Call Center Dispatcher

Call Center Dispatcher

A Dispatcher plays a critical role in the coordination and communication of Medstar's non-emergency medical transportation services. This position is responsible for managing real-time trip assignments, supporting drivers, ensuring timely transportation, and communicating effectively with clients, team members, and partner agencies. Depending on scheduling needs, dispatchers may be assigned to Opening / Closing, Main, or Overnight shifts. Dispatchers are also responsible for analyzing call center data, collaborating with CSRs and supervisors, and implementing improvements to ensure efficiency and customer satisfaction. This includes assigning trips, answering inquiries, resolving issues, coordinating vehicle needs, and maintaining timely, respectful, and professional communication.

Duties and Responsibilities :

• Be proficient with all contracts, dispatching software, broker rules, and DOT / ADA regulations.
• Answer incoming calls and assist callers in a professional, friendly, and helpful manner.
• Assign trips to the appropriate, most efficient driver.
• Determine billing and eligibility of clients needing transportation.
• Dispatch trips efficiently and ensure drivers maintain established performance and safety goals.
• Communicate clearly with clients, drivers, and facilities, confirming all updates and schedule changes.
• Review schedules, complete checklists, and comment accordingly.
• Respond to driver texts promptly within a 2-3 minute average.
• Log and report missed trips and coaching opportunities.
• Monitor the reservation inbox and broker portals to ensure all trips are entered timely.
• Monitor OT by recording driver hours via Clockify.
• Coordinate with the Fleet Manager for vehicle service and repairs.
• Work with minimal supervision once trained.
• Assist with add-ons via Slack and support CSRs with calls and data entry.
• Participate in driver and team meetings.
• Review and understand all relevant SOPs, including complaints, incidents, and cancellations.
• Attend meetings with supervisors to provide updates on performance and operations.
• Perform other duties as assigned to support the team and operational goals.
• Monitor Clockify to track OT and driver hours.
• Send Daily Recap emails summarizing the shift.

Skills and Qualifications :

Shift needed : 9AM to 5PM Monday-Friday (Training period), Schedule will be determined after training