Empire Transportation Provider
Redefining Non-Emergency Medical Transportation

Empire Transportation Provider is a leader in the transportation space, specializing in delivering exceptional, secure, and reliable transportation services to patients and healthcare clients facing challenges in getting to their medical appointments. Its non emergency medical transportation (NEMT) services span six counties in Upstate New York, including Erie, Niagara, Cattaraugus, Chautauqua, Genesee, and Wyoming.

Backed by a team of caring and professional transporters, Empire ensures the safe operation of wheelchair lifts, transportation safety features, and defensive driving, providing unparalleled experience and safety for its valued customers.

The unwavering dedication to customer satisfaction defines Empire’s excellence in this niche. It often goes beyond the confines of a typical transportation service provider to serve as a reliable partner invested in the well-being and comfort of its patients. This customer-centric philosophy, coupled with its extensive experience, forms the bedrock of Empire’s business ethos, Propelling its growth from a single vehicle and home-based office into a network of two different states offices, overseeing 82 vehicles and 85 drivers across the two operational states. The company has applied the same approach to expand its services into diverse verticals, including student transportation and shuttle services, showcasing Empire’s dynamic evolution.

Empire’s excellence in transportation is also elevated by a fleet of federal, state, and local transportation regulations-compliant SUVs, minivans, sedans, and wheelchair-accessible vans.

The team at Empire embraces an empathic approach to client engagement, where it establishes a familial bond to ensure they feel valued and respected throughout the journey. Punctuality is paramount for Empire, and it excels at delivering on-time pick-ups and drop-offs every time. In the event of delay or deviation, the company proactively communicates with clients to mitigate unforeseen issues. Direct communication between clients and drivers ensures a seamless and hassle-free trip experience.

“Our quality and exceptional service delivery has won the trust of various families, educational institutions, and insurance providers across New York for the safe mobility of vulnerable individuals within the communities,” says Abiyu Kebede Aynalem, CEO of Empire.

Empire’s ability to adeptly handle client requests during unconventional hours is a testament to the value it drives in the space. An illustration of this occurred during the peak of the pandemic when a patient faced a transportation challenge at Buffalo General Medical Center late at night. Despite numerous unsuccessful attempts by his insurance firm to secure assistance from various providers, Empire promptly responded to the plea. The team addressed this urgent situation, ensuring the safe return of the patient, who had been stranded for nearly two hours in the hospital lobby.

This commendable resolution by Empire’s team earned accolades from the insurance company and the patient’s family, establishing a lasting rapport. The patient became a devoted client, relying on Empire for thrice-weekly commuting to the hospital for crucial dialysis treatments.

Prioritizing service excellence over profits, Empire maintains the same standards for service delivery, irrespective of geographical expanses. The company is also focused on the continuous improvement of its services. Its approach entails regularly following up with clients and conducting brief surveys to gather feedback on their experiences on initial pick-ups, return journeys, and driver interactions. This proactive engagement also demonstrates Empire’s care and attention to customers. Internal evaluations through periodic driver assessments and office communication audits are also run to ensure consistent growth.

Empire’s reputation and leadership position in the NEMT space can be attributed to Aynalem’s commitment to experiential learning and his passion to excel in diverse industry verticals. His consistency in driving innovations and addressing the needs of customers is the ‘Midas touch’ for Empire, making it a premier choice for individuals seeking safe and reliable NEMT services.