Non-Emergency Medical Transportation Scheduler Charak Center for Health and Wellness - Elyria Elyria, OH Job Details Part-time | Full-time From $16 an hour 22 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Vision insurance Life insurance Qualifications Collaborate with healthcare professionals Computer operation Teamwork Interpersonal skills Phone communication High school diploma or GED Attention to detail Computer skills Time management

Full Job Description Job Title:

Scheduler - Non-Emergency Medical Transportation (NEMT)

Job Type:

Full-Time/Part-Time Location:

Office-Based Reports To:

Director Position Summary The Scheduler is responsible for coordinating, scheduling, dispatching, and monitoring non-emergency medical transportation (NEMT) services for clients traveling to and from medical, behavioral health, substance use disorder, rehabilitation, and other healthcare appointments. The Scheduler serves as a critical communication link between clients, transportation providers, drivers, healthcare providers, and program management. The Scheduler is responsible for ensuring transportation is scheduled accurately, efficiently, safely, and in accordance with client needs, program requirements, organizational policies, and applicable transportation regulations. The ideal candidate is highly organized, dependable, professional, calm under pressure, customer-service oriented, and comfortable using computers and electronic scheduling systems. The Scheduler must be able to manage multiple transportation requests, changing schedules, interruptions, and time-sensitive issues simultaneously. Essential Duties and Responsibilities Transportation Scheduling

• Schedule transportation according to the client's appointment date, time, location, and transportation needs.
• Coordinate pickup and drop-off times to support timely arrival at scheduled appointments.
• Verify client demographics, addresses, telephone numbers, appointment information, and transportation requirements.
• Schedule recurring transportation services when appropriate.
• Coordinate transportation for medical, behavioral health, substance use disorder, rehabilitation, and other healthcare appointments.
• Confirm transportation arrangements with clients and/or authorized representatives.
• Maintain accurate transportation schedules and promptly update changes.
• Identify and resolve scheduling conflicts.
• Coordinate transportation based on client mobility, accessibility, behavioral health, cognitive, and other special transportation needs.
• Maximize efficient utilization of available transportation resources. Dispatch and Trip Monitoring
• Monitor scheduled trips throughout the day.
• Communicate with drivers regarding pickups, drop-offs, delays, cancellations, and schedule changes.
• Respond promptly and professionally to driver and client calls.
• Track transportation status and document completed, cancelled, delayed, missed, or otherwise interrupted trips.
• Reassign trips when a driver becomes unavailable.
• Coordinate backup transportation when necessary.
• Monitor late pickups and take appropriate corrective action.
• Communicate significant delays or transportation disruptions to affected clients and appropriate staff.
• Escalate significant transportation, safety, or operational concerns to the Director. Client Service
• Provide courteous, respectful, professional, and compassionate service to clients.
• Clearly communicate transportation arrangements, including pickup times and locations.
• Assist clients with questions or concerns regarding transportation services.
• Handle complaints professionally and document concerns appropriately.
• Maintain client dignity, privacy, confidentiality, and safety.
• Recognize and appropriately respond to clients who may have behavioral health, cognitive, mobility, or other special transportation needs.
• Communicate with clients in a manner that promotes respect, professionalism, and positive customer service. Documentation and Compliance
• Maintain accurate and timely transportation records.
• Document trip information, cancellations, no-shows, delays, missed trips, and other service issues.
• Ensure required transportation documentation is completed accurately and timely.
• Maintain confidentiality of protected health information (PHI) and comply with HIPAA requirements.
• Follow organizational policies and procedures related to transportation, client rights, safety, confidentiality, and documentation.
• Assist with transportation records, reports, audits, quality assurance activities, and billing documentation as needed.
• Report suspected fraud, abuse, neglect, safety concerns, or significant service violations in accordance with organizational policy and applicable requirements. Communication and Coordination
• Communicate effectively with drivers, clients, healthcare providers, case managers, therapists, administrative staff, and program leadership.
• Coordinate transportation changes resulting from appointment cancellations, rescheduling, delays, or changes in client transportation needs.
• Notify appropriate staff when transportation problems may affect a client's ability to attend treatment or healthcare appointments.
• Maintain professional communication by telephone, text message, email, electronic scheduling systems, and other approved communication platforms.
• Maintain timely communication regarding schedule changes, operational concerns, and transportation disruptions. Required Qualifications
• High school diploma or GED required.
• Minimum age of 21 years.
• Previous experience in scheduling, dispatching, transportation, healthcare, behavioral health, customer service, or a related field preferred.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced environment.
• Ability to manage multiple priorities, interruptions, and time-sensitive situations.
• Basic computer skills and ability to learn electronic scheduling and transportation systems.
• Ability to maintain strict confidentiality.
• Reliable attendance and punctuality.
• Ability to work cooperatively with clients, drivers, healthcare professionals, and administrative staff.
• Ability to exercise sound judgment and remain professional during stressful or unexpected situations. Preferred Qualifications
• Previous NEMT, medical transportation, healthcare scheduling, or dispatch experience.
• Experience working with Medicaid or healthcare transportation programs.
• Knowledge of medical, behavioral health, or substance use treatment environments.
• Experience with electronic health records (EHRs) or transportation management systems.
• Knowledge of HIPAA and healthcare privacy requirements.
• Experience coordinating wheelchair-accessible or other special-needs transportation.
• Experience working with transportation providers, drivers, healthcare facilities, or managed care organizations. Skills and Competencies The successful candidate should demonstrate the following:

