Dispatcher

Client Care Specialist II – Dispatcher

Company: One Call Solutions
Department: Operations – Dispatch / Communications Center
Employment Type: Full-Time
Work Arrangement: On-Site | BPO Setup
Work Schedule: Shifting Schedule (Including Night Shifts, Weekends, and Holidays)
Work Location: IBM Building, Eastwood, Quezon City, Philippines

COMPANY OVERVIEW

At One Call Solutions (OCS), we are committed to delivering reliable, compassionate, and efficient support services for Non-Emergency Medical Transportation (NEMT) and Programs of All-Inclusive Care for the Elderly (PACE) in the United States.

Our fast-paced, technology-driven Business Process Outsourcing (BPO) environment emphasizes operational excellence, effective communication, teamwork, and exceptional customer service. We leverage advanced transportation management systems and innovative technology to streamline dispatch operations and enhance the overall patient experience.

JOB SUMMARY

The Client Care Specialist II – Dispatcher is responsible for coordinating, monitoring, and managing daily medical transportation operations to ensure the timely and efficient delivery of transportation services across designated service areas in the United States.

This position requires strong multitasking abilities, sound decision-making, excellent communication skills, and the ability to manage transportation schedules in a fast-paced BPO environment.

The ideal candidate is highly organized, detail-oriented, technologically proficient, and capable of handling time-sensitive transportation requests while maintaining professionalism, accuracy, and exceptional customer service.

KEY RESPONSIBILITIES1. Dispatch Operations & Transportation Coordination

• Coordinate and dispatch assigned drivers and transportation units to ensure timely patient pickups and drop-offs.
• Monitor daily transportation schedules and manage trip assignments based on driver availability, location, vehicle capacity, and operational requirements.
• Handle incoming transportation requests, schedule adjustments, cancellations, and urgent trip modifications.
• Utilize dispatch management systems, GPS tracking tools, and communication platforms to monitor ongoing transportation activities.
• Ensure drivers receive accurate trip information, including pickup and drop-off locations, scheduled times, patient mobility requirements, and special transportation instructions.
• Make real-time dispatch adjustments to address delays, traffic conditions, vehicle issues, and unexpected operational challenges.
• Prioritize transportation assignments based on scheduled appointment times, service requirements, and operational urgency.

2. Real-Time Monitoring & Driver Support

• Continuously monitor active trips, driver locations, and transportation status through designated dispatch systems.
• Maintain consistent communication with drivers through phone calls, messaging platforms, and other approved communication channels.
• Provide timely assistance to drivers regarding route concerns, facility access instructions, scheduling conflicts, and transportation-related inquiries.
• Track trip progress, including driver arrival, patient pickup, transportation completion, and trip closure.
• Identify potential delays and proactively coordinate alternative arrangements when necessary.
• Escalate critical transportation concerns, driver incidents, or service disruptions to the appropriate supervisor or operations manager.
• Ensure all assigned transportation units are properly monitored throughout the shift.

3. Client Care & Communication Management

• Serve as a professional point of contact for drivers, healthcare facilities, transportation coordinators, and internal support teams.
• Handle inbound and outbound communications related to transportation schedules, trip confirmations, delays, and service updates.
• Provide accurate and timely information regarding transportation status and estimated arrival times.
• Address transportation-related inquiries and concerns with professionalism, patience, and empathy.
• Coordinate with healthcare facilities and transportation partners to resolve scheduling discrepancies and service-related issues.
• Maintain a customer-focused approach while ensuring compliance with established communication standards and operational procedures.

4. Transportation Scheduling & Route Optimization

• Review daily transportation manifests and verify the accuracy of assigned trips.
• Optimize driver assignments and transportation routes to improve operational efficiency and minimize unnecessary travel time.
• Monitor vehicle availability and coordinate reassignment of trips when necessary.
• Assist in managing same-day transportation requests, additional trips, and schedule changes.
• Identify overlapping schedules, potential service delays, and dispatch conflicts.
• Coordinate with the appropriate teams to ensure transportation resources are utilized effectively.
• Support the achievement of on-time pickup and drop-off performance targets.

