A Message from our CEO

As we gear up for an exciting new year, our CEO has shared an inspiring message during the All Hands Meeting held last January 17th:

First, let me say this: You are the stars of Medstar and ATS. Every mile driven, every call answered, every logistical challenge overcome—you shine brightly and make a difference every single day. Thank you for showing up, for caring, and for making our mission come alive. Together, we’re not just a team; we’re a constellation—each of you adding your unique brilliance to light our way forward.

As we step into 2025, I want to take a moment to celebrate YOU. Your hard work and dedication have brought us through challenges, and your passion has fueled our successes. Because of you, we’re poised to make this year our best yet.

Vision for 2025: I-SEE

Let me share the bigger picture I-SEE where we’re headed. This year isn’t just about achieving goals—it’s about creating a legacy. In 2025, we’re striving to become more than a transportation company. We’re aiming to become the gold standard in compassionate, reliable, and innovative service. Here’s how:

I-SEE

Innovation with Heart: This year, we’re rolling out smarter technologies to enhance safety, efficiency, and the rider experience. But technology alone isn’t the answer—it’s the heart behind it. That’s each of you, that’s us.

Stronger Together: With CareStar and now ATS as part of our family, we’re not just expanding—we’re uniting. Together, Medstar, GOIN’, CareStar and ATS can achieve incredible things by sharing knowledge, resources, and a common mission.

Empowering Our People: You’re not just team members; you’re leaders. In 2025, we’re investing in your growth—through training, support, and opportunities to shine. This year is about lifting each other up.

Excellence in Every Interaction: Whether it’s a rider stepping onto a vehicle or a colleague in the office, let’s make every interaction count. Excellence isn’t just a goal; it’s who we are.

Goals for 2025

Our goals this year are ambitious, but they’re rooted in our shared purpose:

- Reduce accidents by 50% because safety isn’t negotiable—it’s our promise.

- 1,000 Reviews of 5 Star customer satisfaction, because every rider deserves our best.

- Strengthen ATS and bring it to profitability, showing what’s possible when we come together.

- Expand our partnerships, creating more opportunities for growth.

- Build leaders at every level, because leadership isn’t a title—it’s a mindset.

Setting the Tone

This year, let’s lead with gratitude, purpose, and passion. Every driver, every dispatcher, every support team member—you matter. When you start your day, remember this: You are seen. You are valued. And you are essential to our success.

To inspire us for the road ahead, I want to see, what I-SEE:

You Make the Difference: Whether it’s ensuring a patient arrives at their appointment or answering a question with care, what you do changes lives. Never forget the impact you have.

The Best is Yet to Come: 2025 is our year. It’s a year to grow, to dream bigger, and to achieve more than we ever thought possible.

Let’s make this a year to remember—not just for the goals we achieve, but for how we make each other feel along the way. Let’s lift each other up, celebrate our wins, and move forward together with energy, pride, and purpose.

Thank you for being part of this journey and SEEING our exciting 2025. Let’s show 2025 what we are made of. Let’s make it happen!

Here’s to an incredible year ahead. 

The Road to Gratitude

The road begins before the world wakes. It carves its way through shadowed streets and endless highways, carrying more than wheels and engines. It carries lives.

An elderly woman waits at her door. The appointment she’s bound for isn’t just routine—it’s survival. A veteran, silent and steady, boards the van with a nod that carries the weight of his years. These are not mere passengers; they are stories, fragile and immense, entrusted to us.

Behind the wheel, a driver extends a steady hand. At the desk, a dispatcher orchestrates chaos into calm. On the line, a voice softens the edges of someone’s worry. Across this unseen network of effort, something extraordinary takes shape.

This road is no simple path. It tests the spirit with its demands—the endless calls, the sudden detours, the heavy hours, the shortage of hands to lighten the load. But within its trials, there are moments of quiet grace. A smile exchanged. A burden eased. A life moved forward.

These moments don’t cry out for recognition, but they are the road’s truth. They are its meaning. They are yours.

To the drivers, the dispatchers, the schedulers, the CSRs, the recruiters, and every member of our team: you are more than workers. You are the hands that guide, the voices that calm, the hearts that hold lives together with care and purpose.

This Thanksgiving, let us not speak of gratitude; let us show it in the lives we serve and the care we bring to one another. Let us honor the road—not for where it takes us, but for how it shapes us.

