NEMT Services
Dispatch & Scheduling
It is 6:10 a.m., a wheelchair van is stuck behind a crash and three dialysis patients are waiting for pickup. Moments like this are what our dispatchers are there for. Assigned to your account, they reassign trips and update patients in real time, build tomorrow's schedule, match trips to the right vehicle, and manage the day as it actually happens, through to the last will-call return.
At a glance
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Pricing
Usually priced per dispatcher hour or as a fixed monthly fee for agreed coverage hours.
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Getting started
Expect two to three weeks to go live after access is set up, including a period of shadowing your current dispatcher.
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Coverage
Businesses across the United States
Who it's for
Built for businesses like yours
- Operators running 5 to 100 vehicles
- Owners still dispatching from their own phone between rides
- Fleets adding a second shift, a new county or a new broker contract
What you get
Included in Dispatch & Scheduling
- Next-day schedule built and checked before the shift
- Trips assigned by level of service (ambulatory, wheelchair, stretcher) and location
- Will-call returns slotted in as soon as the rider is ready
- Live monitoring of active trips during agreed hours
- Reassignments when a driver runs late or calls out
- Standing orders for dialysis and recurring appointments kept current
- On-time performance and no-show rates by driver
Tools and platforms we work with
- RouteGenie
- Tripmaster
- NEMT Cloud
- Your own dispatch system
- Google Maps
- Microsoft Teams or Slack
How it works
Everything handled properly
Next-day schedule build
Broker and standing-order trips are imported the afternoon before, checked for missing addresses, wrong level of service and pickup windows that cannot be met, then routed.
Level-of-service matching
Ambulatory, wheelchair and stretcher trips go to drivers with the right vehicle and training.
Live trip monitoring
Active trips are watched on GPS so late pickups are caught early.
Will-call returns
When a clinic calls a patient ready, the return leg goes to the nearest suitable driver and the facility gets an ETA.
Standing orders
Recurring dialysis, wound care and therapy trips stay in sync when chair times move or a holiday shifts the schedule.
No-shows and cancel-at-door
Logged with timestamps, driver notes and any proof your broker requires.
Driver communication
Route changes, gate codes and pickup notes sent before the driver needs them.
On-time reporting
A daily summary of completed, late, canceled and no-show trips.
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.
Whichever you already run. During the shadowing period, dispatchers assigned to your account learn your setup, trip types and naming conventions before they take a live shift.
Coverage can be arranged around your operating hours, including early dialysis starts, evenings and weekends. The shift pattern is agreed before go-live.
We follow the escalation rules agreed with you: reassign trips, contact standby drivers, return trips to the broker early if they cannot be covered, and tell facilities about any changes.
We agree a cut-off with you in advance. Late will-calls are assigned to drivers still on shift, and anything that cannot be covered goes to your on-call manager before the facility is left waiting.
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 ServicesCall Handling
Professional answering for patients, facilities, drivers and brokers, so every ride request, change and question is handled.
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 Dispatch & Scheduling.
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