Transportation Dispatcher

PACE Southeast Michigan; United States; On-site; USD 42,000 - 56,000; Full time

Job summary

PACE Southeast Michgan is seeking a Transportation Dispatcher to coordinate the movement of vehicles to safely transport program participants. The role involves handling phone inquiries, data entry from EMR into the TMS, and scheduling appointments under the guidance of the Senior Transportation Manager.

The dispatcher will support IDT teams, dispatch trips, monitor complaints, and adjust routes in real time while maintaining calm under pressure.

Qualifications

• High School diploma or GED.
• Excellent communication skills to collaborate under any condition.
• Excellent clerical and organizational skills to keep track of schedules, routes, and personnel.
• Proficiency with Microsoft Office Suite.
• Experience with scheduling and dispatching systems.
• Strong work ethic.
• Ability to multitask with concurrent events.
• Calm under stress and able to calm others during rapid changes.
• Customer-service oriented with a positive demeanor.
• Ability to relay information quickly in a fast-paced environment.

Responsibilities

• Dispatch trips to drivers through Transportation software.
• Assist Manager to plan and schedule transportation for program participants.
• Report customer service or safety incidents to Transportation Manager.
• Monitor and follow up on participant/caregiver complaints.
• Use information to cancel/suspend transportation for Respite, Nursing home, and Death notifications.
• Send appropriate communication to staff regarding cancellations or suspensions.
• Notify RNCM inbox for missed dialysis and external trips and tag IDT in EMR.
• Assign special runs (e.g., field trips).
• Make real-time adjustments in vehicle, route, and appointment assignments.
• Communicate about and manage all real-time unforeseen situations.
• Interact with, attend, and support all IDT Teams.
• Attend quarterly huddles at day health centers.
• Perform other related duties as necessary per Transportation Management.

Skills

Excellent communication skills

Excellent clerical and organizational

Strong work ethic

Multitasking

Work under stress

Customer-service oriented

Relaying information quickly

Education

High School diploma or GED

Tools

Microsoft Suite

Scheduling/dispatch 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.