First National Accredited Organization
Diversifying NEMT Contracts to Optimize Your Success PAGE 26
NEMTAC Announces
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ALSO
Five Arizona NEMT Companies Charged with Fraud
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NEMTAC Advisory Board Members
It’s hard to believe that there are less than 60 days left in 2020. I’m sure I’m not the only one who is excited to ring in 2021 and not look back on this year. It has been a difficult year for all, but hopefully there have been some “silver linings” that have come out of this difficult year. I for one, am extremely lucky to have my health, family and an amazing organization with fantastic people to be affiliated with. We are pleased to announce another wonderful addition to our board of directors. Effie Carlson is the Chief Growth Officer for Healthcents, a leading managed care contracting solution for hospitals and healthcare providers. She brings to NEMTAC her vast experience in network contracting, provider relations, business development, and government / policy relationships. Additionally, through her previous role as Executive Vice President and Chief Growth Officer for LogistiCare|Circulation, she has expertise from both the healthcare payer and NEMT broker perspective. Another exciting announcement for NEMTAC is that our management group has recently secured a long-term grant from the Taxi, Limousine, Paratransit Foundation (TLPF). The Foundation is a 501(c)(3) organization that conducts and sponsors research about the passenger ground transportation industry; publishes the results of such research; educates individuals who work in the industry; and collects contributions and uses them for charitable purposes. NEMTAC’s mission and initiatives fit perfectly into their charter. The funds will be used to accelerate our standards development though ANSI. NEMTAC will now have more capacity to handle accreditation applicants and to continue developing educational content. And i couldn’t be more excited, to share that NEMTAC proudly announces our first nationally accredited organization, Careavan Transports. You can read more on page 16 It’s a busy time for NEMTAC and we encourage you to learn more about our mission or actively participate on one of the many advisory boards. Here’s to putting 2020 in the rearview mirror and wishing everyone a happy and healthy holiday season.
Melissa Jankowski Executive Director
Accessible. Flexible. Versatile.
Re-imaging EMS & NEMT After COVID 19
A Letter from NEMTAC's Executive Director
Is Working from Home Stressing You Out?
Announcing First National NEMTAC Accredited Organization
Chris Kelly Board Member
David Marhoffer, Board Member, not pictured
Peter Hicks Board Vice President
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Effie Carlson Board Member
Diversifying NEMT Contracts to Optimize Your Success
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Value Based Payments and Medical Transportation
Julie Correll Board Member
Eliot Kalter Board Member
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Complaint Resolution Tips for Your NEMT Company
Michael Shabkie NEMTAC Founder / Board Treasurer
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Growing Your Business During Uncertain Times
Table of Contents
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Board of Directors
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The Role of NEMT Brokers & Stakeholder in Transportation
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Advisory Boards
Accreditation Michael Shabkie and Eric Lane, Co-Chairs Carlos Ayestas, Priority Transportation Services Dori Boyle, Idaho Department of Health & Welfare Mindy Ginsberg, FR Conversions Stan Gitin, Clarion Medical Max Gorin, LifeLine Ambulance Melissa Jankowski, NEMTAC Eric Lane, Bankers Insurance Valerie Lefler, Feonix Mobility Rising Michael Pinske, AmeriCare Mobility Van Michael Shabkie, NEMTAC Jim Smith, JC Paratransit Solutions Roddrelle Sykes, 3rd Millennium Insurance William van der Linde, Old Dominion Transportation Group Scott West, NEMT Solutions, LLC Compliance and Regulatory Julie Correll and Dan Reid, Co-Chairs Maggie Adams, EMS Financial Services Michael Adelberg, Faegre Drinker Biddle & Reath LLP Julie Correll, NEMTAC Laura Fleet, SendaRide, Inc Crystal Ford, Orange County EMS Melissa Jankowski, NEMTAC Martha Kendall, Tennessee Carriers Jennifer Place, MAS Mark Porterfield, Careavan Transports Dan Reid, Grove Transit Kevin Teasdale, Secure Medical Transportation Certification Peter Hicks and Jim Adkins, Co-Chairs Kelly Addy, Clear Choice Express, LLC Jim Adkins, SouthStar Emergency Medical Services Howard Berkowitz, H&S Personal Car Service & Consulting, Inc Zackary Clemons, Solutions Medical Transport Peter Hicks, NEMTAC Melissa Jankowski, NEMTAC Gordon McInnis, LogistiCare Courtney Muchugu, United Transportation Group Ray Shanahan, CareerCert Cris Sierra, ComfortCare Transportation Resource and Conference Christopher Kelly and Travis Draney, Co-Chairs Stephanie Barton, TripSpark Medical Mike Chatelain, Risk Services of Louisiana, a Leavitt Group Co Travis Draney, Nonpareil Care, LLC Melissa Jankowski, NEMTAC Christopher Kelly, NEMTAC Manuel Leon, Alivi Gabriel Lullo, BiTS Tammy Mihm, State of Tennessee Misti Mills, Two M Insight Group Stephen Newman, 360 Quality Care + Transport Svc Marcus Norton, Mobility Support Solutions Jason Stempin, VMI Technology Michael Shabkie and Myron Hammes, Chair Kyle Archer, Passio Technologies Arthur Attal, Via Tony Bradshaw, Bradshaw Consulting Services (BCS) Dominic Buono, UZURV Holdings Inc Sufian Chowdhury, Kinetik Healthcare Solutions, Inc Imran Cronk, Ride Health Myron Hammes, Schedule Viewer Jack Hayes, BiTS Melissa Jankowski, NEMTAC Brendan McNiff, Roundtrip Michael Shabkie, NEMTAC Anantha Rao, Wellryde Ben Salter, SafeRide Health Joe Tovar, TripSpark Medical
Silver Sponsors
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By Howard F. Berkowitz, Managing Partner, H & S Personal Car Service & Consulting
Is Working From Home Stressing You Out?
