Router/Dispatcher at Express Medical Transporters

Description

Since 1996 EMT has provided compassionate, safe, and timely transport. Our team is dedicated to transporting any passenger no matter what disabilities or challenges they may face. We take extraordinary pride in transporting our passengers to their desired destination. 

Who We Serve: EMT serves organizations in the St. Louis, Missouri metro and surrounding areas, including neighboring areas in Illinois, as well as Cumberland, Maryland. These organizations include school districts, hospitals, doctor's offices, and more. We also transport individuals and families to and from appointments or simply when they need a ride. This position requires professionalism, warmth, and a commitment to excellent service—values that define EMT's missions, visions, and values.

We are seeking a dedicated Router/Dispatcher to join our team in a fast-paced non-emergency medical transportation environment. The ideal candidate will be responsible for planning, scheduling, and dispatching transportation routes to ensure safe, timely, and cost-effective trips for our clients. This role requires strong communication, organizational, and problem-solving skills to coordinate drivers, optimize routes, and provide excellent customer service within a fast-paced non-emergency medical transportation environment.

Essential Functions:

Routing & Scheduling

• Develop, adjust, and optimize daily routes for NEMT trips based on client schedules, trip requests, and service levels.
• Assign trips to drivers according to location, vehicle type (ambulatory, wheelchair, stretcher), and availability.
• Monitor real-time traffic, weather, and road conditions to make route adjustments as needed.
• Ensure compliance with contractual time requirements and on-time performance standards.

Dispatching & Communication

• Dispatch drivers and provide trip details, changes, and updates throughout the day.
• Serve as the primary point of contact for drivers regarding routing, scheduling, and operational issues.
• Maintain clear communication with clients, caregivers, and facilities regarding pick-up/drop-off times or delays.
• Document and escalate service failures, incidents, or complaints.

Operational Support

• Track driver availability, vehicle capacity, and service area coverage to maximize efficiency.
• Coordinate with the operations supervisor and fleet team regarding vehicle readiness, maintenance, and availability.
• Utilize dispatch and scheduling software (e.g., Trapeze, Route Genie, Medi Routes, etc.) to manage trip assignments.
• Maintain accurate records of trips, cancellations, and operational issues.

Compliance & Safety

• Ensure adherence to company policies, state/local regulations, and NEMTAC/Medicaid guidelines.
• Verify that assigned vehicles meet accessibility and safety requirements.
• Support emergency response or backup trip arrangements when disruptions occur.
•  Other duties as assigned

Requirements

Education: 

High school diploma or equivalent (Associate’s or higher preferred).

Experience: 

• Prior experience in transportation, dispatching, or NEMT routing strongly preferred.
• Minimum two years of experience in actively and effectively routing a group of operators/Drivers.
• Experience with Microsoft Office Suite including Word, Excel, Power Point and Access.
• Strong knowledge of geographical areas of operations as well as transportation and routing software and mapping programs to facilitate efficient routing.

Express Medical Transporters (EMT) is dedicated to inclusive hiring and employment practices and will make every effort to provide reasonable accommodations to any and all essential functions or requirements of its jobs and stated duties upon request or direct knowledge of a need for such accommodation.