How 360 Transport Built a Premium 98% On-Time NEMT Operation with RouteGenie

That conviction produced Priority Medical Transport™ (PMT), the trademarked premium tier that anchors the brand, a notch above traditional NEMT, built for chronic, high-acuity passengers traveling to scheduled appointments, and for non-medical necessity hospital discharge trips home or to care facilities.

He frames the market as a triangle: EMS and ALS ambulances at the top, the broad NEMT field at the bottom, and a deliberate middle 360 Transport is built to occupy.

The Challenge: Running a Premium Model on Volume-Grade Software

For its first several years, 360 Transport ran on a different NEMT platform. Steve recalls, “The interface was user-friendly, and the team adopted it quickly, but the platform's limits were structural: minimal KPI reporting, limited visibility into driver performance, and few integration paths to the brokers and partners.”

These were the limitations that 360 Transport was trying to build around. Without weekly KPI reporting, revenue mix drifted toward brokers, which is the exact volume trap PMT was built to avoid. Without live on-time tracking, Steve couldn’t show hospital procurement the reliability data that justifies premium rates. Without scalable dispatch, every new van added coordination load that the lean team couldn’t absorb.

We were stuck in a world where we had ten vans. And now we’re at 30. We could not have done that on our old software platform.

Steve Newman

360 Transport Founder and CEO

Staying meant watching the model break at scale. Switching was the only path forward.

The Switch: Tripling the Fleet Without Compromising the Service Tier

360 Quality Care + Transport Services went live on RouteGenie in March 2023. The platform's job wasn't to accelerate growth – it was to make the quality model operationally enforceable at any scale. Within three years, 98% on-time reliability was maintained, NEMTAC accreditation came through, and the fleet roughly tripled as a byproduct. Growth followed the model; the model never bent to the growth.

The migration wasn’t frictionless; the support was hands-on. Three years in, that dynamic hasn’t changed.

RouteGenie came out personally to retrain us and get everything up to speed. Our relationship with RouteGenie is a partnership. It’s not always perfect, but we always have an end goal in mind. We work through problems.

Steve Newman

360 Transport Founder and CEO

Headcount sits between 41 and 45 across drivers and office staff, with dispatch kept intentionally lean. Carly Newman, Director of Operations, describes the team’s job as solving problems before they reach the driver. “We have four dispatchers a day navigating those calls, fielding all the questions, and trying to eliminate all of that before the driver gets there.”

Quality-Over-Volume as a Daily Operating Discipline

Steve remembers that they had a clear plan from the start. “There were so many providers who were volume, volume, volume,” Steve says. “We wanted to come into the industry with a quality-based approach. Quality over quantity, value over volume. That’s been our model from day one, and we’re not going to change that.”

At 360 Transport, that’s enforced through specific operating habits, not left as a slogan.

The six-leg schedule

Most NEMT providers maximize legs per driver to spread fixed costs. 360 Transport does the opposite, using RouteGenie’s scheduling and dispatch tools to hold the buffer.

“We start our days off rarely providing drivers with more than about six legs a day,” Steve says. “That gives them a lot of flexibility in their schedule. It allows us to focus on the people who are really the most chronic, the most acute, the most catastrophic injuries and sicknesses.”

The buffer isn’t slack; it’s capacity reserved for the unpredictable. Drivers complete seven to nine legs by day’s end, with 10 to 25 hospital discharges daily slotting into the gaps the morning schedule deliberately preserved.

The 33/33/33 revenue mix

The other expression of the discipline is the revenue mix target: roughly one-third private pay, one-third facility pay, and one-third broker. Brokers fill capacity but compress margin and pull operators toward volume habits. Steve uses RouteGenie’s automated reporting to keep a lid on the number of broker rides that they do. “Otherwise, you can develop some bad habits. They can lead you in that volume-based direction.” He also calls automated reporting a “huge time saver for audits and client requests.”

We’re looking at a model that’s basically 33% private pay, 33% facility paid, and 33% brokers. As long as we’re pulling reports from RouteGenie every day that say we’re exceeding the 33% on the private pay and facility paid side, that’s where I want to be all the time.

