Jennifer is a lucky mom of a rambunctious 8-year-old boy. Keeping up with him and her 7-month-old puppy keeps her busy and young at heart. She is a huge college basketball fan and enjoys nearly every sport. As an avid reader, Jennifer enjoys some peace and quiet when she can achieve it. With a master’s degree in computer information systems, she’s in a job role she loves and couldn’t imagine doing anything else with any other company!
I am the Application Support Team Lead for TripSpark Medical. My day-to-day job is to ensure our clients are receiving top-notch support for their TripSpark Medical products. On any given day, I’m handling incoming calls, working on escalated items, teaming up with a customer to address any pain points they are having, or working internally with our amazing TripSpark team to continually improve our products. My job provides me the opportunity to work alongside our incredible clients in all facets of the business.
When I joined the TripSpark Medical team, I’d had nearly 15 years in transit and transportation technology. I wanted to find a place to call my work home. TripSpark is a family of unique individuals who always take time out to assist our customers as well as each other. We work well together and there are no “funnels”. When help is needed, it is received.
I find that here in the United States at least, there are ever-changing requirements and funding available based on the location of the provider themselves as well as with every fluctuating government regulations. With changes in funding we are always trying to use our TripSpark Software to assist our customers in finding most cost-efficient ways to provide excellent service to their ridership.
Our software is so uniquely customizable and designed to work with the NEMT industry as a whole. Is there a piece of information you wish to track, and we don’t have that currently? Add it! You have a new contract with unique requirements? We can help! Our Customer Care team is always providing training as part of your maintenance and your upgrades of software are also included as part of your software maintenance. I’m fortunate to have an amazing team of customer care analysts who all have a background in IT and the NEMT industry.
I find that many of our customers just assume that our software cannot handle the problem they need to resolve, and I’d like to change that line of thinking. Often, I’ll be on the phone with a customer who says, “I wish your software would do X, Y, Z”. I always enjoy showing them exactly how our applications can solve their current issue!
In the Customer Care team, we are seeing evolving scheduling needs as a result of the pandemic. Many clients are setting up single passenger rides instead of ridesharing, while others are scheduling time in between each trip for a full clean and disinfect of the vehicle. One very popular change is increased use of home delivery and using our software to schedule those trips as well. Yes, we can do that! Every area is unique in its requirements but we in Customer Care are here and helping to coach customers on how they can utilize our software to change with the times. Again, with customizability and flexibility of our software, we are here to help!
I remain hopeful that our NEMT world will continue to thrive. Here in the United States, there are so many changes to regulations and funding that the market will always be changing. Post COVID-19 I believe that providers will see a shift in the types of service they provide. I believe that there will be more in-home services provided and scheduled in the near future.