NEMT

What is NEMT?

Non-Emergency Medical Transportation (NEMT) is a specialized service that transports patients to and from medical facilities for scheduled appointments, treatments, and other healthcare-related services. HUM has partnered with Right Rides to provide these essential transportation services to patients requiring reliable medical transportation.

Key Differences from Regular HUM Rides

• NEMT is not On-Demand: Rides are scheduled in advance through dispatch

• Separate Vehicle Classification: HUM has established a specific NEMT vehicle classification that allows dispatch to track vehicles

• New Subscription Service: NEMT is an additional subscription separate from Sedan, XL, Lux, and Lux XL

• Private Ride Mode: All NEMT trips utilize Private Ride mode. Drivers begin the NEMT ride in the Prive Ride mode by entering their mobile phone associated with the HUM Driver App IN REVERSE. For example, If your phone number is:

480 354 6708  enter 807 6453 084

 (if your phone number ends in zero use "9" the number cannot start with a zero)

• Different Compensation: Separate rate card and payouts through STRIPE

Driver Eligibility Requirements

To provide NEMT services, you must:

• Maintain an immaculate vehicle at all times

• Complete all required training programs

• Pass comprehensive background checks

• Adhere to all medical privacy regulations

• Demonstrate professional conduct in all patient interactions

• Purchase a NEMT Subscription (cost TBD)

Required Training and Certifications

Medical Training

• First Aid Certification: You must obtain and maintain current First Aid certification

• CPR Certification: You must obtain and maintain current CPR certification

• You are responsible for all costs associated with obtaining and renewing these certifications

HIPAA Compliance Training

• Complete comprehensive HIPAA (Health Insurance Portability and Accountability Act) training

• Submit certification of HIPAA training completion to HUM Rideshare

• Complete annual HIPAA refresher training to maintain eligibility

Background Screening Requirements

All NEMT drivers must pass:

• Fingerprint-based criminal history check (conducted by HUM)

• National criminal background check

• Sexual offender registry check

• Comprehensive motor vehicle record (MVR) review (conducted by HUM)

• Drug screening (initial and random)

Vehicle Standards

Your vehicle must:

• Be maintained in immaculate condition, inside and out

• Pass regular safety inspections

• Be equipped with appropriate first aid supplies

• Be free of smoke, strong odors, and potential allergens

• Maintain appropriate temperature control for patient comfort

Patient Confidentiality and HIPAA Compliance

CRITICAL: As an NEMT driver, you are legally obligated to maintain strict confidentiality.

You Must NEVER Disclose:

• Patient medical conditions or treatments

• Medications being taken or prescribed

• Reasons for medical visits

• Personal information shared during transport

• Pickup/dropoff locations (medical facilities, residential addresses)

• Any observations made during transport

Confidentiality Standards:

• Never discuss patients with family, friends, or other drivers

• Secure all documentation containing patient information

• Report any accidental disclosure immediately to management

• Complete all required HIPAA compliance training

Information May Only Be Shared With:

• The medical facility arranging the transport

• The healthcare provider directly involved with the patient's care

• HUM Rideshare management on a need-to-know basis

• Others as explicitly authorized in writing by the patient

Trip Documentation Requirements

For each NEMT transport, you must record:

• Date and time of pickup and dropoff

• Exact pickup and destination addresses

• Odometer readings at pickup and dropoff

• Patient's full name (as provided by the medical facility)

• Name of requesting medical facility or provider

• Any additional services provided during transport

• Any incidents or issues encountered during transport

• Patient & Driver signatures

Obtaining Patient Signatures

• Obtain patient signature on all required forms at trip conclusion

• Ensure signatures are in the correct forms and designated areas

• If patient cannot sign, document reason and obtain signature from authorized representative when available

Documentation Submission

• Submit all trip documentation to the medical facility and HUM Rideshare within 24 hours

