Author Archive

5 Qualities of Exceptional Non-Emergency Medical Transportation Drivers

Friday, August 1st, 2014

Customers, colleagues and competitors have frequently asked me: “What qualities do you look for when recruiting NEMT drivers?” An excellent question that bears careful consideration. After all, exceptional employees are the most valuable asset of a company, right? Drivers are the front line employees of any transportation company, and they certainly are in an ideal position to create a positive or negative experience for the customer. Drivers usually provide our clients with their first and last impressions of us.

With all due consideration, I have attempted to list the 5 most important qualities that I seek when interviewing and evaluating our drivers:

1)    A desire to contribute to the successful outcome of the client’s healing process

2)    Highly customer service focused

3)    Punctual, reliable and efficient

4)    Works well independently, and as a team member

5)    Impeccable driving record and safety awareness

Other qualities that could arguably be included in any top 5 list may be:

  • Cleanliness regarding both personal and equipment. Nobody wants to enter a vehicle that is filthy or reeks of tobacco, food or coffee.
  • Computer and GPS technology literate
  • Familiarity with the local service area and destination facilities
  • The ability to recognize potential problems before they arise, and take steps to avert them

To me, Item #1 pretty much sums it all up. I am of the opinion that if a driver has a genuine desire to contribute to the client’s healing process, all other desirable qualities will develop as a result.

At All Points Assisted Transportation, we believe that we are a key contributor in the total healing process for our NEMT clients. The satisfaction that an exceptional driver receives from each successful outcome for one of our clients, more than makes up for the stress, long hours, and high demands we as set upon them as supervisors and owners.

In-House vs. Outsourced Non-emergency Medical Transportation

Monday, July 8th, 2013

As the nations economy continues to suffer, so do government and private healthcare agencies. Everyone is making cuts, trying to save money, one way or another.

One way healthcare organizations can save money, without making cuts to their employees or services, is to outsource their non-emergency medical transportation services to professional NEMT businesses that can provide these services better, faster, and cheaper.

For your consideration, here is an estimate of expenses for providing NEMT services in-house compared to outsourcing them.

In-house Transportation Expenses:

These estimates are based on self-performing transportation services for one full-size wheelchair van.

  • Cost of one full-size wheelchair van, equipped with the necessary equipment and technology: Used: $25,000-$35,000; New: $50,000+; Avg. Payment: $1,100/month
  • Annual liability insurance premiums: $7,500 (depending on market)
  • Annual salary and compensation for one driver: $30,000+ (including taxes & WC)
  • Annual salary and compensation for one transportation director or dispatcher: $40,000+
  • Driver training and certifications: $200 per driver
  • Vehicle permits, licensing, and registrations: $1,200 per vehicle
  • Driver background check: $80 per driver
  • Annual fuel costs (based on a 5 day week): $18,000
  • Annual vehicle maintenance: $2,600
  • Dispatch service and communication subscriptions: $450

Total Annual Expenses: $113,230

These cost estimates don’t include interest on loans or depreciation of equipment or facility rental.

Outsourced Transportation Costs:

  • Base fee per trip: $20
  • Cost per mile over base fee: $2.00

There is a national trend for organizations to outsource services that don’t align with their core competencies. By doing this, it saves them time and money so they can focus on their core customer services that generate revenue. Also, many companies who are primarily engaged in the NEMT services, will outsource the service to subcontractors in order to accommodate “surge demand”.