Dispatch Supervisor (Remote)

Pyramid Healthcare is dedicated to offering the highest quality of care to those we serve.  A focus on client-focused care establishes our family of brands as respected leaders in addiction treatment, mental health recovery and eating disorder treatment modalities.

Pyramid Healthcare offers comprehensive behavioral healthcare defined by supportive environments that offer patients the strength they need to overcome life’s challenges.  We offer behavioral healthcare services – psychiatry, addiction recovery, mental disorder treatment, etc. – that allow clients at all stages of recovery or rehabilitation to reclaim health and well-being.

Summary: The Dispatch Supervisor provides day-to-day leadership and operational oversight for Client Transportation dispatch functions. This position ensures safe, timely, efficient transportation coordination; accurate documentation; appropriate staffing and workflow coverage; strong cross-departmental communication; and consistent performance management, quality monitoring, and process improvement. 

Essential Duties and Responsibilities: 

• Provide direct supervision, coaching, performance management, and development for Dispatch staff and Team Leads.  

• Oversee daily dispatcher, ETA communication, facility request, and Modivcare functions to ensure clear ownership, appropriate coverage, and effective handoffs.  

• Monitor transportation operations to support accurate scheduling, efficient routing, appropriate driver utilization, timely request completion, and proactive communication.  

• Coordinate staffing schedules, PTO and call-out coverage, workflow assignments, and contingency plans to maintain operational continuity.  

• Prioritize same-day admissions and urgent transportation needs and provide escalation support for service disruptions, capacity constraints, and unresolved requests.  

• Monitor workflow, service levels, call performance, documentation, and staff availability through approved systems, including MediRoutes, Salesforce, Smartsheet, Five9, Uber Health, Modivcare/TripCare, and Power BI.  

• Ensure transportation requests, client records, trip details, call dispositions, status updates, completion notes, and client communications are accurate and timely.  

• Investigate transportation complaints, driver concerns, client incidents, service failures, and operational disruptions, ensuring timely resolution and required documentation.  

• Ensure compliance with emergency, incident, accident, elopement, nonresponsive-client, safety, privacy, and escalation procedures.  

• Conduct quality audits, review KPI dashboards and scorecards, identify trends, and implement coaching, recognition, corrective action, or process-improvement plans.  

• Lead huddles, shift handoffs, operational reviews, supervision meetings, onboarding, training, and department improvement initiatives.  

• Partner with Admissions, Facilities, Marketing, Nursing, driver leadership, and other departments to resolve barriers and improve the client transportation experience. 

• Must exercise discretion and maintain confidentiality with regard to all company information 

• Completion of all required trainings as designated by the company and accreditation/licensing entities. 

• Other duties as assigned. 

Supervisory Responsibilities 

Directly supervises Dispatch staff and Team Leads. Responsibilities include interviewing and selection, onboarding, training, scheduling, assigning work, coaching, recognizing performance, evaluating employees, addressing concerns, and administering corrective action in accordance with company policy. 

Required Qualifications 

Education, Licensure, & Experience 

• Bachelor’s degree in Healthcare Administration, Business Administration, Logistics, Operations Management, Human Services, or a related field preferred.  

• A minimum of three years of experience in dispatch, transportation coordination, healthcare operations, call-center operations, or a related field is preferred.  

• Previous supervisory or leadership experience is preferred.  

• Experience with transportation routing, CRM, telephony, work-management, reporting, or non-emergency medical transportation platforms is preferred.  

• Knowledge of CARF standards and behavioral healthcare transportation practices is preferred. 

Job Knowledge, Skills, and Abilities 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Excellent oral and written communication, interpersonal, coaching, conflict-resolution, organizational, and time-management skills.  

• Strong leadership and performance-management skills with the ability to coach staff, establish expectations, and promote accountability.  

• Ability to analyze operational information, reports, and KPI dashboards, identify trends or root causes, and implement practical solutions.  

• Working knowledge of dispatch technology, transportation workflows, workforce scheduling, quality auditing, and documentation standards.  

• Ability to prioritize competing operational needs and respond appropriately to high-volume periods, service disruptions, crisis situations, and changing business needs.  

• Ability to build collaborative relationships across departments and effectively resolve or escalate operational concerns.  

• Working knowledge of applicable federal and state standards and regulating-body and compliance requirements. 

Physical Demands 

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is regularly required to sit for extended periods, use hands and fingers to operate computers, keyboards, telephones, and other office equipment, and perform repetitive keyboarding and fine manipulation. The employee is occasionally required to stand, walk, reach with hands and arms, bend, stoop, or twist. 

The employee may occasionally lift and/or move up to 25 pounds and seldom lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The position requires frequent use of computer monitors and multiple technology platforms throughout the workday. 

Work Environment  

This position primarily operates in an office and dispatch environment and requires frequent use of computers, telephones, communication systems, and transportation technology platforms. The noise level is generally moderately quiet; however, the work may become fast-paced during high-volume periods, urgent transportation needs, or service disruptions. 

The position is scheduled based on operational needs and may require local travel. The employee is required to provide their own transportation when travel is necessary. While working at or visiting healthcare facilities, the employee may be exposed to viruses, diseases, infections, and emotionally sensitive or traumatic situations. 

Compensation: 
This position may be subject to state or local wage transparency requirements. Where required by law, a compensation range will be provided. For candidates applying in jurisdictions with such requirements, the applicable range will be disclosed either in this posting or during the interview process. Please note that compensation may vary depending on factors such as geographic location, experience, qualifications, and internal equity. To inquire about the salary range for your specific location, please contact our recruitment team. 

The starting compensation for this role is $38,000/year; final compensation will be determined based on skills, experience, and qualifications.

Pyramid CORE Values:

We are committed and proud to live our CORE values and use them to inspire those around us.  Our employees are expected to align with these values, behaviors, and standards.  We are held accountable for upholding these CORE Values:  INTEGRITY is striving to be honest, transparent, and ethical when dealing with clients, staff, and the community.  DEDICATION is demonstrating an unwavering commitment to always provide exceptional care and support to those we serve is needed daily.  COLLABORATION is a steadfast, team-focused approach; working together to achieve excellence.  PASSION is genuine, compelling, and relentless desire to improve lives and support Pyramid Healthcare’s mission.

Total Rewards for Full-Time Positions:

• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• 401(k) with Company Match
• Tuition Reimbursement
• Employee Recognition Programs
• Referral Bonus opportunities
• And More!

Want to know more?

To learn more about Pyramid Healthcare, and how you can achieve personal and professional growth, visit us at: https://bit.ly/Pyramid-Careers.

Pyramid Healthcare, Inc. is proud of its diverse workforce, and is an Equal Opportunity Employer.