The University of Texas MD Anderson Cancer Center is ranked the nation’s top hospital for cancer care by U.S. News & World Report’s “Best Hospitals.” MD Anderson’s mission is to eliminate cancer in Texas, the nation and the world through exceptional programs that integrate patient care, research, and prevention.

Team Leader, Dispatcher (Patient Transportation)

SHIFT / HOURS / LOCATION: Monday - Friday (8 AM TO 7 PM - 10hr shifts) includes rotating holidays and weekends) / 100% ONSITE, SHIFT is subject to change based on operational needs. This position is in the Texas Medical Center.

Summary

The Dispatcher Team Lead will manage the daily operations of the Patient Transportation dispatch team, focusing on the effective coordination of transport requests. Key responsibilities include optimizing resource allocation, training dispatch staff, enhancing customer service, and maintaining clear communication with key stakeholders to ensure safe and timely transportation services. This role works closely with the Patient Transportation Management team to achieve these goals.

The ideal candidate for the Team Leader, Patient Transportation will have 3 years of Patient Transportation, Dispatcher experience, healthcare or related to experience to include one year of Lead experience.

I. Operational Oversight

Supervise and support dispatchers in efficiently using electronic systems to assign transports to escorts, ensuring multitasking efficiency.
Maintain comprehensive knowledge of available resources and implement strategies to minimize delays. Communicate contingency plans to management during high-volume periods.
Lead rapid response and dispatch of emergency requests (e.g., code blue stretcher requests), adjusting priorities to ensure timely service.
Oversee and monitor daily workflows to ensure adherence to policies and processes and facilitate a smooth and efficient patient transportation experience.
Serve as a key liaison between escorts, dispatchers, and entry-point staff, ensuring clear communication and coordination of transportation services.
Provide dispatcher training and competency assessment for the department.
As needed, assist with dispatching and transporting patients and guests throughout the hospital via wheelchair and stretchers, demonstrating a commitment to patient care.

II. Conduct Audits and Manage of Data

Regularly perform audits to ensure compliance with established policies and procedures, identifying areas for improvement and reporting findings to management.
Accurately enter and maintain data in the AMP system, ensuring that all operational activities are documented and reported effectively.
Prepare and present reports on departmental activities, performance metrics, and workflow efficiencies to management and relevant committees.
Review assignment logs for accuracy and completeness, liaising with supervisors as necessary.

III. Staff Engagement and Client Relationship Management

Provide guidance and mentorship to dispatch team members, facilitating ongoing training and development to enhance team performance.
Model and promote exemplary customer service standards, answering incoming calls clearly, professionally, and courteously.
Communicate any delays to nursing or requesting units promptly and effectively.
Foster strong relationships with peers and customers, contributing to a collaborative environment and providing feedback to leadership for service improvement.
Complete rounding activities to engage with staff and clients, gather feedback, and foster positive relationships within the department.
Assist management in resolving complex issues, investigating complaints, and addressing concerns with professionalism and sensitivity.
Lead daily huddles to discuss operational updates, address staff concerns, and promote team engagement.
Provide support in the supervisor's absence, ensuring continuity of operations and addressing any immediate issues that may arise.

IV. Area Specific

Operational Lead

Dispatcher Lead
Entry Point Lead
Supervisor
Manager
Associate Director
Director
Executive Director

Other Duties Assigned.

Qualifications

Education

Required: High school diploma or equivalent.

Experience

Required: 3 years of patient transportation, dispatching, healthcare or related to experience to include one year in a lead role.

Preferred: Experience in healthcare or direct patient care.

This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

Requisition ID: 176316
Employment Status: Full-Time
Employee Status: Regular
Work Week: Day/Evening, Days, Evening/Night, Evenings, Nights, Rotating, Weekends
Minimum Salary: US Dollar (USD) 40,000
Midpoint Salary: US Dollar (USD) 50,000
Maximum Salary : US Dollar (USD) 60,000
FLSA: non-exempt and eligible for overtime pay
Fund Type: Hard
Work Location: Onsite
Pivotal Position: No
Referral Bonus Available?: No
Relocation Assistance Available?: No