Steve Newman

360 Transport Founder and CEO

The safety loop

Over two years ago, 360 Transport rolled out a driver safety program built on in-vehicle camera scoring, driven by the standards of the captive insurance group it joined. Cameras produce the raw data; captive insurance sets the bar; RouteGenie's reporting closes the loop – tracking compliance and surfacing performance trip by trip, driver by driver. Average driver scores climbed from 66% to 97%+, with 11 of 28–33 drivers hitting a perfect 100 in a recent month.

Putting the promise in writing

“It’s a premium level service, higher than the traditional volume-based NEMTs, but based on high-quality service, which means you’ve got to be on time every time,” Steve says. 360 Transport backs that standard with something most NEMT providers won’t put in writing: a performance guarantee. For pre-booked, private-pay transports, when the company is the direct cause of a missed appointment (not a delay beyond the company's control), the passenger receives a future-transport credit up to $500.

The guarantee is only viable because the tools behind it are solid: real-time trip tracking and on-time reporting give dispatch the visibility to intervene before a trip slips, and Carly says it “saves hours chasing drivers and confirming pick-ups and drop-offs.” She identifies the live ETA feature as the single thing partners comment on most.

Those real-time ETAs definitely help, having that visibility of when the vehicle is going to be there, when we’re going to clear.

Carly Newman

360 Transport Director of Operations

Direct partner access

Steve gives special credit to the facility portal: “It lets hospital and SNF partners book and manage trips directly, cutting down on back-and-forth with dispatch. Adoption is higher among skilled nursing facilities (many hospital IT environments restrict third-party software on staff laptops), but where it’s deployed, it removes phone tag and gives partners the same trip transparency that we work from.”

The Results: Reliability, Accreditation, and the Growth That Followed

Three years after go-live, the quality metrics prove the model works. 98% on-time performance held across a tripled fleet. The six-leg buffer and 33/33/33 revenue mix held with it. Trip volume roughly doubled over the same period – intentionally slower than fleet growth, because capacity-in-reserve is how the premium tier stays premium. Growth came as a consequence of the discipline, not a target.

Note

In September 2023, six months after RouteGenie's go-live, 360 Quality Care + Transport Services received NEMTAC accreditation for the 2023–2026 term, joining 11 (as of April 2026) nationally accredited NEMT providers.

Steve is convinced that “in the healthcare world, where credentials are so important, people really get it. To stand up in front of a group and tell people that you’re one of only 11 nationally accredited companies, that’s something we’re really proud of, and we like to brag about.” RouteGenie supported this accreditation process, centralizing reporting, documentation, and driver and vehicle tracking ahead of audit.

Behind the growth is a virtuous cycle volume operators can’t access. Premium rates held margins, margins funded a dedicated sales hire last year, and the hire is widening the hospital and SNF pipeline.

Conclusion

360 Transport proved that premium NEMT can win in a market built on volume. The playbook is specific and replicable: a trademarked premium tier, rates set above volume providers, a six-leg dispatch buffer, weekly revenue-mix reporting, a written appointment guarantee, and national accreditation. RouteGenie is what makes enforcing all of them at once operationally possible. “We couldn’t have done it without RouteGenie,” Steve says.

Steve is working to export it. “Now it’s time to take those best practices outside of St. Louis, replicate what we’re doing with other providers,” he says. The next move is what Steve calls a managed transportation model – taking the platform outward: “We’re pulling so much data out of RouteGenie and using that for the benefit of the clients. Now we want to pull their vehicles into RouteGenie and manage their vehicles for them.”

Book a RouteGenie demo to see how:

• Build a premium service tier with the dispatch and tracking tools to back it up
• Track revenue mix in real time with automated reporting on private pay, facility, and broker volume
• Hold dispatch capacity for high-acuity work with flexible scheduling and live discharge fills
• Strengthen hospital and SNF partnerships through facility portal access and on-time transparency
• Centralize compliance data for NEMTAC accreditation and audit prep