“Technology is a lifeline to those that we serve” – Mitchell Wolfe, Director of Sales at TripSpark

Technological advancements continue to reshape the way we think about and access non-emergency medical transportation (NEMT). Transportation management software, developed by companies like TripSpark, helps brokers and their employees schedule and track transportation events and keeps records of trip history as well as any specific needs or requests customers may have prior to their trip. Many NEMT companies already employ state-of-the-art scheduling and dispatching software to help manage a variety of administrative functions related to transportation coordination. These can include checking transportation provider credentials, processing claims or complaints, scheduling billing, and maintaining call center operations to book rides. Advances in this software and other trip-related technologies are helping transportation providers expand access to transportation and provide more transparent service even further.


In-vehicle hardware like tablets and other mobile devices can now be connected to NEMT software to provide data on trips in real-time. This means that NEMT brokers can now track the GPS locations of vehicles and their drivers, provide any necessary trip updates to the ride manifests, and input navigation when needed or requested. This helps keep riders informed on the status of their rides and drivers and facilitates for efficient transport services. Data from the trip is also sent back to the broker after trip completion for billing and reporting purposes. This can help to reduce cases of fraud, waste, and abuse (FWA) by providing verifiable data on trip performance.


Self-service tools have also been integrated into NEMT software to help improve customer access to ride bookings, notifications, and trip details via computers or mobile devices. Trips can be booked and reviewed using online customer portals, and automated notification systems send out reminders for upcoming trips through SMS messages, emails, or phone calls.


Technology has also provided advancement on the way rides are booked. Positive market disruptors, like Uber and Lyft, changed the face of ride hailing services and NEMT companies were quick to recognize the advantages this would have for their customers. On-demand rides can now be used to mitigate the time spent waiting for pickups after appointments or to facilitate last-minute trip bookings. The addition of ride hailing companies to the traditional NEMT network has also created additional cost-savings benefits, with some studies citing 30%-70% reductions in overall trip costs.


Updates to Contact Center telecom software have provided even more secure, reliable, and scalable services that can be customized to operational need. Cloud-based services mitigate call disruptions and integrate with CRM systems, allowing agents to focus less on data entry and more on customer experience. Interactive voice response (IVR) and voice and chat intelligent virtual assistants (IVAs) are also available to customers to allow self-service menus alongside live agents. Full transcripts of service interactions, including call recording, screen recording, call metadata and more, are available to agents to reduce operational friction and keep CSRs up-to-date with service needs during calls. Call transcripts are also available for both internal and external audits for quality control and training needs.


Changes in technology are helping to connect passengers, providers, and transportation brokers in more ways than ever before. Regular integration with advancing technology not only improves transparency and cost reduction, but also helps the communities we serve become more comfortable with its use and opens the door for additional advancements. We look forward to reducing barriers to access further as additional improvements become available.

Thank you to our partners at TripSpark for their input on this blog!