NEMT Software

NEMT Software:Choosing the Right Software Platform

HOW-TO GUIDE

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Why NEMT Software?

Before you start fielding quotes from NEMT software vendors, consider what you truly want and need in terms of software solutions. Making an informed decision now will greatly mitigate future risk in terms of software updates, maintenance and relationships with your funders, brokers, providers and clients.

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What NEMT Software Can Do For Your Business

Increased ProductivityQuickly discover the most optimal routes for pickups, return trips, multi-leg and group trips for both your internal and contracted service providers. Flexible algorithms will save money on gas and time, but also ensure that schedulers and dispatchers can offer on time performance that meets or exceed their contracts. All of which allows you to schedule more rides in less time with fewer resources. Client/Trip data import and export modules reduce data entry errors, strengthen connections between providers and brokers, and speed up the trip booking process.

Improve Client SatisfactionHuman errors can cost thousands of dollars a year. Software manages all of your information in one central location for quick and easy access. With a NEMT software mobile solution, drivers have in-vehicle access to client and trip information. Signature capture options provide an easy way to verify transports for reporting to funders. Providing accurate information to drivers and having quick access to client, trip and driver information is paramount to ensure client satisfaction.

Insight into Operational EfficienciesHaving better access to trip data and the ability to track trip productivity, funding, and cancellations/no-shows can highlight areas of inefficiency. The ability to separate districts into specific service zones provides managers, schedulers and dispatchers with accurate tracking and vehicle monitoring capability: discover speed and safety issues, schedule adherence and even the duration of a vehicle’s down time.

Reliable Reporting CapabilitiesEasily generate reports to show proof of: client eligibility status, on time performance, on-board times, wait times, history of complaints, revenue miles, and billing and reimbursement status. Custom reports can be easily created to credibly support your operation during a Medicaid audit to show proof of the quality of your service.

Improved On-time PerformanceSystem will always calculate trips with adequate arrival time windows to ensure all medical appointments are met. Riders get assured trip time estimates and will have peace of mind knowing they will make an appointment. Return trips may be calculated at booking time and built into the schedule.

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5 WE SAW A REDUCTION IN SCHEDULERS BY

ALMOST 50% OVER OUR OLD SYSTEM.

[SOURCE: TEXAS BROKER]

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Improved Vehicle UtilizationOptimized scheduling ensures the most appropriate vehicle type is assigned to meet the rider’s needs and shared ride options are highlighted to increase revenue miles by improving vehicle capacity. Avoid the waste of time and resources that can occur if two vehicles show up to the same pickup location. The system picks the most appropriate and (generally) the closest vehicle to a pickup.

Improve Credibility with BrokersBrokers are looking for the most reliable and cost-efficient providers. They are also judging quality of service, on-time performance guarantees, driver and vehicle compliance, and transport times. Having a close and transparent broker relationship ensures that you become a trusted transportation partner. Software with claims management functionality gives brokers accurate calculations for reimbursements and submissions, and all information can be tracked for medical and customer contract audits.

Increase to Your Bottom LineWhen all your resources are being used to their optimal usage levels, you can save on operational costs. Operational efficiencies affect every level of a business and the service it provides. This can mean improved trip scheduling efficiency, timely reimbursements, as well as client satisfaction.

Enable HIPAA ComplianceIt is critical that providers ensure that their software and data handling procedures comply with HIPAA standards. Be aware that you will need to provide proof that your operation complies with security and privacy legislation.

BY 2030, “THE POPULATION AGED 65

AND OVER IS EXPECTED TO GROW BY 75

PERCENT…”

[SOURCE: ADMINISTRATION ON AGING]

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Intuitive SchedulingBuilding efficient and cost-effective schedules for internal fleets and creating accurate trip assignments for contracted providers are extremely important to a NEMT operation. Intuitive scheduling algorithms and live dispatch are necessary components needed to optimize routes and make changes on the day of service. Remember: Not all solutions can offer “same day” schedule changes. Self-healing capabilities allow the system to re-optimize routes throughout actual day of service.

Trip and Data Import FeaturesImporting broker trips can be tedious when done manually. Errors can also infiltrate the process, creating major problems later on. Your software should allow you to simply copy and paste an Excel spreadsheet in order to import trip information. It should also allow you to import and upload files directly into your database. Not only does this save a considerable amount of time, it also reduces data entry errors and strengthens the relationship with your trip broker.

Client ManagementManaging members can be a time-consuming task when done manually. The Client Management feature helps speed up the process by allowing schedulers to register clients, edit information and search records easily. The software should maintain and be searchable for rider details: personal data, disability type, mobility aids, passenger type, emergency contact information, and more.

Mobile SolutionsIn-vehicle mobile computing technology allows better communication of trip data, client information and on-time performance status between drivers and dispatch. With signature capture functions, trips and clients are tracked up to the moment. This can help to assuage a broker’s safety concerns for members with health vulnerabilities.

Core Features of NEMT SoftwareThere are certain features that every NEMT software suite should contain. It is essential to match the needs of your organization with your software system’s capabilities. Here is a list to keep in mind as you evaluate solutions.

