Care Transportation Coordinator & Dispatch Liaison

Center for Elders; United States; On-site; USD 35,000 - 51,000; Full time

Job summary

Center for Elders’ Independence is seeking a Transportation Coordinator to coordinate dispatch, monitor routes, and provide real-time updates for participants and staff.

You will work with the Dispatch Supervisor, drivers, and center staff to ensure safe, timely transportation and excellent customer service, using our transportation software.

This role requires proactive communication, problem-solving, and the ability to adapt to changing schedules.

Qualifications

• High school diploma or equivalent; required.
• 1-2 years’ experience in transportation related industry.
• Experience in a customer service role demonstrating excellent skills in customer service recovery; required.
• Excellent interpersonal skills.
• Strong computer skills — word processing, spreadsheets and databases.
• Phone experience in a call center environment is a plus.
• Strong administrative skills including organization and ability to work independently.
• Ability to effectively problem-solve complex issues.
• Strong verbal and written communication skills
• Ability to work as a team player in a multi-cultural, inter-disciplinary setting.
• Bilingual a plus but not required.

Responsibilities

• Coordinate with Opening Dispatcher and makes appropriate adjustments to assigned Routes. Answer all questions / resolves any issues with drivers before they begin their routes.
• Attend IDT & Care Plan Meetings as the IDT Transportation Representative to gather and disseminate transportation related information for quality participant care coordination.
• Act as a liaison between the transportation department, center staff and participants on site at the center for related updates and answers to any transportation related questions or issues. Communicate issues to Center Director and Dispatch Supervisor
• Actively engages with participants including greeting them when they arrive, and assisting them as they leave the Center for the day.
• Proactively engage with participants on any transportation issues and inform Center Director and Dispatch Supervisor of findings.
• Communicate any changes or adjustments with transportation services in tandem with Dispatch Supervisor and/or drivers to center staff and participants.
• Follow up with participants on reasons for cancellations or no show’s and communicates with center staff on any participant issues.
• Assist with reviewing the transportation hub email and acting on all changes to participant profiles or schedules as needed.
• Communicate any changes or adjustments with contracted transportation providers in tandem with Dispatch Supervisor.
• Report any issues with drivers or participants for timely resolution by Dispatch Supervisor, department road supervisors or designee.
• Manage trip adjustments as needed.
• Prepare for next hours of business. Review upcoming trips in the schedule to ensure accuracy
• Cancel any trip that is still open that will not be performed.
• Attend transportation software offered educational programming to maintain competency with software functionality including generating and preparing reports.
• Assist with investigations into transportation related grievances in conjunction with Transportation Director.
• Assist with booking specialist appointments into the transportation software as needed.
• Assist with booking Center Appointments into the transportation software as needed.
• Assist, when needed, with scheduling routes for the assigned center (or all centers when required) for the next business day.
• Follow all CEI Policies and Procedures.
• Comply with all agency training requirements including department specific meetings and trainings.
• Maintain safe working environment by following CEI’s safety P&P’s.
• Maintain a courteous, helpful and professional attitude on the job. Display a willingness and ability to be responsive to all customer groups
• Perform other duties as assigned in a positive and helpful manner.

Skills

Customer service

Interpersonal skills

Computer skills

Verbal and written communication

Teamwork

Call center experience

Bilingual

Education

High school diploma or equivalent

Job description

Center for Elders’ Independence is seeking a Transportation Coordinator to coordinate dispatch, monitor routes, and provide real-time updates for participants and staff.

You will work with the Dispatch Supervisor, drivers, and center staff to ensure safe, timely transportation and excellent customer service, using our transportation software.

This role requires proactive communication, problem-solving, and the ability to adapt to changing schedules.