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Edward Hoffman is senior vice president for mobility product and solutions at Modivcare.
Healthcare access in Maine extends beyond hospital walls and clinic doors — it depends on ensuring people can reliably reach their appointments. Non-emergency transportation (NET) services connect thousands of MaineCare members to the medical care they need, whether for managing chronic conditions, receiving specialized treatments, or maintaining wellness through regular checkups.
This system works because of strong partnerships. The state, healthcare providers, transportation companies, and NET brokers work together to deliver safe, reliable, and accessible care. Partnering every day with our Maine based operations team, I see firsthand how critical these partnerships are to meeting the healthcare needs of MaineCare members in communities across the state.
We take our responsibility as a good partner to MaineCare deeply to heart. That responsibility is straightforward: ensure MaineCare members reach their appointments on time, every time. We measure success through metrics that matter — on-time arrivals, trip completion rates, wait times, and member satisfaction. Meeting and exceeding these critical performance standards requires rigorous operational discipline, real-time coordination, and accountability at every level.
Our transportation management platform uses real-time data to optimize routing and reduce wait times. When issues arise, our 117 local employees work to resolve them quickly. But technology alone doesn’t deliver results — strong relationships with our rigorously vetted network of local transportation providers across Maine is essential. We work closely with these partners to maintain high performance standards, make certain each has proper licensing and insurance, and ensure each passenger is treated with respect and dignity.
Fiscal responsibility is inseparable from quality service. With a heightened focus on marrying safe, high-quality, timely services with ongoing cost elimination efforts, Modivcare remains vigilant to uphold our responsibility to Mainers to protect precious state resources. Our fraud, waste, and abuse mitigation procedures are designed to protect Maine taxpayers while ensuring services are delivered efficiently and appropriately.
The company takes MaineCare compliance requirements seriously. Background checks are performed on all transportation providers and data analytics systems flag unusual utilization patterns for immediate investigation.
When providers fall out of compliance or engage in activity that violates the rigorous standards applied by Modivcare and MaineCare, we take swift corrective action, including suspension or termination from our network. We work closely with MaineCare and other state authorities to report suspected fraud and recover improperly spent funds. These aren’t just policies — they’re active commitments that protect program integrity and taxpayer dollars.
At Modivcare, we regularly report detailed performance metrics to MaineCare and engage with key stakeholders to discuss our operational performance. Transparency about how taxpayer dollars are spent and the effectiveness of our services are essential.
Accountability also means listening to member feedback and addressing complaints promptly. Every complaint we receive is an opportunity to improve our performance. For each complaint we receive, we provide a written and verbal response to ensure all details and resolution are documented for future improvement. We review each complaint carefully to identify systemic issues and identify the root cause. One complaint is one too many and we take each complaint seriously by implementing corrective measures holistically to benefit everyone who uses our services.
Being a good partner to the State of Maine by delivering reliable NET services requires unwavering focus on four priorities: exceptional service to MaineCare members, rigorous oversight to protect taxpayer and State resources, strong partnerships with local transportation providers who share our commitment to quality and compliance and deep connections with the providers and facilities that care for the people we are privileged to serve.
By ensuring reliable, safe, and cost-effective transportation services, we help thousands of Mainers access the care they need while honoring our responsibility to the taxpayers and state officials who entrust us with this work. We are committed to continuing to meet Maine’s standards and strengthening the partnerships that make this system work, helping more Mainers get the care they need to thrive, one ride at a time.