Organization:

Ability to coordinate numerous transportation requests and changing schedules.

• Attention to

Detail:

Ability to accurately enter and verify addresses, appointment times, client information, and transportation requirements.

Communication:

Ability to communicate clearly, professionally, and respectfully with clients, drivers, healthcare providers, and staff.

Problem Solving:

Ability to quickly assess and resolve scheduling conflicts, delays, cancellations, and other transportation disruptions.

Customer Service:

Ability to interact with clients compassionately, respectfully, and professionally.

Time Management:

Ability to prioritize urgent and time-sensitive transportation issues.

Technology:

Ability to efficiently use computers, telephones, email, electronic scheduling systems, and related software.

Teamwork:

Ability to work collaboratively with clinical, administrative, and transportation staff.

Reliability:

Consistent attendance, punctuality, dependability, and responsiveness to time-sensitive situations.

Professionalism:

Ability to maintain composure, good judgment, and professionalism when dealing with difficult or stressful situations. Work Environment This is a fast-paced, office-based position requiring extended periods of telephone and computer communication. The Scheduler may be required to manage multiple requests simultaneously and make timely scheduling decisions when transportation plans change. The position requires the ability to remain calm, organized, and professional during transportation delays, cancellations, client complaints, driver issues, scheduling conflicts, and other unexpected circumstances. Confidentiality The Scheduler will have access to confidential client, healthcare, and transportation information and is expected to maintain strict confidentiality at all times. All client and healthcare information must be handled in accordance with HIPAA, applicable federal and state requirements, and organizational policies and procedures. Performance Expectations The Scheduler is expected to:

• Maintain accurate and timely transportation schedules.
• Respond promptly to client and driver communications.
• Minimize missed healthcare appointments resulting from preventable transportation problems.
• Maintain accurate and complete transportation documentation.
• Demonstrate professional, courteous, and respectful customer service.
• Follow all applicable transportation, safety, confidentiality, and organizational policies.
• Identify and promptly escalate safety, compliance, and operational concerns.
• Support efficient utilization of transportation resources.
• Maintain dependable attendance and punctuality.
• Demonstrate sound judgment when addressing time-sensitive transportation issues.
• Maintain professional communication with clients, drivers, healthcare providers, and coworkers. Physical and Other Requirements
• Ability to sit and work at a computer for extended periods.
• Ability to communicate effectively by telephone and other electronic communication methods.
• Ability to work effectively in a busy office environment.
• Ability to manage frequent telephone calls, schedule changes, and interruptions.
• Ability to work independently and as part of a team.
• May require occasional evening, early morning, or weekend availability depending on program operations.

Equal Opportunity Employer Charak Center for Health and Wellness is an Equal Opportunity Employer. Employment decisions are made without regard to legally protected characteristics and in accordance with applicable federal, state, and local laws.

Pay:

From $16.00 per hour

Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person