Routing (Dispatch) Supervisor

Location: San Antonio, Texas; must be a US citizen and available to support flexible shifts, including evenings, weekends, and holidays.

Company

Technology and services company providing a proprietary platform and nationwide provider network for non-emergency medical transportation, supporting Medicare Advantage, Medicaid, and healthcare provider programs.

What you will do

• Lead, coach, and develop Routing (Dispatch) Coordinators handling advance-notice and short-notice trip requests.
• Oversee daily routing and dispatch operations, including coverage, productivity, standard operating procedures, scheduling, shift coverage, timekeeping, and PTO.
• Monitor live trip dashboards and on-time performance, intervening when performance falls below target.
• Resolve complex and high-impact trip recovery issues with transportation providers and healthcare facilities.
• Ensure trips use the most cost-effective transportation mode; audit errors and lead corrective action and retraining.
• Conduct quality reviews, one-on-ones, performance evaluations, onboarding, training, KPI reporting, and process improvement in collaboration with operations leadership, HR, Network Management, Provider Relations, and Contact Center teams.

Requirements

• High school diploma or equivalent.
• At least three years of transportation or delivery logistics experience, including at least one year in a lead or supervisory role.
• Experience with transport management systems.
• Experience coaching, developing, and managing team performance in a fast-paced operational environment.
• Leadership, communication, delegation, analytical, interpersonal, customer service, problem-solving, conflict-resolution, and decision-making skills.
• Ability to manage escalations and competing real-time priorities, adapt quickly to unforeseen circumstances, and lead a team through change.
• Must pass a criminal background record check.
• Must be a US citizen.

Nice to have

• Associate's or Bachelor's degree.
• Knowledge of Medicaid NEMT guidelines.
• Knowledge of Texas transit systems and providers.
• Prior inbound call center or dispatch center leadership experience.
• Experience with workforce management, scheduling, and QA tools.
• Bilingual Spanish.

Culture & Benefits

• Fast-paced operational environment focused on reliable healthcare transportation and patient experiences.
• Flexible shift availability is required to support evening, weekend, and holiday operations.
• Work includes cross-functional collaboration with operations, network, provider relations, contact center, and HR teams.