Laboratory Express Dispatch Manager

Laboratory Express Dispatch Manager

Location: Eads, TN
Department: Operations – Dispatch
Reports to: COO
Schedule: Full-Time, with 24/7 Operation (includes nights, weekends, and holidays)

About the Role

The Dispatch Manager oversees the real‑time coordination of nationwide medical courier operations supporting clinical labs, hospitals, pharma, and research organizations. This role manages a high‑volume dispatch center, directs a network of vendors, and ensures safe, compliant, and on‑time pickup/delivery of specimens and other healthcare materials.

This manager must be self-motivated and highly skilled in NFO (Next Flight Out) shipments, airline counter processes, and rapid decision‑making in a 24/7/365 environment.

Key Responsibilities

Dispatch & Operational Execution

• Lead the daily dispatch operation, assigning and monitoring work performed by vendor couriers across multiple regions and schedules.
• Manage all service types including STAT, scheduled, on‑demand, routed, and NFO shipments.
• Coordinate NFO workflows: booking flights, communicating with airline counters, confirming tender/cutoff times, tracking flight statuses, and ensuring proper chain of custody.
• Optimize routing and vendor utilization while minimizing delays, deadhead, and cost.
• Ensure full compliance with regulatory requirements including HIPAA, OSHA, DOT, and Air Cargo operational procedures.
• Respond to issues such as delays, vendor cancellations, weather events, and flight changes with proactive solutions.
• Oversee after‑hours, overnight, weekend, and holiday dispatch coverage for a 24/7/365 operation.

Vendor & Team Leadership

• Manage and support a team of dispatchers; provide ongoing coaching, training, and performance feedback.
• Coordinate with general contractors, ensuring proper onboarding, expectations, route understanding, and compliance with service standards.
• Conduct post‑incident reviews with dispatchers and vendors to ensure process improvements.

Customer & Stakeholder Communication

• Serve as the escalation point for hospitals, laboratories, clinics, pharma, and internal partners.
• Deliver proactive ETA updates, service recovery communication, and incident follow‑ups.
• Work closely with Leadership and field operations on client expectations, service issues, and new account launches.

Quality, Compliance & Continuous Improvement

• Monitor SLAs including STAT response time, on‑time performance, and specimen integrity accuracy.
• Conduct documentation audits to ensure proper chain of custody, NFO documentation, temperature logs, and SOP adherence.
• Lead root-cause analysis and corrective action plans following service failures or specimen integrity concerns.
• Improve dispatch processes, workflows, and efficiency through data insights and vendor performance trends.

Required Qualifications

• 3–5 years dispatch/operations experience in medical courier, laboratory logistics, aviation cargo, or time‑critical delivery.
• Experience managing NFO shipments is required.
• Previous leadership experience (dispatcher lead, supervisor, or manager).
• Strong knowledge of HIPAA, chain of custody, cold chain handling, and specimen transportation standards.
• Familiarity with dispatch/TMS systems, GPS tracking, and flight tracking platforms.
• Strong communication skills—calm, clear, and professional during high‑pressure situations.
• Ability to work in and support a 24/7/365 environment, including nights, weekends, and holidays as needed.

Preferred Qualifications

• Experience scheduling NFO shipments.
• Experience coordinating general contractor/vendor companies.
• IATA/ICAO Dangerous Goods Awareness.
• Experience with airline counter operations or air cargo logistics.
• Multi‑region or multi‑state dispatch oversight.

Core Competencies

• Urgency & Decision‑Making: Ability to triage complex, time‑critical workloads quickly.
• Operational Excellence: Routing, ETA management, and real‑time problem solving.
• Compliance Mindset: Protects patient data and specimen integrity at all times.
• Leadership: Coaches dispatchers and manages vendor expectations and performance.
• Customer Focus: Clear, proactive communication to maintain client trust.
• Analytical Skills: Uses data to identify trends and implement improvements.

Work Environment

• Fast‑paced dispatch center with continuous real‑time communication.
• Extended computer/phone work.
• Occasional need to handle packages up to [30–50 lbs]
• Scheduling airport/NFO handoffs.
• Must be able to support an operation running 24/7/365.