NEMT Dispatch Lead

About Us:

We're dedicated to providing reliable, safe, and compassionate transportation solutions for our community. We pride ourselves on our commitment to excellence, safety, and customer satisfaction. As we continue to grow, we're seeking enthusiastic and dependable individuals to join our team as a Dispatch Lead. The ideal candidate brings strong leadership, problem-solving skills, and a calm, professional demeanor under pressure.

Position Overview:

The Dispatch Lead will coordinate and lead our customer service department which assigns all trips for non-emergency medical transports. Duties include using Traumasoft dispatching software, tracking resources, and telephone communication to transmit assignments with personnel. In this role, one will supervise the productivity, training, and efficiency of our communications department.

The Dispatch Lead will also play a key role in optimizing workflow, upholding service quality, and ensuring excellent communication between dispatch, field crews, healthcare facilities, and clients.

Our operation is part of the Capstone Transportation network which supports both EMS and Non-Medical Transportation operations in four states throughout the country. We work closely with a wide network of healthcare partners, all with the shared goal of ensuring our clients receive the highest level of care and service

Starting Pay: Compensation starts at $20–$22 per hour, with performance-based increases available after 3–6 months.

Qualifications:

• Minimum of 2 years experience in a leadership role. (Required)
• Minimum of 2 years experience in dispatch communications or EMS dispatch. (Required)
• CPR and First Aid certification. (Preferred)
• Must have a High School Diploma or GED
• Excellent computer skills, including but not limited to: Microsoft office products (Outlook, Word, Excel, and Teams), multiple computer-aided dispatch (CAD) systems, GPS tracking, and radio dispatching systems.
• Strong attention to detail and accuracy
• Ability to manage schedules, coordinate logistics, and ensure timely response to calls while maintaining accurate records.
• Demonstrated ability to work in a fast-paced environment
• Strong problem-solving skills with the ability to make quick, informed decisions in stressful, critical, or emergency situations
• Ability to effectively communicate with field crews, healthcare professionals, and the public
• Understanding of HIPAA compliance, healthcare protocols, and local/state transportation regulations.
• Willingness to work various shifts, including nights, weekends, and holidays, as needed.

Essential Functions:

• Lead and motivate a team of up to 5-10 people to increase productivity and profits. Create an environment of employee ownership. Inspire individuals to be possibility thinkers.
• Oversee the receipt, prioritization, and dispatching of incoming and outgoing calls. This involves selecting the most suitable unit based on service level, location, and availability, relaying essential information, and maintaining communication through phone and/or radio systems while tracking each unit until their assignment is complete.
• Plan, organize, or manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements and efficiency.
• Monitor call takers and dispatchers.
• Route transport and technicians to various destinations throughout the day.
• Listen in on calls and give real time feedback
• Oversee all communications within specifically assigned territories.
• Relay work orders, messages, or information to or from drivers, supervisors, or clients, using telephones or dispatch software etc..
• Build relationships with drivers and dispatchers
• Confer with customers or supervising personnel to address questions, problems, or requests for service.
• Tutor and mentor dispatchers and call takers.
• Track attendance for call takers and dispatchers
• Liaison between customer service department and leadership team to improve function or communication.
• Monitor activities of individuals to ensure safety or compliance with rules.
• Implement organizational processes and develop training programs for the communication center.

Non-Essential Functions:

• Maintain professional appearance.
• Assist in the operational training of NEMT dispatchers.
• Maintain professional and clean work environment
• Assist in maintaining office supplies.

Core Values:

The ideal candidate will also actively live out our Core Values in the daily performance of the job. Our core values are:

• CUSTOMER SECOND
• ACCOUNTABILITY
• PASSION FOR LEARNING
• LOVE ONE ANOTHER
• INTELLIGENT RISK TAKING
• CELEBRATION
• OWNERSHIP

Position Type & Location:

• Full-time
• Weekends and evenings as needed
• Must work on-site at our Tucson, AZ headquarters

Why Join Us?

• Supportive Environment: Work in a positive and supportive team environment where your contributions are valued.
• Growth Opportunities: Opportunities for career advancement within our growing company.

This position requires a dedicated professional who is passionate about improving non-emergency medical transportation services while fostering a collaborative work environment. To apply please submit your resume.