DISPATCHER OVERNIGHT LEAD – DIAMOND BAR, CA

JOB DESCRIPTION:

Under the supervision of the Dispatch Manager, the Dispatcher Lead has the primary role responsible for the scheduling of vehicles and vendors. In addition, this role analyzes trip assignment in various ways to make positive changes to improve on time performance of our vendors and our drivers. This role’s success is based on quality of the routes assigned to our fleet and the consistency to policy adherence of vendor trip assignment.

RESPONSIBILITIES:

Customer Service

• The Dispatch Lead role is utilized for phone coverage during peak call times or when staff is insufficient to answer calls within our contractual requirements.

Dispatch

• Responsible for all duties in this job description and ensuring the duties in the Dispatcher Lead role are completed. If Dispatcher I is unavailable, sick, or otherwise not present at work, the Dispatch Lead role is responsible for all tasks outlined in both job descriptions.
• 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.
• Determines the best vehicle or vendor to assign a standing order.
• Updates assigned vehicle/vendor identifier on a standing order for use in scheduling by the Dispatch II role.
• Reviews the work completed by Dispatch II for accuracy.
• Verifies daily vendor trip volume to ensure it does not exceed the thresholds set by the Leadership team.
• Analyzes existing routes to ensure gaps are filled with new trips.
• Analyzes trips assigned outside of our fleet to determine if new routes can be created for potential (not acquired) vehicles and submits findings to leadership.
• Maintains driver time off request schedule sheet.
• Maintains driver home base and vehicle list sheets.
• Maintains (member) hospital sheet
• Maintains the master vendor service area and level of service sheet as directed by leadership.
• Analyzes “No Show/Cancellation” log each day and makes adjustments to schedules as needed.
• Reviews trips to ensure trips are only assigned to vendors who cover the mode of transport (LOS or Space Type or Mobility Aid).
• Arranges special events for clients.
• Participates in weekly meetings with leadership.

Overall

• Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management.
• Maintains 100% accuracy with all aspects of the position.
• Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
• Must complete the MediRoutes training (minimum 2 hours)
• Responsible for new despatcher training
• Ensure all dispatcher related tasks are completed
• Trouble shooting all issues independently
• Any other duties as assigned by management.

Requirements:

• Must pass a Criminal Background
• Must pass government exclusion list at time of hire and monthly thereafter.
• Advanced experience using PC software programs including but not limited to MediRoutes, Microsoft Office (Word, Excel, etc.), Google Drive, and TomTom WebFleet and C.C.E.R.R.T.S
• Advanced experience with the transportation industry and/or dispatch
• Experience with customer service, taking inbound and making outbound calls in a high-volume call center.
• Able to type at least 45 wpm.
• Take high volume of inbound calls.
• Make high volume of outbound calls.
• Availability to work hours ranging from 5:00 AM to 9:00 PM Weekdays, Weekends & Holidays

ACCOMMODATION: Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.