Dispatcher (NEMT)

THIS POSITION WORKS ON-SITE DAILY AT OUR GLEN ALLEN, VA LOCATIONSalary Range: $18.00 To $22.00 AnnuallyPosition OverviewThe 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 ResponsibilitiesReceive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirementsCoordinate 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 standardsCommunicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issuesResolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepanciesDocument all trip activity, communications, and exceptions accurately and in real time within the systemVerify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatchEscalate service failures, safety concerns, or compliance issues according to established protocolsSupport provider performance by identifying recurring issues and communicating trends to managementWork collaboratively with call center, provider relations, compliance, and quality teamsMaintain strict confidentiality and comply with HIPAA and all applicable state and federal regulationsParticipate in training, quality initiatives, and process improvement efforts as requiredQualificationsHigh school diploma or GED required; associate degree or relevant coursework preferredMinimum of 1–2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operationsFamiliarity with Medicaid, Medicare Advantage, or healthcare transportation environments strongly preferredProficiency with dispatch systems, TMS platforms, and standard office softwareStrong verbal and written communication skillsAbility to multitask, prioritize, and remain calm in a fast‑paced, high‑volume environmentStrong problem‑solving skills and attention to detailCustomer‑service oriented with a focus on member experience and provider collaborationAbility to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as requiredWork EnvironmentThis position is based on-site at MediDrive's Glen Allen, Virginia officeFast‑paced operational environment with continuous phone and system activityExtended periods of sitting, computer use, and phone communication requiredPreferred AttributesKnowledge of Virginia Medicaid NEMT requirementsExperience working with multiple transportation modes (ambulatory, wheelchair, stretcher, mileage reimbursement, volunteer drivers)Bilingual (English/Spanish) a plus#J-18808-Ljbffr

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