5. Documentation, Data Accuracy & Reporting

• Maintain accurate and updated transportation records in the designated dispatch and transportation management systems.
• Ensure trip information, driver assignments, timestamps, and status updates are properly documented.
• Record transportation delays, cancellations, missed trips, incidents, and other operational exceptions.
• Prepare and submit required daily dispatch reports, shift summaries, and operational updates.
• Assist in monitoring key performance indicators (KPIs), including on-time performance, trip completion rates, response times, and service efficiency.
• Ensure proper documentation and endorsement of unresolved concerns during shift transitions.
• Maintain confidentiality and accuracy of patient and operational information.

6. Interdepartmental Coordination & Operational Support

• Collaborate with Call Intake, Scheduling, Fleet, Client Care, and other internal departments to ensure seamless transportation operations.
• Coordinate with Fleet personnel regarding vehicle availability, maintenance concerns, and operational readiness.
• Work closely with supervisors and team leaders to resolve dispatch-related concerns.
• Support operational initiatives aimed at improving transportation efficiency, service quality, and overall productivity.
• Participate in team meetings, process improvements, coaching sessions, and operational training.
• Perform other dispatch-related duties as assigned by management.

7. Compliance, Quality Assurance & Service Standards

• Follow established company policies, dispatch procedures, and transportation service guidelines.
• Maintain compliance with applicable HIPAA privacy and confidentiality requirements when handling protected patient information.
• Ensure all communications and documentation meet company quality assurance standards.
• Follow proper escalation procedures for transportation incidents, service complaints, and operational emergencies.
• Demonstrate accountability, professionalism, and attention to detail in all assigned responsibilities.
• Maintain consistent adherence to attendance, productivity, schedule, and performance expectations.

JOB QUALIFICATIONSEducational Background

• Bachelor's degree in any field is preferred.
• College undergraduates and senior high school graduates may be considered with relevant work experience.

Work Experience

• At least 1–2 years of experience in dispatch operations, transportation coordination, logistics, customer service, or a related BPO role is preferred.
• Previous experience in Non-Emergency Medical Transportation (NEMT), healthcare accounts, medical transportation dispatch, or US-based transportation operations is a strong advantage.
• Experience handling high-volume inbound and outbound communications is preferred.
• Familiarity with US geographical locations, time zones, and transportation scheduling is an advantage.

Technical Skills

• Proficiency in computer applications, web-based platforms, and Microsoft Office or Google Workspace.
• Ability to navigate multiple systems and applications simultaneously.
• Familiarity with GPS tracking, route management, scheduling software, or dispatch management systems is preferred.
• Strong typing skills, data entry accuracy, and attention to detail.
• Ability to quickly learn and adapt to new transportation management systems and operational tools.

Communication & Interpersonal Skills

• Excellent verbal and written English communication skills.
• Strong active listening, problem-solving, and customer service abilities.
• Ability to communicate effectively with US-based drivers, healthcare facilities, and internal operations teams.
• Professional telephone etiquette and the ability to handle challenging conversations.
• Strong teamwork, adaptability, and interpersonal skills.

Core Competencies

• Excellent multitasking and time-management skills.
• Strong analytical thinking and decision-making abilities.
• Ability to work efficiently under pressure and manage time-sensitive transportation requests.
• High level of accuracy, organization, and attention to detail.
• Ability to prioritize tasks and respond quickly to operational changes.
• Strong sense of accountability, reliability, and ownership.
• Ability to work independently while maintaining effective coordination with the team.

WORK ENVIRONMENT & SCHEDULE

Work Setup:

• Full-time, on-site position in a BPO operations environment.
• Assigned to the company's Communications Center supporting US-based medical transportation operations.
• Must be willing and able to report physically to the designated office.

Work Schedule:

• Must be willing to work on a shifting schedule, including graveyard or night shifts.
• Must be flexible to work on weekends, holidays, and rotational schedules based on operational requirements.
• Must be able to adapt to US time zones and business operating hours.
• Must demonstrate reliable attendance, punctuality, and schedule adherence.

Work Environment:

• Fast-paced, high-volume communications and dispatch operations.
• Requires extended computer use, multitasking across multiple systems, and continuous coordination with drivers and operational teams.
• Must maintain composure, professionalism, and accuracy during high-pressure situations.

WORK LOCATION

Main Office:
IBM Building, Eastwood, Quezon City, Philippines

Work Arrangement: 100% On-Site

Pay: Php20,000.00 - Php30,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: In person