NEMT Services
Call Handling
For operators whose phones ring more than the office can answer: patients confirming pickups, dialysis centers asking where the van is, drivers needing an address. Agents answer in your company's name, book and confirm rides, handle cancellations and log every call in your system.
At a glance
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Pricing
Priced per agent hour, or as overflow and after-hours packages.
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Getting started
Call coverage can usually start within one to two weeks, once scripts and call forwarding are agreed.
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Coverage
Businesses across the United States
Who it's for
Built for businesses like yours
- Operators missing calls during morning pickup and afternoon return windows
- Companies without after-hours phone coverage
- Owners who want to stop answering calls while driving
- Fleets taking calls from dialysis centers, clinics and hospital discharge planners
- Operators getting a growing share of private-pay ride requests
What you get
Included in Call Handling
- Calls answered in your company name, using a script you approve
- Ride requests captured with member ID, pickup address, appointment time and mobility needs
- Reminder calls or texts the day before pickup
- Arrival and return updates for clinics and facilities
- Complaints logged and escalated the same day, with call notes in a daily summary
Tools and platforms we work with
- Your phone system or ours
- RingCentral
- Dialpad
- Your dispatch software
- Shared inbox
How it works
Everything handled properly
Answered in your company's name
Your greeting, your scripts, your transfer rules.
Ride booking
Private-pay and facility requests captured with pickup window, appointment time, level of service and any escort, then scheduled.
Day-before confirmations
Patients are called or texted to confirm pickup times, which helps reduce no-shows and wasted miles.
Facility updates
Dialysis centers, hospitals and clinics get an ETA instead of a voicemail.
Complaints logged and escalated
Late-pickup and driver complaints are documented and sent to you the same day, so you can respond before a broker grievance is filed.
A day on the desk
From the first pickup to the last drop-off.
This is how a typical day is covered for a US operator. Hours and tasks are always agreed with you.
- Day before Tomorrow's schedule built Broker trips imported and checked, standing orders confirmed and drivers assigned.
- Early morning First dialysis pickups Drivers confirmed on the road and late starts caught before they become missed trips.
- Midday Will-call returns and changes Clinics call for returns, trips are reassigned and patients receive updates.
- Afternoon Broker statuses and new trips Portal statuses updated and new trips accepted for the days ahead.
- End of day Last drop-off and daily report Completed, late and canceled trips summarized in your inbox.
The details that matter before you start
No new software to buy and no long contract. We work inside the tools you already use.
- Coverage
- Early morning ET to late evening PT, weekends available
- Software
- Your dispatch platform and broker portals
- Patient data
- Business Associate Agreement and HIPAA training for every agent
- Pricing
- Per agent hour, per trip or a fixed monthly fee
- Most operators start with
- Dispatch and call handling
Coverage built around your shifts
Coverage can be arranged from the first dialysis pickup on the East Coast to the last will-call return on the West Coast.
HIPAA safeguards from day one
We sign a Business Associate Agreement before we see any trip data. Agents assigned to your account complete HIPAA training before go-live and get individual logins with minimum-necessary access.
Your software, your portals
RouteGenie, Tripmaster, NEMT Cloud or a broker's own portal. We log in to the tools you already pay for.
Records that hold up in an audit
Trip logs, signatures and status timestamps are kept the way brokers and state reviewers expect to see them.
Room for another broker contract
Take on more trips without adding desks, payroll or weeks of dispatcher training.
How we start
From first call to running smoothly
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01
Discovery call
We learn your fleet size, levels of service, service area, brokers, software and where your office is stretched thin.
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02
BAA and access
We sign a BAA, set up individual logins to your portals and dispatch software, and agree escalation rules and on-call contacts.
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03
Shadowing and go-live
Agents shadow your dispatchers first, then take over shift by shift so no trips drop during the handover.
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04
Daily operations and reporting
We run the desk every day and report on trips, calls, on-time performance, no-shows and claims.
Callers hear your company name and your scripts. Agents assigned to your account use your terms for trip types and facilities, so the call sounds like your own office.
Yes. We can take all calls, after-hours calls only, or overflow when your in-house team is busy.
Within the permissions you set. Routine questions such as trip status, address corrections and reassignment requests are handled directly. Anything involving a dispute, a grievance or contract terms comes to you.
No. We work inside your existing dispatch software and broker portals. If you do not have dispatch software yet, we can walk you through the options before you commit.
We sign a Business Associate Agreement before any access is granted. Agents assigned to your account complete HIPAA training before go-live, use individual logins with minimum-necessary access, and never store patient data on personal devices.
More NEMT services
All NEMT ServicesDispatch & Scheduling
Trip scheduling, driver assignment and live dispatch for NEMT fleets, handled by dispatchers working inside your software.
Learn moreBroker Trip Management
We monitor your broker portals, accept the right trips, keep statuses current and protect your broker performance scores.
Learn moreBilling & Claims
Clean trip billing, claim submission and follow-up on denials so NEMT operators get paid in full, faster.
Learn moreCredentialing
Broker enrollment, document management and renewal tracking so your NEMT company stays approved and ready for trips.
Learn moreNEMT Marketing
Websites, Google visibility and facility outreach that help NEMT companies win direct trips and depend less on brokers.
Learn moreStart a conversation
Get a quote for Call Handling.
We reply within one business day with next steps and a clear written quote.