Time is Money: Best Solutions that Help NEMT Brokers Deliver On-Time Service

The “non-emergency” nature of NEMT does not suggest the lack of urgency of this vital service. The findings of the 2023 National Health Statistics Reports suggest that in the United States around 30% of medical appointments are missed annually, with patients citing that a significant portion of those were a result of transportation issues. Failure to deliver reliable and on-time transportation costs the U.S. healthcare system tens of billions each year, leading to negative impacts on both patient health and healthcare system efficiency.

Being a crucial intermediary between passengers, dispatchers, transportation providers, and the healthcare system, the NEMT broker takes full responsibility for facilitating complete cohesion between these parties. A well-oiled system ensures timely medical rides that in turn result in better health outcomes for the customers, maintain trust with healthcare providers, and preserve already limited budgets.

Today, we will discuss the tools that non-emergency medical transportation brokers have at their disposal to ensure on-time transportation. We will also discuss the integration of transportation software solutions that automate the countless complicated tasks that brokers used to perform manually.

Contents:

• The Challenges of On-Time NEMT Service
• Best Strategies and Tools at Broker’s Disposal to Stay on Schedule
• Conclusion

The Challenges of On-Time NEMT Service

At first glance, an NEMT ride is a rather straightforward process: a passenger, through self-referral or a healthcare facility, books a ride, is picked up by the driver, and then brought to the appointment and back. Behind the scenes, though, there is an NEMT broker who has to deal with unique challenges to run this operation. The community of non-emergency medical transport brokers includes the largest players like Modivcare or MTM, but there are also countless numbers of smaller operators who keep the industry moving.

The most demanding task is finding a reliable contractor with the right equipment and a good reputation who will be at the pickup location when the time comes. Next arises the problem of trip management. To maximize efficiency and avoid downtimes, brokers have to rely on partners that can handle complex scheduling, and dispatching needs. Each trip and each return have to be carefully planned, taking into account driver and vehicle availability, as well as passenger needs.

Throughout the day a lot of things can go wrong, so experienced professionals have to be prepared to deal with unpredictable factors. These include heavy traffic, vehicle breakdowns, and no-shows that disrupt schedules. Unfortunately, many brokers continue dealing with these complex scenarios manually, without implementing automation software. The inefficiencies of paper-based or outdated systems in tracking and managing trips can significantly hamper the punctuality of the most stable enterprises and may jeopardize compliance.

Best Strategies and Tools at Broker’s Disposal to Stay on Schedule

Each transportation broker who has walked the NEMT path has unique tactics and strategies to orchestrate timely cooperation between all of the members of the process. However, we can single out the most common approaches that can benefit both up-and-coming and seasoned professionals.

Efficient solutions for routing and scheduling tools are absolutely vital to staying on time. Modern technology allows drivers to follow the shortest routes and arrive at precise locations, while also enabling real-time GPS tracking and calculation of estimated arrival times. It is also important to maintain a buffer period between trips and account for loading and unloading times.

Demand forecasting cannot be overestimated when planning the daily routine. When there aren't enough medical vehicles on the road, it is not just about the lost revenue. The transportation system will be letting down passengers who rely on it for their medical transit needs. At the same time, demanding too many NEMT vans on a shift with not enough orders to complete results in unhappy drivers/contractors, inefficient use of fuel, and lower profits. Therefore, brokers should always attempt to predict the demand and have backup providers on call.

Clear communication channels between all parties involved allow to synchronize processes and keep people on the same schedule. Passengers tend to forget about their trips; appointments can be rescheduled, and drivers might be running a bit late. If communicated on time, these factors do not lead to missed medical visits.

Strategic partnerships with transparent cooperation terms. The broker’s list of transportation providers and medical facilities they serve is in constant flux, but it is desirable to work with proven partners. Establishing well-defined terms of cooperation is the key to success. This includes confirming the trip assignment model, zones covered, types and number of trips, and surely setting up clear payment terms. The long-lasting, and trustworthy relationships with providers can be achieved by making on-time payments and incentivizing good partners for timeliness.

Provider’s monitoring and KPIs enable continuous data-driven service adjustments. These tools rely on raw statistical data to determine the best partners and make changes to eliminate service inefficiencies.

Real-time problem solving: emergency contingency plans. No matter how hard you try to avoid service interruptions, they will happen anyway. Having a plan to tackle these emergencies is a must. Brokers should always promote driver’s safety to avoid accidents and consequential service interruptions, but if the dreaded event has happened, they should also be ready to reroute vehicles from backup NEMT providers, or, in case of late-minute cancellations, be flexible in finding a new trip request for the idle driver.

Passenger education is an incredible opportunity to encourage clients to be ready on time, follow safety and emergency protocols in transit, provide accurate pickup and drop-off information, and communicate any changes promptly. NEMT brokers can offer clear instructions during the booking process, distribute educational materials, or use automated reminders via texts or calls to keep clients informed and engaged.

Working within the healthcare industry and for a state’s Medicaid program in particular means that brokers are subject to compliance requirements. Brokers must implement HIPAA-compliant protocols in handling personal healthcare information (PHI) Handling: Securely store, transmit, and manage patient details to protect privacy. Additionally, to ensure on-time payments, they must adhere to strict Medicaid billing compliance rules, which include the use of correct billing codes, keeping detailed trip documentation, and compliance with fraud prevention measures.

Use advanced NEMT software. Incredibly, this last tool incorporates practically all of the abovementioned practices of service improvement. Brokers who work with medical transportation providers that use NEMT solutions guarantee themselves a more streamlined operation. Even more productive is the use of an NEMT platform like RouteGenie that has broker-oriented features. Sourcing advanced NEMT software from reliable vendors can elevate your NEMT brokerage to new heights.

Conclusion

In the fast-paced world of non-emergency medical transportation services, time is not just a metric—it’s the backbone of enhanced medical services. Delays and inefficiencies not only disrupt operations but can have profound impacts on patients' health outcomes and the trustworthiness of NEMT services. Brokers play a critical role in bridging the gap between passengers, providers, and the healthcare system, making their strategies and tools vital to success.

By leveraging advanced NEMT broker software, building reliable partnerships, fostering clear communication, and preparing for unforeseen challenges, NEMT brokers can ensure no missed payments, while optimizing costs and resources. Educating passengers and using data-driven insights further solidify the operational framework needed to meet industry demands.

If you are learning how to become an NEMT broker or are not happy with your current technology solution, beware that investing in a modern NEMT platform is no longer optional to remain competitive—it’s a necessity. Discover RouteGenie for Brokers and its new broker-focused capabilities to stay ahead of the brokering game.