# NEMT Broker Scorecards in 2027: What Brokers Measure and How Each Number Is Counted

Canonical URL: https://nemtguide.com/guides/nemt-broker-scorecards/ · Updated 2026-09-29

A NEMT broker scorecard is the report a broker keeps on your company: on-time pickups, provider no-shows, turnbacks, substantiated complaints, GPS tracking, and claim errors, each as a share of your trips. MTM Health's Virginia handbook (August 2026), for example, wants more than 95 percent on time and under 0.25 percent no-shows. Your scores shape your trip volume, bonuses, and penalties.

- Most scorecard measures are a percent of your trips, so learn what goes on top and what goes on the bottom of each one.
- Definitions differ: which leg counts for on time, whether a refused trip counts as a no-show, and which trips are left out.
- MTM Health scores ten measures in Rhode Island in green, yellow, and red bands, from late trips under 4.99 percent to GPS tracking above 90.01 percent.
- Small fleets feel every event. At 400 completed trips a month, one substantiated complaint already misses Virginia's 0.1 percent line.
- Keep your own count and dispute errors in writing, fast. WellTrans gives 10 days' notice before it charges damages, and MART takes appeals within 10 days.

Every trip you run adds a line to a report the broker keeps on your company. Brokers call it a scorecard, a performance report, or a set of performance metrics. It decides how many trips you are offered, whether you earn a bonus, and when penalties start. This guide covers what goes on it and how each number is worked out, so you can check it yourself.

## What a broker scorecard measures

MTM Health's provider handbooks set out a full scorecard. Its Virginia handbook (approved August 10, 2026) sets one standard for each measure. Its Rhode Island handbook (last updated July 1, 2026) grades the same measures in green, yellow, and red bands. A field monitor in Virginia, and a vendor account manager in Rhode Island, reviews each one with you regularly.

| Measure | What it counts | Virginia standard | Rhode Island green | Rhode Island red |
|---|---|---|---|---|
| Timeliness | Pickups inside the window (Rhode Island counts the late share) | On time above 95% | Late under 4.99% | Late 7% or more |
| Vendor no-shows | Assigned trips you failed or refused to complete | Under 0.25% | Under 0.29% | 0.5% or more |
| Complaints | Substantiated complaints against completed trips | Under 0.1% | Under 0.09% | 0.5% or more |
| Miles vs. minutes | Trips whose recorded miles and time cannot both be right | Under 0.99% | Under 0.99% | 1.99% or more |
| Overlapping claims | One driver in two vehicles, or two drivers in one vehicle, at the same time | Under 0.99% | Under 0.99% | 1.99% or more |
| Incorrect information | Claims with missing or wrong information, against claims paid | Under 0.99% | Under 0.99% | 1.99% or more |
| Denied claims | Claims denied (Rhode Island: for uncredentialed drivers or vehicles) | Under 0.29% | Under 0.29% | 5% or more |
| GPS compliance | Trips tracked by compatible GPS | Above 90.01% | Above 90.01% | Under 75% |
| Turnbacks | Assigned trips handed back | Under 0.5% | Under 3.99% | 7% or more |

Rhode Island also scores missing information on claims, with the same bands as incorrect information.

Other brokers publish shorter lists:

| Broker | Standards |
|---|---|
| SafeRide Health (as of September 2026) | A 100% ride response rate, 95% ride acceptance, 95% on time, complaints under 1%, and kickbacks under 5% |
| MediTrans, Louisiana (as of September 2026) | On time 95% or higher, trip completion 98% or higher, member complaints under 2% of trips, and provider-caused no-shows under 1% |
| WellTrans, Indiana (October 16, 2025) | Charges start once more than 1% of a month's pickups or drop-offs are late. Reroutes stay at or under 15% a month. |
| MART, Massachusetts (July 1, 2025) | Complaints under 1% of scheduled trips |

For the plan to raise these numbers, see [how to get more NEMT broker trips](https://nemtguide.com/guides/get-more-broker-trips/).

## How each number is counted

Each score is a fraction. The trips that count against you go on top, and the trips that count at all go on the bottom. The same late trip can score differently at two brokers because they draw the top and the bottom differently. Ask each broker for its definitions in writing before you compare yourself to its target.

