NEMT Call Taker / Dispatcher

Location: San Diego, California

About the Role

The NEMT Call Taker / Dispatcher is an entry-level Operations position designed to develop employees into future Dispatchers. The role begins with learning the fundamentals of NEMT through call taking, customer service, scheduling, trip documentation, and transportation software.

As the employee demonstrates proficiency and operational knowledge, they will receive additional training and responsibilities in Dispatch, including coordinating drivers, monitoring trips, managing schedule changes, and supporting daily transportation operations.

This position is ideal for a dependable, organized, and customer-focused individual who enjoys working in a fast-paced environment and is interested in building a career in NEMT operations.

What You'll Do

• Answer incoming calls and provide professional, courteous customer service.
• Gather and accurately document patient and trip information.
• Schedule and update transportation requests using company software.
• Communicate effectively with patients, facilities, drivers, and leadership.
• Monitor trip information and communicate changes, delays, cancellations, and other issues.
• Learn company service areas, NEMT procedures, and transportation workflows.
• Support Drivers and the Operations team with day-to-day transportation needs.
• Escalate urgent or unresolved issues to the appropriate leadership.
• Maintain accurate documentation and protect patient confidentiality.
• Progress into Dispatcher training and responsibilities as proficiency is demonstrated.
• Follow company policies and uphold America West's values of Commitment to Customers, Respect, Dependability, Integrity, and Accountability.

Qualifications

• High school diploma or equivalent preferred.
• Strong verbal and written communication skills.
• Fluency in speaking and understanding English.
• Excellent customer service and interpersonal skills.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable using computers, smartphones, and electronic applications.
• Ability to learn transportation and dispatch software.
• Ability to remain calm and professional when handling time-sensitive situations.
• Reliable attendance and punctuality.
• Ability to work effectively as part of a team.
• Willingness to learn NEMT operations and develop into a Dispatcher.

Preferred Skills

• Previous call center, customer service, scheduling, transportation, healthcare, or dispatch experience.
• Previous NEMT or medical transportation experience.
• Experience with transportation management or dispatch software.
• Bilingual or multilingual communication skills.
• Strong problem-solving and decision-making skills.
• Experience coordinating multiple schedules or activities simultaneously.
• Interest in developing a long-term career in transportation operations and Dispatch.

Final pay rate is determined based on qualifications, experience, and performance, at the employer's discretion.

America West is an Affirmative Action/EEO employer committed to diversity and inclusion. All qualified applicants for the NEMT Driver position will be considered without discrimination.

We are an equal opportunity employer committed to a workplace free of discrimination and harassment. In accordance with applicable federal, California, and local laws, including the California Fair Employment and Housing Act, we do not discriminate against any employee or applicant based on race, color, religion (including religious dress and grooming practices), creed, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, age (40 and over), military or veteran status, or any other characteristic protected by law. As a non-emergency medical transportation provider, certain positions may be subject to Department of Transportation (DOT) regulations, including pre-employment and random drug and alcohol testing, physical qualifications, and driving record requirements, where permitted by law. We support reasonable accommodations for disabilities and religious practices, subject to the requirements of safe operations and the physical security of all parties involved.