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Dealing with stress at work is hard enough. Did you know that 80% of workers feel stress at work and 34% report losing sleep at night due to work-related stress? These numbers are startling when you consider the number of negative health consequences related to increased stress. But you can fight stress with the right techniques, and you need to for the sake of your health and well-being. If you are dealing with stress at work, then you are in the right place. Read on to see five tips on how to handle working in a stressful environment. 1. Journal Your Experiences Track how you are feeling each day to look for trends. Pay close attention to the days you are particularly stressed or anxious and make note of the events of that day. What happened on that day? Did you have a big presentation or have an argument with a co-worker? Watch for triggers so you can avoid those. If your trigger is an irate and unreasonable boss, then you might need to consider another job. However, if you simply notice that you are overly cranky and sensitive in the afternoons when you feel the afternoon slump, it may be your diet. Try to pack some protein-rich snacks. If you want to learn how to handle stressful situations at work, you will need to know what you are battling first. After you identify stressors, you can create a plan to make important changes. See what changes you can make to avoid certain triggers and stressors. Get yourself a journal, or track this on your phone. 2. Ask for Help Keeping your stressors in is not healthy and you need to talk about what is causing you anxiety if you are going to successfully work your way through it. Many employers offer free and anonymous mental health assistance. From toll-free numbers to call to on-site employee health. Ask your human resources department to find out what assistance is available to you. Consider creating a support system as well. If you are part of a religious community, find out if they offer counseling services. Also, talk with family members. Many of us need to verbalize our feelings to get control over them and work out our emotions. Find a close friend or family member who you trust and share your feelings with them. 3. Establish Boundaries There are countless books and podcasts on establishing boundaries. Check one out and see how you can start to implement boundaries. These can be as simple as saying you do not take work home with you. Or maybe you want to leave at 5 PM instead of trying to get one more thing done and building up resentment. Stressful situations at work are increasing everywhere. Unfortunately, with email and social media, our bosses and co-workers can reach us at any time of the day or night. When you clock out of work, avoid the temptation to check your email. Even if you do manage to only spend 15 minutes checking your email, you are sure to feel work-related stress when you are supposed to be relaxing. You cannot fully distance yourself from work and relax if you do not set healthy boundaries in and out of work.
4. Take Scheduled Breaks To continue the topic of boundaries, be sure you watch the clock and take occasional breaks. The law is very clear as to how long a break can be and how often you should get one. If your company does not have these listed, then Google them and find out your state's law. Once you know your legal rights, then you can feel confident standing up for yourself when it is time for self-care. Leave your physical environment. Do not try to work through lunch at your desk; you need to physically get away from the workplace for a while. You also need to take the time to allow your body to relax while you get away from work for a bit. This can be especially hard to do when you work from home, but you still need to take your breaks even when working remotely. If the weather allows, get outside, and go for a walk. This serves a double purpose in getting you away from work while also getting some physical exercise and fresh air. 5. Take Your Vacations Did you know that the average American only takes about half of their allotted vacation time each year? You need this time off and away from your workplace. This is especially true if you are working in a stressful environment. Vacations are important to allow yourself time to recuperate from the stressors of work. Find out how much time you have for vacation and be sure to take it. Get out your calendar and schedule a trip. It does not have to be expensive trips around the world, either. The popularity of staycations is increasing everywhere. These stay-at-home vacations allow you the time to take care of projects you have been meaning to get to or to explore your local city nightlife you never seem to have time to enjoy. Coping With a Stressful Environment It can be very difficult to learn how to handle pressure at work, but with the right tips you can take it on. From scheduling your vacations for the year to scheduling your breaks each day, the only way to handle a stressful environment is to take care of yourself. It should not cause you anxiety each day as you are going to work. You spend a third of your life at work, you deserve to do it in a stress-free manner. While work is rarely fun for many people, it also should not be a hostile environment. Take time out of each day and create “ME” time to just unwind and do the things you enjoy doing like running, exercise, reading, yoga etc.… I know this part will be difficult, before going to sleep have wind down time. This means shutoff all electronic devices and read, breath, yoga at least 30 minutes before bedtime. Do not do this in your bedroom this is where you sleep. Good pre-sleep habits are important to get you ready for a restful and recharged night’s sleep. *** Howard F. Berkowitz is the Managing Partner for H & S Personal Car Service & Consulting, Inc. is a public transportation consulting firm specializing in improving operational management, comprehensive analysis, financial performance, and quality of service. We bring over 30+ years of public and private transportation experience and a network of industry associates to each assignment. Contact Howard at (561) 719-5541 or consulting@handspcs.com Calendly Scheduler: https://calendly.com/hs-consulting/consultation
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Hence, NEMT brokers can leverage technology solutions that can help them not only to reduce the impact due to missed appointments, no-shows, and patient complaints but also to position themselves to prevent and detect any fraud. Partnering with software vendors could help retain the program integrity and quality for health providers, government, and brokers to deliver patients safe and reliable transportation. Public reporting about data such as the number of trips scheduled in a county or region, type of services frequently accessed for NEMT such as medical appointments, dialysis, and patient complaints post NEMT service whether they were resolved or not, etc. can create data transparency and add to better program integrity. NEMT brokers can provide reliable NEMT services to the Medicaid beneficiaries by harnessing the power of technology into their existing system. They can automate their NEMT operations, including managing providers, drivers, schedule trips as per real-time needs by members, giving beneficiaries real-time information related to whereabouts of the vehicles, ETA, tracking, reporting, and a lot more that enhances the NEMT delivery services. Using the technology-driven NEMT platform, brokers can optimize their NEMT operations and serve the medical as well as non-medical needs of the patients. Integrate their NEMT-data on a single platform Manage their network of transport providers and drivers Access the data of members, transport providers, health plans, etc. Improve operational efficiency via real-time analytics and monitoring Create and schedule advanced trips in a few clicks Automate scheduling, trips, vehicles, routes, etc. Instantly communicate with drivers Facilitate accurate billing and payment based on trips Help members to schedule, reschedule, or cancel trips Track Real-time status of the trip and performance of drivers Generate customized reports using reporting tools to monitor performance and data-driven decision Conduct regular analysis and reviews of the transportation providers With advanced technology, NEMT brokers can reduce the administrative burden at the state level due to faster on-demand dispatch capabilities, accurate information, and transparency among all involved stakeholders. Such an advanced platform provides a better experience to the patients by providing efficient scheduling and booking options, giving them peace of mind to get to and from their medical appointments, pharmacy visits, grocery shopping, or attending community events. Whether it's qualifying a trip or scheduling it or managing driver's credentials to handling payments/reimbursements. NEMT brokers play an important role in the delivery of care services making sure all the background work has been taken care of so that patients can safely show up on time for their medical care.
