This summary details the rules and regulations for independent contractors as they relate to AMP Transportation Management LLC (AMP NEMT) and Non-Emergency Medical Transportation (NEMT) Providers, including NYS Medicaid, the Medicare program, and other private contracts under the supervision of the Taxi and Limousine Commission (TLC).
All FHVs must comply with each NEMT provider's policies, such as New York State background checks, and local, state, and federal regulations. Failure to comply with these regulations will result in the disassociation of AMP NEMT.
AMP NEMT will not accept false documents or fraudulent actions of any kind, such as registering false drivers and transports or forging signatures, etc. These actions may lead to criminal penalties and termination of services with AMP NEMT and its contractual customers.
SERVICE LEVEL
AMP NEMT provides livery, outpatient, and wheelchair transportation services. Livery service is provided to a member who does not require driver assistance. But remember that it is of utmost importance to always be courteous. It costs nothing to open a door. For outpatient, ambulette, and wheelchair services, we are required to provide additional assistance to the member in boarding the vehicle.
Under no circumstances are you permitted to lift or carry a member or enter a member's home.
You can extend your arm if they need some kind of support, but you can't willingly touch a passenger.
A member requesting wheelchair service may require the driver to enter a facility and escort them to the vehicle. If the client is mobile, has a manual wheelchair, and is foldable, you can help the member get into the vehicle and proceed to place the wheelchair in their trunk. This service does not require a specific type of vehicle. If the member is in a wheelchair or has a mechanical or electric wheelchair, the driver providing the service must have a wheelchair-accessible vehicle and must be properly trained on how to load and secure the wheelchair in their vehicle.
LS DRIVER - LIMOSYS
Limosys is the preeminent dispatch platform in the transportation services industry, providing services to more than 350 companies. The app is compatible with Android and Apple devices in English, Spanish, and Russian as the operating language. Limosys GPS navigation is compatible with both Waze and Google Maps. Once a driver profile is created in Limosys with a work device number, that driver has immediate access to the Limosys app.
OUR DISPATCH METHOD
Limosys dispatch software allows the use of various dispatch methods. This includes a bidding (auction) system, automatic shipping, auto-assigned routes, and manual assignments. Here at AMP NEMT, our primary method of dispatch is the manual assignment of individual routes or jobs.
Independent contractors have the option to work with assigned routes, manually assign individual trips, and/or use the bidding system while also recognizing that our main method of dispatch is by assigned routes and that more than 80% of our jobs are dispatched within these routes, which can put the driver at a disadvantage. It is recommended to work with all AMP NEMT, dispatch methods to maximize your production.
These dispatch methods may be subject to change at any time. Drivers will be duly notified of any changes.
For the auction method, Limosys gives you five (5) seconds to bet on a trip. After this time, Limosys will automatically assign the trip to the nearest bidder.
Because our primary method of dispatch is with individual routes and jobs assigned, if you bet on a trip and this trip is manually assigned to a driver, you can call dispatch and let them know that you are available to cover that specific trip. You must provide a street name in order to identify the trip. After identifying the job, the dispatcher will determine the reassignment based on the location and the estimated fastest pickup time.
Once a trip is assigned to a driver, either by auction, route assignment, or individual job assignment, the driver must accept or reject the trip. Once accepted, Limosys allows the driver to see all the information related to that specific trip.
Here you will see the member's name, pickup address, delivery address, contact numbers, ride fare (if applicable), trip account information, and any special instructions set for that specific trip.
When a dispatcher assigns you a ride, you will receive a call from the base to confirm that you received the work and complete it. This also applies to assigned routes.
ACTIVE TRIP
Before you start your journey to your first pickup or an active ride, you should call the customer to confirm that they are still going to their appointment, verify the address, and pickup and delivery time. Rides are usually confirmed the day before, but it's important that you reconfirm before you go to pick them up. It will let the member know that they are an AMP NEMT driver and are on their way to pick them up. When you are at least ten (10) minutes from the pickup location, call the member again to let them know that they will be out in five (5) minutes. If you can't reach the customer, you can send a no-contact message to the base or call and speak with a dispatcher. Dispatch will tell you how to proceed.
Once you have picked up the member, it is important that you confirm the drop-off location again with the member. Transportation of a member to a different address is not permitted unless authorized by their insurance and confirmed on their list.
To get this approval, the member must call their insurance company and provide them with the change of address request. Remember, the faster the insurance makes the appropriate changes, the faster it can drop off the patient, so it's a good idea to inform the patient of such a procedure before calling the base. You cannot continue until insurance approves the change. This process may take a few minutes. Please be patient.