Happy Thanksgiving, Team! The road speaks. And it speaks of you.

New Contracts, New Milestones!

2024 has been a year of remarkable success for Medstar. From being honored as the Non-Emergent Medical Transportation (NEMT) Provider of the Year during the Community Transportation Association of the Northwest (CTANW) Conference 2024 to securing new contracts and achieving significant business growth – this year has truly been Medstar's time to shine. The company's dedication to providing safe and reliable transportation has not only fueled its expansion but also solidified its position as a leader in the NEMT industry.

Our commitment to excellence has led to several new partnerships, each highlighting our continued growth and underscoring our pledge to deliver top-notch transportation services in Washington State. Three notable additions to our contract portfolio are:

1. Community in Motion  (Clarkston, Vancouver), serving Clark, Cowlitz, Klickitat, Skamania, and Wahkiakum counties

2. SMS (Clarkston), serving in Spokane, Moses Lake, Ephrata, Chewelah, and Deer Park.

Additionally, we've recently landed eight other contracts! These contracts not only expand our service area but also demonstrate our ability to adapt to diverse community needs. From rural counties to urban centers, Medstar continues to prove its versatility and commitment to accessibility for all. 

The benefits of these contracts extend beyond service expansion—they also enhance job security and advancement opportunities for our dedicated drivers, whose professionalism and care are integral to our success. Each new contract we secure is a testament to our commitment to exceptional service!

Driver Appreciation

The strength of a great team is found in its unity and dedication, something not easily discovered.

We would like to extend our heartfelt appreciation to all our drivers for their outstanding dedication and hard work. Your commitment to safety, punctuality, and professionalism ensures that our operations run smoothly and efficiently. Each day, you demonstrate remarkable responsibility and care, going above and beyond to meet the needs of our clients and maintain our high standards. Your efforts do not go unnoticed, and we are incredibly grateful for the vital role you play in our success. Thank you for your unwavering dedication and exceptional service.

You truly are an amazing team. Always be proud of who you are, the work you do, and the difference you make.

Introducing Operation Zero!

Avoid this intersection if possible: WB or EB 196th St SW @ 44th Ave - Lynnwood has the highest amount of Red Light Violations. The cost for each red light violation is $164.

If you must use this intersection and make a right hand turn, remember to always come to a complete stop at or behind the white stop line before making your turn.

The main purpose of a stop line is to indicate the point where a vehicle must stop to ensure it is safe to proceed prior to moving through a crosswalk area and entering an intersection.

As the warmer weather and holiday plans approach, safety remains our top priority. That's why we're excited to introduce Operation Zero. This initiative is designed to raise awareness, implement preventive measures, and enforce strict compliance with our zero tolerance policy for safety violations.

With Operation Zero, we aim to create a culture of safety that permeates every aspect of our operations. By fostering awareness, implementing proactive measures, and enforcing adherence to safety protocols, we can ensure the well-being of our team members and maintain the highest standards of safety in all our endeavors.

Medstar: Behind the scenes!

Have you ever wondered what goes on behind the scenes at Medstar? We all know our drivers are the key players, the lifeblood of the company. But what about the dispatchers? Often misunderstood, their job is both challenging and crucial. To shed light on their daily tasks, challenges, and experiences, we spoke with Sheena, Dispatch Manager, and her team. Are you ready to hear their stories and delve into their journey? Read on!

Dispatchers' Daily Routines

A dispatcher's daily tasks typically begin with compiling a driver list upon arrival, followed by monitoring schedules throughout the day to ensure punctuality and promptly address any delays or incidents. They also handle trip reassignments and schedule adjustments as needed, prioritize hospital discharges, and coordinate will calls, striving for prompt client pickups within 30 minutes to an hour, depending on the service being used. Additionally, they address driver inquiries, assist clients, and manage crises such as accidents or incidents, ensuring adherence to protocols and documentation. Furthermore, they oversee on-call scheduling, prepare detailed handoffs for the next shift, and conclude their day with a recap. Amidst these duties, they also assist in entering future dated fax trips.

The Challenges in the Life of a Dispatcher 

Dispatchers feel that their biggest challenge is maintaining composure during times of high stress. When accidents or incidents occur, dispatch must act swiftly and efficiently to assist the driver while managing 40-50 other drivers. This leads to the second challenge they raised: multitasking. The need to juggle multiple tasks can place significant pressure on dispatchers, especially when several drivers require immediate assistance simultaneously.

