Job Description

Reports to: Executive Leadership | Oversees: HR, Insurance, Fleet Management, and supports Scheduling/Dispatch/Driver Management

Position Summary

The General Manager (GM) provides strategic and operational leadership for a non?emergency medical transportation (NEMT) operation, ensuring reliability, safety, and compassionate service for patients, facilities, and payers. The GM drives cross?functional execution across HR, insurance, fleet, scheduling/dispatch, and driver management while building a high?performance culture rooted in authenticity, integrity, care, accountability, and competitiveness. The GM serves as a hands?on leader who can dive into the details and also develop leaders across the business.

Key Responsibilities

Leadership & Culture

Champion and model our core values: authenticity, integrity (do the right thing every time), care/compassion, accountability, and a drive to be the best. Build and sustain a culture of performance and service--set clear expectations, recognize excellence, and address issues quickly and fairly. Mentor and coach department leaders (Scheduling/Dispatch/Drivers) through regular 1:1s, feedback, and development plans.
Operations Management

Oversee HR, insurance, fleet, scheduling/dispatch, and driver management for day?to?day reliability and service quality. Provide backup coverage for scheduling, dispatch management, and driver relations as needed; step in during peaks or incidents. Ensure safe, compliant operations (vehicle maintenance schedules, incident/accident reporting, PPE and patient?handling protocols). Optimize trip assignment, routing, and on?time performance (OTP) using dispatch technology and standardized playbooks. Drive proactive workforce planning: recruiting, credentialing, onboarding, and retention of drivers and dispatchers. Maintain strong relationships with facilities, brokers, and payers; resolve service issues quickly and professionally.
Compliance & Risk

Ensure adherence to HIPAA privacy practices, state Medicaid/NEMT requirements, ADA considerations, and applicable DOT and insurance standards. Oversee driver credentialing, background and MVR checks, drug/alcohol testing per policy, and safety/defensive driving training. Own incident management: root?cause analysis, corrective actions, and trend reporting. Coordinate with insurance on claims.
Strategic Execution & Continuous Improvement

Translate company goals into operational plans with measurable outcomes and clear ownership. Implement standardized SOPs, huddles, and dashboards; run weekly operating reviews. Lead cost discipline and asset utilization: fuel, maintenance, vehicle lifecycle, and overtime control. Evaluate and improve dispatch and fleet systems; drive automation and practical process improvements.

Key Performance Indicators (KPIs)

Service & Quality

On?time pickup % (OTP) | Missed/cancelled trip rate | Complaint rate per 1,000 trips Call answer time and abandonment rate | Facility satisfaction trends
Operations & Workforce

Driver/dispatcher retention and time?to?fill | Overtime % | Training completion and credential compliance Vehicle utilization %, out?of?service rate, and PM compliance
Financial & Risk

Cost per trip | Miles per trip | Fuel efficiency | Maintenance cost per mile Incident frequency and severity | Claims cycle time

Mandatory Requirements

5+ years of leadership in NEMT, medical transportation, logistics, or related fleet?heavy operations (GM, Director of Ops, or equivalent). Demonstrated record of leading multi?department operations (HR, fleet, dispatch) with strong accountability and teamwork. Hands?on operator able to step into dispatch and driver management when needed. Working knowledge of HIPAA practices, state Medicaid/broker requirements, ADA considerations, and safety expectations for patient transport. Proven ability to improve on?time performance, workforce stability, and cost efficiency through data?driven management. Exceptional communication, judgment under pressure, and conflict resolution skills. Uncompromising commitment to our core values and "do the right thing every time."

Preferred Qualifications

Direct NEMT experience with payers/brokers and facility relationships. Experience with dispatch/fleet systems and standard operating mechanisms (SOPs, huddles, dashboards). Bachelor's degree in Business, Operations, Healthcare Administration, or related field (preferred).
Job Type: Full-time

Pay: $75,000.00 - $110,000.00 per year

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off Vision insurance
Experience:

Operations management: 3 years (Required)
Work Location: In person