The posting
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 courier service.
• Demonstrated proficiency using Transportation Management Systems (TMS), dispatch software, web-based applications, email, and standard office computer systems.
• Multiple years of relevant professional experience in an office-based dispatcher, logistics coordinator, transportation operations, courier operations, or comparable fast-paced operational environment.
• Strong computer skills with the ability to efficiently navigate multiple systems and applications simultaneously while monitoring active transportation activity.
• Demonstrated ability to actively problem-solve, prioritize competing service requests, make timely operational decisions, and appropriately escalate issues when necessary.
• Strong written and verbal communication skills with the ability to communicate professionally with hospital personnel, healthcare customers, vendors, couriers/drivers, and company leadership.
• Ability to manage multiple scheduled and on-demand transportation requests simultaneously while maintaining accuracy and attention to detail.
• Ability to accurately verify pickups, deliveries, proof-of-delivery information, and courier status throughout the assigned shift.
• Strong organizational and time-management skills with the ability to work effectively in a fastpaced, time-sensitive transportation environment.
• Must be dependable and capable of maintaining professional communication and accurate operational documentation throughout the assigned shift.
• Must be able to work on-site in the Richmond, Virginia office. This is an in-office position and is not designated as a remote position.
Preferred Requirements:
• Previous medical courier, healthcare logistics, courier dispatch, last-mile delivery, or timesensitive transportation experience preferred.
• Previous experience dispatching or coordinating both scheduled and on-demand courier services preferred.
• Familiarity with Richmond-area hospitals, healthcare facilities, medical campuses, loading/receiving areas, and common hospital pickup and delivery procedures preferred.
• Experience working in a high-volume or 24/7 transportation, healthcare logistics, courier, or dispatch operation preferred.
• Previous experience utilizing Transportation Management Systems (TMS) to monitor, dispatch, track, and document transportation activity preferred.
• Experience handling proof-of-delivery documentation, customer service requirements, delivery exceptions, and service recovery situations preferred.
• Knowledge of professional communication standards when working with hospitals, healthcare facilities, medical personnel, vendors, and transportation providers preferred.
What we can offer you as a full-time associate: Competitive pay Paid Holidays Paid Time Off Program (PTO) 401(k) w/Employer Match Flexible Spending Account (FSA) Health Savings Account (HSA) Medical, Dental, and Vision Programs Basic Life/AD&D Insurance Long-Term Disability (LTD)
Why work for Novo Health Services?
NOVO Health Services strives to be the employer of choice in the hospital sterile and hygienically clean linen industry. To do that, we provide a safe, positive work environment where our associates experience tremendous growth and related opportunities for advancement. Complete an on-line application at www.novohealthservices.com! All applicants will be considered for employment without attention to race, color, sex, sexual orientation, gender identity, national origin veteran, or disability status. We are proud to be an equal opportunity workplace and an affirmative action employer. Drug-Free Workplace.