Common Misconceptions 

The MOST common misconception is that Dispatchers are sitting at a comfy desk all day, just waiting for texts to come in while they wait around. However, this could not be farther from the truth. The call center is a highly stressful environment, with calls coming in and dispatchers constantly reviewing trips and answering driver texts. At peak times, dispatchers receive anywhere from 15 to 25 messages simultaneously, so it might take them a moment to get caught up, as once they get one text sent out, five more come in. Dispatchers are responsible for keeping constant communication with ALL drivers at ALL times.

Memorable Experiences and Success Stories 

Dispatch Manager Sheena recalls two unforgettable incidents that highlight the unpredictability and resilience required in her role.

"The first situation was when I was closing; I wasn't even a main dispatcher yet. A former Spokane driver, Joel Bloom, called me in the evening and informed me that as he was walking a client to their door, someone got into his van and took off in it!! He was informed to call the police (which he did), and about 15 or so minutes later, he called me again to inform me he found his van a few blocks down running with keys in it. It was such a bizarre experience for both of us, but I was glad that the van was recovered quickly. 

The second situation was a couple of years ago, at least. A West Side driver called me in absolute tears and panic. During her downtime, she decided to check on a veteran we transport since he lived alone in a rural area and had no one around. When she arrived, there was no answer at the door or any movement inside, so she grew more concerned. As she went around the side of the house and peered through a window, she found the veteran deceased in his home. The driver was in immediate shock and was at a loss for what to do. I had to talk her through calling the police so someone could be dispatched to retrieve the body. I did my best to use soft tones and calm the driver down enough to drive herself back to the yard to drop her vehicle off for the day and head home. She had to take a few days off for mental health reasons, and we made sure to check in with her and see how she was during that time. It broke my heart to hear a driver over the phone so distraught, and the best I could do was console her to the best of my ability over the phone."

Sheena's Message to Dispatchers and Drivers

To our drivers: I hope you are all having a wonderful year and week thus far. I wanted to show my appreciation to every one of you. I would like to start with the drivers. You all make up the lifeblood of the company. Without you all, we would be unable to make client trips and appointments on time and grow/flourish the way we have and will continue to do so. Drivers are our eyes and ears in the field and the first point of contact with our clients. It takes a special kind of individual to handle our clients with the care and sentiment that you do. We truly value your contribution to the company and our mission statement. Drivers keep us going; without you, there would be no dispatchers.

To our dispatchers: You all are just as essential as our fellow drivers. You help keep the drivers on schedule, move problematic trips if needed or possible, ensure we are there to guide them through crises and ensure you are a reliable source of first contact. Your daily tasks and job duties may seem daunting sometimes, and the stress can become extreme. However, I watch you work to the best of your ability to ensure the drivers are adequately supported and strive for smooth operations daily.

Drivers and dispatchers are essential parts of our daily operations, and we all appreciate the dedication and hard work that each of you brings to the table when you show up for your shift. We value your thoughts and opinions, contrary to popular belief. Your feedback, ideas, and opinions help open further avenues and possibilities for the company, whether that be changes you think could contribute to a healthier, more productive workplace or minor changes such as ideas on how to better GOIN' or any other software we use. We genuinely enjoy hearing from you as we are all a team and strive for excellence and growth in our positions.

I hope you all continue to have a wonderful year here at Medstar, and I look forward to working closer with more of our drivers, especially on the West side.

Indeed, the essence of Medstar's successful operation lies in the dedication and resilience of its drivers, dispatchers and all the other staff working behind the scenes. These individuals not only ensure the smooth execution of transportation services but also embody Medstar's commitment to care and efficiency. Their daily efforts, facing high-stress situations with grace and multitasking with precision, highlight the critical role they play in Medstar's mission. 

Here's to the unsung heroes who keep Medstar moving forward, demonstrating that their work is not just about operations but about making a real difference in people’s lives one trip at a time.

Medstar is NEMT Provider of the Year!

Medstar wins Non-Emergency Medical Transportation (NEMT) Provider of the Year in the recently concluded 2024 Community Transportation Association of the Northwest (CTANW) Awards held on April 18th. This award, indeed, is a continuous testament to our commitment since Day 1 to deliver health and happiness through safe service.

