Get to know us: NOVO Health Services offers linen management solutions to the healthcare industry. NOVO Health keenly focuses on safety and infection control and provides its partner hospitals with a value-driven linen management control system that measures and monitors linen utilization by department to eliminate excess internal costs. NOVO's wide range of service programs offer a variety of options to provide a seamless, single source distribution system. NOVO's regional healthcare linen facilities are HLAC accredited and operate with state-of-the-art processing equipment and processes.
• Monitor and manage scheduled and on-demand medical courier runs throughout the assigned shift.
• Schedule, coordinate, prioritize, and dispatch customer transportation requests while ensuring established service requirements and delivery timelines are met.
• Continuously monitor the Transportation Management System (TMS) for new orders, scheduled runs, on-demand requests, status changes, delays, exceptions, and completed deliveries.
• Communicate directly with hospitals, healthcare facilities, customers, couriers, and vendors to coordinate scheduled and on-demand pickups and deliveries.
• Verify all pickups and deliveries, including courier arrival, pickup confirmation, delivery completion, and appropriate status updates within the TMS.
• Provide hospitals and designated customer contacts with delivery confirmations, proof-of-delivery documentation, and other required service information via email.
• Maintain timely and professional communication between customers, hospitals, couriers/drivers, vendors, and internal operations personnel.
• Actively monitor service activity and identify potential delays, route disruptions, missed pickups, delivery concerns, or other operational issues that could affect customer service.
• Coordinate appropriate solutions when service issues arise, including communicating with couriers, adjusting assignments, updating customers, and escalating concerns to management when necessary.
• Maintain accurate documentation of dispatch activity, customer communications, delivery statuses, service exceptions, and operational issues.
• Complete an accurate end-of-shift report summarizing operational activity, outstanding runs, service issues, customer concerns, and any items requiring follow-up.
• Provide a verbal end-of-shift report by phone to the appropriate manager or incoming operations/dispatch personnel to ensure proper continuity of operations.
Secondary Functions:
• Maintain accurate dispatch notes, timestamps, customer communications, service update, and exception documentation within applicable systems.
• Assist with courier/driver coordination, route coverage, schedule adjustments, and workload distribution based on operational needs.
• Monitor active courier assignments and assist with reassignment or coverage when delays, calloffs, vehicle issues, or other operational disruptions occur.
• Escalate service failures, customer concerns, technology issues, missed service requirements, and unresolved delivery exceptions to management.
• Assist with maintaining organized electronic records, proof-of-delivery documentation, customer correspondence, and other required operational records.
• Support daily operational reporting and other administrative functions associated with dispatch and courier operations.
• Provide professional customer service and operational support during high-volume periods and changing service demands.
• Perform other dispatch, administrative, and operational duties as assigned based on business needs.
Mandatory Requirements:
• Strong working knowledge of Richmond, Virginia and the surrounding service area, with the ability to understand local geography and effectively recognize potential transportation delays.
• Ability to identify and account for traffic congestion, construction, weather conditions, hospital access restrictions, road closures, and other circumstances that may impact…