Customer Service and Utilization Management

TMS maintains a state of the art call center located in Pinellas County, Florida with a team of quality and highly trained staff members who have hundreds of years of combined NET experience. Our call center is operated in accordance with industry standards and procedures, and is fully staffed and prepared to facilitate smooth operations every day. Thirty three percent (33%) of TMS’s call center operators are bilingual, and they receive extensive customer service training.

TMS employs a state of the art telephone system with Automatic Call Distribution (“ACD”). All ACD activities such as call routing, true real–time status and MIS reporting are provided by this system. Features include:

• Calls in queue warning
• Silent monitoring with “join” capability
• Recording / playback
• Full management reporting, on–demand or scheduled
• Archive data for reporting
• Language lines

The company’s large staff of telephone operators is scheduled to meet fluctuating demand, which is carefully monitored. The TMS call center handles tens of thousands of calls and trips per month with less than one (1‰) percent complaint ratio. All incoming and outbound calls in the call center are recorded, and the recordings are stored indefinitely to enable playback in the future.

TMS has pioneered industry changing gate–keeping systems to better control costs and to ensure that each eligible is matched with the proper form of transport. We have achieved outstanding results by lowering long–term cost through efficient gate–keeping methods by ensuring participants are utilizing the most appropriate form of transportation. TMS’s senior management has spent years crafting and honing our gate–keeping and client eligibility screening systems.

Our gate–keeping practice, enhanced by our proprietary state–of–the–art software system, employs a process which includes the following:

• Eligibility verification
• Assessment of the need for service
• Identification of special needs
• Determination of the appropriate form of transportation
• Maintenance of rider’s trip history
• Education to rider on the appropriate use of transportation services

For more information about our Customer Service team, click on the name below:

• Gini Miller, Director of Customer Services

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