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Detailed MappingVisualizing where clients are picked up and dropped off is vital to providing excellent customer service. Mapping updates should be live and at no additional cost. Updates should be as seamless as possible and not create any system downtime.

ReportingGenerating accurate reports on demand is crucial to running an efficient NEMT operation for not only internal analysis, but also for Medicaid audits and upon broker request. NEMT software can extract meaningful statistics quickly and easily in a variety of formats using a standard suite of reports.

Employing ZonesGreater efficiency can depend upon available data. This is especially true when it comes to vehicles on the road. Improve tracking and monitoring of each vehicle and trip by establishing separate districts. Determine if drivers are adhering to schedules by monitoring speeds in specific zones, break times, etc.

Funding and Fare TrackingSoftware should allow for multiple funding sources and the ability to report separately and cumulatively for each. Many operations also need to track trip costs. Flat, distance cumulative or distance non-cumulative fare rates may be important to track and apply, as well.

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NO SHOWS ARE LOST REVENUE: “MEDICAID

REGULATIONS REQUIRE PAYMENT ONLY

FOR SERVICES OR TRIPS COMPLETED”

[Source: TLPA]


How to Explain NEMT Software to Your CompanyChoosing a NEMT software system isn’t easy and implementing a new system is not a minor decision. Making the case for the purchase of software solutions will depend upon the unique demands and future plans of your company. Know what you need before you proceed to the procurement stage. If you can address the specific areas of concern that your company is facing, you will be able to select a solution that befits your company’s needs.

Anticipate Stakeholder Questions

• Will there be additional resources needed?

• What are the contract terms?

• What is the implementation timeline?

• Will staff training be provided?

• What is the expected return on investment?

• Will there be on-going costs?

• Where will the data be hosted?

• Are there start-up fees?

Questions for Vendors

• Is your solution scalable to grow with us?

• Can it handle the number of trips per day we do?

• Is it configurable to meet our changing needs?

• Can your software help select optimal routes?

• Can it generate custom reports?

• Can it make adjustments on “day of service?”

• Can you offer free updates?


Customer ExperienceWhat should you expect from your vendor in terms of customer service, IT support and total customer experience? When you purchase a total “solution” from a vendor, they may not be selling their own products exclusively. This can lead to hassles down the road when you require technical support or when it comes time to update the system software. If a vendor is selling 3rd party products, you may find yourself dealing with multiple customer support centers and facing a slowdown (and possibly even a full service shutdown) during a software update. This can greatly hinder your ability to continue to offer uninterrupted service to your clients and members. As well, this can put undue pressure on your Transportation department, who may be left scrambling without a decent support system in place.

Over the course of time, you may also require information and help with regards to increasing your service and keeping your staff training up-to-date.

This is why customer experience should be a significant offering from your NEMT software vendor and therefore, should be a significant area to ask about.

TripSpark Technologies provides a software solution suite that brings together the functionality you require to schedule, dispatch, report, bill and manage your entire operation.


How to Choose the Right Solution for Your CompanyBelow is an important checklist to consider while reviewing transportation software:

Companycheck-circle Software designed for your operation size

check-circle Proven software solution

check-circle A cloud-hosted is better than web-based solution or on premise

check-circle Flexible payment options

check-circle Scalable option for future growth

Featurescheck-circle Quickly book trips from pick up to drop off

check-circle Automatic client look-up feature

check-circle Trip/data import functions

check-circle Calculates distances & displays trip flow on a digital map

check-circle Create templates for repeat trips allowing for quick routing

check-circle Assign runs based on drivers and vehicles

check-circle Search for client records within seconds

check-circle Edit client records

check-circle Ability to create separate polygons

check-circle In-vehicle mobile technology

check-circle Signature capture technology

check-circle Ability to track funding sources

check-circle Track client information: name, address, contact details, gender, birth date, disability, mobility aids, space type, passenger type

check-circle Register new clients quickly by capturing information listed above

check-circle Generate detailed billing reports with each client’s claim amounts and counts

check-circle HIPAA transactions are fully supported

check-circle Information required for audits is automatically captured

check-circle Supports private payments by connecting with your accounts payable system

check-circle Automatic trip validation

Reportingcheck-circle Trip reports: canceled, missed and no shows,

trip count, call back list

check-circle Productivity reports: trip hour productivity, trip distance productivity

check-circle Operational reports: daily operations, manifests

check-circle Options to create your own reports

check-circle Ability to export reports in multiple formats: PDF, Excel, Word, RTF, HTML or CSV


Mappingcheck-circle Ability to view scheduled routes

check-circle Ability to view street names and postal codes/zip codes

check-circle Ability to view clients’ pick up and drop off locations

check-circle Customer Experience

check-circle Direct access to unlimited 24/7 support

check-circle Ability to contact support via web and phone

check-circle On-going training and advice

check-circle Monthly “Lunch and Learns”

check-circle Log/track service requests through MyTripSpark

check-circle Online TripSpark community for product tips and tricks

check-circle Tip of the Month Program to stay current on your product

check-circle License-free updates and product upgrades for life

Documents

NEMT Software