Job Title: NEMT Dispatcher
Location: Glen Allen, Virginia (On-site)
Reports To: Manager, Transportation
THIS POSITION WORKS ON-SITE DAILY AT OUR GLEN ALLEN, VA LOCATION
Position Overview
The NEMT Dispatcher is responsible for coordinating, scheduling, and monitoring non-emergency medical transportation trips to ensure members are transported safely, timely, and in compliance with contract, regulatory, and service-level requirements. This role serves as a central point of communication between members, transportation providers, drivers, and internal teams, and is critical to daily operational success.
Key Responsibilities
โข Receive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirements
โข Coordinate trip assignments with contracted transportation providers and drivers using MediDriveโs Transportation Management System (TMS)
โข Monitor trips in real time to ensure on-time pickup, trip completion, and adherence to service standards
โข Communicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issues
โข Resolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepancies
โข Document all trip activity, communications, and exceptions accurately and in real time within the system
โข Verify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatch
โข Escalate service failures, safety concerns, or compliance issues according to established protocols
โข Support provider performance by identifying recurring issues and communicating trends to management
โข Work collaboratively with call center, provider relations, compliance, and quality teams
โข Maintain strict confidentiality and comply with HIPAA and all applicable state and federal regulations
โข Participate in training, quality initiatives, and process improvement efforts as required
Qualifications
โข High school diploma or GED required; associate degree or relevant coursework preferred
โข Minimum of 1โ2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operations
โข Familiarity with Medicaid, Medicare Advantage, or healthcare transportation environments strongly preferred
โข Proficiency with dispatch systems, TMS platforms, and standard office software
โข Strong verbal and written communication skills
โข Ability to multitask, prioritize, and remain calm in a fast-paced, high-volume environment
โข Strong problem-solving skills and attention to detail
โข Customer-service oriented with a focus on member experience and provider collaboration
โข Ability to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as required
Work Environment
โข This position is based on-site at MediDriveโs Glen Allen, Virginia office
โข Fast-paced operational environment with continuous phone and system activity
โข Extended periods of sitting, computer use, and phone communication required
Preferred Attributes
โข Knowledge of Virginia Medicaid NEMT requirements
โข Experience working with multiple transportation modes (ambulatory, wheelchair, stretcher, mileage reimbursement, volunteer drivers)
โข Bilingual (English/Spanish) a plus