Job Details

NEMT Broker Dispatch Manager

Job Description

Position Summary:

The NEMT Broker Dispatch Manager oversees daily transportation scheduling and dispatch operations for MediTrans brokerage. This role ensures timely, compliant, and cost-effective trip coordination between members, transportation providers, and healthcare facilities. The Dispatch Manager leads a team of dispatchers, monitors performance, and serves as a primary escalation point for operational issues, while ensuring adherence to contractual, regulatory, and quality standards.

Key Responsibilities

Operational Management

• Oversee daily trip scheduling, routing, and dispatching across multiple providers.
• Manage same-day and urgent trip requests, cancellations, and reassignments.
• Ensure provider coverage and balanced distribution of trips according to contracts and performance.
• Monitor trips in real-time to address service interruptions, vehicle breakdowns, and member concerns.

Team Leadership

• Supervise and train dispatch staff, ensuring adherence to SOPs and service standards.
• Develop staffing schedules to maintain adequate coverage and operational efficiency.
• Provide ongoing coaching and feedback to improve dispatcher performance.

Provider & Member Relations

• Act as liaison between providers and the brokerage for trip issues.
• Resolve escalated service complaints and member concerns quickly and professionally.
• Collaborate with provider network management to ensure providers meet performance standards.

Compliance & Reporting

• Ensure dispatch operations comply with state, Medicaid/Medicare, and broker contract requirements.
• Track and report on KPIs such as on-time performance, call handling time, and trip completion rates.
• Participate in audits, quality assurance, and corrective action plans.

Performance Metrics (KPIs)

• On-Time Performance (OTP): % of trips picked up on time.
• Call Handling: Average speed to answer, call abandonment rate, call resolution.
• Trip Completion Rate: % of assigned trips successfully completed.
• Dispatch Accuracy: % of trips correctly scheduled and assigned without rework.
• Complaint Resolution: % and speed of member/provider issues resolved.
• Efficiency Metrics: Dispatcher productivity, trips managed per staff member, cost per trip.

Qualifications

• 3–5 years of experience in dispatch, transportation logistics, or call center management (NEMT preferred).
• Strong knowledge of Medicaid/Medicare NEMT regulations and broker requirements.
• Leadership experience managing dispatch or call center staff.
• Proficiency with NEMT dispatching software (e.g., NovusMed, Routematch, MediRoutes platforms).
• Excellent communication, problem-solving, and crisis management skills.
• Ability to work in a high-volume, fast-paced environment with shifting priorities.

Compensation & Incentives (example framework)

• Base Salary: DOE annually (depending on broker size & region).
• Performance Bonus: Based on OTP, complaint reduction, and operational efficiency.
• Benefits: Health, dental, vision, retirement, PTO.
• Incentives: Annual retention bonus tied to provider and member satisfaction scores.