### On-time pickups

**On-time rate = pickups inside the window ÷ pickups counted × 100**

The window is the first thing to learn:

- **MTM Health, Virginia.** From 15 minutes before to 15 minutes after the scheduled pickup, on the first leg of the trip only. The rider must also be dropped off no later than the appointment time.
- **MAS, New York.** At the scheduled time, or up to 15 minutes before or after (network manual, October 1, 2023).
- **MTM Health, Rhode Island.** More than 15 minutes off the stated time is not timely service, and the driver does not have to wait more than 10 minutes after the scheduled pickup (handbook, July 1, 2026).

Returns and appointment arrivals are often separate measures. MTM Health in Virginia requires a will-call van within 45 minutes of the call. Florida holds its Medicaid health plans to 90 percent of scheduled return pickups within 30 minutes of the scheduled time (contract update July 1, 2026). North Carolina requires vendor contracts to keep late drop-offs, past the member's appointment time, to no more than 5 percent a month (policy amended January 1, 2025). See [pickup window](https://nemtguide.com/glossary/pickup-window/) and [how to improve on-time performance](https://nemtguide.com/guides/improve-nemt-on-time-performance/).

### Provider no-shows and missed trips

The name changes by broker, and so does the definition:

| Source | What counts as a provider no-show or missed trip |
|---|---|
| MTM Health, Virginia | Failure or refusal to complete assigned trips |
| Rhode Island contract with MTM | Failure of a provider to pick up a member as scheduled by the broker |
| CareOregon (February 2024) | A verified report from a member, caregiver, facility staff, or others that the provider failed to arrive |
| Florida health plan contract | A scheduled trip for which the transportation provider failed to pick up the enrollee |
| Texas NEMT handbook | A trip when the provider fails to show up for a scheduled pickup or return |

The bottom of the fraction differs too. Rhode Island's contract measures provider no-shows against all trips scheduled with a confirmation number each month, with a limit of 0.20 percent. Florida measures missed trips against transportation requests, with a limit of 0.2 percent. North Carolina counts vendor no-shows across the whole contract year, capped at one quarter of one percent.

Some trips are left out. CareOregon may excuse a no-show caused by an accident or a sudden vehicle problem, and unusual weather or traffic that affects all vehicles is not held against you. Member no-shows are handled separately and are not counted against providers. A late trip can still turn into a no-show: MTM's standard agreement says that if your late pickup or drop-off means the member cannot be seen, you may be charged a provider no-show penalty or not be paid.

Indiana's monthly report shows how a missed trip is split by cause. In May 2026, Indiana's fee-for-service program, run by Verida, recorded 66 legs as provider no-shows (0.2 percent of scheduled rides), 20 as provider too late (0.1 percent), and 340 where no provider was assigned (1.0 percent). Member no-shows were a separate 234 legs. See [missed trip](https://nemtguide.com/glossary/missed-trip/).

### Turnbacks, response, and acceptance

A turnback counts when you hand back a trip that was already yours:

- **MTM Health, Virginia.** Turning back or returning an assigned trip, held under 0.5 percent.
- **Rhode Island.** Green under 3.99 percent, yellow from 4 to 6.99 percent, red at 7 percent or more. The state's contract defines a turn-back as a provider refusing to run a trip within the broker's timeframe, and says it is not counted as a provider no-show.
- **WellTrans.** No more than 15 percent of your trips in a month, with $200 charged for each percentage point above.
- **Indiana.** The state report splits sendbacks into those made more than 48 hours ahead and those made within 48 hours. In May 2026, providers sent back 11.50 percent of assigned trips, and 419 of the 1,965 came within 48 hours.

SafeRide Health scores the offer itself: a 100 percent ride response rate and 95 percent ride acceptance, with kickbacks under 5 percent. Ask your network vendor manager exactly which offers count toward each rate.

Completion rates look at the trips you kept. Texas holds its health plans to completing 99 percent of trips that were assigned and accepted, leaving out member cancellations and member no-shows. MediTrans asks for 98 percent or more. For deadlines and how to hand trips back, see [NEMT broker trip offers](https://nemtguide.com/guides/broker-trip-offers/).

### Complaints

**Complaint rate = substantiated complaints ÷ completed trips × 100**

That is MTM Health's Virginia formula, with a standard under 0.1 percent. Under 0.1 percent means fewer than 1 substantiated complaint for every 1,000 completed trips. Other brokers use a different bottom line. MediTrans counts member complaints against all trips, under 2 percent. MART counts complaints against scheduled trips, under 1 percent.

