Quality Assurance

The Quality Assurance team ensures that transportation operators meet health and safety standards for vehicle maintenance, operation, and inspection; driver qualifications and training; beneficiary problem/complaint resolution; and the delivery of courteous, safe, and timely transportation services.

Each network provider is subject to an initial site visit and ongoing oversight to ensure the provision of safe, timely and efficient transportation services. This process includes, but is not limited to:

• Verification of initial and periodic driver background checks
• Verification of appropriate driver training
• Verification of appropriate safety procedures
• Vehicle inspections to ensure vehicles used for transport are properly licensed, clean, safe, and well–maintained
• Verification of phone, fax, and modem capabilities for administrative support
• Verification of license and compliance with local and state requirements
• Proof of insurance in compliance with local and state requirements
• Review of documentation of maintenance records and trip logs
• Verification of compliance with HIPAA and confidentiality requirements
• Verification of senior management’s understanding and willingness to provide scope of service and comply with program requirements

TMS aggressively monitors quality throughout its transportation network to ensure that the recipient’s transportation experience is as positive as possible. Over time, TMS has installed a variety of programs and measures designed to continuously maintain and improve quality of service.

TMS also uses our Mystery-Rider Program whereby volunteer riders are transported by an unknowing transportation provider. The Mystery Rider undertakes direct observation checks on each trip. These observers are not typical employees of the company, but instead are trained and paid to perform as secret shoppers. These shoppers go beyond looking for “good service” and look for ways that the service can be even better.

For more information on our Quality Assurance team, click on the name below:

• Diane Kroepsch, Director of Quality Assurance

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