DELAYS
If, for any reason, you are late to pick up a patient, it is extremely important that you contact the base and inform us of the delay. We will determine if the estimated arrival time is acceptable or if we can arrange for the member to be picked up on time by sending another driver.
Important: It is unacceptable for a driver to bet on a ride if they currently have a private customer in their vehicle or are on their way to pick up a private customer. This behavior usually results in unnecessary delays and can be classified as trip abandonment.
TRAVEL ABANDONMENT
Independent contractors working with the auction process may decline a trip. The system allows you five (5) seconds of time to decline or accept the ride. If the ride is rejected, the ride will not be assigned and will be available for auction to other drivers. After you have agreed to pick up a trip, you are responsible for covering that trip. If, for any reason, you are unable to cover the trip, you should call the dispatch immediately and inform them of the situation. If you do not inform the base and do not pick up the member, we understand that you have abandoned the trip. This action will result in the immediate suspension of your unit. You will be asked to meet with a manager or supervisor at the main office to reactivate your status at AMP NEMT.
2 x 2 (POOL AND MULTI-LOAD)
Non-emergency medical transportation is, under the law, a rideshare program. We can transport more than one member in our vehicles if they fit comfortably and we comply with all safety regulations. When you are assigned a two-by-two, you must pick up two members and drop them off. Your pickup address may be in the same vicinity, and your drop-off locations may be on the same route as each other. When you are assigned a two-by-two, you and both members will be notified. We will also confirm how many passengers are traveling with the member.
CANCELLATIONS AND NO-SHOWS (WHEN THE MEMBER DOES NOT SHOW UP)
Cancellations and no-shows may cause your route to be rearranged. Cancellations can happen for many reasons, such as the doctor canceling the appointment, the member being sick, the facility being closed, weather conditions, and many other reasons.
Cancellations are usually made before you arrive at the pickup location. If a member cancels when called to confirm, they must call or text the base and inform dispatch. The dispatcher will then call the member to confirm the cancellation.
A no-show is when a driver has more than fifteen (15) minutes at a pick-up location and has failed to reach the member. At this point, you can text or call the base and request a "No-Show" using their app. Dispatch will once again try to contact the member. If contact is not made, the No Show will be granted. If contact is established, you must wait for the member up to fifteen (15) minutes after the pickup time.
ACCIDENTS AND INCIDENTS
In the event of a motor accident, you should always ask the patient if they need urgent medical attention. Make sure you and the member are safe. If you or the patient needs medical attention because it is an emergency, take the following steps:
- Call 911 to report the incident and ask for help.
- After completing your call with the authorities, you can call the base.
If the patient wants to proceed and you can't, let the dispatcher know so they can find the driver closest to their location and take the member to their drop-off location.
All accidents must be reported to the base, as these incidents must be reported to our contractors. Accident reports require a written statement from the driver. This statement must be filed within 24 hours of the incident.
If you have an incident with a patient, be patient. Call the base and alert the dispatcher of the situation. The dispatcher will try to calm the situation. If the dispatcher is unsuccessful, the call will be transferred to a supervisor or manager who will proceed to handle the situation accordingly. About 90% of situations are reported by our staff without extending a call to our contractors, which is why we encourage drivers to call the base if a situation arises.
SERVICE ANIMALS
It is not permitted to refuse, by words, gestures, or any other means, to provide transportation to a person with a service animal or guide dog. If a passenger claims that their animal is a service animal, they should take their word for it; "proof" cannot be requested. If a passenger has a service animal, it is allowed in the vehicle with or without a case, and if they are allergic to it. This action will result in immediate suspension and may result in fines and/or suspension of the TLC License.
HIPAA
The HIPAA Privacy Rule sets national standards for protecting individuals' medical records and other personal health information. This applies to health plans, regulatory companies, and other healthcare providers that conduct certain healthcare transactions electronically. The rule requires safeguarding and protecting the privacy of personal health information and sets limits and conditions on the uses and disclosures that may be made of such information without the patient's authorization.
As a driver, it is important that you implement the following rules to avoid violating HIPAA:
- Avoid discussing any information about a member with another colleague and/or another member. Information about a member can be discussed with the AMP Transportation Management, LLC staff.
- Avoid talking on the phone while a member is in their vehicle.
- Keep your travel logs and receipts out of sight. These contain personal information that must be stored if not used.
- When you dispose of travel logs and receipts, take them to the office, where we will dispose of them properly.
- Avoid calling or transporting a member without having an assigned job.
The following is an independent employment contract certifying that you have read and understand the AMP NEMT - Independent Contractor Manual and Policies.