RWJBarnabas Health

Eddie Hernandez

NEMT is a medical transportation service that transports patients to and from doctor's visits, dialysis appointments, imaging appointments, and more.

Both managed care organizations (MCOs) and their members benefit from non-emergency medical transportation (NEMT) services. Beneficiaries receive a dependable mode of transportation to and from critical medical appointments, while MCOs gain a competitive edge in regional markets.

NEMT offerings are becoming more prevalent among private MCOs due to changes to Medicare Advantage plans. However, barebones NEMT services may be unpopular with current and prospective members. What truly differentiates organizations has NEMT solutions that exceed industry standards and add real value to beneficiaries.

NEMT solutions must be innovative and simple to improve health outcomes for beneficiaries and thus encourage them to stay on a healthcare plan. To accomplish this, cutting-edge NEMT technology is required that leverages cutting-edge digital platforms and software to enhance every aspect of the member experience. Healthcare organizations may even persuade some members of their competitors' organizations to defect and join theirs.

While non-emergency medical transportation services can benefit the members significantly, beneficiaries will become frustrated if they are cumbersome and difficult to use. This frustration may cause them to abandon NEMT offerings entirely, jeopardizing their health—and bottom line.

Health insurance plans must actively support and encourage members to take steps to improve their health in any way possible. That is far too frequently not the case.

The friction of any kind—whether it's an unreliable driver, a confusing user interface, or an unpleasant ride experience—can dissuade members from using NEMT services. When this occurs, beneficiaries may have a decreased likelihood of attending medical appointments and receiving treatment for ongoing illnesses or medical conditions. Whether it's a dialysis session or a routine checkup, technology should never be a barrier to receiving medical treatment. NEMT solutions should make it as simple as possible for members to utilize and arrive at their appointments on time. Medicare Advantage plan beneficiaries and other individuals who use non-emergency medical transportation services tend to be older. For example, 77 percent of Medicare Advantage beneficiaries are aged 65 to 84.

NEMT solutions must be intuitive and simple for members to take advantage of them. That means providing beneficiaries with various scheduling options, including phone, mobile app, and web portal.

The technology itself should be accessible, allowing even those with limited technical knowledge to use it with relative ease. Mobile apps should be intuitive and make it simple to schedule rides, receive trip updates, and provide feedback to users. Web portals should be equally easy for anyone with an internet connection to navigate. There is no reason why ride scheduling should be a source of contention between the organization and its members.