Monthly operations report for a NEMT owner: trips, on-time, money, and problems on one page
Overview
A NEMT monthly operations report puts last month on one page: completed trips by payer and level of service, on-time pickups and the main late reasons, missed trips, no-shows and late cancellations, driver hours and overtime counted by workweek, revenue per vehicle hour, unbilled trips, denials and days in A/R, incidents and complaints, and up to three fixes for the coming month.
On this page
How to use the report
Fill in one page in the first week of each month, from your records, with last month beside it, and finish with no more than three fixes. The formulas behind each measure are in our guide to NEMT KPIs, which also has a weekly scorecard for steering the week. This page is the monthly view: fewer of the numbers dispatch watches every day, more on money, drivers, and problems that need the owner.
- Same layout every month. A number only means something next to last month’s.
- Records, not memory. Every line traces to a log, a timecard, or a billing record. The next section lists which.
- Date anything still moving. Cash collected and open denials change after month end; note the day you pulled them.
- Compare against the plan. If you keep an operating budget, put the month’s budgeted trips and revenue in the margin.
Facilities you serve get a different page built from their own rides only: the monthly facility transportation report.
The report
Header
| Item | Entry |
|---|---|
| Company | |
| Month | |
| Prepared by, and date | |
| Vans in service | |
| Drivers on the roster | |
| Operating days |
1. Trips
| Measure | This month | Last month |
|---|---|---|
| Completed legs, total | ||
| Broker 1 (name) | ||
| Broker 2 (name) | ||
| Health plans billed directly | ||
| Facility accounts | ||
| Private pay | ||
| Ambulatory | ||
| Wheelchair | ||
| Stretcher | ||
| Will-call returns |
2. Service
| Measure | This month | Last month |
|---|---|---|
| On-time pickups (inside each payer’s window) | ||
| On-time appointment arrivals | ||
| Late pickups: earlier trip ran long | ||
| Late pickups: traffic or route | ||
| Late pickups: rider not ready | ||
| Late pickups: driver late to shift | ||
| Late pickups: booking or dispatch error | ||
| Longest will-call wait (minutes) | ||
| Missed trips (no vehicle came) | ||
| Rider no-shows | ||
| Late cancellations |
3. Drivers and vans
| Measure | This month | Last month |
|---|---|---|
| Driver hours worked | ||
| Overtime hours (hours over 40 in each workweek that ended this month) | ||
| Drivers hired | ||
| Drivers who left | ||
| Vehicle service hours | ||
| Trips per vehicle hour | ||
| Van days out of service | ||
| Daily inspections that found a defect |
4. Money
| Measure | This month | Last month |
|---|---|---|
| Revenue billed, broker 1 | ||
| Revenue billed, broker 2 | ||
| Revenue billed, health plans | ||
| Revenue billed, facilities | ||
| Revenue billed, private pay | ||
| Revenue per vehicle hour | ||
| Completed trips not yet billed (count, and oldest trip date) | ||
| Claims or invoices denied (count and amount) | ||
| Top denial reason | ||
| Days in A/R | ||
| Cash collected (date pulled) |
5. Problems
| Measure | This month | Last month |
|---|---|---|
| Crashes | ||
| Rider falls or injuries | ||
| Driver injuries, and how many went on the OSHA 300 log | ||
| Complaints received | ||
| Complaints closed | ||
| Complaints still open | ||
| Broker or payer findings received | ||
| Drivers scheduled with a lapsed credential |
6. Next month
| Fix | Owner | Due | How we will know it worked |
|---|---|---|---|
Where each number comes from
Each line comes from a record you already keep. If a line has no record behind it, that gap is the first fix.
- Trips, times, and no-shows. The trip log, one line per leg, with scheduled and actual times and recorded no-show waits.
- Late reasons. The dispatch log, where dispatch records late alerts and what caused them. Without a reason on each late trip, section 2 is guesswork.
- Driver hours and overtime. Timecards, totaled by workweek.
- Van downtime and defects. The maintenance log and the daily inspection sheets.
- Revenue, unbilled trips, and cash. Invoices, claims, and deposits, by payer.
- Denials. The claim denial log, which also gives the top reason.
- Days in A/R. Receivables at month end against average daily revenue; the days in A/R calculator does the math.
- Incidents and complaints. Incident reports and the complaint log.