The Role of NEMT Brokers & Stakeholders in Transportation
NEMT is one of the crucial drivers today in addressing the social determinants of health and to improve the health outcomes of the vulnerable population. With the recent CMS changes related to medical and non-medical transportation benefits for the chronically ill patients, the continuum of care has taken a new shape. In the rise of COVID-19, the need for care has gone beyond the four walls of the clinical settings and the social needs of patients especially with functional and cognitive impairment has been an important topic of concern among payers, government, state, and local agencies. However, appropriate drivers to measure outcomes, technology tools that maintain the NEMT program integrity, and the resources that reduce barriers to access to non-medical care have still been a challenge for the healthcare organizations. Healthcare providers can cater to the varying needs of patients by implementing various models of NEMT delivery services, including the in-house model, MCOs, broker model, the fee for service, public transit, and mixed or hybrid model. NEMT Brokers use dispatch software to manage rides, drivers, patients, and optimize routes based on the client requirements and cost model. NEMT brokers are the heart of the healthcare system, as they handle the entire NEMT operations ranging from arranging trips, giving jobs to transport companies to assist patients with their medical needs. By contracting with health plans or state agencies, NEMT brokers manage patients’ medical and non-medical transportation needs with the help of their wide transport networks. “NEMT brokers qualify riders, schedule, and book NEMT trips as per riders’ transport needs like vehicle requirements based on their health conditions.” Usually, NEMT brokers help state agencies, the department of aging, Managed Care Organizations (MCOs), hospitals, and health systems to run transportation services for their members. By contracting with brokers, the health plan facilitates NEMT services to their members, as per their latest CMS amendments. However, there are certain problems faced in the traditional broker model... The state agency manages NEMT operations by contracting with brokers to assist beneficiaries for their to and from medical or non-medical needs. According to this model, beneficiaries initiate the process of booking a trip with a phone call to a call center, which is managed by a NEMT broker. The broker then qualifies the eligibility of beneficiaries, matches their transport requirements with drivers and vehicles, and subsequently schedules a ride. This process has several drawbacks, as mentioned hereunder: Difficulty to meet real-time needs of NEMT services to members Inadequate system responsiveness in case of last-minute changes Poor data collection process of the entire NEMT operations Lack of monitoring and oversight of the NEMT entities Manual and time-consuming paper-based data collection system to record trip details Higher incidents of fraud in billing claims and costs Lack of ability to control the supply of fleet
By Ayushi Patel, Director of Strategy & Innovation, Mobisoft Infotech
By Christopher Kelly, Attorney, Page, Wolfberg & Wirth
Six individuals, who are associated with five different non-emergency medical transport (NEMT) companies, have been charged with filing false claims related to transports. According to a press release issued by the U.S. Attorney’s office, three separate criminal complaints have been filed in Arizona U.S. District Court. In the first, three individuals were charged with billing from more than 9,000 transports that were not actually provided. These false claims resulted in three companies receiving more than $2,750,000 from the Arizona Health Care Cost Containment System, which manages Medicaid eligible patients for the state. In the other complaints, three additional individuals associated with two other NEMT companies were charged with submitting more than 1,500 claims for transports that did not take place. These claims resulted in payments of more than $450,000. According to the U.S. Attorney’s office, the COVID-19 pandemic caused an increase in the need for non-emergent medical transport, an increase that these individuals allegedly tried to exploit in order to slip in extra transport claims. However, the claims they submitted did get noticed by the FBI-led COVID Fraud Task Force. A statement by the FBI agent in charge said “make no mistake, the FBI will actively pursue those seeking to fraudulently profit from the pandemic.” All defendants in these cases are considered innocent until proven or plead guilty, but the day of judgement will soon be upon them. And on that day, they face some serious consequences. Violation of the False Claims Act is a federal crime that is punishable by fines of up to $50,000, restitution, and up to 10 years in prison. While billing federal or state government healthcare programs for services that are not provided is clearly an egregious violation of the False Claims Act, it does not take such brazen fraud to get you in trouble. Billing for services that are not in compliance with your terms of participation with these programs, or billing for services that are not medically indicated can also be considered “false” claims. The False Claims Act also does not require intentional fraud; violations include “deliberate indifference” or “reckless disregard” for the truth or falsity of the information provided to these governmental payers. Therefore, specific intent to defraud is not required, even mistakes made when you were not careful to bill claims correctly can be actionable as violations of the Act. An active compliance program, awareness of billing regulations and requirements, proper claim submission policies and taking corrective action when mistakes are made are all key elements in running a successful NEMT company. Taking steps such as these can help you get paid correctly, and avoid the consequences of accepting improper payments; consequences that the defendants in these cases may soon understand very well. To read the full press release, go to here. *** Christopher Kelly is an attorney with Page, Wolfberg & Wirth LLC, who focuses on regulatory healthcare law and litigation defense as it relates to the EMS and ambulance industry. Chris has over 20 years representing medical transport services on a wide range of compliance issues. He can be reached at (717) 691-0100 or email to ckelly@pwwemslaw.com. For over 20 years, PWW has been the nation’s leading EMS industry law firm. PWW attorneys and consultants have decades of hands-on experience providing EMS, managing ambulance services and advising public, private and nonprofit clients across the U.S. PWW helps transport agencies with reimbursement, compliance, HR, privacy and business issues, and provides training on documentation, liability, leadership, reimbursement and more. Visit the firm’s website at www.pwwemslaw.com. This article is for general information only and is not intended nor should it be relied on as legal advice or a definitive statement of the law. You should consult an attorney for advice specific to your situation.
Sponsored Content
The VMI iClass platform lifts provide a 960lb lift capacity, high intensity LED lighting for added safety and multiple fail-stop measures to ensure passenger safety, such as a unique non-slip design, an automatic hydraulic outer roll-stop mechanism with anti-rattle platform blocks and an automatic locking mechanism. HELPING TRANSPORTATION PROVIDERS KEEP VEHICLES ON THE ROAD Maintaining your transport vehicle is easier than ever with services available with every van purchased from VMI and its commercial division companies. Every vehicle is eligible for a 1-year mobility roadside assistance membership and access to Wrench fleet service where certified mechanics come to you to service the vehicle and/or lift. Mobility Roadside Assistance (MRA) will ensure that your driver has backup while on the road. Should the driver encounter troubles with the vehicle, MRA will dispatch another mobility transport van to make sure first and foremost that your passenger is taken to their intended destination (up to 25 miles). It will also dispatch a towing service to deliver the vehicle for repair. MRA also covers services commonly expected from a roadside assistance provider, such as: battery service, jump start, lock-out assistance, tire repair, towing, winching/vehicle extraction and emergency fuel delivery. Mobility Roadside Assistance is available throughout the U.S. and Canada. Wrench has partnered with VMI to dispatch expert, certified auto mechanics who will service vehicles at a time and location that’s convenient for you, allowing your operation to maximize vehicle utilization and while maintaining a regular service schedule. Wrench mechanics will perform services such as brake adjustments and caliper replacement, oil and filter change, engine tune-up, vehicle parts replacement, A/C service, battery replacement, perform vehicle diagnostics and service platform lifts, to name just a few. Wrench is currently available in select cities within the contiguous United States. Verify availability at wrench.com/zipcheck. For more information on the Dodge RAM ProMaster and iClass platform lifts, contact Jason Stempin at jasons@vantagemobility.comor (314) 396-9322.
