Dispatcher (NEMT)

Key Responsibilities

• Receive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirements
• Cook up trip assignments with contracted transportation providers and drivers using MediDrive’s Transportation Management System (TMS)
• Monitor trips in real time to ensure on-time pickup, trip completion, and adherence to service standards
• Communicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issues
• Resolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepancies
• Document all trip activity, communications, and exceptions accurately and in real time within the system
• Verify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatch
• Escalate service failures, safety concerns, or compliance issues according to established protocols
• Support provider performance by identifying recurring issues and communicating trends to management
• Work collaboratively with call center, provider relations, compliance, and quality teams
• Maintain strict confidentiality and comply with HIPAA and all applicable state and federal regulations
• Participate in training, quality initiatives, and process improvement efforts as required

Qualifications

• A high school diploma or GED is required; an associate degree or relevant coursework is preferred
• A minimum of 1–2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operations
• Familiarity with Medicaid, Medicare Advantage, or healthcare transportation environments is strongly preferred
• Proficiency with dispatch systems, TMS platforms, and standard office software
• Strong verbal and written communication skills
• The ability to multitask, prioritize, and remain calm in a fast-paced, high-volume environment
• Strong problem-solving skills and attention to detail
• A customer-service oriented focus on member experience and provider collaboration
• The ability to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as required