Terms and Conditions

The purpose of this policy is to outline the general rules and regulatory expectations that all JD Transportation staff, contractors, and vendors must follow to ensure compliance with federal, state, and contractual guidelines governing NEMT services.

All JD Transportation personnel and operations must comply with the following:

• Company Licensing:
  • Maintain a valid NEMT provider license with applicable state agencies.
  • Maintain updated business licenses, insurance, and broker credentials.
• Driver Licensing:
  • All drivers must hold a valid and active driver’s license 
  • Annual motor vehicle records (MVR) checks will be performed.
  • Drivers must complete annual background checks and drug screening.
• Vehicle Requirements:
  • All vehicles must be registered, insured, and meet local DOT and ADA accessibility standards.
  • Regular inspections and certifications must be documented and available upon audit.

JD Transportation adheres to the following:

• Operate only within authorized service areas unless approved otherwise.
• Provide service only for eligible clients (per Medicaid, broker contracts, etc.).
• Maintain accurate, timely documentation for:
  • Pickup/drop-off logs
  • Mileage
  • Wait times
  • Trip refusals or cancellations
• Never deviate from assigned routes or transport unauthorized individuals.
  
  

JD Transportation must comply with:

• State Departments of Transportation (DOT)
• Health & Human Services (HHS)
• Centers for Medicare & Medicaid Services (CMS)
• HIPAA Regulations
• Broker Requirements (e.g., Modivcare, Access2Care)

Failure to meet these standards can result in audit penalties, loss of contracts, or legal action.

JD Transportation operates as follows:

• Standard Service Hours: Monday–Saturday, 6:00 AM – 8:00 PM
• After-Hours Services: Available upon advance request
  Emergency or Weather Closures: Determined by management and communicated to staff and clients
• Trips must be scheduled through the dispatch or designated broker portals.
• Same-day or urgent requests must be authorized by a supervisor.
• Drivers are required to use GPS tracking and mobile dispatch devices if provided.
• Only dispatch-approved trips are to be executed—no side trips, no personal stops
• Passenger names, addresses, medical information, and trip details are considered confidential and protected under HIPAA.
• Paper and electronic records must be stored securely and only accessible to authorized staff.
• Retain all operational and trip logs for a minimum of 3–7 years based on state laws or contract requirements.

JD Transportation maintains the following:

• Auto Liability Insurance – minimum limits as required by state (e.g., $1M–$5M aggregate).
• General Liability Insurance
• Workers’ Compensation
• Passenger Medical Coverage

Insurance must be updated annually and available for audit.

• All staff must adhere to infection control protocols.
• Vehicles must be sanitized between trips.
• PPE must be available in all vehicles (gloves, masks, sanitizer, etc.).
• Follow CDC guidelines during outbreaks, flu season, or pandemics.

Penalties & Policy Updates

Non-compliance may lead to warnings, suspension, termination, reporting to regulatory agencies, or legal action in cases of serious misconduct. Policies are reviewed annually and updated as needed to reflect regulatory, contractual, or operational changes.

The purpose of this policy is to ensure that all transportation requests at JD Transportation are handled in a timely, efficient, and professional manner, ensuring optimal resource allocation, client satisfaction, and compliance with contractual obligations.

JD Transportation accepts ride requests through the following methods:

• Phone Booking: Call center or dispatch line during business hours.
• Web Portal: Online request form (if applicable).
• Email: For medical offices or care facilities.
• Third-Party Systems: State Medicaid brokers or private insurers.

All bookings must include the following information:

• Full name of the passenger
• Date of birth and Medicaid ID (if applicable)
• Pickup address and contact number
• Drop-off location and appointment time
• Mobility status (ambulatory, wheelchair, stretcher)
• Special needs (oxygen tank, escort required, cognitive impairment)
• Return time or will-call status
• Billing or insurance provider information

Incomplete bookings should not be scheduled until all critical information is confirmed.

• Advance Bookings: Must be made at least 24–48 hours prior to appointment unless same-day transport is allowed by broker contract.
• Same-Day Requests: Subject to availability. Priority given to urgent discharges or medical necessity trips.
• Standing Orders: For recurring appointments (e.g., dialysis) and reviewed monthly for accuracy.
• Return Trips: Return times must be scheduled or designated as "will-call" with clear contact protocols.

Staff Training & Quality Assurance

Dispatch and booking staff must complete training in scheduling software Bambi, HIPAA compliance, and communication etiquette. Owners will perform random audits of trip logs and calls to ensure accuracy and service quality.

Step 1: Confirm Eligibility and Prior Authorization (if required).