Being listed as a nominee alongside other great NEMT providers is a feat on its own, but eventually winning the award is an achievement that proves how Medstar continuously makes its mark in the industry. 

Here’s what Justin, Ahlisha, Brandy, and Sheena have to say about attending the CTANW Summit and receiving the Award on behalf of the Medstar Team:

Justin Bergener, CEo:

I've always believed in the power of teamwork, and I've seen firsthand how each of us contributes to delivering exceptional service. I dedicate this [NEMT of the Year] to the people that came before us. We all benefit from people who built bridges for us to cross, roads for us to travel, and planted trees for us to find shade. We're going the extra mile because of our predecessors. We all have someone who's inspired us and helped us achieve more. For me, that's my mom. In the early days and first decades of Medstar she put in the time to make sure Medstar provided 24/7 365 service to those that needed a ride to life-sustaining treatment or a doctor's appointment. I was honored to provide some of her life-sustaining trips after she had worked so hard to provide quality service for others. It was special for me to provide that service for her. It's with this heart of service that Medstar serves our communities by driving health and happiness.

Ahlisha Johnson, Operations Manager:

I am thrilled to announce that at this year's CTANW conference, we were honored with the NEMT Company of the Year award! This prestigious recognition is not just a testament to our enduring presence in the industry but also to each team member whose dedication makes our success possible.

During the conference, I had the invaluable opportunity to network and forge new relationships with many peers across the transportation sector. More than ever, I am convinced that the strength of our company lies in our unity and the shared commitment to our mission.

Reflecting on Medstar's 40-year journey, it became even clearer to me that our drivers are truly the wheels of our operation. Without relentless effort and dedication, none of this would be possible. To our drivers, this award is as much yours as it is ours. Let's continue to drive forward together, knowing that it's not just the roads we navigate, but the lives we touch and improve that measure our success.

I also heard from other companies how our dispatch and scheduling team’s quick responses enable us to accept more trips than our competitors. While I sympathize with their challenges, this feedback only reinforces my confidence in the efficiency and dedication of our team. You are truly setting the standard in our industry!

The conference also highlighted the empowering story of a speaker who, despite a disability that prevents her from driving, meticulously plans her routes across vast distances. This included a journey from Ocean Shores to Port Angeles, WA. Her determination and the statistics presented on Americans who are unable to drive remind us of the critical role we play in our community’s mobility and independence.

Brandy Dibble, Safety and Training Coordinator:

There was much to learn from the sessions I attended. The Travel Training session gave me many ideas, but the most important was to make training fun, not only for the drivers but the riders as well. Bussing on the lookout was a very educational session, [as] human trafficking is a worldwide issue and [it’s  best that] we can be more on the lookout for signs or to discreetly offer help. 

During the Roadeo roundtable, there was information on how to set up a roadeo locally. There are usually 11 obstacles that drivers will maneuver their vehicle through. There is a possibility of a roadeo during next year's CTANW conference, during which the winner may be sent to nationals at the CTAA conference.

Lastly, I attended Mental Health with NAMI (National Alliance on Mental Illness), recognized for providing relevant and research-based information, education, advocacy, and support for individuals and families affected by mental health disorders. With an emphasis on preserving the dignity of all, NAMI provides hope and help to those impacted by mental health disorders and their families.

Moreover, winning NEMT Company of the Year is an awesome achievement for the operations and transportation department. Without our drivers, we would not be where we are today!

Sheena Northrup-Hoffert, Dispatch Manager:

The Conference was an eye-opening and very educational experience for me, as it was my very first conference I was allowed the pleasure of attending.

There, I learned that in some aspects, Medstar Transportation is ahead of the game, implementing several proactive measures and tasks in our daily operations that contribute to our continued success. For example, we have Weekly Admin Meetings to discuss and monitor KPIs regularly so they are addressed often and issues/concerns can be taken care of in a more efficient manner.

My key takeaway from the Conference was the information I gathered in 2 separate presentations. Those were the 211 Presentations with People for People. They discussed all the support and resources that 211 can provide when called and how it can benefit our clients when we are in a position where we have exhausted our resources and are unable to assist. I was so inspired by the amount of great work and knowledge that they spread that I plan on emailing CSRs and Dispatchers to start supplying this number to clients. I have reached out to our Call Center Supervisor Jeny to start having this information added to our training process.

