The primary call center point of contact for Medicaid clients are our Southeastrans’ customer service representatives (CSRs) who are well qualified and trained to understand the specific NEMT program requirements of our Medicaid members. They are trained on how to interact with callers in a courteous and efficient manner, while being sensitive to their cultural backgrounds.
Verification of NEMT eligibility, reservation scheduling, appropriateness of transportation modes, and medical necessity rules are applied with practicality and compassion. CSRs also receive HIPAA training and learn the importance of respecting each caller’s right to privacy. In addition, other call center staff members, from managers to supervisors to administrative support staff, receive cross-training on call center functions, including using our NEMT transportation management system, NET InSight (TM).