Routing Supervisor

About the role

SafeRide Health is seeking an experienced Routing (Dispatch) Supervisor to lead our growing routing team in San Antonio, TX.

Responsibilities

• Lead, coach, and develop a team of Routing (Dispatch) Coordinators responsible for routing and dispatching advance notice and short notice trip requests.
• Oversee daily routing and dispatch operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts.
• Monitor live trip monitoring dashboards and team performance against on-time performance targets, intervening when metrics fall below standard.
• Serve as the escalation point for real-time trip recovery, resolving complex or high-impact issues with transportation providers and healthcare facilities.
• Ensure trips are routed to the most cost-effective mode of transportation and audit for mode of transport errors, driving corrective action and retraining as needed.
• Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted dispatch operations.
• Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching and corrective action in partnership with leadership and HR.
• Onboard and train new Routing Coordinators and maintain up-to-date training materials and SOPs.
• Analyze routing and performance data to identify trends and lead process improvement initiatives.
• Report on team KPIs, staffing, and operational issues to operations leadership.
• Collaborate cross-functionally with Network Management, Provider Relations, and Contact Center teams.
• Other duties as assigned.

Requirements

• High school diploma or equivalent.
• Minimum of three (3) years transportation/delivery logistics experience, including at least one (1) year in a lead or supervisory role.
• Experience with transport management systems.
• Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment.
• Must be able to pass a criminal background record check.
• Must be a US Citizen.
• Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs require.

Qualifications

• Associate's or Bachelor's degree preferred.
• Knowledge of Medicaid NEMT guidelines.
• Knowledge of Texas transit systems and providers.
• Prior inbound call center or dispatch center leadership experience.
• Experience with workforce management, scheduling, and QA tools.
• Bilingual Spanish.

Skills

• Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high-stress environment.
• Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone.
• Sound judgment and decisiveness when managing escalations and competing real-time priorities.
• Ability to delegate effectively while maintaining ownership of team outcomes.
• Strong analytical skills with the ability to interpret operational data and translate it into action.
• Exceptional interpersonal skills, customer service, problem-solving, and conflict resolution.
• Ability to adapt to unforeseen circumstances quickly and lead a team through change.

About SafeRide Health

SafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation. Our platform supports the nation’s largest Medicare Advantage, Medicaid, and provider programs—improving health outcomes and patient experiences at scale.

Learn more at www.saferidehealth.com.