Routing Supervisor

Job Description We are looking for an experienced Routing (Dispatch) Supervisor to lead our growing routing team in San Antonio, TX! Primary Responsibilities - Lead, coach, and develop a team of Routing (Dispatch) Coordinators responsible for routing and dispatching advance notice and short notice trip requests - Oversee daily routing and dispatch operations, ensuring coverage, productivity, and adherence to standard operating procedures across all shifts - Monitor live trip monitoring dashboards and team performance against on-time performance targets, intervening when metrics fall below standard - Serve as the escalation point for real-time trip recovery, resolving complex or high-impact issues with transportation providers and healthcare facilities - Ensure trips are routed to the most cost-effective mode of transportation and audit for mode of transport errors, driving corrective action and retraining as needed - Manage team scheduling, shift coverage, timekeeping, and PTO to maintain uninterrupted dispatch operations - Conduct quality assurance reviews, one-on-ones, and performance evaluations; deliver coaching and corrective action in partnership with leadership and HR - Onboard and train new Routing Coordinators and maintain up-to-date training materials and SOPs - Analyze routing and performance data to identify trends and lead process improvement initiatives - Report on team KPIs, staffing, and operational issues to operations leadership - Collaborate cross-functionally with Network Management, Provider Relations, and Contact Center teams - Other duties as assigned Required Education and Experience - High school diploma or equivalent - Minimum of three (3) years transportation/delivery logistics experience, including at least one (1) year in a lead or supervisory role - Experience with transport management systems - Demonstrated experience coaching, developing, and managing performance of a team in a fast-paced operational environment Preferred Education and Experience - Associate's or Bachelor's degree preferred - Knowledge of Medicaid NEMT guidelines - Knowledge of Texas transit systems and providers - Prior inbound call center or dispatch center leadership experience - Experience with workforce management, scheduling, and QA tools - Bilingual Spanish Skills - Proven leadership skills with the ability to motivate, coach, and hold a team accountable in a high stress environment - Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in-person, via email, and over the phone - Sound judgment and decisiveness when managing escalations and competing real-time priorities - Ability to delegate effectively while maintaining ownership of team outcomes - Strong analytical skills with the ability to interpret operational data and translate it into action - Exceptional interpersonal skills, customer service, problem solving, and conflict resolution - Ability to adapt to unforeseen circumstances quickly and lead a team through change Job Requirements - Must be able to pass criminal background record check - Must be US Citizen - Ability to work flexible shifts, including availability to support evenings, weekends, and holidays as operational needs require About SafeRide Health SafeRide Health is a technology and services company committed to eliminating transportation barriers to healthcare. By combining our proprietary tech platform with a nationwide network of vetted transportation providers, we empower payers and health systems to deliver smarter, more reliable non-emergency medical transportation. Our platform supports the nation’s largest Medicare Advantage, Medicaid, and provider programs—improving health outcomes and patient experiences at scale. Learn more at www.saferidehealth.com.