Establishing clear expectations for our Non-Emergency Medical Transportation (NEMT) providers is essential to ensuring high-quality service delivery to our members. Below are the key requirements and performance standards for our vendors.
1. Onboarding and Credentialing
Application Process
Prospective providers must complete our vendor application form. Upon submission, a representative will initiate the onboarding process.
Documentation Requirements
Providers are required to submit comprehensive information about their company, vehicles, and drivers, including:
- Company: Proof of valid business licenses and insurance certificates.
- Vehicles: Current vehicle registrations and insurance documents.
- Drivers:
- Valid driver's license
- Social Security card
- National background check
- National sex offender registry check
- Motor vehicle report
- Pre-hire drug screening
- First aid, CPR, or AED training
- Defensive driving training
- Wheelchair securement training (if applicable)
2. Insurance Requirements
Providers must maintain the following insurance coverage:
- Commercial General Liability (CGL): Minimum of $1 million per occurrence and $2 million aggregate.
- Auto Liability Insurance: Minimum of $500,000 per incident.
Note: In some cases, state requirements may be accepted; please inquire for more information.
3. Performance Metrics
To maintain active status in our network, providers must consistently meet the following performance standards:
- Ride Response Rate: 100%
- On-Time Performance: 95%
- Complaint Rate: Less than 1%
- Provider No-Show Rate: Less than 0.1%
These metrics ensure timely and reliable transportation services for our members.
4. Communication and Reporting
- Ride Confirmations: Providers should confirm rides that can be realistically fulfilled by 2 PM local time and aim to accept at least 50% of same-day bookings.
- Timely Status Updates:
- Incident Reporting: Any accidents or incidents involving injury or property damage must be reported within one hour; all other incidents should be reported within 24 hours.
- Meetings: Providers are expected to participate in monthly and/or quarterly meetings and weekly provider meetings with their Provider Success Manager to stay aligned with expectations.
5. Billing and Payments
- Submission: Trips should be billed daily and include timestamps, driver, and vehicle information.
- Payment Schedule: Payments for completed rides will be processed within 30 days of proper submission. Proper submissions includes timely status updates and completion of tasks within CareCar Software. The completion of the task time stamps the invoice date.
6. Support and Resources
- Provider Manager: Each provider will have a dedicated Provider Manager to assist with onboarding and ensure compliance with performance expectations.
- Support Team: Our dedicated support team is available to assist with any questions or challenges you face. From onboarding to daily operations, we're here to help you succeed.
By adhering to these expectations, our NEMT providers play a crucial role in delivering safe, reliable, and efficient transportation services to our members, ensuring they have access to the care they need.