Stephanie Harmon is a former police officer turned Non-Emergency Medical Transportation business owner. Like many start-up NEMT providers, Stephanie did everything, from driving to dispatching to admin and everything else it takes to run an NEMT business. A turning point for her came when she made the decision to start working on her business instead of in her business. Stephanie shares her experience on how to work ON your NEMT business as opposed to IN your NEMT business below.
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As a Non-Emergency Medical Transportation (NEMT) provider, you know how crucial it is to keep your vehicles running, meet client needs, and manage scheduling. But to grow and scale your NEMT business, it’s essential to shift focus from the daily grind to the long-term strategy. This is the difference between working in your business and working on your business.
The Difference Between Working In Your NEMT Business vs. On Your NEMT Business
Working in your business as an NEMT Provider, means dealing with day-to-day operations like vehicle dispatching, client complaints, or driver management. It may even mean routinely, or occasionally, driving NEMT patients to their appointments yourself. While these things are important, they can consume your time and prevent you from focusing on growth.
Working on your business, however, involves focusing on the Bigger Picture—expanding your NEMT fleet, improving operational efficiency, or securing more contracts with healthcare facilities. This is where real scalability and sustainability come from.
The Key Elements to Working On Your Business as an NEMT Provider
1. Delegation
Being an NEMT provider involves managing dispatchers, drivers, customer support, and vehicles. If you’re trying to manage all of this yourself, it’s time to delegate. Trust your team with day-to-day tasks like scheduling, vehicle maintenance, and customer service. This will free you to focus on building partnerships, compliance, and expansion strategies.
Start by identifying tasks that can be delegated to dispatchers, office managers, or technology solutions. This could include using scheduling software to streamline dispatch, or outsourcing customer service to a dedicated call center.
2. Networking and Building Relationships
In the NEMT industry, building relationships with hospitals, insurance companies, and Medicaid programs is critical to success. Networking with healthcare providers can open doors to new contracts, while connecting with other transportation companies can offer insight into best practices.
By focusing on building strong relationships, you can secure consistent work, negotiate better contracts, and expand your reach. Regularly attending network events, joining relevant associations, and building partnerships within the healthcare sector will help position your business for long-term success.
3. Setting Goals
Every successful NEMT Provider needs clear, measurable goals. Are you looking to expand your fleet by 20% this year? Do you want to secure more Medicaid contracts? Define both short-term and long-term goals that will guide your business decisions and growth.
For NEMT providers, goals might include improving client satisfaction, reducing vehicle downtime, or optimizing route efficiency. These specific, measurable goals will keep you and your team focused on growth rather than simply reacting to daily issues.
4. Strategic Planning
Once you’ve set your goals, the next step is to create a strategic plan. A strategic plan is essential in a highly regulated industry like NEMT, where compliance, fleet management, and client care are critical. Break down your goals into actionable steps that include fleet upgrades, training drivers for better client care, or investing in more efficient dispatch software.
Your strategic plan should also consider industry trends, helping you stay ahead and adapt to the evolving needs of healthcare providers.
5. Embracing Technology
Technology is a game-changer in the NEMT industry. Modern dispatch and route optimization software can help reduce no-shows, improve on-time performance, and lower operational costs. GPS tracking, automated billing, and compliance management tools also streamline operations.
By embracing technology, you not only improve efficiency but also enhance client satisfaction. Leveraging advanced NEMT software like iCabbi’s Move AI means you can scale your business without losing control over daily operations.
6. Automation
Automating key parts of your business is essential to freeing up time for strategic decision-making. NEMT software providers like Move AI can automate scheduling, invoicing, compliance reporting, and even customer notifications. Automation ensures consistency and reduces errors, whether it’s communicating with clients about their pick-up times or submitting claims.
Automation allows you to focus on high-level decisions—such as fleet expansion or building strategic partnerships—rather than getting bogged down in repetitive tasks.
Are You Ready to Scale? Key Questions to Drive Growth
- How much time are you spending on dispatch, driver management, or billing, and could these be automated or delegated?
- Are your current vehicles and drivers optimized for the routes and contracts you want to target?
- If you stepped away from the day-to-day operations, would your business run efficiently without you?
- Are you building relationships with healthcare providers that could result in long-term contracts?
FAQs for NEMT Providers
Q: How can I improve efficiency in dispatch and scheduling?
A: Invest in a dispatch software like iCabbi Move AI, that offers real-time tracking, route optimization, and automated notifications to clients. This will reduce manual work for your team and improve your service’s reliability.
Q: What’s the best way to stay connected to my team when I’m no longer involved in daily operations?
A: Regular check-ins, team meetings, and performance reviews are critical. Use project management tools and communication platforms to stay informed without being directly involved in every decision.
Q: How can I grow my NEMT business in a competitive market?
A: Focus on building relationships with healthcare providers, Medicaid programs, and insurance companies. Also, invest in marketing that highlights your reliability, safety standards, and service quality.
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By focusing on delegation, relationships, goals, and technology, you’ll position yourself to work on your business and scale it effectively. The key is to adopt a forward-thinking mindset—constantly evaluating what steps will lead to long-term success rather than being bogged down by daily operations. Your business should work for you, not the other way around.
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