About the Role
We are looking for an organised, proactive, and detail-oriented Dispatcher to coordinate non-emergency medical transportation (NEMT) services for patients and members in the United States.
In this role, you will be responsible for coordinating transportation requests, assigning trips to drivers, monitoring journeys in real time, and ensuring that members arrive at their destinations safely and on time. You will act as the central point of communication between drivers, healthcare facilities, scheduling teams, and other stakeholders to keep daily transportation operations running smoothly.
The ideal candidate has experience in dispatch, logistics, or transportation coordination and can think on their feet when schedules change or unexpected issues arise. You should be comfortable working across multiple systems, managing competing priorities, and communicating clearly and professionally in a fast-paced environment.
Requirements
Key Responsibilities
Trip Intake & Scheduling
- Receive and review transportation requests through systems such as Zoho Desk and MOVI.
- Verify trip details, including pickup and drop-off locations, appointment times, service requirements, and any special accommodations.
- Confirm trip readiness, eligibility, and required authorisations in line with company procedures.
- Identify missing information or scheduling conflicts before trips are assigned.
Driver Coordination
- Assign trips to drivers based on availability, location, vehicle suitability, and service requirements.
- Communicate trip details, special instructions, and schedule changes clearly to drivers.
- Monitor driver availability and trip progress throughout the day.
- Coordinate adjustments when drivers become unavailable or transportation needs change.
Real-Time Dispatch Management
- Monitor active trips and track on-time performance.
- Respond promptly to delays, cancellations, driver no-shows, vehicle breakdowns, and missed pickups.
- Provide routing guidance and support to drivers when needed.
- Communicate transportation updates and estimated arrival times (ETAs) to healthcare facilities, medical offices, staff, and family members.
- Coordinate return trips, facility wait times, and same-day transportation changes.
- Resolve service concerns professionally while prioritising member safety and continuity of service.
Documentation & System Updates
- Update trip statuses accurately in dispatch and transportation management systems.
- Record delays, cancellations, incidents, and service-related issues.
- Maintain complete trip notes and required compliance documentation.
- Ensure records are accurate, up to date, and aligned with company procedures.
Problem-Solving & Operational Support
- Identify and resolve scheduling conflicts, coverage gaps, and potential service disruptions.
- Escalate urgent or complex issues to the appropriate team members or management.
- Collaborate with schedulers, drivers, and operational teams to maintain efficient service delivery.
- Assist with urgent or additional transportation requests when required.
Requirements
- Previous experience in dispatch, transportation coordination, logistics, or fleet operations is required.
- Strong organisational and time-management skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple trips, requests, and priorities simultaneously.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Comfortable working with scheduling software, transportation management systems, and digital communication tools.
- Strong attention to detail when reviewing trip information and maintaining records.
- Ability to work independently in a fully remote environment.
- Willingness to work US business hours consistently.
Preferred Experience
- Experience with non-emergency medical transportation (NEMT) operations.
- Familiarity with healthcare scheduling and patient transportation coordination.
- Experience using Zoho Desk, MOVI, PCC, or similar dispatch and transportation management platforms.
- Understanding of driver coordination, trip authorisations, and transportation compliance requirements.
- Familiarity with basic medical terminology and insurance processes.
- Experience communicating with healthcare facilities, medical offices, drivers, or patients.
Key Skills & Competencies
- Attention to detail: Ensuring trip information, schedules, and documentation are accurate.
- Problem-solving: Responding quickly and effectively to unexpected changes and service disruptions.
- Communication: Providing clear updates to drivers, facilities, and internal teams.
- Coordination: Managing multiple moving parts while keeping trips on schedule.
- Customer service: Handling enquiries and concerns professionally and empathetically.
- Adaptability: Adjusting to changing priorities in a fast-paced operational environment.
- Technology proficiency: Learning new systems quickly and confidently navigating multiple platforms.
What We Offer
- Fully remote work from South Africa.
- Full-time employment opportunity.
- Consistent working hours aligned with US business operations.
- The opportunity to contribute to essential healthcare transportation services.
Important Recruitment Notice
Fraud Disclaimer: ReWorks Solutions will never request payment during the recruitment process or require candidates to attend in-person office visits. All official recruitment communication will come from a ReWorks Solutions email address. Please contact our team directly if you receive any suspicious messages claiming to represent us.
