Meet Andrew Rivas - Client Services Manager for TripSpark Medical



Meet Andrew Rivas - Client Services Manager for TripSpark Medical
Andrew has been working in the transportation world for more than 20 years after graduating from electrical engineering at the University of Calgary in 2000. He loves camping, hiking, skiing, skating, the outdoors, and spending time with his family. He is pretty handy and loves to learn new things and figure things out whether at work or around the house.

1.     What do you do at TripSpark? 

I am the Client Services Manager for TripSpark Medical. I work daily with a highly dedicated Deployment and Customer Care team that provide top notch service to our customers. I also work daily with the Leadership team to figure out our long-term strategy to help grow our service offerings and solutions for our customers. The industry that we are working in is highly competitive and evolving rapidly which requires our entire team to be both very responsive and adaptable.

2.     What motivates you to wake up and go to work?

Every day represents a new challenge and due to our competitive and evolving marketplace, our business and our decisions must keep up with that. The people that I work with are amazing – they always put our customers first and make the best recommendations they can. Putting these recommendations in to practice takes planning, time, patience, and persistence along with agility, which our team consistently provides.   

3.     What has been one of your proudest moments working with health transportation technology at TripSpark?

I am very proud of how our team has pulled together with our partners and customers during the COVID-19 reality. They continue to function and engage in a very productive manner. For many years, we have been working on tactics and strategies to reduce our reliance on travel and to embrace remote learning and interaction technologies.   
 
It is important to note that there is no substitute for direct in-person engagements in some situations since the human touch cannot be replaced. However, the new reality forces us all to adapt and we have been able to do so quickly because it is something we have been working on for a very long time. What also makes me especially proud is that many of the changes we have adopted are the result of direct experience from customer facing resources who have provided invaluable feedback, recommendations, and guidelines as to what can be done well remotely and what should be done onsite. This has really come through for us in 2020, especially for customers who have had projects in progress or starting while much of the population has been operating under stay in place orders. 

4.     What distinguishes TripSpark from other NEMT software providers?

TripSpark products are highly customizable which provides customers a lot of options. We have many customers that require more straightforward configurations that we are endeavoring to hone. This will allow them to quickly build an easily deployable foundation with our products and build upon it as their business grows. 
 
We also have very sophisticated customers who require the broad range of functionality that our products offer and often require additional development. Being able to offer this broad spectrum of services provided by a highly dedicated and skilled Development and Client Services team gives TripSpark an advantage. 

5.     Given the current situation, what advice would you give to NEMT providers and brokers?

COVID-19 has reenforced the importance of being able to perform operations digitally and remotely. This means it is paramount to go as paperless as possible, reduce as many direct person to person interactions as possible, and be able to operate in a virtual world as much as possible. Our technology and processes have been developed over many years with this in mind for many reasons but have now become extremely valuable during this period of time. Examples from a solutions standpoint are Notifications, Passenger Portal, downloadable applications, etc.  From a services standpoint, remote training and simulators are highly effective. NEMT providers and brokers need to embrace this new reality for the foreseeable future. They can do so by adopting technologies that make it possible and should look to work with a team that has years of experience doing so. TripSpark has both the technology and people capable to accomplish this.   
 
Get to know more of the TripSpark Medical Team:
Steve Dewis – General Manager
Kris Lyon - Senior Manager of Business Development
Joe Tovar – Senior Product Manager
Jennifer Crow – Application Support Team Lead 
 


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