Operations Supervisor

We take pride in our culture and strive to make Tuckahoe a place where people want to work, achieve excellence, remain curious and humble, and build lifelong relationships.

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.

• 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

• 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

• 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

• 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,…