Dispatcher (NEMT)
14 days ago
Glen Allen
Job Description Job Title: NEMT Dispatcher Location: Glen Allen, Virginia (On-site) Reports To: Manager, Transportation THIS POSITION WORKS ON-SITE DAILY AT OUR GLEN ALLEN, VA LOCATION Position Overview The NEMT Dispatcher is responsible for coordinating, scheduling, and monitoring non-emergency medical transportation trips to ensure members are transported safely, timely, and in compliance with contract, regulatory, and service-level requirements. This role serves as a central point of communication between members, transportation providers, drivers, and internal teams, and is critical to daily operational success. Key Responsibilities • Receive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirements, • Coordinate trip assignments with contracted transportation providers and drivers using MediDrive’s Transportation Management System (TMS), • Monitor trips in real time to ensure on-time pickup, trip completion, and adherence to service standards, • Communicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issues, • Resolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepancies, • Document all trip activity, communications, and exceptions accurately and in real time within the system, • Verify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatch, • Escalate service failures, safety concerns, or compliance issues according to established protocols, • Support provider performance by identifying recurring issues and communicating trends to management, • Work collaboratively with call center, provider relations, compliance, and quality teams, • Maintain strict confidentiality and comply with HIPAA and all applicable state and federal regulations, • Participate in training, quality initiatives, and process improvement efforts as required Qualifications • High school diploma or GED required; associate degree or relevant coursework preferred, • Minimum of 1–2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operations, • Familiarity with Medicaid, Medicare Advantage, or healthcare transportation environments strongly preferred, • Proficiency with dispatch systems, TMS platforms, and standard office software, • Strong verbal and written communication skills, • Ability to multitask, prioritize, and remain calm in a fast-paced, high-volume environment, • Strong problem-solving skills and attention to detail, • Customer-service oriented with a focus on member experience and provider collaboration, • Ability to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as required Work Environment • This position is based on-site at MediDrive’s Glen Allen, Virginia office, • Fast-paced operational environment with continuous phone and system activity, • Extended periods of sitting, computer use, and phone communication required Preferred Attributes • Knowledge of Virginia Medicaid NEMT requirements, • Experience working with multiple transportation modes (ambulatory, wheelchair, stretcher, mileage reimbursement, volunteer drivers), • Bilingual (English/Spanish) a plus