States report complaints the same way. Wisconsin's May 2026 report shows a complaint-free rate of 99.84 percent, comparing substantiated complaints with the 301,246 trip legs completed that month. Rhode Island's contract holds MTM to a complaint-free rate of at least 99.9 percent on trips to dialysis, cancer treatment, and substance use disorder providers. See [NEMT broker complaints](https://nemtguide.com/guides/broker-rider-complaints/).

### GPS, trip data, and claims

These measures check that your records hold together. MTM's Virginia handbook calls miles against minutes a fraud, waste, and abuse measure.

- **GPS compliance** is the share of trips tracked by compatible GPS. Virginia wants more than 90.01 percent. Rhode Island turns red below 75 percent.
- **Miles vs. minutes** compares the recorded trip time with the trip miles. On a trip of 50 miles or less, the test is whether the minutes plus 7 are fewer than the miles. On a longer trip, it is whether the average speed works out above 85 miles an hour.
- **Overlapping claims** catch one driver shown in two vehicles, or two drivers in one vehicle, at the same time.
- **Incorrect information** counts claims sent with missing or wrong details, against all claims paid.
- **Denied claims** count claims the broker would not pay.

Three examples of the miles test, using the handbook's rule:

| Recorded trip | The check | What it means |
|---|---|---|
| 30 miles in 20 minutes | 20 + 7 = 27, fewer than 30 miles | Counted, about 90 miles an hour |
| 30 miles in 25 minutes | 25 + 7 = 32, more than 30 miles | Passes |
| 60 miles in 40 minutes | 60 ÷ 40 × 60 = 90, above 85 | Counted |

Have drivers mark each pickup and drop-off at the door, when it happens, so the recorded times match the miles. See [NEMT trip documentation](https://nemtguide.com/guides/nemt-trip-documentation/) and [NEMT broker audits](https://nemtguide.com/guides/nemt-broker-audits/).

### Credentials

Some scorecards check your paperwork directly. Texas holds its health plans to 99 percent of trips in vehicles that meet federal, state, and local rules, and 99 percent of drivers meeting every credentialing and screening requirement. In Rhode Island, MTM asks for renewals at least 10 business days before a credential expires. If one is not in at least 5 days before, trips tied to that company, driver, or vehicle may come off your manifest on the expiration date. MTM's Virginia infraction system adds 2 points for each expired driver or vehicle credential used.

## Score your own month: a worked example

Here is one month for a hypothetical small company, scored against MTM Health's Virginia standards and Rhode Island bands. The counts are examples. The handbooks do not say what goes on the bottom of every measure, so this example uses assigned trips for turnbacks and no-shows.

| Measure | Your count | Your score | Virginia | Rhode Island |
|---|---|---|---|---|
| Late pickups | 14 of 400 pickups | 96.5% on time, 3.5% late | Meets above 95% | Green |
| Turnbacks | 6 of 420 assigned trips | 1.43% | Misses under 0.5% | Green |
| Vendor no-shows | 1 of 420 assigned trips | 0.24% | Meets under 0.25% | Green |
| Substantiated complaints | 1 on 400 completed trips | 0.25% | Misses under 0.1% | Yellow |
| GPS tracked | 362 of 400 trips | 90.5% | Meets above 90.01% | Green |
| Denied claims | 2 of 400 claims | 0.5% | Misses under 0.29% | Yellow, if for uncredentialed drivers or vans |

Small fleets feel each event. At this size, Virginia's lines leave room for:

- **No substantiated complaints,** because 0.1 percent of 400 is 0.4.
- **One vendor no-show,** since 2 of 420 is 0.48 percent.
- **Two turnbacks,** since 3 of 420 is 0.71 percent.
- **No more than 39 untracked trips,** because 361 of 400 is the least that clears 90.01 percent.

Work the same table each month from your own trip records, before the broker's report arrives. The NEMT KPIs guide shows how these numbers fit with the rest of your weekly figures.

## How brokers use your scorecard

**Trip volume.** Scores feed the offers you get. Rhode Island's contract lists a provider's quality of service, including complaints, on-time record, and driving safety, among the criteria for assigning trips. MART adjusts each provider's capacity based on performance, quality of service, and availability. SafeRide Health says providers receive volume based on capacity, service area, cost, and how well they meet service standards.

**Improvement plans.** MTM Health's handbooks say missing a measure can bring a performance improvement plan. CareOregon's manual lists what a corrective action plan must hold:

1. The factors behind the problem.
2. The person responsible for the fix.
3. The specific actions you will take.
4. A timeline with a deadline.
5. Any effect on members' access to care.
6. How the brokerage will monitor you so it does not happen again.

