Dispatcher and Client Experience Specialist

The Dispatcher & Client Experience Specialist is a pivotal hybrid role at Wisdom Care Transportation, designed to seamlessly blend the operational precision of a Dispatcher with the empathetic service orientation of a Client Reservationist. This role serves as the heartbeat of our nEMT operations — coordinating safe, on-time transportation while delivering a warm, respectful, and dignified experience to every client we serve. You will serve as the primary point of contact for clients, healthcare partners, facilities, and drivers — bridging communication across all touchpoints to ensure that every ride reflects our mission: providing compassionate, reliable transportation for those who need it most. CORE RESPONSIBILITIES Dispatching & Trip Coordination Monitor and manage real-time trip schedules using Bambi nEMTg dispatch software, ensuring on-time performance and efficient routing Assign and communicate ride assignments to drivers based on geography, vehicle type, client needs, and availability Track vehicle locations and driver status throughout each shift; proactively address delays or disruptions Coordinate same-day trip changes, cancellations, and urgent add-ons with speed and accuracy Ensure compliance with all nEMT protocols, Medicaid/managed care requirements, and regulatory guidelines Maintain accurate trip records and documentation in the scheduling/dispatch platform Reservations & Client Intake Receive and process incoming transportation requests via phone, portal, and partner referrals with professionalism and efficiency Verify client eligibility, authorization, and medical necessity for nEMT services Gather and accurately document client details including mobility needs, appointment information, and special accommodations Schedule rides in advance and confirm appointments with clients, caregivers, and healthcare facilities Manage recurring trip schedules for clients with ongoing medical appointments Client & Partner Experience Serve as a compassionate, patient, and knowledgeable point of contact for clients, many of whom are elderly, disabled, or navigating complex health situations Build trust and rapport with clients, caregivers, and community partners through consistent, high-quality communication Handle client concerns, complaints, and service recovery situations with empathy and professionalism Collaborate with healthcare facilities, hospitals, clinics, and managed care organizations to streamline trip coordination Follow up with clients and partners regarding trip status, feedback, and resolution of service issues Communication & Coordination Hub Act as the central communication liaison between clients, drivers, healthcare facilities, and the operations team Relay critical information (delays, cancellations, changes) promptly to all relevant parties Support drivers in the field with navigation assistance, problem-solving, and real-time guidance Escalate safety concerns, incidents, or unusual situations to the appropriate supervisor or team QUALIFICATIONS Required High school diploma or GED equivalent; associate degree preferred Minimum 1–2 years of experience in dispatching, customer service, reservations, or a related field Experience working with elderly, disabled, or medically vulnerable populations is strongly preferred Strong multitasking ability in a fast-paced, high-volume environment Excellent verbal and written communication skills Proficiency with computers, scheduling software, and data entry Ability to remain calm, focused, and solutions-oriented under pressure Flexibility and willingness to jump in and support when there are coverage gaps from a driver scheduling perspective, that extends beyond the normal workday occasionally. Preferred Prior experience in non-emergency medical transportation (nEMT), healthcare, or social services Familiarity with Medicaid and managed care transportation billing or eligibility verification Knowledge of local geography and transportation routing…

View the full posting and apply