NEMT Dispatch & Operations Manager
Job
Summary
We
are seeking a highly organized, decisive, and proactive Dispatch &
Operations Manager to oversee our Non-Emergency Medical Transportation (NEMT)
operations in the Dallas-Fort Worth area. In this role, you will be the
operational backbone of a 20(+)-vehicle fleet across 3 key operational partners
and multiple clients including the Veteran's Administration. You will integrate
scheduling, real-time dispatch, and fleet management into a seamless daily
operation.
This
is a hands-on leadership role. You will manage a hybrid, global team consisting
of local drivers, an account and fleet maintenance manager, and a dedicated
team of overseas remote dispatchers. The ideal candidate thrives in a
fast-paced environment, excels at stakeholder communication, and can optimize
routes for maximum efficiency and compliance.
The
role will be hybrid with required working in-office, home, and field.
Key
Responsibilities
- Talent Acquisition & Training: Own the end-to-end
recruitment process for new staff, including sourcing, vetting, and
interviewing local drivers and remote dispatchers. Design and execute
comprehensive onboarding programs focused on NEMT safety, customer
service, and software compliance.
- Team Leadership & Management: Directly manage and train a
team of 25+ local drivers and an overseas team of remote dispatchers.
Oversee a junior fleet coordinator responsible for daily vehicle
maintenance, inspections, and vendor relations.
- Dispatch & Scheduling Optimization: Supervise daily scheduling,
routing, and live dispatch tracking using NEMT software. Ensure maximum
vehicle utilization, multi-load efficiency, and minimal deadhead miles.
- Data & Report Management: Develop, monitor, and
analyze key operational reports (e.g., on-time performance, driver
utilization, fuel efficiency, and deadhead mileage). Use these insights to
present regular performance reviews to the 3 partners and drive continuous
improvement.
- Partner & Client Relations: Serve as the primary point
of contact for our 3 operational partners and multiple key clients. Ensure
strict adherence to individual Service Level Agreements (SLAs), compliance
standards, and reporting requirements.
- Fleet Oversight: Partner with the account and fleet resource to track
vehicle health, schedule preventative maintenance, manage emergency
breakdowns, and ensure total compliance with state and medical transit
regulations.
- Operational Availability: Maintain core operational accessibility for
approximately 10 hours per day during peak transit windows. Serve as the
point of escalation for 24/7 emergency calls (e.g., severe accidents,
critical vehicle breakdowns).
Requirements
Qualifications
& Skills
- Experience: 3–5+ years of experience in logistics, dispatch, or
fleet management. Experience in Non-Emergency Medical Transportation
(NEMT) or healthcare logistics is highly preferred.
- Leadership: Proven track record of managing people, specifically
experience managing remote/overseas teams and hourly driver workforces.
- Tech-Savvy: Proficiency with NEMT scheduling software (e.g.,
MediRoutes, Bambi, TripMaster) and GPS tracking/telematics systems.
- Problem Solving: Ability to make critical, split-second decisions
regarding routing changes, driver call-outs, and vehicle emergencies.
- Communication: Exceptional verbal and written communication skills to
effectively manage relationships between overseas staff, local drivers,
and corporate partners.
- Flexibility: Willingness to be on-call for emergency escalations
outside of standard daily windows.
Benefits
Benefits
& Perks
- Competitive
base salary with performance-based bonuses tied to fleet efficiency,
partner satisfaction, and other KPIs.
- Health
insurance.
- Paid
Time Off (PTO)
- Significant
career growth potential as the fleet scales.