Audit trails, data privacy, and troubleshooting
NEMT OS combines operational events and supporting evidence so staff can review how a trip was performed and billed. This guide covers what's preserved for audit, how to handle sensitive data responsibly, and answers to common issues.
Audit and data integrity
Depending on the workflow, a completed trip may include:
- patient, driver, and vehicle association;
- pickup and drop-off addresses;
- latitude and longitude confirmation;
- scheduled and actual trip events;
- odometer or mileage information;
- reason for visit;
- member and driver signatures;
- service area and billing modifier;
- trip-sheet and claim documents;
- claim submission and response history.
Keep records accurate at the time the event occurs. Do not use a later note to replace a required completion field when the original event can be recorded correctly.
Data privacy and responsible use
NEMT OS can contain protected health information, personal addresses, contact data, and precise location information. Organizations are responsible for configuring access, integrations, retention, and sharing according to applicable law, contracts, and internal policy. Before exporting, emailing, uploading, or printing a report:
- verify the recipient and destination;
- include only the fields that are necessary;
- confirm the recipient is authorized;
- protect downloaded files;
- avoid storing sensitive files on shared or unmanaged devices.
Troubleshooting
I cannot see a menu item
Your role may not have access, the sidebar may be collapsed, or the feature may be disabled for the organization. Open the sidebar on mobile and ask an administrator to confirm permissions — see Roles and access.
The map is blank or shows a Google Maps error
Confirm that the organization's Google Maps key is configured, the required Google Maps APIs are activated, billing is enabled on the Google account when required, and the browser or device has connectivity. See Address autocomplete with Google Maps.
A driver cannot complete a trip
Check that the reason for visit contains text, the required signatures are present or the unable-to-sign option is recorded, and mileage or odometer validation has passed. If the device is offline, reconnect and retry once synchronization is available.
The trip sheet has the wrong logo
Confirm the current logo in Settings, then download the report again. A report created before a logo change may still contain the previous embedded image until it is regenerated.
The claim cannot be submitted electronically
Check that the EDI or clearinghouse connection is configured, the payer is enrolled, required identifiers are present, and the claim has no validation errors. If the claim was accepted by the clearinghouse, continue monitoring payer status rather than resubmitting it as a duplicate.
A round trip has duplicate trip sheets
Download the trip sheet from the outbound or primary leg. The return leg is linked to the same documentation and is not intended to generate a second standard trip sheet.
A workflow did not upload or send a file
Open workflow run history and inspect the failed action. Confirm that the Google Drive connection, destination folder, email recipients, and integration permissions are still valid. Retry only after confirming that the previous attempt did not succeed.