Accessibility, flexibility and versatility—these are just few of the basic requirements transportation providers look for with their accessible vehicle investments in order to harness the greatest efficiency and profitability for their business. However, this goal might seem elusive when vehicle options appear to be limited, especially when looking for ones that fit your well-defined budget. Have you considered adding a Dodge RAM ProMaster to your fleet? The Dodge RAM ProMaster is a full-size van that can provide a comfortable ride for multiple wheelchair users or ambulatory passengers with many seating options available. Its roomy interior has exceptional headroom and allows for putting some distance between passengers and from passenger(s) to the driver if that’s desired in order to meet certain safety protocols often required these days. These full- size vans are also customizable to fit passengers in stretchers . Seating flexibility of course will warrant more securement options to safely transport your passengers with the proper restraint systems in all positions. Inside the VMI Dodge RAM ProMaster, seats are track mounted with a 3-point harness system that can be configured to accommodate seating requirements. Wheelchair, scooter and gurney securements are simplified with reinforced FlexFloorTM L-track flooring system and retractable tie-downs. ADA compliance is a critical requirement to capture the most opportunities for ridership, particularly when payments are subsidized through government funded benefit programs. The VMI Dodge RAM ProMaster is ADA compliant and meets all Federal Motor Vehicle Safety Standards (FMVSS). Accessibility with flexibility and versatility is further achieved with the installation of a platform lift such as the new iClass lift from VMI. There are many available options to tailor a full-size van to meet the needs of your passenger transport business. The iClass comes in three different model types: solid, folded or split platforms. The ideal model should be selected based on anticipated usage. For example, what percentage of wheelchair passengers do you expect to transport on average? Will ambulatory passengers make up the bulk of your business or will you transport passengers who are often in gurneys? These details should drive your decision on the type and location of the lift that is installed on your vehicle to enable the most convenient entry and exit for your passengers. Platform lifts have been around for a long time, but advancements in technology and innovations have made them easier to use while making it possible to maintain and service them with minimal downtime off the road. Platform features that enable these benefits should be expected in order to meet the performance demands of today. VMI iClass lifts are equipped to operate conveniently with a wired or wireless remote or with an app right from your mobile phone. Drivers may stand at a safe distance while putting the platform into motion to lift or lower passengers. The iClass is also the only platform lift series in the marketplace today that offers a mobile app to function as a resource for how-to operate or trouble shoot, perform maintenance and maintain service history. Drivers can watch product demonstration videos to get trained on proper equipment use, and service technicians can track maintenance schedules and warranty work to ensure your lift remains in optimal condition for the life of the vehicle.
By Todd Revolt, VP of Business Development and Partnerships, VectorCare
At the onset of COVID-19 in March, we saw on average a drop of 18-40% in transportation requests for service providers. While some areas are rebounding and business is picking up again, the possibility of a second wave or another major event remains high. Now is the time to truly start re-tooling and re-imagining your business to survive and thrive in the world of COVID-19. Last month, we hosted a webinar with Pinnacle EMS all about the changing face of NEMT/EMS after COVID-19. Learn how NEMT providers can reimagine outdated “turf war” models of business, and instead build healthy networks of providers across a wide range of services. Create a scalable business model by offering wide ranges of services: from wheelchair to Uber/Lyft, without increasing upfront equipment cost. You can watch the webinar below, or keep reading for a comprehensive guide.
Re-imagining EMS & NEMT After COVID-19
NEMTAC is proud to announce Careavan Transport as the first organization to receive national accreditation. As an American National Standards Institute (ANSI) standards developer, NEMTAC designed the national accreditation program to promote quality of care in the NEMT industry. Obtaining accreditation distinguishes Careavan Transport and signifies to its customers and stakeholders that the have met the NEMT industry standards of excellence. NEMTAC looks forward to opening the accreditation process to all NEMT organizations the beginning of 2021. Please help us congratulate Mark Porterfield and the team at Careavan Transport for their hard work in achieving this distinguished recognition in the NEMT industry.
Mark Porterfield and his wife Peggy are the owners of M&M Mobility, Inc, d/b/a Careavan Transport. Starting their sixth year, Mark and Peggy has grown Careavan from 3 vans in Montgomery, Alabama to 24 with 2 Depots, one in Montgomery and one in Birmingham, Alabama. A graduate of Auburn University’s Harbert School of Business, Mark spent 31 years in the grocery retail business where he learned how to provide exceptional customer service, hiring the right people for the job, treating associates with respect and general business skills. He also ran a successful real estate investment company. Recently, he has subcontracted with AMR for hurricane relief efforts. Mark’s wife of 29 years, Peggy, RN, CNO, has been a nurse for 25 years, helps with the business as well as works at the local hospital. Their son is attending Auburn University and daughter just graduated from Auburn High School. Mark enjoys working on his classic truck and home improvement projects. Mark and Peggy’s “Why” came from her parents. When they moved from South Florida to Montgomery, they brought along her two handicapped parents. They lived through the challenges of getting her parents to and from appointments and social events. When the time came for Mark to retire, the NEMT industry was calling. After several Affirmations, they decided to open their first depot. Looking back the decision was literally a Godsend. Helping tens of thousands of people get safely to their destinations has been a blessing. Not only does Careavan do medical appointments, but they run 24/7 and do social events as well, such as weddings, funerals, graduations, concerts….ANYTHING. Mark always says, “A lack of transportation should not be the reason to live a solitary life.” Their slogan is “Mobility for Life” and motto is “Changing Lives One Ride at a Time.” This shows in the drivers actions and the call center representatives voices every day. It also is reflected in all the wonderful stories they have. NEMTAC’s goal is to set the standards for the NEMT industry. This has been necessary for a long time. When Mark and Peggy were deciding to start their business, there was some interaction with a local company that made it clear to them that there is a right way and a wrong way to do this. They chose the right way, the way that NEMTAC is helping companies to become. The right way includes safety, compassion, and respect. These should be core values for any service company. Compliance and regulations are also a necessity in this business, and NEMTAC is leading the charge. Mark, Peggy and the whole Careavan team want to thank NEMTAC, especially Michael, Melissa, and Eric, for the honor of being the first NEMT company in the nation to earn the NEMTAC Accreditation. This is truly a reflection on Mark’s team. They all earned this distinction and are ready to represent NEMTAC for years to come.
