At One Call Solutions, we are committed to providing reliable, compassionate, and efficient non-emergency medical transportation (NEMT) and PACE services to our community. Using innovative tools like the One Care Solutions Platform, we deliver exceptional care and dependable transport to patients and participants of all ages and needs. Our fast-paced, tech-driven team operates with professionalism and a friendly, community-oriented approach.

The Senior Team Leader – Dispatch Team plays a critical leadership role in ensuring the smooth, efficient, and timely coordination of rides for non-emergency medical transportation services. Leading a team of dispatch professionals, this position is responsible for supervising day-to-day dispatch operations, supporting dispatch staff, managing escalations, and maintaining high standards of service delivery. This role also collaborates closely with billing, customer service, operations, and support teams to ensure an integrated and responsive transportation experience.

Team Leadership & Support

• Supervise and support a team of 20 dispatchers to ensure optimal performance and adherence to service standards.
• Monitor daily dispatch activity, coach staff in real-time, and provide ongoing training and mentoring.
• Facilitate dispatcher scheduling, performance tracking, and team performance reviews.
• Act as a point of escalation for complex service issues or trip coordination challenges.

Dispatch Operations

• Oversee the assignment and dispatching of trips using the One Care Solutions Platform.
• Monitor and optimize routing, vehicle utilization, and real-time trip management to ensure timely service.
• Analyze patterns in delays, cancellations, or missed pickups and implement improvements.
• Coordinate with drivers and fleet teams to support on-the-ground operations.

Interdepartmental Coordination

• Work closely with the Billing Team to ensure trip records are accurate and compliant with reimbursement requirements.
• Collaborate with the Customer Service Team to respond quickly to rider inquiries, complaints, and service issues.
• Support the Operations Manager with data-driven insights and team updates.
• Manage and document incident reports, trip exceptions, and service recovery actions.

Compliance & Reporting

• Ensure dispatch operations comply with internal policies, HIPAA, and regulatory standards.
• Maintain documentation and reporting for internal audits, QA reviews, and service contracts.
• Generate regular reports on KPIs including on-time performance, trip completion rates, and dispatcher productivity.

• High school diploma or equivalent required; Associate’s or Bachelor's degree in Business, Logistics, Healthcare Administration, or related field preferred.
• Minimum of 3–5 years of dispatch or transportation coordination experience, with at least 1–2 years in a leadership or supervisory role.
• Previous experience in NEMT or healthcare transportation preferred.
• Proficiency with the One Care Solutions Platform and Microsoft Office Suite.
• Strong communication, organizational, and leadership skills.
• Ability to perform under pressure in a fast-paced environment with a problem-solving mindset.
• Knowledge of HIPAA regulations and commitment to maintaining confidentiality and compliance.

Work Environment & Schedule:

• Full-time, on-site position with availability for rotational shifts, weekends, or on-call support as needed.
• Fast-paced, tech-focused, and collaborative team setting.
• Occasional travel or field visits may be required to support operations or training.

Why Join Us?

• Be a part of a community-oriented company that values teamwork, respect, and service excellence.
• Work with a modern tech platform and contribute to innovation in the healthcare transportation space.
• Lead a supportive team in a mission-driven environment where your leadership directly impacts patient care and access.