The Transportation Dispatcher is responsible for live trip dispatch utilizing Conviva Transportation software. This team member assign trips to a driver’s manifest ensuring our customers gets on time to medical appointments and return home within stablished parameters. This position requires exceptional execution and follow through, effective time management skills and on-time service performance. You'll use your communication skills with internal and external customers to resolve issues with pick-up, drop-off and return trips, check will-calls, system notifications and promote a professional workplace attitude. The goal of this position is for Conviva Members to be on time and in compliance with customer and company expectations.
Job Functions:
Ability to utilize multiple applications at one time to provide needed information to the drivers and complete trips successfully.
Knowledge of basic geography within designated territory.
Provide support to drivers and communicate necessary route adjustments when necessary.
Aid stakeholders (center and contact center) with trip information when requested.
Act in a cooperative, supportive manner with other dispatchers and team members within the department to successfully complete trips on-time.
Assign lunch breaks to drivers according to business needs.
Move trips or make route adjustments from manifests when drivers have called out or pulling out late.
Monitor transportation system for trips running behind schedule to proactively make necessary adjustments to manifests.
Monitor transportation system for notifications of unassigned trips, assign trips to manifest utilizing system features to select best available driver to complete trip.
Monitor transportation system for late appointment and late pick notifications and make necessary adjustments to complete trip on-time.
Monitor transportation system for Will Call notifications and assign to best available manifest ensuring efficient driver utilization and on a timely manner.
Reduce driver slack time and idle time by efficiently assigning trips when possible.
Same day trip requests must be approved by Dispatcher according to driver availability, service type, realistic time frame and mileage consideration.
Advice driver of shift completion and report to Depot to end day.
Communicate efficiently via phone, email, text messages or Microsoft Teams to receive requests, send updates, provide driver support/instructions, or provide status of trips to stakeholders and/or leadership.
Communicate to Supervisor of potential rider issues, patient complaints, driver accidents, driver requests, emergencies or situations preventing dispatcher of successfully complete designated tasks.
Any rider issues are reported to the medical center via email and resolved to ensure patient satisfaction.
Work irregular schedules as needed.
Required Qualifications
2+ years of previous experience in dispatch operations
Bi-lingual English/Spanish - must be able to speak, read and write in both languages without limitations and assistance
Customer services experience (dealing with patients)
Computer and smartphones/tablet skills
Previous experience with routing and scheduling software preferred
Scheduled Weekly Hours: 40
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Alert
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Interview Format – HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
Work-At-Home Requirements
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Benefits
Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:
Health benefits effective day 1
Paid time off, holidays, volunteer time and jury duty pay
Recognition pay
401(k) retirement savings plan with employer match
Tuition assistance
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.About us
About Conviva: Conviva Care Centers provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of Humana’s Primary Care Organization, which includes CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health – addressing the social, emotional, behavioral and financial needs that can impact our patients' well-being.About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.