Routing Supervisor — Dispatch Team Lead & Optimization

SafeRide Inc; San Antonio, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

SafeRide Health in San Antonio, TX is seeking a Routing (Dispatch) Supervisor to lead the routing team and ensure efficient, on-time trip dispatch across all shifts.

You will coach and develop Routing Coordinators, monitor performance dashboards, optimize transport modes for cost-effectiveness, and partner with Network Management, Provider Relations, and the Contact Center to uphold service levels.

Qualifications

• 3+ years transportation/logistics experience with at least 1 year in a lead/supervisory role.
• Experience with transport management systems.
• Knowledge of Medicaid NEMT guidelines (preferred).
• Knowledge of Texas transit systems and providers (preferred).
• Prior inbound call center or dispatch center leadership experience (preferred).
• Experience with workforce management, scheduling, and QA tools (preferred).
• Bilingual Spanish (preferred).

Responsibilities

• Lead, coach, and develop Routing (Dispatch) Coordinators responsible for routing and dispatching trips.
• Oversee daily routing and dispatch operations across all shifts for coverage and productivity.
• Monitor live dashboards and performance, intervening when on-time targets fall short.
• Serve as escalation point for real-time trip recovery with providers and facilities.
• Ensure cost-effective transport modes and audit mode-errors for corrective action.
• Manage scheduling, timekeeping, and PTO to maintain continuous dispatch operations.
• Conduct QA reviews, one-on-ones, and performance evaluations with leadership/HR.
• Onboard and train new Routing Coordinators; maintain training materials and SOPs.
• Analyze routing data to identify trends and lead process improvements.
• Report KPIs, staffing, and operational issues to operations leadership.
• Collaborate with Network Management, Provider Relations, and Contact Center teams.
• Other duties as assigned.

Skills

Leadership

Communication

Decision making

Delegation

Analytics

Interpersonal skills

Adaptability

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Knowledge of Medicaid NEMT guidelines

Knowledge of Texas transit systems and providers

Job description

SafeRide Health in San Antonio, TX is seeking a Routing (Dispatch) Supervisor to lead the routing team and ensure efficient, on-time trip dispatch across all shifts.

You will coach and develop Routing Coordinators, monitor performance dashboards, optimize transport modes for cost-effectiveness, and partner with Network Management, Provider Relations, and the Contact Center to uphold service levels.