Manager, Dispatch

Dispatch Manager

The Dispatch Manager is responsible for leading and managing the dispatch department that coordinates delivery, setup, maintenance, and pickup services for Durable Medical Equipment (DME), Positive Airway Pressure (PAP) devices, and oxygen therapy equipment. This role ensures efficient coordination operations, optimal resource utilization, and timely patient equipment delivery while maintaining high standards of customer service and operational excellence.

Essential Functions and Job Responsibilities :

• Team Leadership and Management : Lead, mentor, and develop dispatch staff including Scheduling Specialists, Senior Specialists, and dispatch coordinators. Conduct performance evaluations, manage staffing levels, oversee recruitment and training programs, and foster professional development within the dispatch team.
• Operational Strategy and Planning : Develop and implement departmental strategic plans, operational goals, and performance objectives aligned with organizational priorities. Lead continuous improvement initiatives to enhance dispatch efficiency, reduce delivery times, and improve customer satisfaction while optimizing resource utilization.
• Route Optimization and Resource Management : Oversee daily route planning, technician scheduling, and resource allocation to maximize operational efficiency and minimize costs. Implement advanced routing software and GPS tracking systems to optimize delivery performance and fuel efficiency.
• Emergency and Urgent Delivery Coordination : Manage emergency dispatch protocols for critical patient needs including urgent oxygen deliveries, equipment failures, and hospital discharge requirements. Ensure rapid response capabilities and maintain 24 / 7 dispatch coverage for emergency situations.
• Performance Management and Metrics : Monitor and analyze key performance indicators including on-time delivery rates, customer satisfaction scores, technician productivity, and operational costs. Generate executive reports and present performance data to senior leadership with recommendations for improvement.
• Budget Management and Cost Control : Develop and manage departmental budgets, forecast operational costs, and optimize resource allocation to meet service demands. Monitor fuel costs, vehicle maintenance expenses, and labor costs while ensuring cost-effective operations and service quality standards.
• Cross-Departmental Collaboration : Partner with Scheduling, Customer Service, Qualification, Billing, and Clinical departments to ensure seamless patient care coordination and operational workflow. Lead cross-functional projects and initiatives to improve overall organizational performance.
• Technology and System Management : Oversee implementation and optimization of dispatch software systems, GPS tracking, route optimization tools, and mobile communication platforms. Collaborate with IT department on system upgrades, data analytics, and automation initiatives.
• Fleet and Equipment Management : Coordinate with facilities management on vehicle maintenance, equipment tracking, and inventory management for delivery vehicles and mobile equipment. Ensure compliance with DOT regulations and vehicle safety standards.
• Staff Development and Training : Design and implement comprehensive training programs for dispatch staff on routing software, customer service protocols, emergency procedures, and safety regulations. Ensure ongoing professional development and maintain current knowledge of coordination best practices.
• Customer Service and Quality Assurance : Establish and maintain high customer service standards for patient interactions, delivery appointments, and service recovery protocols. Monitor customer feedback and implement service improvement initiatives.
• Risk Management and Safety Compliance : Identify and mitigate operational risks, ensure compliance with transportation regulations, and manage safety protocols for field operations. Develop contingency plans for weather emergencies, equipment failures, and service disruptions.
• Vendor and Contractor Management : Manage relationships with third-party delivery services, independent contractors, and coordination partners. Negotiate service agreements and ensure compliance with contractual obligations and service standards.
• Regulatory Compliance and Documentation : Ensure all dispatch activities comply with healthcare delivery regulations, DOT requirements, and company policies. Maintain accurate delivery records, driver logs, and compliance documentation.
• Maintains patient confidentiality and functions within the guidelines of HIPAA.
• Completes assigned compliance training and other education programs as required.
• Maintains compliance with AdaptHealth's Compliance Program.
• Performs other related duties as assigned.

Competency, Skills, and Abilities :

Requirements :

Education and Experience Requirements :

Physical Demands and Work Environment :