“This is healthcare’s Amazon moment. If you are a provider and think you’re going to go back to your business model solely being based on hospital revenue and not relevant to people who want care at home, I think you will be out of business... I think we were always wondering what the big disruption would be that got us to join the consumer revolution, and I think this is it.” -Stephen Klasko, President & CEO, Jefferson Health The State of the Industry Let’s start by talking stats. Based on a survey which included ~500 EMS/NEMT providers across the country, we found that COVID-19 had impacted businesses in the following ways: 18% experiences employee shortages 64% had to quickly implement new service standards & guidelines 73% implemented more flexible workspaces & work from home initiatives 18% offered different types of services 91% experienced a loss of revenue It’s clear that all service providers were profoundly affected, and continue to be affected by this pandemic. Providers have had to become increasingly agile in order to maintain profitability, and, despite their best efforts, often still experience a loss of revenue. Areas of Improvement We found that COVID-19 exposed a lot of gaps in the EMS/NEMT industry, where providers can improve their business model for better disaster response: Due to employee shortages, efficient UHU and smart scheduling tools were more important than ever Communication during a disaster is crucial. When pivoting to new workflows and procedures, many providers had trouble quickly disseminating information via phone calls or email. FEMA’s COVID-19 guidelines recommend that each provider have a plan enacted for Conventional, Contingency, and Crisis levels of care throughout the care continuum. For instance, at the conventional level you may triage incoming service calls based on medical need, yet at the crisis level only service calls where the individual is in life threatening medical danger.
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Flexible workspaces: Many employees began working from home due to the increased virus spread, which necessitated flexible and secure mobile workspaces. With an up to 40% drop in transportation requests, many providers struggled with quickly and efficiently pivoting to new services. There are three main areas we recommend all EMS & NEMT providers consider when building a business that is disaster-proof and flexible in times of crisis: Optimize efficiency through technology & data Consider the “pivot” Build healthy provider networks In this post, we’ll be covering how to optimize your efficiency through technology and data. It’s important to build a business that runs as slick and efficiently as possible so that you’re able to pivot to new procedures quickly during a crisis. Technology Ensure your employees have a HIPAA-secure, reliable way to work remotely. Setting up remote work flexibility for your employees is measurably safer during a pandemic, as it allows them to work from the safety of their own homes. Moving to less centralized technology options can help your business maintain operations without missing a beat in the event of a flood, fire, or other disaster affecting your physical office. Look into: undefinedundefinedundefined Embrace automation: Automate tasks in order to lower FTE and manual work without sacrificing business standards. undefinedundefinedundefined
More and more, hospitals & healthcare systems are looking to partner and work with providers who provide a comprehensive solution to their needs. Healthcare systems don’t want to call one provider for CCT, and another for Wheelchair & Gurney Van services. They want a one-stop-shop. This is why many states and systems prefer to go the broker route, but working with a broker can be expensive. Healthy networks allow you to compete with the one-stop-shop experience that a broker provides to your clients, without breaking the bank. Healthy networks work by allowing you to form relationships with other providers in your area who perform complementary services to your offering. By partnering with them, you can offer additional services to your customers with no upfront cost on your end. Below is a quick illustration demonstrating how a successful network partnership might work: Let's say that a hospital sends a request to you for a Wheelchair/Gurney Van transport (for example). When you receive the request, all of your current vehicles are out on other calls at that time. Additionally, you prefer to not take wheelchair requests as they aren’t as profitable for your business, but you’d like to maintain the contract and good relationship with your customer. Instead of declining the request or using your resources to complete it, you can simply ping the request to all of the local providers within your service network that perform wheelchair services. If you’re using a sophisticated patient care logistics solution like VectorCare, this takes less than a minute. A provider in your area (green) accepts and fulfills the ride, possibly even giving your company a referral fee in return. This provider network model allows you to: Become a “one-stop-shop” for your clients by offering a wider range of services Seamlessly scale operations up or down based on demand Develop healthy relationships with local providers Move the industry to stop dependence on brokers Provide a better customer experience Leverage your network and be able to pivot when disaster strikes Protect yourself from financial fallout when request volume plummets One of VectorCare’s customers, Mission Ambulance, was able to deploy this partner strategy to create a network of 7+ providers in their area. This allowed them to offer a better customer experience and increase their business volume but 15-20%. If you’re unsure about where to start looking for potential network partners, a great place to start is a SWOT analysis (pictured below). Map out your business’s strengths, weaknesses, opportunities, and threats in your area. Discover where you have gaps in your offering, and seek out local providers who can fill those gaps so you can better position your business as an all-in-one solution to customers.
Data Once you’ve streamlined your business with technology to make your operations as efficient as possible, data is where you can really dig in and find your gaps. You may be able to run a business day-to-day by being reactive and taking each call as it comes, but without data you’re flying blind: unable to tangibly measure improvement or identify weaknesses. “Most of the world will make decisions by either guessing or using their gut. They will be either lucky or wrong.” - Suhail Doshi While there are countless ways of leveraging data to improve your business, at minimum we recommend looking into the following areas: 1. Find where your gaps are: Use reporting tool to analyze data and create efficiencies. You may want to track and measure: UHU On-time rate Data on patient symptoms & diagnoses to provide better patient outcomes. Here, EMS providers can compare their diagnosis with a hospital’s, validating care accuracy. 2. Predict where to allocate resources EMS providers can use predictive modeling software to anticipate where to expect calls Analyze volume trends to determine employee scheduling & vehicle deployment Many EMS and NEMT providers will have already implemented many of the above recommendations. If your business is lacking in any of the listed areas, now is the time to re-tool and increase your operational efficiency so that when a crisis strikes you won’t be caught in a logistical mess. The Business Pivot Now that we've discussed the state of the industry and how technology and data can improve your operations, let’s talk about the pivot. During times of crisis, uncertainty, and market tumult, the ability to create a strong business pivot can be a crucial factor in maintaining a profitable business. A pivot is a quick turn to offer different services or market to another vertical. To reference an industry example, a transportation provider in Hillsboro, Oregon has been able to quickly pivot their service offering during the pandemic. In addition to normal NEMT services, the company has been working with local hospitals to conduct COVID-19 home testing as well as post-surgery home health services. In response to COVID-19, many states are broadening their scope of practice for EMS providers. EMS World recently reported that Indiana is now allowing EMS providers to administer over-the-counter pain relievers, user bronchodilators, and provider other additional services. Other states now allow paramedics to begin offering rapid COVID-19 blood tests. If you haven’t already, all NEMT/EMS business owners should stay up to date on the changing scopes of practice in their states of operation. Due to easing restrictions, you may be able to provide far more services than pre-pandemic. Looking ahead, we can view a significant trend in EMS/NEMT toward mobile integrated healthcare and community paramedicine. As our healthcare system becomes more decentralized and focused on the healthcare-at-home model, providers can begin providing at-home care options to low risk patients: administer flu shots, provide COVID 19 tests, and more. VectorCare recently surveyed 400 NEMT and EMS providers around the United States. An alarming 91% of all providers reported a loss of revenue due to COVID-19. When disaster strikes and your typical services decrease in demand, brainstorming new ways of pivoting and adding verticals can keep your business afloat. All About Service Networks “In order to ensure quality care for every patient,healthcare organizations need a more comprehensive NEMT solution that can be leveraged for all use cases, levels of care, and modes of transportation.”-Beckers Hospital Review
An Example: Staffing Networks Within their Pandemic Operations guide, FEMA recommends that EMS providers prepare to cope with a workforce reduction by fostering a network of alternate and nontraditional workers to be called to volunteer should the surge of patients warrant it. FEMA recommends contacting local medical reserve corps, community emergency response teams, junior colleges, people with transferable skills (such as bus drivers) and more to form a community of individuals ready to fill in the operational gaps should there be a surge. Though not everyone can volunteer as a paramedic or driver of course, supplemental volunteers may be able to help: answer phones, triage calls, prepare meals, decontaminate gear, or whatever is needed. What we’ve identified as ways to build partnerships between other service providers, you can use to create and build a network of emergency staffers. First, revisit your SWOT Analysis and identify your gaps, and your workforce limitations, Next, find others to help, and bring them in to help as needed. Create shareable workflows to train new volunteers, and make sure there is a notification software, a website, or social media account where you can reach all the members in your network instantly. Conclusion There is no doubt we’re living in unprecedented times. COVID-19 has certainly rocked many industries including the EMS and NEMT industry, and none of us are quite sure how this is going to play out or when it will end. That said, we need to stay in motion and re-tool our businesses as we move forward. If you have an efficient EMS/NEMT business that relies on automation, technology, and data-driven insights, you can be certain that you’re making the right operational decisions. By combining those three aspects with a healthy partner network, you can ensure that you’re putting your business in the optimal position to: Pivot at a moments notice Be Ready to scale up or down without a huge financial cost or risk Run efficiently and drive decisions with data, not guesswork Come out of this experience with a tighter ship and more solid business Onward!
