Dispatcher

Key Responsibilities Trip Intake & Scheduling Answer all inbound calls promptly and take accurate trip requests from clients, family members, case managers, discharge planners and facility staff. Enter every trip into the dispatching software with complete details: client name, pickup and drop-off addresses, appointment time, return time, mobility needs (wheelchair, stretcher, ambulatory assist), oxygen, attendants, building access and special instructions. Schedule one-time, round-trip and recurring standing orders (such as dialysis three times a week). Quote private-pay rates accurately, confirm payment method, and explain cancellation and no-show policies. Confirm next-day trips with clients and facilities, and send reminders as required. Dispatching & Driver Coordination Build daily driver manifests and route trips efficiently to reduce wait time, deadhead miles and late arrivals. Monitor all vehicles in real time through GPS tracking and the dispatch board. Reassign and reroute trips immediately for add-ons, cancellations, traffic, vehicle problems or will-calls. Keep drivers informed through phone, text and the driver app; be the first point of contact when a driver has a scheduling gap, delay or problem. Make sure the right vehicle and equipment type is matched to each client's mobility needs. Problem Solving & Escalation Handle late pickups, missed trips, client complaints and last-minute discharges with urgency and professionalism. Notify clients and facilities right away when a driver is running late, with an honest updated ETA. Escalate medical emergencies, accidents, safety concerns and serious complaints to management immediately and follow company protocol. Documentation & Records Keep trip records accurate and complete, including pickup and drop-off times, no-shows, cancellations and incidents. Document all calls, complaints and incident details clearly in the system. Support end-of-day reconciliation, billing and invoicing by making sure trip data is correct. Protect client privacy and handle all personal and medical information under HIPAA. Relationship Building Build strong working relationships with nursing homes, dialysis centers, hospitals, rehab facilities and assisted living communities. Learn each facility's contacts, entrances, check-in procedures and preferences. Share client and facility feedback with management to improve service. Customer Service & Phone Etiquette Standards Every call is a patient, a family or a facility counting on us. Our dispatchers are expected to meet these standards on every call: Answer quickly. Pick up within three rings with a warm, professional greeting: "Thank you for calling Bee Safe Transportation, this is [Name]. How can I help you today?" Smile through the phone. Speak clearly, at a calm pace, with a friendly and patient tone, even when the caller is upset. Listen fully. Let the caller finish, ask clarifying questions, and repeat back trip details to confirm accuracy before ending the call. Show empathy. Many callers are elderly, ill, in pain or stressed. Treat every person with dignity, kindness and respect. Use proper hold etiquette. Ask permission before placing someone on hold, check back at least every 60 seconds, and thank them for waiting. Transfer with care. Explain who you are transferring to and why, and never leave a caller in a dead transfer. Own the problem. Never say "that's not my job." Take responsibility, find the answer, and follow up when you say you will. De-escalate. Stay calm and professional with frustrated callers. Acknowledge the concern, apologize where appropriate, and focus on the solution. Communicate proactively. Call clients and facilities before they have to call us about a delay or change. Close every call well. Confirm the plan, ask "Is there anything else I can help you with?" and thank the caller for choosing Bee Safe. Return messages fast. Return all voicemails and messages within 15 minutes during business hours. Protect privacy.…

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