Specialized Connections for Critical Care
We understand the unique requirements and challenges of transporting patients to medical and ancillary services. Our passion is to empower passengers with the freedom to move by delivering quality transportation to critical services such as dialysis, wound care, and mental health treatment, but also provide access to non-medical services such as food pickup and delivery, social services, and religious services help to improve the lives of the individuals we serve.
Our Services
- NEMT Brokerage Services
- Transportation Provider Network Credentialing and Management
- Contact Center Solutions
- Scheduling, Dispatching, and Prior Authorization Services
- Annual Enrollment/Reenrollment and Eligibility Determination Programs
- Quality Assurance Services
Transportation is Healthcare
Healthcare transportation is critical to every community. As the North American leader in mobility services, Transdev 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:
Service
Brokerage
Transdev, as a global transportation operator and integrator of mobility, has significant expertise in trip scheduling, dispatch, training, and operations to bring consistent satisfaction to our passengers and value to our clients. We also have many years of expertise in transportation provider network management including:
The Right Stuff – The Best Vehicle for Every Trip
Creating and managing a diverse network of providers allows us to use the right vehicle type for each passenger we serve. This also helps us ensure we are good stewards of Medicaid/Medicare funding by utilizing the most appropriate transport option based on the passengers’ physical and cognitive abilities. We also engage networks of community volunteers, partnerships with public transit systems, Uber and Lyft services, taxis, paratransit vehicles, and other third-party contractors operating vehicles on behalf of our clients or independently to allow for mobility options.
Call Centers
Using our network of five national full-service call centers equipped with experienced and highly trained agents who provide superior customer service, we can efficiently handle a high volume of calls while ensuring that the caller’s needs are addressed promptly and professionally. Our experienced agents are available 24 hours a day, 7 days a week, and provide multi-lingual support. Our call centers offer several options to ensure a good customer and client experience such as:
- OmniChannel Call Management – We provide a range of channels such as voice, chat, and text which empowers callers to choose the channel they prefer.
- Interactive Voice Response (IVR) System – An advanced IVR that integrates with the system to allow for seamless call-routing and delivery of notifications.
- Real-Time Speech Analytics – Voice interactions are recorded and analyzed in real time. Powerful analytics and data visualizations, including pre-built dashboards, are also available for faster access to valuable insights.
- Quality Assurance – Monitoring and coaching features are available for interactions that are in progress. Monitoring allows for listening to in-progress and recorded interactions to drive improvement and quality.
- Reporting and Analytics – Dashboards that tie together key metrics for full visibility into performance. Realtime data analytics that provide immediate insights into current trends enabling agile responses and timely adjustments. Historical data provides valuable context and patterns which allows for strategic planning.
- Surveys – The ability to survey callers is vital to measuring satisfaction and improving service delivery.
Illinois Department of Healthcare and Human Services – NETSPAP Call Center
Transdev 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.
Over the course of our partnership, we have brought our wealth of Non-Emergency Transport (NET), Non-Emergency Medical Transport (NEMT) knowledge and call center expertise together to improve process and design systems for HFS. Additionally, Transdev’s experience as a transportation provider at hundreds of operations across the U.S. is key to our success in NEMT operations. We understand the challenges service providers face on a regular basis – and with best practices and corporate experts in transportation operations, safety and maintenance, we serve as a resource to providers.
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State of the Art Technology
Robust trip management systems allow for effective and efficient trip routing, including a custom suite of software extensions and customizations to allow for seamless integration into our existing technology to improve the customer experience and streamline reporting.
Realtime GPS provides real-time monitoring of the transportation network which ensures data integrity and transparency.
The mobile app is fully integrated with our trip management system so members can book, cancel, and change trips online as well as view the location and estimated time of arrival of their vehicles.
Self-service portals provide a simple, fast, and efficient way to book and manage trips.
Reporting provides real-time and historical data and analytics.
Rigorous compliance standards and management allow for an abundance of healthcare compliance and fraud, waste, and abuse programs with full data privacy safeguards and controls.
ADA Paratransit Eligibility Operations & Travel Training Programs
At Transdev, we appreciate that each passenger, regardless of ability or disability, is unique. Our specialty is creating a collaborative and custom-tailored approach for each client, community, and passenger.
Paratransit programs require passengers to meet specific eligibility requirements. In addition to supporting its various clients with safe, sustainable, and innovative mobility solutions, Transdev continues to leverage its extensive experience and knowledge of the ADA eligibility process and training programs. Clients can benefit from Transdev’s team of subject matter experts and their technological and innovative system, which allows for increased visibility through a more streamlined and accurate certification process.
Our numerous ADA Paratransit Eligibility Operations and Travel Training Programs across the United States empower transit authorities to rely on Transdev to help passengers find the best transportation options suited to their circumstances.
ADA Paratransit Eligibility Operations
We are proud to leverage our extensive experience and knowledge of the ADA eligibility process, coupled with our innovative technology, processes, and best practices, to deliver a streamlined and accurate certification process. Transdev efficiently manages the eligibility certification process through a wide variety of methods, including paper and online applications, telephone and in-person interviews, and in-person assessments.
Travel Training Programs
Transdev proudly manages travel training options for transit authorities to help riders successfully access bus and rail services and increase mobility options. The types of travel training offered include group orientations, classroom training, and even more intensive 1:1 training sessions.
We Make Getting There Seamless
With transportation coordination centers located from coast to coast, Transdev manages over 14 million phone calls and coordinates millions of passenger trips each year. No matter who or where you are, we make getting there seamless.
Looking to Become a Transportation Provider to Transit?
Transdev relies on a strong network of independent drivers and transportation providers as well as volunteers, local residents, facilities, and community organizations with access to working vehicles to support our Transdev Health Solutions contracts. To be considered as a transportation provider with Transdev, you can visit individual contracts by going to www.transdevhealthsolutions.com or email us directly at us.thsproviders@transdev.com.
