Lead Dispatcher: We Care Daily Clinics
Location: Auburn, Washington
About We Care Daily Clinics:
We Care Daily Clinics (WCDC) is a warm, welcoming, and modern facility that provides treatment for addiction in a person-centered environment located in Auburn. WCDC seeks to renew hope and purpose for those battling opioid use by removing barriers, providing a holistic approach to recovery, and utilizing evidence-based treatment to restore healthy living. Our top priority is to provide the highest levels of patient-centered care to those we serve.
WCDC is an Opioid Treatment Program (OTP) facility using FDA approved medication paired with behavioral health counseling. Our individual service plans are built around patients in a supportive, safe environment to create a personalized pathway to recovery. In addition to recovery, we also offer planned patient transportation and family and social support.
WCDC’s first two mobile clinics launched October 2022 in Seattle and Tacoma. The mobile clinics offer the same evidence-based, quality treatment that is available at the Auburn clinic, including medication for opioid use disorder, behavioral health counseling, peer support, transportation, telehealth, and referral services. A third mobile unit will be launched later this year in the SODO district.
Job Description:
Characteristics of a We Care Daily Clinics Employee:
If you are:
- Patient-Centered – Seeks to understand and effectively address the needs and challenges of our patients.
- Quality focused – Focused on providing quality, evidence-based care to our patients. We utilize a proven model that pairs MOUD with behavioral health counseling in a compassionate environment.
- Highly motivated, detail oriented and organized, with the ability to thrive in a fast-paced environment.
- Committed to a holistic approach that removes barriers for patients, We Care Daily Clinics is the perfect place for the next step in your career.
Job Summary:
The Lead Dispatcher is responsible for overseeing the daily operations of the non-emergency medical transportation dispatch team. This role involves coordinating transportation schedules, training, and supporting a team of dispatchers, and ensuring timely and efficient service delivery to clients. The Lead Dispatcher will work closely with drivers, healthcare facilities, and the director of transportation to maintain high standards of safety and customer satisfaction.
Essential Job Functions:
- Receive, relay and/or transmit dispatch for transportation in the most accurate and efficient and timely manner.
- Monitors daily dispatch routes for errors, optimization, and/or compliance violations .
- Assist with planning for ridership growth and route optimization.
- Assist with creating and maintaining dispatch training playbook.
- Assist with delivering training to new and existing dispatchers.
- Assist with monitoring communication channels (Email, Radio and Phone) to ensure timely responses to members, drivers, and health facility requests.
- Anticipates weather complications along routes and at the drivers' destinations; communicates delays and route changes, as necessary
- Assist with planning for dispatcher shift schedules, finding coverage for call outs and PTO and providing coverage when needed.
- Maintain strict confidentiality in building security system and patient confidentiality
- Maintains radio and/or phone contact with drivers; receives and dispatches response and emergency aid when needed.
- Assist in monitoring and tracking vehicle locations and driver status.
- Report on driver's schedule needs based on ridership growth.
- Readiness and area knowledge to cover unexpected routes or staffing shortages to assure customer needs are met
- Prepare reports as instructed for review
- Ability to work weekends/extended hours on rotation
- Performs other related duties as assigned
Required Skills:
- Communication Skills: Ability to clearly convey information to drivers, clients, and healthcare facilities.
- Organizational Skills: Efficiently manage schedules, routes, and client appointments.
- Problem-Solving: Quickly address issues that arise, such as last-minute cancellations or delays.
- Customer Service: Provide compassionate support and assistance to clients, ensuring their needs are met.
- Technical Proficiency: Familiarity with dispatch software, GPS systems, and communication tools.
- Attention to Detail: Accurately record client information and special requirements for transportation.
- Time Management: Prioritize tasks effectively to ensure timely transportation services.
- Team Coordination: Collaborate with drivers and healthcare providers to ensure smooth operations.
- Stress Management: Stay calm under pressure and handle emergencies or high-stress situations effectively.
- Leadership Skills: Proven ability to lead and manage a team, including training and mentoring junior dispatchers.
- Problem Resolution: Address scheduling conflicts, last-minute cancellations, and other operational issues promptly and effectively.
- Compliance Oversight: Ensure all transportation services comply with relevant regulations and company policies, including safety and operational standards.
Qualifications:
- High school diploma required; an associate's or bachelor's degree in logistics, transportation, or a related field preferred.
- 3+ years of experience in dispatching, preferably in NEMT or transportation services.
- Previous supervisory or leadership experience is highly desirable.
- Strong communication skills, both verbal and written.
- Proficiency in dispatch software, routing systems, and GPS technology.
- Excellent organizational and multitasking abilities.
- Knowledge of transportation regulations and compliance requirements.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Customer service-oriented with a commitment to client satisfaction.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job according to specific company requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, disability, or marital status.