The second was a presentation on Brokers and HCAs, what their role entails, and the challenges that they face daily in their positions. This intrigued the Dispatcher in me, as I felt it would benefit myself and my team to know the Brokers’ side of things and understand where their policies "tie their hands" just as ours do.

In conclusion, Medstar’s journey to the 2024 CTANW Transportation Summit reflects our unwavering commitment to excellence, innovation, and community engagement. As we navigate the ever-changing landscape of non-emergent medical transportation, we remain dedicated to driving health and happiness through safe and accessible service for all.

Women of Medstar: Breaking Stereotypes

Throughout history, women have played pivotal roles in shaping our homes and communities, finding fulfillment in nurturing environments within their households. While these roles are truly valued and important, we also celebrate the diverse talents and capabilities that women possess beyond traditional soft skills.

This March, as we celebrate Women's Month, we proudly acknowledge the remarkable strides women have made across various domains, including traditionally male-dominated industries. Medstar Transportation, for instance, champions inclusivity by welcoming individuals of all genders to participate in its transportation services, breaking down barriers and promoting equality in the transportation sector.

Through its commitment to diversity and inclusivity, Medstar provides a platform for women like Brenda Ibarra and Eva Valencia to pursue their passions fearlessly and showcase their skills behind the wheel.

For Brenda Ibarra, a driver at Medstar, this is one of the ways that she can show how passionate women are in pursuing careers that they actually love, even if these careers may not fit what society deems as womanly. Brenda is inspired to persist in this profession because she has the heart for it; she says, "I do love to help seniors and basically [lend a hand to] people who need extra help." 

Eva Valencia also shares the same perspective, believing that thriving in a male-dominated profession is not only a challenge but also a significant progress that ignites inspiration for a woman like her. Eva emphasized, “The thrill of navigating roads that I [have] never driven before adds excitement to my role and keeps me eagerly looking forward to the next day," highlighting her passion and determination to overcome obstacles and embrace new experiences.

Of course, breaking stereotypes is not just about sunshine and rainbows. Brenda shared that handling road rage is one of her daily challenges as a woman driver. She faces drivers who attempt to intimidate her, violate speed limits, and give her a hard time on the road simply because of her gender. Despite these challenges, Brenda remains steadfast in her commitment to challenge stereotypes and excel in her profession because she believes that all drivers, regardless of gender, have the same rights as human beings. 

As for Eva, one of the common challenges women drivers face in breaking through stereotypes is the lack of empathy from clients. Often, they encounter biases or prejudices rooted in the misconception that women aren't suitable for driving, leading clients to underestimate their skills and capabilities. Doubt frequently precedes trust. However, amidst these challenges, Eva embraces each day as an adventure, eager to meet new faces, engage in meaningful conversations, and foster a more inclusive environment by showing that women can drive excellently.

With Brenda and Eva's insights, it is clear that women belong in the driving scene. Women are not just built to foster a loving home but are also made to ensure a smooth and safe ride by being leaders behind the steering wheel. With this, as women, take Eva Valencia's words by heart:

"Every woman should feel confident in what she chooses as a career."

Let us not be bound by stereotypes. Don’t let it hinder you from fearlessly doing what you love and discovering new possibilities as you drive through new roads and create meaningful connections. Moreover, in the words of Brenda Ibarra,

"Don't be afraid to be out there [on] the road. We (women) are [also] good drivers and can do this job as [well] as any other person."  

Persist and continuously challenge stereotypes like Eva and Brenda and ensure that a woman’s presence is felt throughout the borders of the world. Believe that you can drive change and you definitely have the power to make a difference. Show them that women can and women will, especially when controlling the driver's seat; women’s month or not, women can rule the driving scene one trip at a time.

February is for love and appreciation!

The month of February is a time dedicated to love and appreciation. Thus, we wanted to take a moment to recognize and celebrate the incredible experiences our clients have shared with us. At Medstar, our mission goes beyond transportation; it's about fostering genuine connections and providing exceptional care to those we serve.