By Becca Fields-Poniskaitis, Marketing Strategist at BiTS the Creators of RoutingBox
This year continues to be riddled with uncertainty: A global pandemic, national shutdowns, panic buying, social unrest...the list goes on. Businesses are forced to make tough decisions-- everything from furloughs and layoffs to shutting down entirely. Our team here at RoutingBox knows firsthand that when times become uncertain in business, the most common course of action is to hunker down and focus on weathering the storm. Our customers, and our company, were forced to shift and adapt how we operate early this year.Our resilient customers didn’t just hunker down: they adapted, pivoted, and made changes that are now yielding positive results. With businesses of all sizes focused on survival, why are we talking about growth? It’s simple: focusing on your company’s future growth while making the tough survival decisions today helps you keep a healthy, honest, perspective. Stay focused There are two key pieces of advice a business owner should keep in mind while navigating uncertain times: Prepare now. Thrive later. Remember your mission and purpose first and at all times. These two points will help you keep perspective as you navigate through this pandemic. Our customers are preparing, making changes, and leading their companies from the heart with empathy. They are adapting and pivoting to survive and prepare for future growth.
Adapt To grow when times are uncertain, you must be prepared to adapt. Many of our customers had to change the way they handled multi-loading, adding more thorough sanitation procedures, getting PPE in place to protect their employees and passengers, adjusting the way drivers verify trips for passengers by using birth dates vs. collecting signatures, and adding temperature checks to their checklists. For many businesses, other adaptations include: Reevaluating the tools and processes in place for operations Adding new technologies to help do more with less "Spring cleaning” to weed out old and out of date equipment Expanding the products and services your company offers So how do you get started? First things first, take an honest assessment of where things are currently. Chances are, you’ll need to make some tough decisions. Tough decisions are necessary for survival. As you’re going through the steps of assessing your current situation and making those hard decisions, keep the earlier advice in mind. Consider new ways to adapt or, as many people in the business world have been saying, pivot your business. Pivot As you look to pivot into other opportunities, focus on the things that you can control. Although COVID-19 and the economy are out of your control, prompt and friendly service, cleanliness, sanitization, and empathy are things you can control. Differentiate yourself by being the most consistent, reliable, and friendly transporter. Your facilities and customers will appreciate this, especially during uncertain times. Think about some of the following opportunities to pivot your business into. Delivery Services Many of your clients are elderly, immuno-compromised, or otherwise high risk for COVID-19. Some are apprehensive to venture out into the world for their basic needs. This has presented an opportunity for NEMT companies to begin delivering essentials to your clients. RoutingBox customers are now doing: Grocery Meals Pharmacy Last-mile package delivery Local health care facilities are challenged with getting their patients and customers what they need. Our customers have worked with these facilities to help them by providing delivery for: Lab specimens Pharmacy and Retail Essential Trips Does your local public transit organization have on-demand services? If they do, are they struggling with increased demand? Our customers have been able to help with the overflow by partnering with their local public transit agencies. For trips that you’re doing now for essential medical needs, such as infusion centers that provide treatment for dialysis, chemo, etc. Reach out to these organizations and see if you can increase the services you currently provide. Reestablish past relationships and forge new ones. Our customers have established new, direct, partnerships with medical facilities and increased their business. Perhaps these centers already work with a public transporter. Connect with them to see if they are open to a more on-demand model to better service the community. Brokers Work on enrolling with more brokers. Brokers are always looking for top-notch transportation providers who are consistently on time, have positive relations with their facilities and riders, and are strictly adhering to state and national regulations for COVID-19. When you’re delivering great service, have excellent on-time performance, brokers
Growing Your Business ... continued
will reward you with more trips. When you decide to focus on growth opportunities during uncertain times, understand that growth is not always immediate and may not yield results overnight. You will have ups and downs. Some days will be more challenging than others. When you’re making the tough decisions, remember these key takeaways: Prepare for the future– take the necessary steps to keep your business afloat. Keep your mission at the forefront of your decisions – let your mission and values guide your decisions Be willing and ready to adapt and pivot– keep an open mind to all available possibilities. Growth is not linear– there will be ups and downs, keep at it! Stay optimistic –every storm comes to an end. Stay calm. You’ve got this.