Three lines that follow outside rules
Overtime, injuries, and unbilled trips are each counted under a rule of their own. The report needs one number from each, counted the right way, and each rule has a page that explains the rest.
- Overtime is counted by workweek. Under 29 CFR 778.104, each workweek stands alone and hours are never averaged across weeks, so an employee driver who works 30 hours one week and 50 the next is owed overtime for the 10 hours over 40 in the second week, even though the average is 40. A workweek is a fixed 168-hour period that can begin on any day and hour (29 CFR 778.105), so a month splits weeks. Count the overtime of each workweek that ended in the month. The driver overtime guide covers the exemptions and which hours count.
- Driver injuries come from the OSHA log. Report the number of injuries and how many were entered on the OSHA 300 log, which each recordable case reaches within 7 calendar days of learning about it (29 CFR 1904.29). The OSHA guide for NEMT companies covers who must keep the log and when a death or hospitalization has to be reported.
- Unbilled trips run against a deadline. For Medicaid fee-for-service, 42 CFR 447.45(d) has each state require claims no later than 12 months after the date of service, and a broker contract or plan can allow less. That is why section 4 asks for the oldest unbilled trip, not just the count. The timely filing limit entry lists real limits and what happens after the deadline.
Reading the page
The value is in reading lines together. Two examples from a made-up six-van month with about 1,250 pickups:
- On-time fell from 94% to 91% while trips per vehicle hour rose from 1.05 to 1.18, and overtime went from 24 to 61 hours. Of 112 late pickups, 70 were marked “earlier trip ran long.” The drivers did not slow down; the schedule got tighter and the same people covered it. The fix belongs in the schedule: more time between back-to-back trips on the busiest days, or another shift.
- Revenue billed rose 8%, cash collected stayed flat, and days in A/R went from 34 to 41. The denial line shows the top reason was a missing signature. The fix belongs at the driver’s last step of the trip, and the cash will follow a month or two later.
When a line moves the wrong way two months running, it goes into section 6 with a name next to it. Our on-time performance guide has the measurement rules behind section 2.
Pulling the month from HealthRide
HealthRide’s five reports (performance overview, trip log, on-time performance, payer summary, and driver activity) give you the trip, on-time, driver-hours, and revenue-by-payer lines of this page without a spreadsheet. In the trip log, each leg shows its scheduled and actual times and its GPS-recorded miles, which makes the late-pickup count in section 2 quick to pull. See reports.
Frequently asked questions
- How soon after the month ends should the report be filled in?
- In the first week of the next month, once the month's trips are closed and billed. Earlier than that, the billing lines are incomplete; much later, the fixes start late. Some figures keep moving after month end, such as cash collected and open denials, so write the date you pulled them next to the number.
- How is driver overtime counted on a monthly report?
- By workweek, never by month. Federal overtime rules treat each workweek on its own and do not allow averaging hours across weeks, whatever the pay period. A workweek is a fixed 168-hour period that can start on any day and hour, so months rarely hold whole weeks. Total the hours over 40 for each workweek that ended in the month, and keep that rule every month.
- Do driver injuries belong on this report?
- Yes, as a count, with a note on whether each one went on the OSHA 300 log. A company with more than 10 employees at any time in the last calendar year keeps OSHA injury records, and ground passenger transportation is not on OSHA's list of partially exempt industries. Each recordable case goes on the log within 7 calendar days of learning about it.
- How is this different from a weekly KPI scorecard?
- A weekly scorecard steers the next few days: on-time, will-call waits, missed trips, and trips per vehicle hour. The monthly report adds what moves more slowly and needs a decision: revenue and cash by payer, denials, driver hours and turnover, van downtime, incidents, and broker findings. Keep both, and make the monthly one end with named fixes.
- Should I send this report to brokers or facilities?
- No. It shows your margins, your payer mix, and your problems, and it is written for the people who run the company. A facility should get a separate report limited to its own rides. Brokers score you with their own data, so answer their scorecards and findings directly.
- How old can an unbilled trip get before it is lost?
- Each payer sets its own clock. For Medicaid fee-for-service, 42 CFR 447.45(d) has every state set a filing limit no longer than a year from the ride, and broker contracts and health plans often allow less. Put the oldest unbilled trip for each payer on the report and check it against that payer's limit every month.
