In the vast, rural expanses of Oregon, Greater Oregon Behavioral Health Inc. (GOBHI) faced a daunting challenge: providing efficient Non-Emergency Medical Transportation (NEMT) services across 12 rural and frontier counties. Their journey from struggle to success offers valuable insights for NEMT providers and brokers serving rural communities, specifically the positive impact on operations when introducing the right software solution and a dedicated team of experts.
The Rural NEMT Dilemma
GOBHI’s initial situation was dire. With average hold times of 73 minutes and only 1% of calls being answered, they failed to meet the Oregon Health Authority (OHA) Broker requirements. This scenario is all too common in rural areas, where distance, sparse population, and limited resources create unique obstacles for NEMT providers.
At Momentm, we continue to work with organizations like GOBHI to combat the difficulties of servicing rural areas. With participants and staff at the forefront, we pride ourselves in accommodating diverse needs and providing equal access to NEMT regardless of geographical location. GOBHI’s transformation kickstarted with implementing NovusMED, our comprehensive NEMT software suite. This decision proved pivotal in addressing several key challenges:
1. Streamlining Call Intake
One of the most significant improvements was in call handling. NovusMED’s user-friendly interface allowed GOBHI staff to enter trips intuitively, dramatically reducing workload and simplifying the call intake process. This efficiency boost was crucial in rural areas where staff often wear multiple hats and must manage diverse responsibilities.
2. Enhancing Provider Relationships
Maintaining strong relationships with a limited pool of providers is essential in rural settings. NovusMED’s TripBroker feature enabled GOBHI to exchange trip-related information with providers efficiently, manage credentialing, and facilitate the exchange of performance data and billing. This improved collaboration is vital in ensuring reliable service across vast rural territories.
3. Leveraging Data for Compliance and Improvement
Rural NEMT providers often struggle with data collection and reporting. NovusMED’s data access features gave GOBHI direct access to their operational data, enhancing accuracy, improving timeliness, and simplifying compliance with payor reporting requirements. The SQL function was invaluable for generating reports, allowing GOBHI to make data-driven decisions and demonstrate compliance with state regulations.
4. Improving Member Experience
Keeping members informed is crucial in rural areas, where trips can be long and resources scarce. NovusMED’s Notifications feature provided members with up-to-the-minute updates on their trip details, enhancing the overall service experience.
Lessons Learned
GOBHI’s experience offers several key takeaways for rural NEMT providers:
- Invest in user-friendly technology: NovusMED’s ease of use was crucial in GOBHI’s rapid improvement, with significant gains seen within the first two weeks of implementation.
- Prioritize provider relationships: Tools that facilitate smooth communication and data exchange with providers are essential in rural settings where provider options may be limited.
- Embrace data-driven operations: Access to accurate, timely data is crucial for compliance, efficiency, and continuous improvement.
- Focus on member communication: Keeping members informed in rural areas where trips may be longer and more complex can significantly enhance satisfaction and reduce anxiety.
- Seek adaptable solutions: Rural NEMT operations often require flexibility. Choose software that can be tailored to your specific needs and challenges.
The Road Ahead
GOBHI’s transformation demonstrates that rural NEMT providers can overcome significant challenges and provide high-quality service with the right tools and approach. As Amanda Archer, Interim NEMT Supervisor at GOBHI, notes,
“NovusMED is a user-friendly software which allows our staff to simplify workflow while accurately allowing us to provide excellent customer service in a timely manner.”
For rural NEMT providers struggling with similar challenges, GOBHI’s journey offers hope and a roadmap for improvement. By leveraging technology that addresses the unique needs of rural transportation, providers and brokers can enhance their operations, meet regulatory requirements, and, most importantly, ensure that rural residents have reliable access to the medical care they need.
See the Software First-Hand
Ready to take your NEMT operations to the next level? Request a demo of NovusMED today and discover how our software can streamline workflows, improve compliance, and elevate member experience no matter where your service area is located.
