The team behind your team.
Medflow Backline handles calls, dispatch, confirmations, and billing prep for NEMT companies. Your drivers keep rolling and your office stays focused, while we cover the work that eats up your day and your nights.
Your fleet can grow. Your office can't keep up.
Most NEMT companies hit the same limit: more trips mean more calls, more dispatch work, and more paperwork, all landing on the same few people. Hiring full-time staff for every shift isn't realistic, so things start to slip.
A discharge planner who reaches voicemail calls the next provider on the list. Every unanswered call after 5 PM is a booking that goes to a competitor.
Answering phones, managing the board, and chasing paperwork all at once leads to late pickups, burned-out staff, and mistakes that brokers notice.
Missing signatures and mismatched mileage lead to denied claims. When nobody has time to check every trip, cash sits unpaid for weeks.
Same calls. Very different outcomes.
Every NEMT office gets the same late-night discharges, early dialysis calls, and weekend bookings. What matters is whether someone picks up.
- After-hours calls go to voicemail
- Dispatcher juggles phones and the board
- No-shows waste driver time and fuel
- Claims get denied for missing paperwork
- Every call reaches a live person
- Dedicated dispatch support on every shift
- Riders confirmed the day before
- Paperwork checked before claims go out
Built for NEMT owners who are doing too much
Whether you run one van or several companies, Backline fits in where your team is stretched the thinnest.
You're driving, dispatching, and answering the phone yourself. Backline takes the office work so you can focus on getting contracts and trips.
Trip volume is rising faster than you can hire. Add dispatch and call coverage now instead of waiting months to recruit and train.
Run several NEMT companies or locations? Your dedicated team can cover each one with its own scripts, phone lines, and rules.
When most of your trips come through brokers, speed matters. We watch portals, accept trips, and keep your paperwork ready for review.
Four services. One team behind yours.
Choose one service or all four. Each one plugs into how you already work, using your phone line, your dispatch software, and your rules, so riders and facilities see one company: yours.
Real people answer your line after you close. Facilities, families, and riders reach a person instead of voicemail, and the next morning's schedule is ready when your team clocks in.
- Coverage on nights, weekends, and holidays
- Handles discharge and same-day requests
- Sends you a clean handoff report every morning
Remote dispatchers who work inside your software to assign trips, handle will-calls, reroute around delays, and keep drivers moving so your lead dispatcher isn't buried.
- Assigns trips and handles will-call returns
- Keeps drivers and facilities updated in real time
- Covers busy hours, sick days, and growth spurts
We call or text every rider the day before to confirm pickup time, address, and mobility needs, then update your schedule so drivers aren't sent out for no-shows.
- Day-before confirmations by call or text
- Catches address and mobility changes early
- Flags cancellations so you can fill the slot
We match trip logs, signatures, and mileage to each claim, find missing paperwork before a broker rejects it, and have your claims ready for submission.
- Checks trip logs, signatures, and mileage
- Prepares broker and private-pay claims
- Tracks denials and missing paperwork
Remote dispatchers who keep your board moving
Your lead dispatcher shouldn't be answering phones, watching broker portals, and chasing late drivers all at once. Backline dispatchers work alongside your team, either taking whole shifts or covering the busiest hours.
Today's board
Backline on shift- 6:45 AMDialysis drop-offWAV 03On board
- 7:10 AMDischarge pickupAMB 07Assigned
- 7:30 AMWill-call returnWAV 01Rerouted
- 8:00 AMBroker trip #4821—Accepted
We build tomorrow's schedule, assign trips by vehicle type and location, and keep routes tight so drivers aren't sitting idle.
We watch your broker portals, accept the trips that fit your schedule, and enter them into your dispatch system before someone else claims them.
When a rider is ready early, an appointment runs long, or a trip is added at the last minute, we find the closest driver and update the board.
We confirm drivers are on the road, follow up when a pickup runs late, and keep everyone working from the same schedule.
Dialysis centers, hospitals, and families get a real ETA from us instead of a voicemail, so they keep booking with you.
Breakdowns, no-shows, and weather delays are logged, reported, and sent to your on-call manager when they need a decision.
Covered from first pickup to last call
Choose the hours you need. Fill the gaps your team can't cover, or let Backline run around the clock so nothing waits until morning.
- Get the day startedEarly morning
Driver check-ins, first pickups, and dialysis runs go out on time while your office is still opening up.
- Handle the busy hoursPeak hours
Extra dispatchers and call agents take the overflow, so calls don't ring out and will-calls aren't missed.
- Confirm and close outAfternoon
Return trips, tomorrow's confirmation calls, and trip paperwork are wrapped up before end of day.
- Answer when you're closedNights & weekends
Discharges, urgent requests, and weekend bookings reach a live person. You get a handoff report in the morning.
Your team runs the rides. Backline handles the rest.
Stop losing trips to voicemail and claims to missing paperwork. Tell us where your office is stretched, and we'll show you which Backline services would cover it.
Up and running without rebuilding your office.
Backline works inside the tools and processes you already have. No new software to learn, and no change for your riders.
We go over your call volume, busy hours, dispatch software, broker rules, and where your team is stretched thin. Then we suggest the services that would help most.
We set up call routing, scripts, and handoff rules, and get access to your systems. Our team learns your service area, vehicle types, and facility contacts before going live.
Backline handles the work every day. You get regular reports on calls, confirmations, and claims, and we adjust coverage as your fleet grows.
Better than hiring. Built for NEMT, unlike a generic BPO.
Most outsourced call centers handle any industry's calls. Backline is a NEMT-only team that works your board, your portals, and your phones.
Medflow Backline
- Cost
- $4–$8 / hour
- Knows how NEMT works
- Dedicated team on your account
- 2–4 people
- Nights, weekends & holidays
- Works in your dispatch software
- Broker portals & trip intake
- Sick days & turnover covered
- Scales as you add companies
Hiring in-house
- Cost
- Full wages + benefits
- Knows how NEMT works
- After training
- Dedicated team on your account
- Nights, weekends & holidays
- Overtime cost
- Works in your dispatch software
- Broker portals & trip intake
- Sick days & turnover covered
- Scales as you add companies
- Hire again
Generic BPO / answering service
- Cost
- Per-minute or per-call fees
- Knows how NEMT works
- Dedicated team on your account
- Shared agents
- Nights, weekends & holidays
- Works in your dispatch software
- Broker portals & trip intake
- Sick days & turnover covered
- Scales as you add companies
- Higher fees
A full support team for less than one hire
Simple hourly pricing with a dedicated team assigned to your company. You pay only for the hours you need covered.
Medflow Backline
Your rate depends on the services you choose and the hours you need covered. We'll give you an exact quote on your discovery call.
The same people work your account every shift. They learn your service area, your facilities, and your drivers, so you never have to retrain a new face.
Every call gets answered, whether it's a discharge at 9 PM, a will-call return on Sunday, or five calls landing at once.
Start with one company and add more as you grow. We add people to your team when your trip volume goes up.
- Live call answering, day or night
- After-hours call center
- Dispatch support
- Confirmation calls
- Back office & billing prep
- Your scripts, your rules, your company name
- Regular performance reports
- No long-term contract
