Stop Doing Manual Routing: Teya Miles Shares the Roadmap to NEMT Success

Building a successful NEMT business requires more than just a van and a driver. It requires a shift from manual labor to smart systems. Teya Miles, known online as That NEMT Girl, recently joined the NEMT Platform podcast to share her journey. She started in 2019 after relocating to Atlanta from Baltimore. Since then, she has transformed from a frustrated property manager into a leading industry coach and business owner.

Her story offers a roadmap for anyone looking to enter or scale in the non-emergency medical transportation space. Here is the breakdown of her experience and her specific advice for modern providers.

The Spark of an Idea

Teya did not plan to enter the NEMT industry. While working as a property manager for a senior living complex in Atlanta, she noticed a recurring problem. Residents sat in the lobby for hours with frustrated expressions. When she asked what they were waiting for, they told her they were waiting for their ride.

She watched specialized vans pull up to the curb. She saw drivers help passengers in wheelchairs into vehicles. She researched the acronym on the side of the vans and discovered the world of Non-Emergency Medical Transportation.

Teya began studying the business while still at her desk. Her focus on this new venture eventually led to her being fired from her property management job. She took this as a sign to go all in. She used the money she had saved for a vending machine business to launch her NEMT company instead.

The Cost of Manual Operations

In the early days, Teya managed everything manually. This approach led to significant burnout and financial loss. She spent three hours every night routing trips for the following day. She used Google Maps or Map Quest to plot points, typed them into emails, and sent them to drivers.

Manual routing created several specific problems:

• Time Poverty: Spending three hours on paperwork meant three hours lost for business development.
• Wasted Payroll: Drivers received pay for trips that were canceled because the office could not notify them in time.
• Deadhead Miles: Without optimized routing, drivers often crossed paths or drove across town unnecessarily, wasting gas and increasing vehicle wear.
• Human Error: Manual entry leads to mistakes in pickup times or addresses.

Teya realized that she was a bottleneck in her own business. She could not grow because she was stuck in the daily grind of dispatching.

The Role of Technology in Scaling

The turning point for Teya came when she integrated NEMT Platform into her workflow. The transition from manual to digital management changed her business in three specific ways.

1. Time Recovery

The three hours she previously spent on routing dropped to 30 minutes. Today, with advanced features, that task takes her about 10 to 15 minutes. This reclaimed time allowed her to focus on high-level management rather than micro-tasks.

2. Team Structure

Freeing up her time allowed her to see where she needed to delegate. She grew from zero dispatchers to a team of two. She hired a team manager to act as a buffer between her and the drivers. Teya emphasizes that if an owner stays in the middle of every daily fire, the business cannot scale.

3. Financial Retention

Automated dispatching and real time communication helped her maintain more revenue. When a client cancels, the system alerts the driver immediately. This prevents the company from paying for "free money" trips where no revenue is generated.

Why Compliance is the New Currency

Teya identifies compliance as the most critical factor for NEMT success in 2026. Technology is not just about convenience; it is about protection.

If a facility claims a patient with dementia is missing, they will look to the transport provider first. If you use a professional platform, you have an exact digital timestamp of the pickup and drop off. You have GPS data showing exactly where the vehicle was at 2:15 p.m.

Documentation is your only defense in an industry where the customer is often assumed to be right. Skipping technology to save a few dollars a month puts your entire business at risk. One lost contract due to poor documentation costs far more than a software subscription.

Exploring AI with Olivia

A major highlight of the podcast was the live demonstration of Olivia, an AI voice bot integrated into the NEMT Platform. Olivia handles calls, schedules rides, and modifies existing trips without human intervention.

During the live test, Teya called the bot to book a ride. The interaction followed these steps:

1. Identification: Olivia asked for a phone number and name.
2. Details: The bot collected the pickup address, destination address, and appointment time.
3. Logic: When Teya asked for a 1:00 p.m. pickup for a 2:00 p.m. appointment, Olivia confirmed the adjustment.
4. Service Level: The bot offered options for ambulatory, wheelchair, or stretcher service.
5. Confirmation: Olivia summarized all details and successfully created the trip in the system.

Teya noted that this tool is a massive asset for owner operators. Many new providers start as the driver and the dispatcher. Answering calls while driving is unprofessional and dangerous. It sounds bad to the client when they hear wind or road noise. Olivia acts as a 24/7 administrative assistant that can handle 20 calls simultaneously in 35 different languages.

Practical Advice for New Providers

Teya Miles offers specific steps for those starting their NEMT journey today.

Build a Technology Budget

Do not wait until you have ten vans to get software. Many new providers claim they do not have the money for technology. Teya argues that you are losing money every day you do not have it. You must spend money to make money. Factor the cost of a routing and dispatching platform into your initial startup costs.

Focus on Professionalism

If you want private pay or facility contracts, you must look the part. Using an AI bot or a professional dispatch system makes a one person operation look like a regional powerhouse. This builds trust with healthcare facilities that require reliability.

Learn the Verbiage

If you do not come from a healthcare background, spend time learning the industry language. Understand the difference between bariatric and standard transport. Know the dimensions of your vehicle doors. Understand why a client might need a long cut versus a short cut. Being the owner means you must be the most informed person in the room.

Plan for the Future

The industry is moving toward full automation. NEMT Platform is launching features that allow owners to manage entire fleets from a mobile phone. Dispatching that once took hours will soon take seconds. Stay updated on these tools so you do not get left behind by competitors who use them.

Final Thoughts

Teya Miles started with a single observation in an apartment lobby. She turned that observation into a fleet and a coaching career by embracing the tools that others ignored. Her message is clear. Stop doing everything yourself. Use technology to reclaim your time, protect your business with data, and scale your operations.

You can follow Teya’s journey and access her coaching resources at https://www.theenemtgirl.com/ or find her on social media @thatnemtgirl.