Operations Supervisor (NEMT)

Overview
The NEMT Operations Supervisor oversees the daily operations of Non-Emergency Medical Transportation services. This position ensures that trips are scheduled and executed efficiently, drivers and staff adhere to company policies and regulatory requirements, and clients receive safe and reliable transportation. The role requires strong leadership skills, attention to detail, and the ability to work in a fast-paced environment.

Responsibilities

Operational Oversight

• Supervise the daily scheduling and dispatching of transportation services to ensure timely and efficient operations.
• Monitor trip logs, route efficiency, and staff performance to meet service delivery standards.
• Coordinate with dispatchers, drivers, and administrative staff to resolve operational issues.

Staff Supervision

• Lead, train, and supervise drivers, dispatchers, and other support staff.
• Conduct regular performance evaluations, provide coaching, and address performance issues.
• Ensure staff compliance with company policies, safety regulations, and customer service standards.

Compliance and Safety

• Ensure adherence to federal, state, and local regulations, including Medicaid/NEMT program requirements.
• Monitor vehicle maintenance schedules and ensure all vehicles meet safety and inspection standards.
• Conduct audits of trip documentation, incident reports, and compliance records.
• Investigate and resolve client complaints and service-related incidents, documenting outcomes appropriately.

Client and Stakeholder Relations

• Address client concerns and ensure excellent customer service throughout the transportation process.
• Collaborate with healthcare providers, community organizations, and payers to maintain strong partnerships.
• Communicate service updates, delays, or changes to clients and stakeholders promptly.

Data Management and Reporting

• Track and analyze key performance indicators (KPIs), including on-time performance, trip completion rates, and client satisfaction.
• Prepare and present reports on operational performance to management.
• Identify trends, inefficiencies, and areas for improvement and recommend solutions.

Emergency and Contingency Planning

• Develop and implement contingency plans for service disruptions, such as vehicle breakdowns or driver shortages.
• Ensure all staff are trained in emergency protocols, including accident and incident response procedures.

Collaboration

• Work closely with the Program Manager/Director to implement operational strategies and meet organizational goals.
• Coordinate with the Quality Assurance Specialist to address compliance issues and improve service quality.

Qualifications

Education

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business Administration, Transportation Management, or a related field preferred.

Experience

• Minimum of 3 years of experience in transportation, logistics, or operations management, preferably in an NEMT or healthcare setting.
• Supervisory or leadership experience required.

Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in scheduling/dispatching software and Microsoft Office Suite.
• Strong problem-solving and decision-making abilities.
• Knowledge of NEMT regulations, Medicaid requirements, and ADA compliance.

Certifications (Preferred but not required)

• CPR and First Aid Certification
• DOT Compliance Training
• Fleet Management Certification

Job Type: Full-time

Pay: $62,421.00 - $66,685.00 per year

Benefits:

• Paid time off
• Paid training

Schedule:

• Day shift
• Morning shift

Work Location: Hybrid remote in Greensboro, NC 27407

Salary : $62,421 - $66,685