Branch Manager

Branch Manager - NEMT Operations

Company Overview

Wheelcare Express has served the Greater Bay Area for nearly 50 years.

Still family-owned, we provide convenient, comfortable, and dependable transportation to and rom your medical appointments. These Non-Emergency MedicalTransportation ("NEMT") services are available six days a week, 16-hours per day (5am-7pm).

Our focus on customer satisfaction has enabled us to grow our daily volume to 1,000 trips. We have a modern fleet of around 100 vehicles with wheelchairs, gurneys, lifts, air conditioning, and more.

We offer transportation for: Dialysis treatments | Oncology clinics | Medical appointments and exams | Physical therapy | Drug and alcohol rehabilitation | Psychology and social services sessions | Hospital discharges | Labs and prescription needs

We specialize in door-to-door (or even door-through-door) services for people who want or need more personal treatment than the traditional curb-to-curb service from the likes of Uber and Lyft. Our drivers are specially trained in providing physical assistance, managing wheelchairs and gurneys, and handling other medical gear (e.g., oxygen, or prosthetics).

Our vans are equipped with lifts and lockdowns and carry wheelchairs, stair chairs, and gurneys for additional assistance and safety. We also offer stair chair services, including transportation both outside and inside homes with stairs.

Our services are often covered by medical insurance policies, including Medi-Cal, various county health plans (SF Health Plan, Contra Costa Health Plan, Partnership Health Plan, Health Plan of San Mateo), private insurance (KAISER), and private care facilities (Skilled Nursing Facilities).

Position Summary

WheelCare Express is seeking an experienced Branch Manager to provide overall leadership and operational management for our Chico branch. This position is responsible for branch performance, staffing strategy, customer satisfaction, financial oversight, resource planning, business development support, and operational efficiency.

The Branch Manager serves as the senior administrative leader of the branch and works closely with the Transportation Services Manager, who is responsible for regulatory compliance, driver management, dispatch operations, fleet compliance, and daily transportation service delivery.

The ideal candidate possesses strong logistics management experience and a proven ability to coordinate people, resources, facilities, and operational processes to achieve performance objectives.

Essential Duties and Responsibilities

Branch Leadership

• Provide overall leadership and direction for branch operations.
• Establish and maintain a professional, accountable, and service-oriented workplace culture.
• Support company goals, strategic initiatives, and operational objectives.
• Collaborate with executive leadership to implement organizational priorities and growth initiatives.
• Ensure effective communication between branch personnel and corporate departments.

• Oversee branch resource allocation to support operational efficiency.
• Analyze transportation demand, staffing requirements, and operational capacity.
• Monitor operational workflows and identify opportunities for efficiency improvements.
• Coordinate facility resources, equipment needs, and operational support services.
• Assist in contingency planning for service interruptions, emergencies, and operational disruptions.

• Partner with Human Resources and the Transportation Services Manager in recruitment and workforce planning activities.
• Assist with employee onboarding, retention initiatives, and succession planning.
• Monitor staffing levels and make recommendations regarding workforce needs.
• Support employee engagement and professional development initiatives.
• Participate in performance management discussions involving supervisory personnel.

• Manage branch budgets and operational expenditures.
• Monitor financial performance and identify opportunities for cost control and operational improvement.
• Review branch productivity, utilization, and operational efficiency metrics.
• Coordinate with accounting and billing departments to support accurate revenue capture and expense management.
• Assist in developing annual operating plans and financial forecasts.

• Maintain positive working relationships with healthcare facilities, managed care organizations, community partners, and referral sources.
• Address escalated customer service concerns and service-related issues.
• Support contract performance requirements and customer satisfaction initiatives.
• Represent the organization in community outreach and business development activities as assigned.

• Monitor branch performance indicators, including:
  • Customer satisfaction
  • Operational efficiency
  • Resource utilization
  • Financial performance
  • Employee retention
  • Contract performance
• Prepare operational and management reports for executive leadership.
• Recommend and implement process improvements based on performance data.

• Oversee branch office operations and facility management.
• Ensure company assets are properly maintained and utilized.
• Coordinate facility maintenance, vendor services, and operational support activities.
• Maintain a safe and professional work environment.

• Minimum three (3) years of management experience in logistics, transportation, fleet operations, distribution, delivery services, healthcare transportation, or related operational environments.
• Demonstrated experience managing business operations, budgets, personnel, and performance metrics.
• Strong understanding of logistics planning, resource allocation, operational efficiency, and workforce management.
• Excellent organizational, analytical, and problem-solving skills.
• Strong leadership, communication, and interpersonal abilities.
• Proficiency with Microsoft Office and business management software systems.

• Experience in healthcare transportation, NEMT, paratransit, transit, courier, or logistics operations.
• Experience managing multiple departments or cross-functional teams.
• Knowledge of customer service performance standards.
• Work with Human Resources to uphold California employment practices and labor laws.

• Produce daily operational reports as required by San Francisco Headquarters.
• Lead a high-performing branch operation focused on accountability and service excellence.
• Effectively manage operational resources and financial performance.
• Build strong relationships with customers, healthcare partners, and community stakeholders.
• Support growth initiatives while maintaining operational efficiency.
• Use performance data to drive continuous improvement and organizational success.

• DHCS and regulatory compliance
• Driver management and training
• Dispatch and scheduling operations
• Fleet safety and vehicle compliance
• Daily transportation service delivery
• Audit readiness and corrective action implementation

• Office-based leadership position with periodic field visits.
• Regular interaction with employees, healthcare partners, and community stakeholders.
• After-hours availability for significant operational matters as needed.
• Ability to travel within the service region as required.