[Hiring] Dispatcher & Scheduling Coordinator @Diamond Care Transportation

Role Description

This isn’t just answering phones and assigning trips. You’ll build driver schedules ahead of time, run the day-to-day operation, and be the first person to fix problems when they come up. Drivers and riders will come to you with questions, and you’ll be expected to know the answers, including our company policies. You’ll work directly with the owner, take direction from him, and carry it out with the drivers. It isn’t a supervisor title, but the role has real operational responsibility.

• Build daily, weekly and monthly driver schedules ahead of time using our scheduling tools
• Claim and manage trips on broker portals (MTM, Verida and others)
• Dispatch and adjust trips in real time when riders cancel, drivers run late or schedules change
• Coordinate with drivers throughout the day and make sure they follow company policy
• Handle rider, facility and broker calls with good customer service
• Fix problems first and escalate to the owner only when needed
• Keep accurate trip records and documentation

Qualifications

• Several years of NEMT experience, dispatch or scheduling preferred
• Hands-on experience with broker portals such as MTM and Verida
• Tech-savvy: comfortable learning new apps and the custom tools the owner builds (we use Bambi, Deputy and more)
• Customer service experience
• Organized and calm under pressure, with good judgment about what to handle and what to escalate
• Clear communication with drivers, riders and management
• A reliable home workspace with a computer and internet

Company Description

Diamond Care Transportation provides non-emergency medical transportation (NEMT) across the DC Metropolitan area, including wheelchair-accessible trips, for broker partners.