to identify and prevent fraud, waste, and abuse.
• Assists with providing support to office staff in pursuit of excellent customer service.
• Provides monthly reports to leadership on provider visits, issues, and gaps within the network.
• Monitors and updates auto-assignment functions to ensure maximum efficiency within the department.
• Responsible for trip assignments in multiple assigned markets.
• May lead projects and perform other duties as assigned.
• Occasional business travel may be required.
• Determines appropriate resourcing of staff to achieve goals and objectives.
• Defines annual Key Performance Indicators aligned with corporate goals.
• Manages and mentors employees on performance gaps, career development opportunities, and strategies.
• Manages and coaches employees on all human resource-related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation, and rewards.
• Recognizes others’ contributions and shares credit for success.
• Owns attainment of high employee satisfaction and retention; leads development of programs and initiatives to achieve this.
• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

Requirements

• Bachelor’s Degree required.
• Six (6) plus years of experience.
• Two (2) plus years of leadership responsibility.
• Or equivalent combination of education and/or experience.
• Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation, and reporting.
• Knowledge of Medicaid guidelines is a plus.
• Strong proficiency in Microsoft Word, Excel, and Outlook.
• Ability to use thinking and reasoning to solve problems.
• Excellent verbal and written communication skills; ability to communicate clearly and concisely.
• Excellent ability to address customers’ needs while following company procedures.
• Ability to make critical decisions while following company procedures.
• Ability to work well with a variety of personalities and individuals.
• Strong management and organization skills; ability to influence others to perform their jobs effectively and make decisions.
• Proactively finds solutions for or deals with work-related problems; follows instructions and completes assignments in a timely manner.
• Effectively builds relationships with customers and co-workers.
• Driven ability to complete assigned tasks under stressful situations.
• Knowledge of quality improvement tools and processes.
• Experience with demand response transportation management is a plus.
• Experience in a call center environment is a plus.

Pay

$60,800 - $82,100 annually. This role is bonus eligible based on individual and company performance.

Physical Demands

Primarily seated work; extensive computer and telephone use; occasional standing, walking, reaching, bending, and lifting up to 10 lbs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.