Medical Dispatcher

Makati, Metro Manila
1840 & Company – APAC /
Full-Time /
Remote
We are seeking a detail-oriented, customer-focused NEMT Dispatcher  (Offshore Call Taker) to assist in already scheduled and coordinated non-emergency medical transportation services. The call taker will use CTS TripMaster software for dispatching and live driver monitoring while ensuring seamless communication between clients, drivers, and healthcare providers. 

The ideal candidate will handle inbound and outbound calls professionally, assist customers and drivers with trip inquiries, address service inquiries, reroute trips to another available driver if the original driver cannot perform the trip, and ensure compliance with HIPAA policies. This position requires strong organizational skills, effective communication, and the  ability to troubleshoot real-time dispatching issues efficiently. 

Key Responsibilities:

    • Call Taking & Customer Service:
    • Answer incoming calls professionally and courteously using RingCentral VOIP or other  designated communication platforms.
    • Assist clients and drivers with trip inquiries, modifying or canceling trips based on  clients' medical appointments and transportation needs.
    • Monitor driver locations and adjust routes in real-time to address delays, no-shows, or last-minute trip changes. 
    • Communicate live updates to drivers, ensuring smooth pick-ups and drop-offs. 
    • Verify client eligibility for services and ensure accurate data entry into CTS TripMaster software. 
    • Provide clients with trip confirmations, estimated pick-up times, and driver details. 
    • Address client concerns, complaints, and special requests while maintaining professionalism and empathy. 
    • Maintain a calm and professional demeanor when handling difficult or frustrated clients. 
    • Redirect drivers with navigation, trip-related inquiries, or unforeseen issues to the driver’s support or safety coordinator. 
    • Redirect client, driver, and healthcare provider inquiries about service policies, trip expectations, and company guidelines to the admin team. 
    • Live Driver Monitoring & Compliance: 
    • Track vehicle movement, ensuring adherence to schedules and trip assignments. 
    • Identify potential delays, traffic issues, or safety concerns and promptly notify drivers and clients. 
    • Report driver's compliance issues with company policies, traffic laws, and healthcare transportation regulations. 
    • Conduct driver check-ins and ensure accurate reporting of trip statuses. 
    • Redirect drivers who need assistance documenting incidents, accidents, or service-related issues for management review. 
    • Data Entry & Documentation: 
    • Maintain accurate and up-to-date trip records, client information, and driver logs. 
    • Input trip details into CTS TripMaster and update any modifications in real-time (assigned and reassigned trip details). 
    • Ensure that daily trip completion, cancellations, and service performance are recorded. 
    • Ensure proper documentation of all calls, complaints, and service resolutions. 
    • HIPAA Compliance & Confidentiality: 
    • Handle sensitive patient information in compliance with HIPAA regulations and company confidentiality policies. 
    • Ensure that all client details, medical appointment information, and personal health records remain secure. 
    • Only share necessary trip details with drivers while protecting patient privacy. 
    • Adhere to HIPAA guidelines when communicating with healthcare providers and clients regarding trip details. 
    • Report any breaches of confidentiality or suspicious activity related to client information. 

Qualifications & Requirements:

    • Experience in NEMT dispatching or customer service (preferred). 
    • Ability to learn our dispatch software or other NEMT dispatching platforms. 
    • Familiarity with RingCentral VOIP or similar call center communication systems. 
    • Strong customer service skills, including conflict resolution and patience. 
    • Ability to multi-task in a fast-paced, high-call-volume environment. 
    • Excellent verbal and written communication skills in English. 
    • Strong problem-solving and critical-thinking skills. 
    • Knowledge of HIPAA policies and confidentiality best practices. 
    • Reliable internet connection and ability to work remotely in a U.S. Eastern Time Zone (EST) schedule. 
$3 - $4 an hour
About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.