Routing Supervisor

Job Description We are looking for an experienced Routing (Dispatch) Supervisor to lead our growing routing team in San Antonio, TX!

Primary Responsibilities

Lead, coach, and develop a team of Routing (Dispatch) Coordinators responsible for routing and dispatching advance notice and short notice trip requests

Oversee daily routing and dispatch operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts

Monitor live trip monitoring dashboards and team performance against on-time performance targets, intervening when metrics fall below standard

Serve as the escalation point for real-time trip recovery, resolving complex or high-impact issues with transportation providers and healthcare facilities

Ensure trips are routed to the most cost-effective mode of transportation and audit for mode of transport errors, driving corrective action and retraining as needed

Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted dispatch operations

Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching and corrective action in partnership with leadership and HR

Onboard and train new Routing Coordinators and maintain up-to-date training materials and SOPs

Analyze routing and performance data to identify trends and lead process improvement initiatives

Report on team KPIs, staffing, and operational issues to operations leadership

Collaborate cross-functionally with Network Management, Provider Relations, and Contact Center teams

Other duties as assigned

Required Education and Experience

High school diploma or equivalent

Minimum of three (3) years transportation/delivery logistics experience, including at least one (1) year in a lead or supervisory role

Experience with transport management systems

Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment

Preferred Education and Experience

Associates or Bachelors degree preferred

Knowledge of Medicaid NEMT guidelines

Knowledge of Texas transit systems and providers

Prior inbound call center or dispatch center leadership experience Experience with workforce management, scheduling, and QA tools

Bilingual Spanish

Skills

Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high stress environment

Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone

Sound judgment and decisiveness when managing escalations and competing real-time priorities

Ability to delegate effectively while maintaining ownership of team outcomes

Strong analytical skills with the ability to interpret operational data and translate it into action

Exceptional interpersonal skills, customer service, problem solving, and conflict resolution

Ability to adapt to unforeseen circumstances quickly and lead a team through change

Job Requirements

Must be able to pass criminal background record check

Must be US Citizen

Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs require

About SafeRide Health

SafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation.

Our platform supports the nation's largest Medicare Advantage, Medicaid, and provider programs-improving health outcomes and patient experiences at scale.

Learn more at www.saferidehealth.com.