Transportation company scales critical support with 100% SLA and 99.9% staffing accuracy

The client

Our client is a US-based non-emergency medical transportation (NEMT) provider enabling patients to get to and from healthcare appointments safely and on time. The client supports members of multiple healthcare plans through every stage of the ride journey: Booking, confirmation, modification, cancellation, recovering missed rides, and ride status checking. Its services reduce missed care and remove transportation barriers for vulnerable populations.

The Helpware environment

Helpware began supporting the client in 2023. As of May 2025, the team comprises 200+ agents assisting members across eight healthcare plans, each with unique protocols, in four global regions:

• US and Philippines—Voice-based customer support and reservations
• Uganda—Back-office operations
• Guam—Payment screening

The challenge: Training for and maintaining high-quality support in a growing, complex healthcare environment

The client needed a dependable partner to scale fast without sacrificing quality. Healthcare transportation requires accuracy, empathy, and strict compliance. Existing systems strained under:

• Plan-specific training requirements
• High volumes of sensitive, time-critical interactions
• Rigid SLA and QA targets
• The need for consistent schedule adherence

The client needed a solution that delivered precision and flexibility at scale without service gaps or errors.

Helping 'Ware' it counts: Smarter training drives confident, consistent service

Helpware built a cross-functional team with end-to-end support from recruitment to QA. Our model aligned talent to the task—placing teams in the best locations for each function.

We delivered:

• Custom training for each healthcare plan
• 24/7 staffing coverage with real-time adherence tracking
• QA-led coaching for continuous improvement
• Scalable hiring to meet volume shifts
• Week-over-week workforce stability

The results

Impressed by the results, the client expanded the partnership and entrusted Helpware with handling two additional support areas: Payment screening in the Philippines and customer support in Ukraine.

As a result of this consistent, across-the-board success, the client expanded its offshore Helpware team from 45 to 70 full-time employees and added a full-time 25-employee Medicaid team in the US. Both teams are on track to double in 2025.