Non-Emergency Medical Transportation (NEMT)
The best healthcare services in the world can’t help you if you have no way to get there. Nearly four million Americans miss or delay medical care each year because they lack transportation. While non-emergency medical transportation (NEMT) and non-emergency transportation (NET) services account for under 1% of healthcare spending, consistent transportation access to healthcare vastly enhances health outcomes and leads to dramatic cost savings.
MTM Health—one of the nation’s largest and most experienced transportation brokers—thinks outside the box to provide customized solutions catered to our clients’ unique needs. With nearly 30 years of experience in the NEMT industry, MTM Health can help you take on your biggest challenges. MTM Health manages every aspect of the transportation programs we operate, leveraging technology and automation to better manage transportation benefits for Medicaid and Medicare programs, state and county governments, and Managed Care Organizations (MCOs).
What is NEMT?
Transportation is inexpensive compared to the high and rapidly growing cost of healthcare, making it more cost-effective to transport a member to preventative care rather than waiting for a serious health condition to arise. Studies prove that increasing transportation access to medical services results in such significant savings that it justifies increased transportation spending. By offering the medical transportation service to the elderly, individuals with disabilities, and other transportation broker disadvantaged populations, health plans, and state agencies:
- Remove transportation barriers
- Prevent missed medical appointments
- Decrease the impact of chronic disease
- Reduce the costs of inpatient medical treatment to Medicaid recipients
- Save substantial healthcare funding for Medicaid beneficiaries
The MTM Health Advantage
As an industry leader for more than two decades, MTM Health has an impressive track record of working with our clients to manage NEMT. Established in 1995 for the sole purpose of coordinating disparate NEMT services, we were a pioneer in the industry and serve as a true partner in quality transportation. With reduced funding and a rising demand for transportation, MTM Health helps clients do more with less, lowering NEMT costs by up to 25% for previously unmanaged programs.
Fueled by our 2022 acquisition of Veyo, MTM Health uses data and technology to cut NEMT program costs and improve health outcomes for your members. We’re more than just a NEMT broker. We’re part of the continuum of care, collecting meaningful data that will help you make the most out of your investment in NEMT. After all, reliable and punctual transportation leads to fewer missed appointments, better outcomes, healthier members, and ultimately improved HEDIS, STAR, and CAHPS ratings. That’s why we put real-time trip tracking and simple booking tools at members’ fingertips
Flexible Fleets
Managing the complex and dynamic needs of a transportation network can be daunting. MTM Health has rural and urban networks in more than half of the United States and has the experience to quickly and efficiently build networks in new locations—including networks of independently contracted VeyoRide drivers, a model that augments traditional networks of commercial transportation providers with highly qualified and NEMT-specialized rideshare drivers. VeyoRide fleets allow us to serve eligible members in all regions, with a focus on reliability, efficiency, and cost-effectiveness.
We hold transportation providers–including VeyoRide drivers–to high standards for customer service and safety, allowing you to rest assured that your members are in good hands. Drivers meet strict healthcare standards and participate in ADA education; CPR certification; and HIPAA, sensitivity, and medical needs training. They also undergo drug testing and multi-level background checks to ensure safety and the highest level of service quality.
Industry-Changing Technology
Technology is the heart of MTM’s operations, enabling automation, protocol adherence, error reduction, and instant access to data. From MTM Link–our proprietary scheduling platform–to our call mining platform, to stakeholder apps, portals, and IVA systems, we support our vision of zero missed trips. Through MTM Link, we give our stakeholders real-time visibility and transparency into NEMT performance, as well as access to trip scheduling.
Cloud-based, peer-to-peer dispatching, combined with GPS tracking, enables us to dramatically improve on-time performance and service visibility. But what does all that really mean? Our system automatically detects and adjusts for issues like traffic or vehicle breakdowns without disrupting service. We also leverage a proprietary algorithm to predict what demand will look like throughout the day based on historical and future trip data, utilization patterns, and projected pick-up times and delays.
Real-Time Data and Insights
User-friendly, intuitive dashboards give total visibility into trip activity, including scheduling, routes, member communication, payment, and driver feedback. Plus, GPS tracking allows us to know exactly where each vehicle is and what route they’ve taken.
Whether you want to know exactly where a member was dropped off, or how effective pre-trip reminders are, we’ve got the data to do it. In addition to trip activity, we also offer insights into costs, service levels, driver documents and credentials, utilization rates, and member trends, offering unparalleled transparency into your transportation benefit.
#1 in Customer Service
While MTM Health may have evolved our NEMT approach to offer self-service functionality to members, our focus on traditional customer service is unwavering. With more than 600 trained customer service agents located across 21 states, MTM Health handles in excess of 13.5 million calls annually while maintaining industry-leading customer satisfaction rates exceeding 95%.
Our customer service operations exceed National Committee for Quality Assurance (NCQA) standards for speed to answer and abandonment rates, and provide multilingual services to ensure members reach a friendly, helpful representative 24 hours a day, 7 days a week, 365 days a year.
The NEMT Industry’s Only Healthcare-Credentialed Network of Rideshare Drivers
NEMT plays a crucial role for millions of Americans who rely on consistent and affordable transportation to access healthcare. In the NEMT sector, particularly at a time when on-demand services have become the norm, efficiency, reliability, and adaptability are essential. Balancing these demands with stringent healthcare compliance can be a daunting task, which is where MTM’s VeyoRide model excels.
VeyoRide has transformed the NEMT industry as the only rideshare fleet with healthcare credentials. Through this model, MTM Health has become more agile and responsive to the changing needs of our clients and their Medicaid and Medicare members. Independent VeyoRide drivers work alongside our traditional transportation providers, creating the most responsive and dependable system in NEMT today, with all activities monitored in real-time.
VeyoRide is not just another rideshare service. It’s a strategic asset that enables MTM Health to deliver high quality transportation while adding flexibility to our operational model. Here’s what distinguishes VeyoRide from other NEMT brokers and rideshare services:
Healthcare-Credentialed Drivers
Scalability and Reliability
Real-Time Flexibility
A Unified Network of VeyoRide Drivers and Transportation Providers
Empowering Local Entrepreneurs through VeyoRide
Our model is about more than just top-notch transportation—it’s about empowering local community members to build their businesses. By joining the VeyoRide network as independent contractors, individuals in the communities we serve have the chance to contribute to their neighbors’ well-being while running their own transportation enterprises.
How Does VeyoRide Compare?
| Consumer Rideshare Companies |   | Traditional NEMT Brokers | |
|---|---|---|---|
| Rideshare Technology / IDPs | X | X | |
| Stringent Credentialing Process | X | X | |
| Real-Time, GPS-Enabled App | X | X | |
| Member Management | X | X | |
| Support For All Ages, Modes, and Regions | X | X | |
| Door-to-Door Service | X | X | |
| Real-Time Coordination of Supply | X | X | |
| GPS-Enabled Trip Tracking | X | X | |
| Real-Time End-to-End Trip Management | X | ||
| Virtual Fleets | X | ||
| Predictive Analytics and Supply Matching | X | X | |
| A Single Platform to Manage Member, Trip, and Provider Data | X | ||
| End-to-End Fraud, Waste, and Abuse Monitoring | X | ||
| Full Transparency | X | ||
| Member App | X |
