American Logistics

American Logistics specializes in providing non-emergency medical transportation (NEMT) services to managed care organizations (MCOs) and health systems, with a focus on delivering an outstanding experience to plan members. For over 22 years, the team has ensured seamless access to millions of healthcare plan members with its proprietary technology platform, a robust transportation provider network, and operation centers.

“We have a saying at American Logistics that every member, ride, dropoff or pickup, and online click counts. We dedicate extra attention to detail in every aspect of what we do,” says Brandon Piersant, chief marketing officer at American Logistics.

American Logistics selectively contracts with credentialed transportation providers to provide the best possible service and appropriate modality for the members they serve. Visibility and access to its proprietary platform allow MCOs and members to gain access to its vast provider network and insights into mobility activity. It enables healthcare organizations to provide members with smarter pickup and dropoff, scheduling, real-time GPS tracking, and messaging opportunities through a unified platform. Less hassle and on-time service translate to an excellent experience for staff and members.

American Logistics’ transportation benefit management program offers a full-service staff for inbound callers to manage ride requests and field-related questions. A web-based application for healthcare staff and members allows similar functionality as the American Logistics contact center employees. This includes looking up the benefit eligibility for riders and keeping tabs on past and upcoming trips, all in a HiTrust-certified system.

To simplify the experience for health plans, members, and transportation providers, American Logistics facilitates high accessibility through multiple touchpoints, be it telephone, smartphone, or web browser. It also ensures strong protection against security breaches by working with technology partners like Amazon Web Services.

The team’s emphasis on customer experience drives its technology, streamlining operations for clients and members. One of the major challenges MCOs face is complying with changing healthcare regulations specific to each state.

For example, a recent regulation change in California requires wheelchair users to obtain a prescription for transportation services or assistance getting from their house to the vehicle.

“Vulnerable populations with transportation challenges can pose barriers to care that are unacceptable,” says Piersant. “We’ve created automated experiences through our platform to simplify and streamline the process to minimize those barriers and make it easy for the members. Our guiding principles are always to serve those members in need to create an understanding that access to transportation is simple.”

It’s not just about technology for American Logistics. The team believes in adding a personal touch by helping individuals celebrate health milestones, whether their birthday or completing their last cancer treatment. It works with its MCO partners to find ways to create defining moments for those members.

American Logistics considers its transportation providers as partners just as much as the MCOs. Those transportation providers have faced severe challenges as of late, with rising gas prices, vehicle sourcing, and inflation. The team goes the extra mile to help them meet those challenges and ensures they receive on-time payments.

With decades of experience in adopting the latest technological advances and adjusting to changes in healthcare regulations, the team is on the leading edge of the NEMT industry. Backed by an incredible team, American Logistics stays abreast of the latest changes in the industry and strives to make its service delivery even more seamless in the future.