CareOregon may also limit your trips while you work on the plan. See corrective action plan.

**Capacity cuts.** MART spells out its steps when complaints pass 1 percent of scheduled trips:

| When | What MART does |
|---|---|
| First month over | A written warning and a performance review |
| Still over after the second month | A 60-day corrective action plan, with your trip capacity cut to 80% from the third month |
| Still over after that | Capacity cut to 50% of what you first submitted, from the fourth month |
| Still over at 50% | A full quality review, which can bring a 15 to 30 day suspension or termination |

Meeting the standard for 60 days restores your capacity one step.

**Money.** Brokers charge liquidated damages and take them from your payments. WellTrans charges $25 for each pickup more than 15 minutes late once over 1 percent of a month's pickups, $100 for each provider no-show, and $150 for each late arrival at a dialysis clinic. Charges the state places on the broker can pass down to you too: both MTM's standard agreement and WellTrans's agreement say so. Rhode Island's contract, for example, lets the state charge MTM $100 for each verified trip not delivered safely and on time, and $200 for a dialysis or cancer treatment trip.

**Bonuses.** MTM Health's Virginia program pays a quarterly bonus to providers at 95 percent on time or better. It is funded by liquidated damages collected across the network. See [how to improve on-time performance](https://nemtguide.com/guides/improve-nemt-on-time-performance/).

**Removal.** MTM's Virginia infraction points end a contract at 10 points. CareOregon lists chronic, unexcused lateness among the grounds for suspension or termination.

## Where the targets come from

Many of the numbers on your scorecard start in the broker's contract with the state or health plan.

When a state uses the federal NEMT broker option, the broker must have oversight procedures to monitor members' access and complaints, and to make sure rides are timely and transport staff are licensed, qualified, competent, and courteous. The broker is also subject to regular audits by the state ([42 CFR 440.170(a)(4)](https://www.ecfr.gov/current/title-42/chapter-IV/subchapter-C/part-440/subpart-A/section-440.170)). CMS adds that states should have ways to monitor performance and reduce no-show providers (SMD 23-006, September 28, 2023).

States then set the numbers:

| State | Standard for the broker or health plan |
|---|---|
| Rhode Island (MTM contract, effective July 1, 2025) | No more than 4% of trips late or missed in a month, with a root cause analysis and corrective plan in any month above. Turn-backs at or under 4% a month, and provider no-shows at or under 0.20%. |
| Florida (health plan contract, update July 1, 2026) | 90% of members on time to appointments, missed trips on no more than 0.2% of requests, 90% of first-leg pickups within 15 minutes, and no standing order member missing an appointment because of the transporter |
| North Carolina (policy amended January 1, 2025) | Vendor contracts must cap vendor no-shows at one quarter of one percent of trips a year, and late drop-offs at 5% a month |
| Texas (UMCM 16.4, effective August 1, 2021) | 99% of accepted trips completed, 95% of members arriving 15 minutes to 1 hour early, 95% of returns picked up within 1 hour, and 95% of discharges within 3 hours |

Some states publish broker results. Indiana posts a monthly report on its fee-for-service broker, required by state law (IC 12-15-30.5-4). Wisconsin posts monthly trip, complaint, and call center figures. Rhode Island's contract goes further. After the contract's first year, it requires MTM to run a public web dashboard of each provider's on-time record, driving history and safety, complaints, and an overall report card score, updated at least quarterly. Providers may appeal what it shows, and the state may delay or drop the requirement.

## How to check and dispute your scorecard

1. **Get the definitions in writing.** Ask each broker what goes on top and bottom of every measure, which trips are left out, and what makes a complaint substantiated.
2. **Keep your own count.** Use your trip logs, GPS records, and the time you sent each turnback. The [trip log template](https://nemtguide.com/templates/nemt-trip-log-template/) has the fields.
3. **Compare every month.** Match the broker's report against your own the week it arrives.
4. **Dispute fast, in writing.** Send trip numbers, times, and your evidence. WellTrans gives written notice at least 10 days before it charges liquidated damages, and you may contest them. MART takes written appeals of fines within 10 days of the date on the fine letter. MTM's standard agreement includes an appeals process for denied claims.
5. **Ask for the exclusions you are owed.** CareOregon's manual says you are not penalized for a late pickup on a same-day trip the brokerage assigned to you already late. WellTrans's late and no-show charges do not apply when the cause was beyond your control and you told WellTrans before the scheduled time.
6. **Bring it to your review.** Use the regular meeting with your field monitor, account manager, or network vendor manager. SafeRide Health also asks its providers to attend weekly provider meetings and quarterly town halls.

