FORWARD THINKING

With decades of experience, Verida challenges industry norms to create more efficient transportation management solutions. Continuous improvements to the member experience is at the core of what drives us to innovate. Here are some of the ways we lead the industry in streamlining NEMT service delivery:

Client Portal
Our Client Portal gives unprecedented online access into program information on both an individual-member basis and in aggregate. Clients can see the same real-time data that our team sees through our NEMT Net InSight platform.

Call Center Technology
We use a sophisticated call management system that allows us to engage with members, transportation providers, and facility personnel through secure communication channels at any work location. It is built upon cloud infrastructure, so calls can be managed no matter where customer service representatives are located.

Artificial Intelligence Tools
Every call made and received in our call centers is not only recorded but analyzed using powerful AI tools. Employing speech and natural language technologies, the tool supports our call center managers and supervisors by performing deep analysis of calls, helping managers get to the root cause of customer service issues quickly so that coaching can be initiated.

Member App
Our Member App functions with any smartphone and mirrors the functionality of our Member Portal. Our app empowers members to manage their own transportation including the ability to easily schedule transportation with several clicks on their iPhone or Android device, as well as view, modify and cancel existing reservations, view trip history and submit satisfaction surveys.

Member Care Program
Because drivers may spend more time with a member than their health care provider, we designed the Member Care Program. Using this mobile technology solution, NEMT drivers can report concerns they might identify during the course of their interactions with the member such as loss of utilities or lack of food, neglect, abuse, or other issues the driver observes. All notifications are sent to the appropriate contacts for further intervention.

MEMBER FOCUSED

The key to our success over the past two decades is our service delivery model focused on the member and their health, while balancing fiscal responsibility. To demonstrate our commitment to member satisfaction, we have a Quality Assurance Plan designed to provide an overall framework for implementing quality focused initiatives, and to safeguard that Verida and our contracted NEMT providers deliver the highest quality service possible to Medicaid members. Our Quality Assurance Department is responsible for the complaint management and resolution process. We monitor service quality through surveys and statistical reports and develop quality improvement initiatives.

Verida has earned a stellar reputation as an expert provider of transportation management services. Our proven methodology and focus on providing quality in each component of service delivery has enabled us to achieve URAC’s Certification of Organizational Management accreditation for our entire enterprise.

CUSTOMER SUPPORT

Verida’s customer service representatives (CSRs) serve as the primary point of contact for program stakeholders. These knowledgable and qualified representatives understand the specific requirements of the NEMT programs we manage. They are trained to interact with callers in a courteous and efficient manner, while being sensitive to their cultural backgrounds.

Verification of NEMT eligibility, reservation scheduling, appropriateness of transportation modes, and medical necessity rules are applied with practicality and compassion. CSRs also receive HIPAA training and learn the importance of respecting each caller’s right to privacy. In addition, other call center staff members, from managers to administrative support staff, receive cross-training on call center functions, including using our NEMT transportation management system, Net InSight.