Although they are not really acknowledged or recognized as important stakeholders of the health care delivery system, non-emergent medical transportation (NEMT) brokers and providers are, for some patients, a lifeline to accessing medical care, just as important to the healthcare continuum as health plans, managed care organizations and medical providers.
Fundamental change is happening to elevate the industry using best practices and emerging technology. High quality NEMT management includes the use of brokers and transportation providers who adhere to state and local regulations, quality standards and seamless integration. In collaboration, they are now focusing on four areas that were previously overlooked, understaffed or less efficient than today’s new models that get the patient to the medical appointment on time.
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In addition, today’s NEMT management organizations (brokers) ensure that health plans have qualified transportation providers to serve as an extension of brand, patient experience and the values of health plans nationwide.
Brand conscious non-emergent transportation management brokers, which realize their service is reflective of the health plan or medical organization they represent, have recently embarked on transformational improvements in technology, bridging the gap between health plans and transportation providers, through qualifying providers, location tracking, omni-channel reservation efficiency, billing, grievance management and resolution. This single-point solution drives optimization for health plans creating better patient outcomes that are favored by both parties.
Across the U.S., hundreds of thousands of patients a day rely on the NEMT industry. Non-emergent medical transportation providers are the last leg in driving equitable health care access and outcomes, particularly for patients with chronic health conditions, disabilities, or for those who don’t have access to transportation or are limited in mobility.
Highly sophisticated brokers and their transportation provider networks have invested in four improvements that have reshaped the industry:
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- Technological advancements – Innovations like integrated digital platforms are revolutionizing appointment scheduling and real-time tracking that is essential for appointment verification that mitigates fraud, waste and abuse (FWA). Data analytics is optimizing experience by reducing wait times and improving resource allocation. As technology continues to modernize the industry, a more seamless experience is afforded to patients and healthcare providers.
- Reliability and timeliness – The NEMT industry knows that providing reliable on-time service is key to patients’ well-being and health plans’ profitability. Technology Investments are already improving scheduling, real-time tracking and are remaking communication channels.
- Effective communication – Communication is the cornerstone of all transport systems, and the flow of clear and transparent communication is the key to fostering trust among providers, patients and transportation services. The NEMT industry is making solid, verifiable progress with fewer grievances and improved outcomes.
- Accessibility, accommodation and training – It’s imperative that NEMT brokers and providers know their clientele and accommodate appropriately. Whether the basic consumer need is for a specialized vehicle for patients in wheelchairs or other accessibility features, an effective NEMT network will have a fleet of well-maintained diverse vehicles at its disposal.
Brokers know that it’s not just the vehicles that are necessary, but a trained, employed staff is necessary, too. A trained employed worker as compared to a contract worker can go a long way to helping ensure accessibility for a patient, will create a more inclusive patient-centric environment, and strengthen the brand.
Diligent transportation management operations (brokers) can ensure that all levels of training and necessary regulations are met and maintained during active service.
The non-emergent medical transport industry is evolving, improving and delivering better outcomes across the board. Areas of new investments, better systems and a renewed, refreshed dedication to improving the patient experience are taking shape, providing enhanced conditions for all stakeholders in the process.
Photo: Mykyta Dolmatov, Getty Images
Craig Puckett is the CEO of American Logistics, a St. George, Utah-based, national manager of non-emergent medical, transportation services to health plans and managed care organizations.
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