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NOVO Health Services is a leading provider of healthcare linen solutions, delivering a fresh and innovative approach to the industry. Our focus on patient experience, infection prevention, and operational excellence enables us to improve linen quality while reducing overall program costs for our healthcare partners.
With HLAC-accredited facilities and a commitment to continuous improvement, NOVO is redefining how healthcare linen programs are managed across the country.
NOVO Health Services is seeking a dependable and detail-oriented Operations Supervisor to manage medical courier dispatch operations from our Richmond, VA office, ensuring scheduled and on-demand pickups and deliveries are completed accurately and on time in a 24/7 operating environment.
This role monitors and dispatches courier runs through our Transportation Management System (TMS), coordinates directly with hospitals, healthcare facilities, couriers, and vendors, and proactively identifies and resolves delays and service exceptions before they affect our customers. The Operations Supervisor also serves as a liaison and administrative support to the Operations Manager and Customer Relationship Management (CRM) team, and ensures continuity of operations through accurate documentation and end-of-shift reporting.
The ideal candidate is an organized, quick-thinking dispatch or logistics professional with strong knowledge of the Richmond area, comfortable juggling multiple time-sensitive requests while communicating professionally with healthcare customers and couriers.
Key Responsibilities
Dispatch & Courier Operations
- 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
- 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, call-offs, vehicle issues, or other operational disruptions occur
Delivery Verification & Customer Communication
- Verify all pickups and deliveries, including courier arrival, pickup confirmation, delivery completion, and appropriate status updates within the TMS
- Communicate directly with hospitals, healthcare facilities, customers, couriers, and vendors to coordinate scheduled and on-demand pickups and deliveries
- 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
- Provide professional customer service and operational support during high-volume periods and changing service demands
Service Monitoring & Exception Management
- Actively monitor service activity and identify potential delays, route disruptions, missed pickups, delivery concerns, or other operational issues that could affect customer service
- Account for traffic congestion, construction, weather conditions, hospital access restrictions, road closures, and other local conditions that may impact courier service
- Coordinate appropriate solutions when service issues arise, including communicating with couriers, adjusting assignments, updating customers, and escalating concerns to management when necessary
- Escalate service failures, customer concerns, technology issues, missed service requirements, and unresolved delivery exceptions to management
Documentation & Shift Reporting
- Maintain accurate documentation of dispatch activity, including dispatch notes, timestamps, customer communications, delivery statuses, service exceptions, and operational issues within applicable systems
- Maintain organized electronic records, proof-of-delivery documentation, customer correspondence, and other required operational records
- 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 continuity of operations
Administrative & Support Functions
- Serve as a liaison and administrative support to the Operations Manager and Customer Relationship Management (CRM) team
- Support daily operational reporting and other administrative functions associated with dispatch and courier operations
- Perform other dispatch, administrative, and operational duties as assigned based on business needs
Qualifications
Required
- High School Diploma or GED required
- Multiple years of relevant professional experience in an office-based dispatcher, logistics coordinator, transportation operations, courier operations, or comparable fast-paced operational role
- Strong working knowledge of Richmond, VA and the surrounding service area, with the ability to recognize and account for traffic congestion, construction, weather, hospital access restrictions, road closures, and other potential transportation delays
- Demonstrated proficiency using Transportation Management Systems (TMS), dispatch software, web-based applications, email, and standard office computer systems
- 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
- Ability to manage multiple scheduled and on-demand transportation requests simultaneously while accurately verifying pickups, deliveries, proof-of-delivery information, and courier status
- Strong written and verbal communication skills, with the ability to communicate professionally with hospital personnel, healthcare customers, vendors, couriers/drivers, and company leadership
- Strong organizational and time-management skills in a fast-paced, time-sensitive transportation environment
- Dependability and the ability to maintain professional communication and accurate operational documentation throughout the assigned shift
- Ability to work on-site in the Richmond, VA office (this is not a remote position)
Preferred
- Previous medical courier, healthcare logistics, courier dispatch, last-mile delivery, or time-sensitive transportation experience
- Experience dispatching or coordinating both scheduled and on-demand courier services
- Familiarity with Richmond-area hospitals, healthcare facilities, medical campuses, loading/receiving areas, and common hospital pickup and delivery procedures
- Experience working in a high-volume or 24/7 transportation, healthcare logistics, courier, or dispatch operation
- Experience using a TMS to monitor, dispatch, track, and document transportation activity
- Experience handling proof-of-delivery documentation, customer service requirements, delivery exceptions, and service recovery situations
- Knowledge of professional communication standards when working with hospitals, healthcare facilities, medical personnel, vendors, and transportation providers
Key Competencies
- Sound judgment and decisive problem-solving when service deviates from plan
- Ability to manage multiple time-sensitive priorities and reallocate resources in real time
- Strong local geographic awareness and ability to anticipate transportation delays
- Clear, professional communicator with hospitals, customers, couriers, and leadership
- Strong attention to detail in dispatch documentation, delivery verification, and shift handoffs
- Dependability, composure, and customer-service orientation in a high-volume, 24/7 environment
- Comfortable learning and navigating TMS, dispatch, and other web-based systems
Physical & Work Environment Requirements
- Full-time and part-time positions available; shift assignments to be determined within a 24/7 operation, which may include early mornings, evenings, nights, weekends, and holidays as business needs require
- In-office position based on-site at the Richmond, VA office; not a remote position
- Ability to sit, use a computer, and monitor multiple systems and screens for extended periods
- Regular use of phone, email, and web-based applications in a fast-paced, time-sensitive environment
- Ability to perform the physical requirements of the position with or without reasonable accommodation
Novo Health Services is an Equal Opportunity Employer and Drug Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.
We are always on the lookout for people who bring fresh perspective and life experiences to our team.