Here are some heartwarming testimonials from recent journeys, showcasing the outstanding service delivered by our dedicated team members:

from tim h.:

I recently received a ride from Whidbey Island to downtown V. A. Your driver, Steve #441, is an exemplary employee—courteous, prompt, and very helpful!

from kay w.:

Julio A.  is superior; we greatly appreciate him. He drives very carefully. He's very compassionate. I want to make sure you know.

from SPENCER B.:

Marka S. is always amazing every time I have her. She's always cheerful and on time. I love her as a driver. 

from Mark M.:

Very great customer service! When the app did not prompt me about an out-of-zone location, a customer service representative called me to let me know about the reason for the cancellation. Very professional, and I am impressed with the services from the app (GOIN’) to the nice female driver.

from ko k.:

I have found your drivers to be very, very friendly and courteous. Beatriz is really charming. I hope it works out well because I use it regularly. So, thank you very much.

from DONALD R.:

Van C. was an excellent and polite young man. He made sure that I was okay before he left.

from MICHAEL P.:

I just wanted you to know that you guys are awesome. Thank you. 

from anonymous:

The customer states that he really likes the Zip service as it provides him with a way to get to places he normally couldn't go.

from CAS H.:

Mason was so professional and polite. The driving was excellent, and I enjoyed the trip. The van was so clean.

from DIANE S.:

He was very professional; his van was clean, and he made sure he could find me inside the clinic. I just wanted to give him a thumbs up as it was VANJOVIC, and his van number is 485, which gave your company a good name.

We commit to make every journey a testament to care, compassion, and reliability. At Medstar, love is our driving force. Happy February, and let's continue spreading warmth and positivity with every ride!

Medstar will now be serving the Grand Canyon state exclusively through our acquisition of VIP Transportation from January 1st!

When It All Began:

The decision was formed when our CEO, Justin Bergener, found VIP Transportation online. After connecting with Wael, VIP's owner, the two hit it off instantly. Their shared passion for helping communities through non-emergency medical transportation (NEMT) formalized the partnership, bringing Medstar and VIP Transport together.

Why Arizona?

Arizona is home to our CEO’s heart. Aside from the fact that his wife hails from the state, Bergener had stayed there from 1999-2001 as a missionary for The Church of Jesus Christ of Latter-day Saints. He learned more about the communities and the people he came to love in Phoenix, Payson, and Lake Havasu–not to mention the spectacular valley views during early morning hikes. 

Business-wise, Arizona's unique needs, from its weather to a growing population and an aging demographic, make it a perfect fit for Medstar's experience and VIP transport services. We're here to provide top-notch services, including wheelchair accessibility and friendly rides.

Celebrating 40 years of experience in February, Medstar is bringing its wealth of knowledge to Arizona. We're adding 10 new vans this month and 15 more soon. Social services, health plans, and medical facilities can count on us for support tailored to Arizona's communities.

Challenges? We're Ready!

Every expansion has its challenges, but Medstar is ready to face them head-on, ensuring a smooth transition and exceeding expectations.

“We recognize that in any transition and growth there’s extra work that needs to be done and processes to be implemented and improved to raise the bar in NEMT transportation. We’ve done this before and feel confident that we’re prepared to meet this challenge and exceed expectations,” Bergener assured.

Join Us in Making a Difference

We're hiring! Attend our Mobility Driver Introductions (MDI) to learn about exciting job opportunities. Even if you're not looking for a career change, MDI events teach essential skills like helping someone in a wheelchair through doors or along sidewalks. It's a chance to make a difference while exploring the beauty of Arizona.

What's Next?

As we settle into Arizona, we're eager to collaborate with local healthcare providers, making a positive impact on the community's health. Medstar's legacy of service and commitment to excellence continues, bringing quality NEMT to the heart of Arizona. Stay tuned for more updates on this exciting journey!

Why you should be a Medstar driver!

Welcome to the world of Medstar drivers, where the road becomes your gateway to new opportunities and rewarding experiences! Are you a skilled driver with a passion for helping others? Being a driver for hire with Medstar is your ticket to a fulfilling career in the service industry.

Medstar drivers play a crucial role in the services we offer - microtransit, paratransit and Non-Emergency Medical Transportation (NEMT)! For 39 years, Medstar has a legacy of providing efficient and safe transportation services that connect communities, help transport patients and people with disability to medical facilities, their medical appointments, and other needs. Our drivers not only transport people from one place to another, but they experience fulfillment in serving people and communities!

