Reduce revenue loss managing turnbacks

Turnbacks happen when a broker assigns a trip to a transportation provider (TP), but the TP returns it because they cannot fulfill the ride. These rejected trips are a major source of lost revenue, higher operational costs, and strained broker-provider relationships.

In this episode of Solved, Hannah Greene, Product Manager at Move AI, explains how Move AI helps NEMT brokers reduce turnbacks and manage trip assignments more efficiently.

When a TP rejects a trip, dispatch teams often spend hours finding another TP to accept it. If no one accepts the trip, brokers may need to use higher-cost rescue providers. To avoid this risk, many brokers schedule trips far in advance just to leave time to manually resolve turnbacks.

Move AI removes this buffer by automating both trip assignment and reassignment. The system distributes trips based on contract rules and provider performance to increase first-time acceptance. If a rejection does occur, Move AI automatically redistributes the trip to the next eligible provider without manual outreach.

The result is fewer turnbacks, fewer rescue provider trips, lower operational costs, and stronger margins.

Check other episodes for more tips on how Move AI helps solve everyday NEMT challenges.