Medical Transportation Services Support
Caring call center staff + powerful technology = easy access for members
With our legacy of experience, we believe that American Logistics has implemented the right balance of caring humans and digital efficiency for the clients we serve with our revolutionary approach to medical transportation services support. We call this our Hybrid Approach and it is a key differentiator for American Logistics.
Achieving on average 2 complaints/grievances per 1,000 completed trips is highly unlikely with a tech only focus; it requires a team of people who are experts in their fields using purpose-built technology solutions for greater efficiency and scale. From a software perspective, Customer Experience (CX) is often evaluated through interaction and the value it provides its users. Although this digital efficiency is great for some, it may not be suitable for all of the demographics we serve.
With this in mind, it is important that we’re able to give options for these populations.
Our hybrid medical transportation services support model puts tech-facilitated human interaction front-and-center
Having a Hybrid model of caring humans to support the needs and requests along with powerful technology (member facing and internal) is an essential combination for our customer-centric organization.
At American Logistics, our brand values revolve around delivering the highest quality member experience possible. We know that keeping so many of our plan members happier and healthier really does start with the coordination of medical transportation services support that our clients entrust to us.
As we continue to bring great new technology to the market, please understand that many members belong to special needs plans and every interaction is what differentiates us and makes us who we are. Transportation providers and their drivers interact with health plan members each day, and largely determine members’ impression of the health plan.
Our Provider Relations team has close, personal contact with our contracted transportation providers on a regular basis
This is to ensure expectations are met and standards remain high. Inviting local transportation providers to sign up to a transportation technology solution may appear to provide a large network of those transportation providers; however, without a holistic, experience-based approach to coordinating transportation providers, a sub-standard member experience is all but guaranteed.
Multiple decades and tens of millions of trips successfully coordinated has provided American Logistics with perspective and experience in solving various problems that many brokers and technology solutions have yet to come across.