Dispatch Case Monitor I at Call the Car – Diamond Bar, California

BASIC JOB PURPOSE: Under the supervision of the Dispatch Supervisor, the Case Monitor is responsible for enhancing the transportation experience of Call the Car’s Case Monitored and VIP members by coordinating trips, monitoring quality, and providing overflow assistance to the Dispatch team. This role bridges case management and dispatch operations to ensure members receive safe, timely, and reliable transportation.

RESPONSIBILITES/DUTIES:

Case Monitoring (Core Duties):

1. Provides continuous phone support for Case Monitored and VIP members.
2. Runs and maintains the daily VIP tracker to monitor Case Monitored/VIP trips.
3. Creates and updates transportation reservations, ensuring accuracy and timeliness.
4. Communicates with vendors throughout the day to verify availability for unassigned trips.
5. Monitors assigned inboxes and responds to emails promptly, ensuring information is documented and routed appropriately.
6. Documents trip activity, monitors quality, and follows up with members and vendors to ensure satisfaction.
7. Acts as a liaison between members, providers, facilities, and internal departments.

Dispatch Overflow & Support:

1. Assists Dispatch during peak times by handling overflow trip assignments and vendor outreach.
2. Monitors system queues for unassigned or at-risk trips and works to secure vendor or fleet coverage.
3. Supports Dispatch in managing Case Monitored/VIP trips, ensuring these members receive priority handling.
4. Provides backup coverage for dispatchers during breaks, shift gaps, or unexpected absences.
5. Collaborates with dispatchers to identify recurring service issues and escalate as needed.

Collaboration & Reporting:

1. Assists Case Monitoring and Dispatch Leadership with reporting and analysis of monitored trip performance.
2. Provides input on policy and procedural improvements based on frontline case monitoring and dispatch experience.
3. Supports quality and compliance initiatives, including accurate trip notes, reporting of incidents, and HIPAA adherence.

Event Coordination:

1. Attends in-person health plan special events as assigned.
2. Assists with on-site coordination of transportation pickups and drop-offs.
3. Acts as the liaison between drivers, members, and event staff to ensure seamless transportation service during events.
4. Communicates real-time updates and resolves transportation issues on-site.

PERFORMANCE REQUIREMENTS:

Knowledge, skills and abilities:

1. High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
2. At least one (1) year of experience in a call center or transportation operations role.
3. Must have valid Driver’s License and clean driving record.
4. Ability to spend up to 50% of isolated shifts driving to and from special events in company vehicle.
5. Strong communication skills with ability to de-escalate member concerns.
6. Proficiency in Microsoft Office (Word, Excel, SharePoint) and dispatch software.
7. Availability to work flexible hours, including evenings, weekends, and holidays.
8. Must pass a criminal background screening and government exclusion check at hire and monthly thereafter.

TYPICAL WORKING CONDITIONS: The typical working condition for this position is on-site, in an indoor office environment with controlled climate, lighting, and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. The use of a computer or other office equipment(s) is also a requirement. Travel may be necessary. May require evening work. No Remote or Hybrid Schedule availability.