Job Description

The dispatcher plays a crucial role in ensuring that senior citizens, persons with disabilities, and other patients who need NEMT are assigned to drivers who will get them to their appointments on time.

NEMT dispatchers are responsible for the following:

The dispatcher has successfully matched the patient with the appropriate vehicle and driver, they must communicate the trip details to all parties concerned. Critical information includes the time and location of patient pickup. The dispatcher must also relay to the driver if the patient needs assistance getting out of their house and into the vehicle.

The dispatcher should maintain open communication lines with all parties in case there are changes in the trip request, such as the schedule or location. 

Recording:

Trip details must be recorded accurately in case of questions or concerns. The recording must also include billing information. 

Monitoring and Tracking:

Trips must be monitored from beginning to end so that the dispatcher will know if the patient has reached their destination, and if not, what happened during the trip. Monitoring is also necessary when NEMT vehicles break down and a replacement must be sent. 

Another element to monitor is the NEMT provider’s standard of service. There are legal and quality standards imposed on these businesses that must be met. 

Qualifications:

• Structured and detail-oriented with excellent communication skills.
• Extensive knowledge of Non-Emergency Medical Transportation.
• Valid driver's license.
• Minimum of 3 years of management experience in NEMT operations.
• Proven record of handling multiple responsibilities.
• Ability to multitask, prioritize work, adapt to changes, and meet deadlines.
• Excellent verbal, written, and interpersonal skills.
• Exercise business etiquette as outlined in the Operations and Procedures Manual.
• Build skills and knowledge in safety and security, injury prevention, technology and equipment, and job efficiency.

Responsibilities:

• Communicate with Brokers to ensure customers' needs are met.
• This position oversees the NEMT service for the Cincinnati, OH.
• Handling all contractual services, including administrative functions, operations, information systems, parts purchasing, and inventory control.
• Managing the ADA paratransit, Maintenance, NEMT, and school transportation.
• Ensuring compliance with local, state, and federal laws and regulations (EPA, OSHA, DOT, ADA, and EEOC).
• Analyzing, preparing, and developing budgets and forecasts.
• Provides leadership role to the Call Processing Unit.
• Develops staff for peak performance through mentoring and coaching.
• Reviews and revises staff performance requirements.
• Analyzes operational data and makes recommendations to GM to streamline processes.
• Reviews and conducts performance evaluations for drivers.
• All other duties as assigned.

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