Improving NEMT Services With Clearly Defined Service Offerings

Every business must clearly define its service offerings. This is important for internal operations, but also for the customers. 

It is even more critical for businesses like non-emergency medical transportation (NEMT). 

NEMT has been around for a long time, and the industry has grown a lot in recent years. The pandemic, the use of modern NEMT software, and the growing need for safe transportation have all contributed to the surge in the popularity of NEMT. 

However, some companies’ services are not clearly defined as they should be. In this article, we will explore the importance of clearly defining service offerings and enhancing customer experience. These are essential elements that impact the NEMT business and its clientele. 

Contents:

• Understanding the Importance of Defined Services in NEMT
• The Benefits of Clear and Specific NEMT Offerings
• Conclusion

Understanding the Importance of Defined Services in NEMT

It should be a no-brainer that every industry or business provides clearly defined services for their operations and their clients. However, this is often not the case. 

For NEMT, the most pressing issue is that most companies fetch standard fees even when transport requirements are different for every passenger. NEMT is a specialized service that caters to senior citizens and people with special medical needs. Services are highly personalized, and this should have an effect on how much a passenger pays for their trip. 

How do you clearly define service offerings? Here are some ways to simplify matters:

Service Description

Let’s start with clearly describing the service parameters. In this case, NEMT companies provide special transportation services to people with medical needs, so they can get to their scheduled medical appointments. 

The service doesn’t just provide vehicle service. Specialized assistance is included, since NEMT drivers double as healthcare aids, supporting passengers in going on and off the vehicle. 

NEMT is an important service that passengers don’t get from public vehicles, taxis, and vehicles from ride-hailing apps. So you should clearly define your services and what each service includes.  

Levels of Service

In October 2024, the Board of Directors of the Non-Emergency Medical Transportation Accreditation Committee approved the pioneering document that sets the NEMT Level of Service Standard to be provided to passengers across the country. The BSR/NEMTAC 1001-202X document defines six types of transportation services that could be offered by NEMT providers. It also defines the roles and credentials required by the parties involved to perform a certain type of service, and specifies the level of assistance required at pick-up and drop-off locations.

Here is a short breakdown of these levels of service.

Curb-to-Curb Service: No assistance is required by the passenger who is met at the curb (i.e., the passenger can enter and exit the vehicle with the driver remaining in their seat). Can be provided by an NEMT driver.

Curb-to-Curb Service with Assistance: This type of transportation implies minimal assistance at pick-up and drop-off locations by professionally educated and credentialed NEMT Drivers or Certified Transport Specialists. The service providers help a passenger to enter and exit the vehicle, as well as secure and store mobility aids (wheelchair, crutches, walker, or other)

Door-to-Door Service: Assistance is provided by educated specialists to and from the outermost door at both destinations of the trip.

Door-through-Door Service: In this case, the NEMT service extends to the premises inside both pick-up and drop-off locations.

Hand-to-Hand Service: This type of service requires the custody of the NEMT passenger to be handed over during the pick-up and drop-off. The educated NEMT personnel assist the passenger and ensure the safe transfer from one caregiver to another.

Transfer Services: This level of NEMT service implies the transfer of a passenger from or to a stationary location with assistance inside pick-up and drop-off locations. These duties should be performed by educated and credentialed NEMT drivers or Certified Transport Specialists who should assist with the use of a mobility device, stretcher, or gurney for transport.

Service Cost

Pricing is critical for businesses and their customers. On the business side, the company wants to receive appropriate compensation to continue providing top-notch service to its clients. For customers, it is a given that they seek the best value for their money. 

How much does it cost to provide NEMT service? Fees are not uniform because services are not the same for every passenger. NEMT vehicles don’t have meters the way taxis do. Most NEMT providers charge a standard fees per trip + addional charge per mile, which is great for most customers who have insurance coverage. 

However, more and more people have discovered the many benefits of NEMT offerings—those who can afford the service often don’t depend on insurance providers. NEMT billing must also be clearly explained to the customers. Because services are more personalized, the cost must differ for every passenger.

Differentiating services and setting a base price will lead to easy calculations. 

Why is this necessary? Because the time and effort it takes to pick someone up and assist them to and from their appointment are vastly different for every passenger. Therefore, invoices for NEMT services must also be different. 

This also gives customers the option to customize the service they need from the NEMT provider. They could even request luxury NEMT service if it is on offer. 

Make sure the NEMT software allows you to provide a thorough breakdown of the NEMT bill for the customer’s clarity. 

Service Support

NEMT providers must also be transparent about the management staff and support team that allows the business to operate. NEMT companies usually have teams of licensed and trained drivers operating the vehicles and dispatchers that ensure operations go smoothly. 

The Benefits of Clear and Specific NEMT Offerings

What are the benefits of NEMT offerings that are clearly defined? 

Increased Clarity Among All Parties Involved

The business owner has a clear path for the continuous improvement of NEMT service and can provide clarity to their employees and third-party providers. This clarity makes it easy to demonstrate the benefits to customers. 

Service Enhancement

Enhancing customer experience is one of the most important goals of service-oriented companies. When everything is clearly defined, they can provide better service. 

Here are 5 ways to improve customer service: 

1. Send updates on upcoming trips. 
2. Drivers must be empathetic and listen intently to passengers, many of whom are senior citizens who are known to complain.
3. Provide guides or resources, such as answers to frequently asked questions, that will help with service understanding.
4. Straightforward billing practice, which can be done with efficient billing software.
5. Ask for feedback. For example, passengers can rate their rides via the NEMT passenger app.  

Apparent Path to Business Improvement

Businesses should always aim to improve their operations and services. When you have clearly defined offerings, you can have a clear path to improve things while continuing the parts you have done well. 

Conclusion

It’s fascinating how you can enhance customer experience through service definition. When you have clearly defined service offerings, you can look at every customer experience touchpoint and improve elements that necessitate enhancement. When the customer is happy, the business thrives