Operations Dispatcher

Operations Dispatcher – Non-Emergency Medical Transportation (NEMT) Accredo Care Transportation | Las Cruces, NM What You'll Do Daily Operations & Dispatch Create, publish, and manage daily driver routes and schedules. Assign trips to drivers based on location, availability, vehicle type, trip requirements, and operational needs. Edit and adjust driver routes throughout the day as trips are added, cancelled, delayed, or reassigned. Monitor the entire transportation operation throughout the day and proactively address issues before they affect members. Coordinate same-day and time-sensitive transportation requests. Reassign trips when drivers or vehicles become unavailable. Monitor upcoming trips and identify potential scheduling conflicts or delays. Communicate schedule changes and operational updates to drivers and management. Real-Time GPS & Vehicle Monitoring Utilize dispatch and transportation management systems to monitor active trips. Monitor vehicle locations using GPS and fleet tracking systems. Track driver progress and estimated arrival times. Monitor upcoming pickups to help ensure drivers arrive within the required pickup window. Identify potential late pickups and take immediate action to minimize delays. Contact drivers when their location, progress, or route requires attention. Monitor vehicle and driver availability throughout the day. Escalate significant delays, safety concerns, vehicle issues, accidents, or other operational concerns to management. Will-Call & Return Transportation Answer calls from members and facilities requesting return transportation. Activate Will-Call trips when members are ready for pickup. Dispatch Will-Call trips based on driver location, availability, vehicle type, and current workload. Monitor active Will-Calls and help ensure members are picked up in a timely manner. Communicate newly activated Will-Call trips and pickup information to drivers. Document Will-Call requests, delays, cancellations, no-shows, and other relevant information. Driver Communication Serve as a primary point of communication between the office and drivers throughout the day. Provide drivers with trip information, route changes, schedule updates, cancellations, and additional assignments. Respond to driver questions and operational concerns. Assist drivers with scheduling, routing, and transportation issues while they are in the field. Maintain professional and respectful communication with the entire driver team. Communicate performance, attendance, safety, or operational concerns to management when appropriate. Member & Facility Communication Answer incoming calls professionally and courteously. Communicate with members, medical facilities, healthcare providers, brokers, and other authorized parties. Assist with trip status questions, scheduling requests, cancellations, changes, and transportation concerns. Make outbound calls when necessary to confirm or coordinate transportation. Handle difficult or time-sensitive calls calmly and professionally. Provide accurate information while protecting member privacy and confidentiality. This Is a Fast-Paced Position We want to be clear about the nature of this position. The Operations Dispatcher must be able to multitask continuously throughout the day. You may be answering a phone call while monitoring GPS locations, changing a driver's route, activating a Will-Call, communicating with another driver, and preparing for the next round of pickups—all at the same time. This position requires someone who can: Stay focused when things become busy. Prioritize multiple time-sensitive tasks. Think ahead and identify potential problems. Make decisions without constant supervision. Remain calm under pressure. Communicate clearly and professionally. Maintain accuracy while working quickly. Take ownership of the daily operation. What We're Looking For Required: Previous experience in dispatching, scheduling, transportation coordination, logistics, or a similar o…

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