Philadelphia, PA - Lead Dispatch Specialist (PM Shift - Tues--Sat) in Brookhaven, Pennsylvania at Rapid Medical

About Rapid Medical

Rapid Medical is a tech-forward logistics partner for labs, clinics, and health systems operating across 28 states and managing thousands of daily stops that keep healthcare running. We're not a courier company with software bolted on. We're a technology company that happens to run a high-performance logistics operation and the two are deeply intertwined.

We've doubled year-over-year and we're not slowing down. The team is lean, the work is real, and every person here has a direct line to the outcomes that matter.

The Role

This isn't a back-office job. As a Lead Operations Specialist, you're the person clients call when something's time-sensitive, the person drivers rely on when the unexpected happens, and the connective tissue that keeps our platform performing at its best.

You'll own the full client and operational experience from proactive communication and scheduling to real-time problem solving and relationship management. You'll work across our dispatch platform, coordinate with field teams, and serve as a true partner to the health systems and labs that depend on us every day.

The best people in this role are equal parts communicator and problem solver. They're comfortable in ambiguity, love a fast-moving environment, and take genuine pride in delivering for clients.

This is anonsiteevening shift:

• Tuesday - Friday: 6:00 PM - 2:30 AM
• Saturday: 2:00 PM - 10:30 PM

What Youll Own

Leadership & Process Management

• Lead, mentor, and develop junior Operations Specialists providing real-time coaching, performance feedback, and growth opportunities
• Establish and maintain team standards for client communication, problem resolution, and operational excellence
• Conduct regular training sessions on compliance protocols, new procedures, and best practices
• Monitor team performance metrics and implement improvement strategies
• Validate that items meet HIPAA, DOT, and applicable state/local regulatory requirements
• Audit driver documentation chain-of-custody, temperature logs and escalate non-compliance issues immediately
• Uphold the operational standards that health systems trust us to maintain

Client Relationship Management

• Serve as a primary point of contact for laboratory and health system clients fielding scheduling requests, answering questions, and handling escalations with professionalism and urgency
• Build trusted relationships with client coordinators and operations leads through consistent, proactive communication
• Identify and flag service issues before they become problems you anticipate, not just react

Dispatch & Route Coordination

• Plan and adjust daily routes to balance operational efficiency with service quality and on-time performance
• Monitor real-time conditions including traffic, weather, and capacity and make adjustments as needed to maintain service levels
• Coordinate driver assignments, manage available capacity, and ensure the right resources are positioned to support daily operations

Operational Problem Solving

• Own incident response: missed pickups, vehicle issues, time-sensitive reroutes you find a path forward quickly
• Support W2 drivers and independent contractors via our mobile platform, serving as a calm, reliable resource in high-pressure moments
• Document issues, resolution steps, and patterns to help us continuously improve operations

Compliance & Quality

• Validate that items meet HIPAA, DOT, and applicable state/local regulatory requirements
• Audit driver documentation chain-of-custody, temperature logs and escalate non-compliance issues immediately
• Uphold the operational standards that health systems trust us to maintain

What We Offer

Compensation & Benefits

• Competitive salary
• Comprehensive health, dental, and vision coverage
• 401(k) with company match
• Paid time off, sick leave

Growth & Impact

• Direct exposure to operations, technology, and leadership in a company scaling fast
• Clear advancement path we promote from within and reward ownership
• The chance to be part of something that genuinely improves how healthcare works