Titusville, FL – STOPS Enterprises, LLC (STOPS), a national leader in providing high quality transportation and language services to workers’ compensation payers, and a subsidiary of One Call Medical, Inc. (OCM), today announced the results of a transportation survey. The survey revealed key criteria claims professionals use when selecting a transportation provider—and the advantages of relying on the STOPS’ transportation network.
Don Duford, CEO of OCM, commented on the industry’s needs for transportation services: “In workers’ compensation, due to the severity of an injury or physical limitations resulting from injuries, many claimants are unable to drive themselves to medical, legal or other appointments. As a result, STOPS is seeing a growing demand for transportation services.”
To understand the key factors in selecting a transportation provider, STOPS surveyed 150 workers’ compensation claims professionals, which revealed five top criteria:
- Getting injured workers to appointments safely and consistently on time.
- Minimal amount of wasted time while on the phone with call center agents.
- Offering very competitive rates.
- Receiving email notifications when a new appointment has been entered.
- Providing a clean and comfortable environment for injured workers, while they are being transported.
STOPS has a distinct advantage in meeting the criteria, as it has developed a highly reliable network of contracted transportation providers with excellent driving records and client service skills. STOPS’ vendor development department utilizes a stringent driver credentialing process to recruit and qualify independently contracted drivers throughout the U.S.
Competing transportation providers often utilize taxi cab drivers. As a result, service levels decrease and safety risks can increase. In fact, statistics show that taxi cab companies experience nearly four times the number of client service complaints than contracted drivers through STOPS. When transportation services fail, appointments must be rescheduled. Lost time and temporary disability quickly accumulate and add significant costs to claims.
Troy Renfrow, executive vice president of operations at STOPS, commented on the benefits of the STOPS network: “With strong driver recruitment, STOPS is able to achieve a 99.98% fill rate—a virtually perfect track record in taking and fulfilling transportation service requests. In addition, STOPS’ success rate in completing appointments is 99.5%. As a result, we minimize delays, which easily translate into savings and the best overall value in transportation.” STOPS provides straightforward billing, whereas competitors charge hidden fees, such as network access fees, and lift or load fees. When comparing apples to apples, STOPS’ rates are typically 20% lower than its competitors on a majority of transportation appointments.
To ensure dependable service, STOPS developed a multi-step confirmation process. This system has reduced appointment no-shows to 0.9%, whereas industry experience may be as high as 25%. After an appointment is completed, STOPS follows up with injured workers to rate drivers and obtain feedback: Was the driver on time? Was the car clean? Did the driver drive safely? STOPS uses client input to profile drivers according to performance and satisfaction ratings.
Renfrow commented on ongoing network enhancements: “The most important factor for busy claims professionals is reliability. We strive to make their lives easier, and in turn, they rely on STOPS to fulfill their transportation needs. We know our drivers by name, and our relationship and culture make a huge difference in our service levels. Through ongoing evaluations, we ensure more and more of our runs are performed by our best drivers, and those with lower ratings are quickly dropped from our network.”
STOPS also utilizes technology to facilitate service excellence. Its IT platform automatically notifies claims professionals when runs are completed, and its online portal fosters connection with drivers and ease-of-doing-business with its organization.
Source: STOPS/One Call Medical