Dispatcher I - Paid Training

Basic Job Purpose: Reporting directly to the Dispatch Manager, the Dispatcher I provides phone coverage and primarily handles scheduling based on a variety of parameters. The role’s success is based on the quality and quantity of incoming/outgoing calls and related dispatch responsibilities.

Responsibilities/Duties:

1. The Dispatcher I handles incoming phone calls regarding our members’ transportation needs. This includes, but is not limited to:
   1. Creates and updates transportation reservations by phone.
   2. Verifies member appointment date and time.
   3. Communicates driver estimated time of arrival to callers.
   4. Activates will-call pickups.
   5. Processes cancellations and cancellation notifications to vendor.
   6. Provides phone support to the Customer Service Representatives.
2. Provides support scheduling future trips for vehicles and vendors based on trip comments.
3. When the Schedule Monitoring Specialist role is unavailable, this role acts as a backup and is responsible for all aspects of that role on a temporary basis.
4. Schedules trips for VIP members to meet any special requirements noted in the member’s account.
5. Coordinates the scheduling of will call activations and communicates with drivers regarding schedule changes.
6. Coordinates and applies driver/vehicle schedules to the system for future dates.
7. Ensures all will- call trips are assigned from previous dates.
8. Ensures mileage for all trips is audited to avoid excessive or zero mileage trips.
9. Makes daily attempts to contact the member to verify continued hospital admission based on hospital sheet.
10. Distributes driver/vendor schedules/manifests when requested.
11. Completes system export/import process to transfer trips between systems at the time designated by leadership.
12. Reviews trip rejections and reschedules them with new vehicles/vendors.
13. Documents “No Show/Cancellation” log each day for each trip.

Performance Requirements:

Knowledge, skills and abilities:

1. Must pass a Criminal Background Screening.
2. Must pass Government Exclusion List at time of hire and monthly thereafter.
3. Experience with the transportation industry and/or dispatch
4. Experience using PC software programs including but not limited to Bambi Dispatch, Microsoft Office (Word, Excel, etc.), Google Drive, and CTC Connect.
5. Must complete the Bambi Dispatch training.
6. Able to type at least 45 wpm.
7. Excellent customer service skills.
8. Ability to receive/make high volume of inbound/outbound calls in a high-volume call center.
9. Strong communication and interpersonal abilities.
10. High level of discretion and accuracy when handling confidential information.

TYPICAL WORKING CONDITIONS: The typical working condition for this position is an indoor office, climate-controlled environment with controlled lighting and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. This is an on-site position. Employees are expected to work from the office during scheduled business hours. Remote work is not available for this role. The use of a computer or other office equipment(s) is also a requirement. Some light travel may be necessary. May require flexible Evening, Holiday, and/or Weekend work to meet operational demands.