• Documentation must be complete, accurate, and legible

• Electronic submission through the approved system is required when available

Professional Conduct

Driver Appearance

• Clean, professional attire at all times

• HUM Rideshare identification visibly displayed

• Good personal hygiene

Patient Interaction

• Respectful, courteous communication

• Assist patients entering and exiting the vehicle as needed

• Accommodate medical equipment or service animals

• No discussion of personal, political, religious, or controversial topics

• No solicitation of personal information, tips, or future bookings

NEMT Rate Card and Compensation

NEMT uses a distinct compensation structure from standard HUM rides:

Current Rate Structure:

• Base: $4.00

• Miles: $0.80

Important Notes:

• NEMT trips utilize specialized rates different from standard HUM fares

• Compensation is managed outside the app through STRIPE

• By accepting NEMT assignments, you agree to the posted rates

• Do not negotiate rates with patients or medical facilities

• Direct compensation questions to HUM management only

NEMT Rides Logistics

Trip Types:

• Wait-and-Return: Driver waits while patient attends appointment (typically 5-10 minutes)

• One-Way Only: Single direction trips as scheduled

Ride Process:

• Display Right Rides placard for passenger recognition

• Begin and end rides using Private Ride mode

NEMT Workflow:

IMPORTANT: Expectations for Trip Assignments and Driver Availability:

Please understand that trips assigned are medical appointments, and as a provider, we are obligated to ensure these services are fulfilled without disruption. It is not acceptable to cancel trips simply because they are inconvenient or do not align with your personal schedule.

To ensure we meet our obligations and operate efficiently, the following policies will be strictly enforced effective immediately:

1. Availability Submission:
   
   

All drivers must email their availability every Sunday for the upcoming week. If you don't submit your availability, you will not be scheduled. 

Email maria@rightride.biz and jennifers@rightride.biz 

SUBJECT: AVAILABILITY

2. Changes to Availability:

   • Any changes to availability must be submitted via email by 12:00 PM (noon) the day prior.

   • Same-day changes will not be honored unless it is an emergency, and must still be communicated via email.

   • Dispatch will not call drivers to confirm or request availability.

3. Trip Cancellations:
   If you are scheduled and cancel, you must send an email justification for your cancellation.

   • If the reason is deemed unreasonable or if cancellations become a pattern, you will be removed from the routing list.

4. Driver Inactivity:
   If a driver fails to make contact or submit availability for two consecutive weeks, they will be marked as inactive and will no longer be scheduled.

Dispatch (24 hours before)

• Dispatch emails/calls drivers with opportunities 24 hours in advance

• Driver accepts or rejects the ride

• Driver prepares Trip Sheet

Day of Ride

• Driver confirms with the passenger

• Conducts PRIVATE RIDE using the driver's phone number in reserve

• Completes Trip Sheet

Pay Day

• Driver reviews Trip Sheet(s) and submits to Right Rides

• Right Rides audits and reports to HUM

• HUM pays driver

Emergency Protocols

While NEMT is non-emergency transportation, medical emergencies may arise:

• Immediately call 911 if patient experiences medical emergency

• Follow emergency dispatcher instructions

• Contact the medical facility that arranged transport

• Document all actions taken

• Complete incident report within 24 hours

Substance Abuse Policy

• Zero tolerance for alcohol or drug use prior to or during shifts

• Mandatory pre-employment drug screening

• Random drug testing throughout employment

• Immediate suspension for failed or refused tests

Compliance and Enforcement

Failure to comply with any NEMT policy may result in:

• Immediate suspension from NEMT service

• Remedial training requirements

• Termination of employment with HUM Rideshare

• Reporting to healthcare authorities when applicable

• Legal action for HIPAA violations or other breaches

Continuing Education

• Quarterly NEMT driver meetings

• Regular policy and regulation updates

• All NEMT training materials are available in: 

  • Driver Resource page

  • This handbook

Policy Updates

NEMT policies may change based on:

• Healthcare regulation updates

• HIPAA requirement changes

• Feedback from healthcare partners

• Operational improvements

• Driver safety considerations

You will be notified of all policy changes and may be required to complete additional training.

Remember

Providing NEMT services is a privilege that comes with significant responsibility. You are not just a driver – you are an essential part of the healthcare delivery system for vulnerable patients. Always maintain the highest standards of professionalism, confidentiality, and care.