From spreadsheets and email threads to one operations platform.

An NEMT broker — a brokerage that coordinates Medicaid-funded medical transportation between health plans, members, and a network of transportation providers — was running their operations the way most brokerages do at small scale: spreadsheets for trip dispatch, email threads for provider assignments, paper or PDF forms for reimbursement claims, and credentialing tracked in a separate document somewhere. The compliance footprint was growing — HIPAA, 42 CFR 455 credentialing, state Medicaid documentation — and the brokerage was stretching the limits of what a small operations team could hold together by hand.

We built their entire operations platform from scratch. Trip dispatch with a 9-step status workflow and a queue that surfaces unassigned and rejected trips, with mobility-type matching so the right vehicle gets sent to the right member. A provider directory with 13 tracked credential types — license, COI, background screen, drug screen, OIG/SAM exclusion lists — each with their own status and verification workflow. Recurring "standing orders" so weekly dialysis runs auto-generate trips. Reimbursement forms (Medicaid Trip, Provider Invoice, CMS-1500) flowing through a draft → submitted → under review → approved/denied → paid pipeline. Complaint tracking, audit log, dashboard analytics, role-based access. Every PHI field encrypted at rest. Every PHI access logged.

The brokerage now runs entirely on one platform — 11 modules, one login, one source of truth. The operations team stopped reconciling spreadsheets and started running their business through software. And the system was HIPAA-ready from day one — encryption, audit trails, role-based access, BAA-signed infrastructure — not bolted on later when the brokerage tried to scale.