It has always been easy to seek NEMT Medicaid work because we know it exists. But it’s not easy to develop business to business (B2B) NEMT work with clients who are unsure how you can assist them. Of course, hospitals and nursing homes may know you’re available for an admission or a discharge, but how many know that you’re available for Managed Care Medicare patients, or private health insurance that has a transportation benefit? In those cases, the medical institution is not really the direct customer but the indirect customer. They can steer work to you as a third-party medical provider. In addition, many for-profit hospitals and medical centers would gladly pay for patient transportation when the cost of that transportation would be only a fraction of their own reimbursement for the outpatient services they could render to that patient. Some of you reading this will give me your pre-programmed, reflexive response: “Joe, there isn't that kind of business in our area.” Of course there isn’t! That’s because you haven’t created it yet. You don't need to fit a round peg in a square hole, you just need to make your peg square. Change for your customer; don't expect them to have to accept what you have. They may not want it. Do you think my clients I referenced in my first paragraph, who maintained 60/70 percent of their business during the COVID-19 pandemic, were handed those B2B accounts? Do you think they just inherited them from another provider? Do you think that Hospital A approached my client one day and asked “Hey, can you start hauling 30 or 40 outpatients a day and we'll write you a check?” The answer is no. In every case, my clients created their B2B accounts through ingenuity combined with hard work. Business development often requires creating services that do not currently exist in your area. That’s the best kind of business development to do because, as it emerges, you are the only company that can provide it. You can’t just wait till a customer comes to you; sometimes you have to go get them. You have to establish a business development program which includes marketing, sales, public outreach,
During the recent COVID-19 pandemic, most fleets who rely on non-emergency medical transportation (NEMT) contract work have had their revenues negatively impacted, and many very seriously. Some fleets lost as much as 90 percent of their monthly business. Meanwhile, other companies were down only 30/40 percent in March and April, then recaptured much of that business back in May, June and July. While 30/40 percent of revenues is a lot to lose for a couple of months, it is dramatically better than losing 70/80/90 percent for four months or longer. So, why were some NEMT companies devastated while others merely had to make temporary adjustments with staffing and insuring vehicles in service? The answer is that some companies are diversified and some are not. Over the past 10 years I’ve written multiple columns for The Transportation (TTA), the nation’s oldest and largest for-hire fleet operator trade group, about the importance of diversifying your revenue portfolio. That has never more true than in 2020. Since becoming a consultant in 2002, I have visited, on-site, more than 200 for-hire companies, many of them multiple times. Some ran taxicabs, some NEMT vehicles, some paratransit, and some, especially in New York City’s outer boroughs, sedan and livery services. Many operate more than one modality. But some of those fleet designations have been "in name only." In reality, their service modality could be defined by their predominant client, which was an NEMT Medicaid broker. It has pained me over the years to see many of my clients so enamored with NEMT Medicaid work that they forsook other revenue streams. Very often, I encountered taxi or livery drivers who had not transported regular, traditional, customers in weeks, or even months. The fact these drivers were in a taxi or a sedan was immaterial. They were NEMT Medicaid drivers. I have also visited companies that considered themselves a paratransit fleet, but their entire revenue portfolio was dependent upon NEMT Medicaid from LogistiCare, MTM, or another broker. I have always understood the attraction. After all, it's easy work with little thought or creativity needed. Despite some possible misgivings about accepting the traditionally low rates that brokers offer, the work is easy for drivers, as well as for office staff. It’s often easy for supervisory staff as well because they’re only managing one customer instead of many. It’s often even easier for ownership as NEMT Medicaid allows the company to grow its business while creating economies of scale, despite the low reimbursements. But I warned many of these companies they were going down a bad road. I encouraged them to diversify. Some listened, some didn’t. And then we had COVID-19. In 2012, I wrote a column for TTA titled “Find Out What They Want. ”I talked about building new revenue streams by identifying client needs. I was very blunt. I wrote: “One of the biggest shortcomings in our industry is lack of imagination. Many otherwise solid companies are not able to 1) identify prospects’ needs and then 2) explain how they can fill that need. We are an industry that has a multitude of services to deliver but often not a clue how to explain them.” Many TTA member companies always sell off the menu (paratransit, NEMT Medicaid, taxicab, limousine, charter bus, shuttle bus, etc.). Rarely are new services created to address a specific client need.
By Joseph M. Rubino, President, J.M. Rubino Transit Consulting
www.twominsightgroup.com
info@twominsightgroup.com
Diversifying NEMT Contracts ... continued
and basic networking. For example, many of you reading this column may belong to your Chamber of Commerce, Rotary Club, or a local or state transportation organization. But how many of you belong to your local hospital association? How many of you belong to a state or local healthcare association? How many local hospitals, healthcare organizations, and health insurers in your state know what kind of services you provide, what kind of driver training you provide, what kind of insurance level you maintain, and why you're the best company in the community? These are things you need to do. You need to diversify your portfolio now and stop relying on a revenue stream which can disappear overnight, as much of it did during COVID-19. It’s never too late to refocus your business on building your company’s revenue stream by diversifying your account portfolio, especially B2B accounts. So, are you looking to both shore up your NEMT work through diversification? Then there’s no better place to learn that than by joining The Transportation Alliance. They run business education opportunities all year long through newsletters, webinars and, best of all, an incredible network of successful operators willing to share their ideas. Fleet operator memberships start as low as $357 per year. And of course, TTA also holds annual conferences, conventions with excellent industry leaders, speakers and product expos. *** © 2020 Joseph M. Rubino, JMRubino Transit Consulting Joe Rubino’s expertise covers all modalities of ground passenger transportation. He has worked on transit projects in 47 states.He also works extensively as an expert witness on civil cases and regulatory issues. Contact him at jmrubino@aol.com or at www.jmrubinoconsulting.com. The opinions and recommendations in this article are those of the author, and not necessarily those of The Transportation Alliance or its transportation company members.
Over the years, new payment and service models have changed the way in which Americans receive healthcare, but not so with medical transportation. While innovative payment models have influenced how we receive our medical care, transportation services largely remain a fee-for-service industry. Health insurance companies pay most health services a flat rate per billed service code. While they may pay a flat rate for transportation, that rate is not the same among all providers as each provider charges a different amount. Since transportation charges are always changing, it is difficult to budget for them. How could this be altered to ensure not only good service but keeping the least cost methodology intact? Many entities use contractual incentives and penalties for service metrics to ensure a higher quality of service, yet the different charges between individual transportation providers remains. Healthcare uses a value-based payment (VBP) system to provide improved quality of care based on improvements seen in a population's well-being. Could medical transportation offer similar benefits and fit into this medical VBP model? History of Value Based Payments in Healthcare VBP, or pay for performance (P4P), has become a stable payment model in healthcare, offering financial incentives to several medical entities to focus on ensuring various clinical outcomes are met within the population served. In the United States, VBP systems were seen as early as 2001 with California introducing public report cards for medical care. The Center for Medicare and Medicaid Services (CMS) took this on and began applying the idea in 2005, concentrating on payments for better care coordination for patients with chronic illnesses. The focus is on improving patient care and better health outcomes at a lower cost. In 2007, the American College of Physicians were concerned that P4P programs would focus on the pay and performance with little to no regard on the patient, further stating that any successful system will need to put the patient first.1
By Kris Lyon, Senior Business Development Manager, TripSpark Technologies
What is Included When Establishing a Value Based Payment System In the current literature, there are five basic measures used to establish and measure health outcomes focusing on VBP. These include effectiveness and efficiency, timeliness, safety, patient focus, and equitability.2 One can quickly consider how each of these five measures relate to medical transportation. For each medical category, examples of potential measurements that could take place for medical transportation are outlined in Table 1: Note: Information for Table 1 from 5 Quality Measures That Matter for Value-Based Care (2019) and from Healthy, Equitable Transportation Policy Recommendations and Research (2009). While each of these measurements can be tracked using medical transportation software (such as TripSpark's NovusMED), ensuring you are tracking the right information is crucial to succeeding. The American Medical Association offers the following questions to ask when setting up a VBP system (Downloaded from the AMA Ed Hub on October 12, 2020). These include: Identify your patient population and opportunity – for transportation this is typically low income, older adults, people with disabilities, Medicaid, Medicare. Design the Care Model – Do you provide newer cars for added comfort notify members when rides are scheduled and when vehicles are arriving?
