Dispatch Supervisor

We are looking for an organized, strong NEMT (Non-Emergency Medical Transportation) Dispatch Supervisor to oversee daily fleet routing operations, manage the dispatch team, and ensure smooth service execution. You will be responsible for driver performance, real-time schedule compliance, and maintaining exceptional service standards for healthcare clients and patients. Key Responsibilities Team Leadership & Management: Supervise, train, and mentor the dispatching team; establish performance metrics, conduct regular shift reviews, and manage team schedules. Operations & Dispatch Oversight: Oversee live routing and schedule flow; step in to resolve complex scheduling conflicts, driver delays, emergency re-routing, or high-priority trip requests. Quality & Compliance Control: Monitor dispatcher-to-driver communications and trip logs to ensure strict adherence to state transport regulations, ADA guidelines, and company safety standards. Issue & Complaint Escalation: Act as the primary escalation point for unresolved passenger complaints, medical facility concerns, driver incidents, or vehicle breakdowns. Process & System Optimization: Analyze daily trip metrics (on-time performance, missed runs, deadhead miles) and collaborate with upper management to improve dispatch software workflows and operational efficiency. Qualifications & Requirements Experience: 3+ years of experience in NEMT, paratransit, or emergency dispatching, with at least 1 year in a supervisory or team lead role. Technical Expertise: Advanced proficiency with NEMT dispatch software (e.g., TripMaster, RouteGenie, MediRoutes) and fleet management/GPS systems. Leadership & Problem-Solving: Strong decision-making skills under pressure, conflict-resolution abilities, and proven success managing a team in a fast-paced environment. Communication Skills: Excellent oral and written communication skills for interfacing with facility coordinators, drivers, and upper management. Knowledge: Deep understanding of HIPAA compliance, medical transport logistics, passenger assistance techniques, and regional service routes.