NEMT Dispatch & Care Coordination Specialist

Colonial Group; Owensboro (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

Colonial Group in Owensboro, KY is hiring a NEMT Dispatcher to coordinate non-emergency medical transportation. You will receive trip requests, schedule and assign drivers, and monitor routes to ensure timely, safe service.

The role requires strong communication and the ability to stay calm in a fast-paced environment. Candidates should have a high school diploma or GED, 2+ years in transportation dispatch, and experience in NEMT or healthcare-related transportation.

Qualifications

• High school diploma or GED required.
• 2+ years in transportation routing, dispatching, and scheduling preferred.
• Experience in NEMT, EMS, or healthcare-related transportation desirable.
• Strong communication and customer service in a high-volume call center.
• Proficiency with dispatch software and GPS tools.

Responsibilities

• Receive and process trip requests from clients, facilities, brokers, and/or software platforms.
• Schedule, modify, and cancel trips in the dispatch system as needed.
• Manage diver schedules: Assign trips to drivers based on location, availability, vehicle type, and client needs.
• Optimize routes to improve on-time performance and reduce wait times and mileage.
• Serve as the primary point of contact for drivers, clients, and facilities during active trips.
• Provide clear and timely instructions to drivers via phone, radio, or dispatch software.
• Answer incoming calls, respond to inquiries, and provide status updates on trips.
• Handle complaints or service issues professionally, escalating as appropriate.
• Monitor real-time trip status, driver locations, and schedules using dispatch/ GPS software.
• Track late, no-show, or missed trips and take corrective action to minimize service disruptions.
• Ensure that special needs (wheelchair, stretcher, bariatric, escort, etc.) are correctly documented and accommodated.
• Coordinate backup vehicles or trips in the event of breakdowns, delays, or driver shortages.
• Accurately document all trips, changes, incidents, and communications in the dispatch system.
• Follow NEMT, HIPAA, and company policies related to privacy, safety, and documentation.
• Verify eligibility, trip authorization numbers, and billing-related information when required.
• Assist with reporting and data entry related to on-time performance, trip volume, and incident logs.
• Work closely with drivers, supervisors, and operations managers to maintain smooth daily operations.
• Participate in shift handoffs to ensure continuity of information and coverage.
• Provide feedback on recurring issues, system problems, or process improvements.

Skills

Dispatch software proficiency

Customer service

Communication skills

Time management

Multitasking

Geographic knowledge

Problem solving under pressure

Team player

Flexibility in schedule

High-volume call Handling

Education

High school diploma or GED

Healthcare/transportation coursework

Tools

Dispatch software

GPS/map reading tools

Scheduling systems

Job description

Colonial Group in Owensboro, KY is hiring a NEMT Dispatcher to coordinate non-emergency medical transportation. You will receive trip requests, schedule and assign drivers, and monitor routes to ensure timely, safe service.

The role requires strong communication and the ability to stay calm in a fast-paced environment. Candidates should have a high school diploma or GED, 2+ years in transportation dispatch, and experience in NEMT or healthcare-related transportation.