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Non-Emergency Medical Transportation (NEMT)
Healthcare transportation is critical to every community. As the North American leader in mobility services, First Transit improves quality of life by connecting people and communities. For more than 25 years, our dedicated NEMT division has been driven by one goal, to provide safe, reliable NEMT service for our communities. While our trips are non-emergency, we treat every passenger’s NEMT ride as urgent and important. Our services include:
- Verification of passenger and transportation provider eligibility
- Fraud, Waste and Abuse prevention
- Bi-Monthly auditing schedule
- Federal and state exclusion screening program
- Trip reservations
- Software available for transportation providers to better schedule and multi-load trips
- Utilizing accessible public transportation and other alternative modes whenever appropriate
- Simplifying the billing process
- All associated customer service functions
- Individual support for all Transportation Providers
- Translation assistance
Transportation Providers as Collaborative Partners
At First Transit, we choose the most reputable, highest rated transportation providers to ensure the well-being of our passengers and their access to care. We offer our comprehensive and rigorous training, credentialing, safety, and reporting platforms. Our trip assignment system is based on merit. For our Transportation Providers, better service leads to more opportunities to serve the community through more trip assignments.
Customer Care, Customized
Customer care should be tailored specifically to our customer's membership base. We execute the basics, flawlessly integrating eligibility files, location data, and facilities coordinates. Your membership deserves to be known as a person needing healthcare, not another number.
Our call centers are virtual (work from home) or local, depending on client preference and need. Rigorous selection, extensive training, and management support empowers our contact center representatives to do what’s needed to make the NEMT experience personal and effective.
NEMT Compliance, Fueled By Corporate Support
First Transit is proud of our corporate support team dedicated to monitoring the credentials of both NEMT personnel and contractors and recognizes how vital it is to create standardized Quality Assurance practices geared toward reaching your passengers’ healthcare demands. Our NEMT corporate support has nearly 75 years of combined NEMT and call center management experience, providing expertise in NEMT brokerage services, federal requirements related to healthcare and HIPAA compliance, IT solutions, staffing and training will bring your company successful NEMT transportation.
Our Transportation Provider Safety, Quality, and Compliance (“SQC”) Program includes an in-depth review of each Transportation Provider and its drivers, other staff, and vehicles. First Transit is dedicated to ensuring that subcontracted Transportation Providers maintain the SQC standards required and expected by our partners and their plan members.
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SUCCESS STORY: Illinois Department of Healthcare and Human Services - NETSPAP Call Center
First Transit has been in partnership with the Illinois Department of Healthcare and Human Services (HFS) in the provision of Non-Emergency Transportation Services Prior Authorization Program (NETSPAP) services since 2001. NETSPAP is a program of the HFS dedicated to help Medicaid Participants who have limited access to non-emergency transportation to and from a Medicaid covered health care services.
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Why First Transit?
With more than 60 years of call center operations, transportation operations, and management experience across North America,
we stand on our record of performance and commitment to safety and quality.
Industry Leader
First Transit provides efficient, effective and participant-focused NEMT call center services that meet the needs of each passenger we serve. We recognize that having a dedicated team of professionals is necessary to monitor and navigate the complicated and ever-changing world of NEMT services. We will provide the programs, procedures and approaches that have proven to be successful, while offering enhancements to ensure future success and access to care.
Training Program
At First Transit, customer service is in everything we do. It is ingrained in the way we interact with passengers, how we respond to their feedback, how we operate our services, how we handle our day-to-day responsibilities, and how we serve our clients. To achieve this, we train our staff to identify with customers’ needs and expectations. Furthermore, everyone in our company is empowered to do whatever it takes to exceed expectations. Everyone has an opportunity to positively impact a customer. That’s the First Transit way.
Innovative Technology
While nothing is more important than an experienced, well-trained call center workforce, the right technology tools provided through First Transit’s Innovate First Technology program can have a strong impact on customer service, performance, and efficiency. We know that the future of the transit industry relies on remaining - and keeping our customers - on the cutting edge of technology. Technology has, and will continue to, revolutionize the transportation call center industry.