Patient Transport Support
A missed ride or confusing schedule should never delay access to care. That’s why our transport support teams act as an extension of your healthcare operations—managing every detail of non-emergency medical transportation with care, speed, and accuracy.
Whether it's a last-minute reschedule or helping a patient navigate transportation benefits, we make the journey to better health smoother and more reliable.
Performance that drives access
- Average handle time (AHT) reduced to 6:24 in the US and 6:42 in Puerto Rico, moving closer to the 6:00-minute target.
- Quality scores remain strong at ~85–90%, with continuous improvement plans in motion.
- Hold times consistently under 1 minute, ensuring patients aren’t left waiting.
- Schedule adherence is improving across regions, with Guam reaching 83% and the US/TX region up to 88%.
- Attrition rates held at 2% or less, ensuring stable and experienced support teams.
- Delivered hours exceeded expectations in multiple areas, including 6,296 hours in US/TX vs. 6,160 expected.
- Trip booking and scheduling
- Ride confirmation, updates, and rescheduling
- Missed ride recovery and cancellation management
- Credentialing and rider profile assistance
Use cases in action
- Rescheduling rides for dialysis patients within minutes, preventing missed treatments.
- Recovering missed rides in real time—our teams contact drivers, confirm new arrivals, and update patients without delay.
- Managing transportation benefit eligibility so patients understand coverage without confusion.
