Dispatcher (NEMT)

Position: Dispatcher (NEMT) Location: Remote (South Africa) Working Hours: US Hours (9am-5pm EST) Employment Type: Full-Time Position Overview: The Dispatcher is responsible for coordinating and managing non-emergency medical transportation (NEMT) trips to ensure timely, safe, and efficient service for members. This role serves as the central point of communication between drivers, facilities, schedulers, and transportation platforms, ensuring all trips are executed according to company standards, payer requirements, and member needs. Key Responsibilities: 1. Trip Intake and Review: • Receive scheduled trip requests via Zoho Desk and MOVI. • Review trip details for accuracy, including pickup/drop-off times, locations, level of service, and special accommodations. • Verify eligibility, authorization, and trip readiness prior to dispatch. 2. Driver Coordination: • Assign trips to drivers based on availability, vehicle type, location, and service level. • Communicate trip details clearly to drivers, including changes, special instructions, or urgent requests. • Monitor driver status throughout the day to ensure adherence to schedules. 3. Real-Time Dispatch Management: • Track active trips and monitor on-time performance. • Address delays, no-shows, cancellations, and breakdowns in real time. • Provide drivers with routing guidance and support as needed. • Serve as a point of contact for doctor offices, facilities, staff and family members regarding transportation status. • Provide ETA updates and resolve service concerns promptly and professionally. • Coordinate with facilities for wait times, return trips, and same-day changes. 4. System Documentation: • Enter and update trip statuses in dispatch and transportation management systems. • Accurately document incidents, delays, cancellations, and service issues. • Ensure all required trip notes and compliance documentation are completed. 5. Problem Resolution: • Proactively identify and resolve scheduling conflicts, missed trips, or coverage gaps. • Escalate issues appropriately and collaborate with schedulers and management to ensure continuity of service. • Support after-hours or urgent trip needs when required. Experience in transportation, logistics, or dispatch operations required. Strong organizational and time-management skills. Proficient in using scheduling and management software (e.g., Zoho Desk, MOVI, PCC). Excellent communication and interpersonal skills. Ability to handle multiple tasks and adapt to changing priorities. Familiarity with healthcare scheduling and transportation coordination is preferred. Familiarity with NEMT operations, driver coordination, and compliance requirements is a plus. Key Competencies: Attention to detail Problem-solving skills Effective coordination and teamwork Customer service orientation Familiarity with medical terminology and insurance processes Comfortable working U.S. hours Remote work from home Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.