Dispatcher (NEMT)

THIS POSITION WORKS ON-SITE DAILY AT OUR GLEN ALLEN, VA LOCATION

Position Overview
The NEMT Dispatcher is responsible for coordinating, scheduling, and monitoring non-emergency medical transportation trips to ensure members are transported safely, timely, and in compliance with contract, regulatory, and service-level requirements. This role serves as a central point of communication between members, transportation providers, drivers, and internal teams, and is critical to daily operational success. The open role will work Monday - Friday 6:00 AM - 2:30 PM.

Key Responsibilities
• Receive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirements
• Coordinate trip assignments with contracted transportation providers and drivers using MediDrive’s Transportation Management System (TMS)
• Monitor trips in real time to ensure on-time pickup, trip completion, and adherence to service standards
• Communicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issues
• Resolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepancies
• Document all trip activity, communications, and exceptions accurately and in real time within the system
• Verify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatch
• Escalate service failures, safety concerns, or compliance issues according to established protocols
• Support provider performance by identifying recurring issues and communicating trends to management
• Work collaboratively with call center, provider relations, compliance, and quality teams
• Maintain strict confidentiality and comply with HIPAA and all applicable state and federal regulations
• Participate in training, quality initiatives, and process improvement efforts as required

Qualifications
• High school diploma or GED required; associate degree or relevant coursework preferred
• Minimum of 1–2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operations
• Familiarity with Medicaid, Medicare Advantage, or healthcare transportation environments strongly preferred
• Proficiency with dispatch systems, TMS platforms, and standard office software
• Strong verbal and written communication skills
• Ability to multitask, prioritize, and remain calm in a fast-paced, high-volume environment
• Strong problem-solving skills and attention to detail
• Customer-service oriented with a focus on member experience and provider collaboration
• Ability to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as required

Work Environment
• This position is based on-site at MediDrive’s Glen Allen, Virginia office
• Fast-paced operational environment with continuous phone and system activity
• Extended periods of sitting, computer use, and phone communication required

Preferred Attributes
• Knowledge of Virginia Medicaid NEMT requirements
• Experience working with multiple transportation modes (ambulatory, wheelchair, stretcher, mileage reimbursement, volunteer drivers)
• Bilingual (English/Spanish) a plus