Jennifer is a lucky mom of a rambunctious 8-year-old boy. Keeping up with him and her 7-month-old puppy keeps her busy and young at heart. She is a huge college basketball fan and enjoys nearly every sport. As an avid reader, Jennifer enjoys some peace and quiet when she can achieve it. With a master’s degree in computer information systems, she’s in a job role she loves and couldn’t imagine doing anything else with any other company!
1. What do you do at Momentm?
I am the Manager, Customer Services for Momentm. My day-to-day job is to ensure our clients are receiving top-notch support for their Momentm NovusMED solutions. On any given day, I’m handling incoming calls, working on escalated items, teaming up with a customer to address any pain points they are having, or working internally with our amazing TripSpark team to continually improve our products. My job provides me the opportunity to work alongside our incredible clients in all facets of the business.
2. What do you like about working at Momentm?
When I joined the Momentm team, I’d had nearly 15 years in transit and transportation technology. I wanted to find a place to call my work home. Momentmis a family of unique individuals who always take time out to assist our customers as well as each other. We work well together and there are no “funnels”. When help is needed, it is received.
3. What are some of the key challenges and opportunities facing NEMT providers?
I find that here in the United States at least, there are ever-changing requirements and funding available based on the location of the provider themselves as well as with every fluctuating government regulations. With changes in funding we are always trying to use our Momentm Software to assist our customers in finding most cost-efficient ways to provide excellent service to their ridership.
4. What makes Momentm different from other NEMT software providers?
Our software is so uniquely customizable and designed to work with the NEMT industry as a whole. Is there a piece of information you wish to track, and we don’t have that currently? Add it! You have a new contract with unique requirements? We can help! Our Customer Care team is always providing training as part of your maintenance and your upgrades of software are also included as part of your software maintenance. I’m fortunate to have an amazing team of customer care analysts who all have a background in IT and the NEMT industry.
5. What are some challenges facing NEMT providers that you want to fix?
I find that many of our customers just assume that our software cannot handle the problem they need to resolve, and I’d like to change that line of thinking. Often, I’ll be on the phone with a customer who says, “I wish your software would do X, Y, Z”. I always enjoy showing them exactly how our applications can solve their current issue!
6. What impact do you think Momentm’s NEMT software can have on agencies, especially considering the current pandemic?
In the Customer Care team, we are seeing evolving scheduling needs as a result of the pandemic. Many clients are setting up single passenger rides instead of ridesharing, while others are scheduling time in between each trip for a full clean and disinfect of the vehicle. One very popular change is increased use of home delivery and using our software to schedule those trips as well. Yes, we can do that! Every area is unique in its requirements but we in Customer Care are here and helping to coach customers on how they can utilize our software to change with the times. Again, with customizability and flexibility of our software, we are here to help!
7. What do you think the NEMT world will look like post-COVID-19?
I remain hopeful that our NEMT world will continue to thrive. Here in the United States, there are so many changes to regulations and funding that the market will always be changing. Post COVID-19 I believe that providers will see a shift in the types of service they provide. I believe that there will be more in-home services provided and scheduled in the near future.
Get to know more of the Momentm Team:
Kris Lyon – Senior Manager of Business Development
Joe Tovar – Director of Technology
