Transportation Dispatcher

PACE; Southfield (MI); Hybrid; USD 36,000 - 48,000; Full time

Job summary

PACE Southeast Michigan is seeking a Transportation Dispatcher to coordinate vehicle movement for safe transport of program participants. Under the Senior Transportation Manager, you will manage scheduling, real-time route adjustments, and internal/external customer service to ensure smooth operations.

This role requires strong communication, clerical skills, and proficiency with scheduling and EMR/TMS software.

Qualifications

• High School diploma or GED required.
• Excellent communication and clerical skills.
• Proficient with Microsoft Suite and scheduling systems.
• Ability to multitask and stay calm under pressure.
• Customer-service oriented with a professional demeanor.
• Strong organizational skills and attention to detail.

Responsibilities

• Dispatch trips to drivers via transportation software.
• Assist Manager with scheduling transportation for participants.
• Report safety or customer service incidents to management.
• Monitor participant/caregiver complaints and follow up.
• Cancel/suspend transportation using ERM/IDT communications.
• Send communications for rescheduling and missed trips.
• Assign special runs and adjust routes in real time.
• Coordinate with IDT teams and support staff.

Skills

Excellent communication

Clerical skills

Microsoft Suite

Multitasking

Customer-service oriented

Ability to work under pressure

Education

High School diploma or GED

Tools

Transportation software

EMR system

Scheduling software

Job description

SUMMARY

Under supervision of the Senior Transportation Manager, the dispatcher is responsible for internal and external customer service for the entire organization. The Dispatcher will globally coordinate the movement of PACE Southeast Michigan vehicles to ensure safe transport of all PACE Southeast Michigan program participants. Dispatch also receives phone calls and answers questions relative to the transportation of program participants. The Transportation dispatcher is also responsible for timely data entry from the EMR into the TMS, ensuring appointments for program participants occur.

SPECIFIC DUTIES AND FUNCTIONS

• Dispatch trips to drivers thru Transportation software.


• Assist Manager as needed to plan and manage with other team members the scheduling of transportation to and from the center for program participants.


• Reports customer service or safety incidents to the Transportation Manager as reported by the transportation staff, program participants or caregivers.


• Monitors, communicates, and follows up on participant/caregiver complaints.


• Uses information for Respite, Nursing home, and Death notifications to cancel/suspend transportation.


• Sends appropriate communication to staff regarding cancellation/suspension.


• Sends appropriate communication for missed dialysis and external trips to RNCM inbox and tags the IDT in the EMR system.


• Assign special runs (i.e.-field trips, etc.)


• Make real time adjustments in vehicle, route, and appointment assignments based on need.


• Communicate about and manage all real time unforeseen situations.


• Interact, attend, and support all IDT Teams as/if/when necessary.


• Quarterly attendance at huddles at day health centers.


• Performs other related duties as necessary, assigned or requested by Transportation Management.

KNOWLEDGE, SKILLS AND ABILITIES

• High School diploma or GED


• Excellent communication skills to collaborate with others under any type of condition.


• Excellent clerical and organizational skills to keep track of schedules, routes, and personnel.


• Competence utilizing Microsoft Suite preferred.


• Competence utilizing computers. for scheduling and other dispatching duties


• Strong work ethic


• Ability to multitask with different, and sometimes conflicting, events happening at the same time.


• Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances.


• Customer-service oriented, with a positive, can-do demeanor


• Ability to relay information in a fast-paced environment.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.


• Must be able to lift up to 15 pounds at times.

At PACE Southeast Michgan our employee experience is a combination of everything that’s unique about our culture, mission, vision, values, and most importantly, our people. Our employees are compassionate, curious, accountable, courageous, and authentic. They make choices according to what is best for our participants and strive to make a difference. For several years, they have made us a Top Workplace in our area.