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Customer service is a top priority for ALC’s employees and associates. The company’s Customer Service Center (CSC) is open 24 hours a day, 7 days a week, 365 days a year. And in an industry where on-hold times are measured in minutes, ALC averages less than 11 seconds per call.

To meet the unique needs of healthcare programs across the United States, ALC’s reservations staff is multi-lingual and specifically trained in the administration of health plan Transportation Benefits. The ALC reservations process can be easily customized to meet a healthcare program’s requirements. For example, member calls can be directed to operators who are dedicated to answering calls and gathering data on behalf of your specific healthcare organization.

ALC’s reservation specialists confirm member eligibility and monitor the number of trips taken by the member to ensure program benefits are not exceeded. With more than 100 agents available at any given time, as well as online reservation capabilities, ALC not only improves the quality of service, but also makes it easier for your members to utilize their transportation benefits.

ALC’s passenger-centric dispatch technology was developed with the end-goal of delivering quality, safe, reliable and on-time transportation services.

To accomplish this, ALC’s dispatch specialists first determine the requirements of the member, then they assign the correct vehicle, equipment and driver to meet the member’s unique transportation needs.

ALC’s dispatch technology establishes the most optimal route and then performs systematic, real-time route optimization to adjust to road closures, weather and traffic conditions; and any other unpredictable events. We can react quickly and can handle same-day service, providing the right vehicle at the right time at the right place.

Our proprietary route optimization and GPS-based dispatching technology, used in conjunction with the vehicle’s mobile data terminal, supports minute-by-minute agility, pin-point accuracy and ultimate responsiveness in routing, dispatching, tracking and compliant reporting.

ALC’s turnkey model offers the flexibility to transport any qualifying member requiring nonemergency medical transportation, whether they require ambulatory, wheelchair, or gurney service. ALC accomplishes this by “right sizing the vehicle.” Partnering with certified local for-hire transportation service providers, ALC ensures that the appropriate vehicle is available to meet the needs of the organization and its members, whether it is a sedan, wheelchair accessible van, litter van or ambulance.

We are not a broker. The difference is that when incorporating non-dedicated vehicles, we maintain direct relationships with local, for-hire transportation service providers and offer real-time dispatch to meet the immediate needs of your customers.

When high-quality, reliable transportation is provided by a healthcare organization, the overall cost of healthcare can be reduced because members are able to better access the healthcare services that keep them well, including regular visits to their physician for check-ups, vaccines and other preventive care. It’s a win-win solution for healthcare organizations and their members.