Step 2: Collect and Verify Trip Data: Ensure trip logs include date, time, passenger name, pick-up/drop-off location, and driver signature.

Step 3: Enter Claim Information: Use designated billing software or Medicaid portal to submit claims. Include all required modifiers and documentation.

Step 4: Submit Claims Timely: Claims should be submitted within the allowable time frame set by the payer (e.g., Medicaid submission deadline).

Step 5: Monitor Claim Status: Track submitted claims for acceptance, rejection, or denial. Investigate and correct errors promptly.

Step 6: Handle Denials and Resubmissions: Address denied claims by correcting issues and resubmitting with documentation.

All billing activities must comply with Medicaid, HIPAA, and payer-specific guidelines. Records related to billing, including trip logs and claim confirmations, must be retained for a minimum of six (6) years.

This policy provides clear procedures for JD Transportation staff to follow during emergencies, ensuring the safety of passengers, drivers, and the public. It includes protocols for medical events, vehicle breakdowns, accidents, weather disruptions, and security threats.

All employees must:

• Remain calm and act swiftly.
• Prioritize passenger and personal safety.
• Immediately notify JD Transportation dispatch of any emergency.
• Follow all steps outlined in this policy.
• Complete an incident or accident report within 24 hours.

Medical Emergency (Passenger or Driver)

• Loss of consciousness
• Chest pain or difficulty breathing
• Severe bleeding or injury
• Seizure, stroke symptoms, or confusion

1. Call 911 immediately.
2. Pull over in a safe location and turn on hazard lights.
3. Administer basic first aid or CPR if trained and necessary.
4. Reassure and monitor the patient until help arrives.
5. Notify dispatch immediately with:
   • Passenger name
   • Nature of emergency
   • Location
   • Actions taken

1. Do not move the passenger unless necessary for safety.
2. Complete a Medical Emergency Report upon incident resolution.

Vehicle Accident

1. Ensure Safety:
   • Pull over to a safe area if possible.
   • Turn on hazard lights.
   • Assess injuries to passengers and self.

1. Call 911 if there are:
   • Injuries
   • Vehicle damage
   • Traffic obstruction
   • Other involved parties

1. Notify Dispatch Immediately with:
   • Location
   • Passenger status
   • Description of event
   • Police involvement

1. Document the Scene:
   • Take clear photos (damage, license plates, surroundings).
   • Collect names and contact info of witnesses.
   • Exchange insurance info if other vehicles are involved.

Complete a Vehicle Accident Report Form before the end of your shift.

1. Pull over safely and turn on hazard lights.
2. Notify dispatch immediately.
3. Place emergency triangles if applicable.
4. Remain with the vehicle and passengers unless unsafe.
5. Wait for roadside assistance or a replacement vehicle.
6. Keep passengers informed and calm.
7. Log the incident and complete a Breakdown Report.

1. Pull over immediately and turn off the engine.
2. Evacuate all passengers quickly and safely.
3. Use a fire extinguisher only if trained and safe to do so.
4. Call 911.
5. Notify dispatch.
6. Wait in a safe area away from the vehicle.
7. Complete an incident report.

• Before Driving:
  • Check forecasts and vehicle readiness (tires, wipers, heater, etc.)
  • Dispatch may delay or cancel trips based on weather alerts.
• During Trip:
  • Slow down and increase following distance.
  • Pull over if visibility is low or roads are unsafe.
  • Contact dispatch to report delays or reroute plans.

Examples: Aggressive or violent behavior, threats to self or others, attempting to exit a moving vehicle

1. Pull over safely and remain in the vehicle if appropriate.
2. Call 911 if there is an immediate safety risk.
3. Notify dispatch.
4. Do not physically restrain passengers unless imminent harm is likely.
5. Speak calmly, set boundaries, and de-escalate if possible.
6. Wait for law enforcement or medical responders.
7. Complete a Behavioral Incident Report.

1. Verify location and trip manifest.
2. Call dispatch immediately.
3. If applicable, return to the last known location or drop-off.
4. Contact family or facility if authorized.
5. Notify law enforcement if the passenger is vulnerable (e.g., elderly, disabled, non-verbal).
6. Document the event in a full Incident Report.

For any emergency, the following must be completed:

• Notify dispatch as soon as it is safe to do so.
• File the appropriate report (Accident, Medical, Breakdown, Behavioral).
• Submit the report within 24 hours.
• Cooperate with any internal or external investigation.

All JD Transportation staff will be trained on:

• First aid & CPR (certified)
• Defensive driving
• Passenger emergency handling
• Fire extinguisher use
• Reporting protocols

Quarterly safety drills will be conducted to reinforce emergency preparedness.