PWW Client Connect™ is an opportunity for new and existing clients of Page, Wolfberg & Wirth to get PWW’s most popular services at a fixed monthly fee. Flat rate legal services for the medical transportation industry including: • Unlimited Phone and Email Consults • Three Agreement/Contract with PWW Attorneys and Consultants Reviews Per Year • Unlimited Legal Correspondence on • Annual Claims Snapshot General Business & Compliance Issues Review For more information, or to sign up, go to www.pwwemslaw.com/Client_Connect or email us at ClientConnect@pwwemslaw.com or call us at 1-877-EMS-Law1 Restrictions apply. In-depth legal issues such as litigation, disputes, and large research projects are not covered by PWW Client Connect™ and require additional fees. Detailed terms and conditions will be provided to participants.
Partner for Success – do you work with dialysis clinics, hospitals, medical offices, and others to ensure smooth services? Drive Appropriate Utilization – How to monitor and encourage more usage for preventative care services by tracking trip types and discussing the findings with funders, medical offices, and more. Quantify Impact and Continuously Improve – this includes tracking complaints,monitoring on-time performance, ensuring safety training of drivers and support staff, but also managing credentials and reviewing background checks. By combining these steps with the above categories, one can see how to drive value-based payments into medical transportation. Pros and Cons of Value Based Payment Systems Every payment system has its advantages and disadvantages. Currently, in the NEMT industry, payments for service are typically fee-for-service based on what the transportation provider charges to the brokerage, health plan, or individual. There are benefits to the broker, MCO, or individual in the ability to plan and monitor costs of the transportation service. In a VBP system, the provider may be paid a flat rate focused on banded mileage for a trip's origin to the destination. These rates could be established by area and developed from average rates on the fee-for-service model. The goal here is to spend less money to obtain equal or better service. Costs and risks can be minimized, and members experience a higher degree of satisfaction with their rides.3 Incentives developed from the previously identified metrics could be established, calculated, and offered to transportation providers on a quarterly, semi-annual, or annual basis. Moving to a VBP model also raises monetary concerns. If trips are paid a flat rate, then some providers who have higher wages and benefit scales may not be able to remain in business. Likewise, the idea of holding a provider to a rate during an unforeseen event could lead to a lack of available capacity in an area. Tying the trip reimbursement to factors other than direct costs could result in some providers determining they cannot participate, culminating in this lack of capacity. This could cause members to miss important medical appointments.4 Conclusion It is unlikely that the NEMT industry will evolve into a value based payment model anytime soon. It does deserve a review, however, as transportation continues to be folded into more holistic medical practices. As an important component in ensuring members have good healthcare outcomes, measuring quality and providing incentives to well-operated transportation providers could be a key to industry growth.
Value Based Payments ... continued
When you operate a NEMT company, you can expect passenger complaints. Generally, passengers will not be in a good mood when it is over 100 degrees outside, and you are running late. While it’s best to work hard to avoid issues, managing complaints once they happen is part of the job. In this business, we all understand that timely service can make a huge difference in passenger satisfaction and retaining loyal customers. Yet, mistakes happen, and complaints are inevitable. This is true regardless of how long you have been in business. It is noted that 13% of dissatisfied customers will complain about their experience to 15 or more people. As a result, it is critical to address service issues right away. While there are some passengers who will demand more than you can offer, many issues can be resolved quickly. Every complaint is different but the steps for dealing with them should be the same. As well as having a formal, written complaint policy, it's also good to have a procedure to show staff and passengers the steps that you take when dealing with complaints. A uniform complaint handling procedure ensures issues are dealt with the same way every time. Simple tips for handling customer complaints consistently: Listen to the issue. Accept ownership of the problem. Apologize. Do not blame others. Thank the passenger for bringing the problem to your attention. Be understanding. Remember, the person is complaining about your business, not about you personally. Where possible, let them know that you will take responsibility for resolving the problem. Create a complaint resolution database. Detail the complaint so that you and other staff know exactly what the problem is. Have one place to record complaints and the actions taken to resolve them. Complaints about a process might indicate that changes need to be made. Staff can also see what was done to resolve complaints in the past. Make sure you have all the facts. Check that you understand the details while the person is making the complaint and ask questions if necessary. This will also let them know that you are taking their complaint seriously. Discuss options for fixing the problem. A sincere apology costs nothing and providing a discount on future service to make up for the inconvenience is a simple way to resolve an issue. Keep your promises. Do not promise things that you cannot deliver. In handling complaints, it is better to under-promise and over-deliver. Be quick. If complaints take several days to resolve or are forgotten, they will assuredly escalate. Follow up. Record contact details and follow up to see if they were happy with how their complaint was handled. Let them know what you are doing to avoid the problem in the future. Reward your staff. Encourage and reward your staff for dealing with unhappy passengers and handling their complaints well. Embrace the issue and analyze the compliant A passenger complaint is a great opportunity to get an accurate snapshot of customer perception, and it tells a lot about your company’s performance. I have always embraced the thought that it is better for passengers to complain and reveal a problem than walk away and keep feedback to themselves. When a passenger has an issue, they are voicing a concern in relation to your transportation services. However, not all complaints are to be treated equally and there are several questions to ask yourself including: Has this happened before? Have the complaints been recorded? How often does the same compliant arise? Is there a pattern to this complaint in how it was received? Has the same passenger reported this previously?
By Michael Shabkie , Founder/Board Member, NEMTAC
By answering these questions, you can take the necessary steps required to prevent them from happening again. For example, if several passengers complain about a specific issue, you can use their feedback to improve your services. Or, if you are currently working on a solution, yet you still receive complaints from your passengers, you can create an email template that explains, in detail, how are you going to solve it. Summary Successfully handling customer complaints is critically important to your business. Collecting direct feedback from your passengers and using that information to improve your NEMT services is an absolute best practice. However, the way you handle a complaint is the difference between keeping a customer or losing one. It is important to note that the customer may not always be right, but they will always be the customer we want, and we need. So, the next time you receive a complaint, listen to what the customer has to say, apologize, find a solution and follow up to see if they are happy with the way you are handling it. In doing so, you are on your way to creating more loyal customers, improving your services, and delivering a better quality of customer service.
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