Disputing a wrong number is part of the work. Rhode Island's contract bars MTM from cutting a provider's trips because of grievances against MTM, and it lets providers appeal data on the public dashboard, though MTM makes the final call.

## Frequently asked questions

### What is on a NEMT broker scorecard?

Usually on-time performance, provider no-shows, turnbacks, complaints, GPS tracking, and claim quality. MTM Health's Virginia handbook (approved August 10, 2026) scores nine measures, including miles against minutes and overlapping claims, and its Rhode Island handbook scores ten. SafeRide Health adds ride response and acceptance rates. MediTrans in Louisiana adds a trip completion rate of 98 percent or more.

### How do brokers count on-time performance?

Against a window around the scheduled pickup. MTM Health in Virginia counts the first pickup of a trip on time from 15 minutes before to 15 minutes after the scheduled time, and MAS in New York (October 2023 manual) uses the same window. WellTrans charges for each pickup more than 15 minutes late once more than 1 percent of the month's pickups are late. Returns and appointment arrivals are often scored separately.

### Does a turnback count as a provider no-show?

Not when it is made in time. Rhode Island's contract with MTM Health (effective July 1, 2025) says a turn-back is not counted as a vendor no-show. But a trip you keep and do not run is one: MTM's Virginia handbook counts a failure or refusal to complete an assigned trip as a vendor no-show, with a standard under 0.25 percent.

### How often do brokers review my scorecard?

It varies. MTM Health says a field monitor in Virginia, and a vendor account manager in Rhode Island, reviews each measure with you on a regular basis. SafeRide Health's Tier 1 program describes weekly performance scorecards. MART in Massachusetts checks each provider's complaint rate month by month.

### Can I dispute a broker scorecard?

Yes, and do it in writing with trip numbers and your records. WellTrans's Indiana agreement (October 16, 2025) promises written notice at least 10 days before it charges liquidated damages, which you may contest. MART takes written appeals of fines within 10 days of the fine letter. Rhode Island's contract gives providers the right to appeal data on the broker's performance dashboard.

### What happens if I miss scorecard targets?

Expect fewer trips first, then formal steps. MTM Health lists a performance improvement plan, liquidated damages, or removal from the network. CareOregon may limit your trips while you work through a corrective action plan. MART cuts a provider's capacity to 80 percent, then 50 percent, when complaints stay above 1 percent of scheduled trips.

### Do states publish NEMT performance data?

Some do, at the broker level. Indiana posts a monthly report on its fee-for-service broker, including missed trips by cause and trips providers sent back. Wisconsin posts monthly complaint and trip counts. Rhode Island's contract requires MTM Health to run a public dashboard of each provider's on-time record, complaints, and safety, updated at least quarterly.

## Official resources

- [MTM Health: Virginia transportation provider handbook (performance metrics)](https://www.mtm-inc.net/wp-content/uploads/2018/12/VA-Provider-Handbook-2026.pdf)
- [MTM Health: Rhode Island transportation provider handbook (green, yellow, and red bands)](https://www.mtm-inc.net/wp-content/uploads/2018/12/RI-Transportation-Provider-Handbook-Final-7.1.26.pdf)
- [SafeRide Health: Performance standards for network providers](https://www.saferidehealth.com/what-to-expect-nemt-provider)
- [MediTrans: Performance standards for Louisiana providers](https://meditrans.com/transportation-providers/)
- [Texas HHSC: NEMT Services Handbook (UMCM 16.4), section 4100 standards](https://www.hhs.texas.gov/sites/default/files/documents/16-4.pdf)
- [Indiana FSSA: Monthly NEMT broker performance reports](https://www.in.gov/fssa/ompp/non-emergency-medical-transportation/sea-480-data-reports/)
- [Wisconsin DHS: NEMT monthly performance reports](https://www.dhs.wisconsin.gov/nemt/reports.htm)
- [eCFR: 42 CFR 440.170, the federal NEMT broker rule](https://www.ecfr.gov/current/title-42/chapter-IV/subchapter-C/part-440/subpart-A/section-440.170)