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 

• Associate's or Bachelor's 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.