“Most employees I talk to are not just here for the paycheck. They really enjoy helping people and communities. The elderly people who are in need, going to grocery stores, helping them do the most basic things. Taking the veterans where they need to go. Some of them might not have been outside for a month, even months. We’re bringing them out into the daylight for the first time. So there’s a sense of satisfaction helping people.”

— Dave, our field supervisor

Dave Swensen, Medstar Field Supervisor

To continue our legacy… Medstar is having a call for drivers for hire! Embrace the noble responsibility of being a lifeline for those in need, while enjoying flexible schedules and competitive compensation!

Join the Medstar team of drivers today and make a positive impact on countless lives as you embark on a journey of compassion and care.

So why should you be a Medstar driver?

Medstar facilitates driver training and certifications!

To help build Medstar drivers’ qualifications and skills, our drivers are given training on our Dispatcher Training Manual, Driver Training Manual, and Driver Training Guide. There are also quarterly training related to securement, industry-standard updates, safety and winter driving tips, internal policy changes and general information.

During our driver’s first month of employment, we ensure that our drivers acquire the following training and certifications:

• PASS - Passenger Assistance Safety and Sensitivity

• Fire Suppression & Child Safety

• Emergency Response Training and Evacuation

Medstar has competitive retention and incentive programs for all our employees including drivers!

For Medstar drivers with exemplary performance, we give awards with financial incentives, merch perks, and other bonuses such as: Driver of the Quarter, Driver of the Year, and Loyalty Award. These awards are based on Key Performance Indicators (KPIs), positive client reviews, and overall dedication to the company's values. Not only that! We also have an annual salary increase structure based on performance review.

For example, we have safety bonus for Medstar drivers who:

• maintain vehicle cleanliness

• receive zero client complaints

• does not fail any vehicle evaluation

• have zero at-fault accidents

• does not have infractions or violation tickets

• are on time for most of the assigned trips

• have zero call-outs for the month

• completed their pre and post trips

Most importantly, we ensure that Medstar drivers fully support and uphold all the standards and regulations outlined in the The Americans with Disabilities Act (ADA).

As a transportation company, we - along with our drivers, are committed to providing safe and reliable services to anyone who needs transportation, regardless of their disabilities. According to the U.S. Department of Labor, The Americans with Disabilities Act (ADA) prohibits discrimination against people with disabilities in several areas, including employment, transportation, public accommodations, communications and access to state and local government' programs and services.

So… what process do drivers for hire undergo to be part of the Medstar team?

In Medstar, drivers for hire undergo thorough safety-related screening. We understand passenger safety begins with employing responsible, safe and friendly operators. Thus, Medstar employs a rigorous pre-employment screening process to ensure only the best, most experienced operators are hired. Pre-employment screening consists of drug and alcohol testing, criminal background checks, driving abstract review as well as previous employment reference checks.

Of course, to be a Medstar driver, you have the following qualifications:

• 21 years of age

• Have valid Washington State drivers’ license

• Have drivers’ license for at least 5 years with no gaps in licensure

• Excellent driving record with no more than 2 moving violations in the last 2 years

• No Driving Under the Influence or Driving While Intoxicated in the last 10 years

So what are you waiting for? Respond to Medstar's call for drivers for hire!

How can you apply?

You can contact and send your application requirements through our Human Resources Department: careers@gomedstar.com and +1 (509) 822-5803

You can also reach us through the other options below:

Eastern Washington

1-800-236-2011

Western Washington

1-877-916-3729

Lastly! You can also click on our Current Openings and choose vacant driver positions or even recommend friends to any of our job openings!

Hope we see you soon!

Unveiling the Veil of PTSD: Creating Awareness and Empathy

Post-Traumatic Stress Disorder (PTSD) is a complex mental health condition that affects millions of people worldwide. Although it has gained more recognition in recent years, there is still a significant lack of understanding and awareness surrounding PTSD. In this blog, we aim to shed light on this often misunderstood condition, explore its causes, symptoms, and treatment, and ultimately promote greater empathy and support for those living with PTSD.

Understanding PTSD

PTSD can develop after a person experiences or witnesses a traumatic event such as war, natural disasters, accidents, physical or sexual assault, or any other life-threatening situation. It is important to note that not everyone who experiences trauma will develop PTSD, but for those who do, it can have a profound impact on their daily lives.

Symptoms of PTSD:

The symptoms of PTSD can manifest in various ways and can significantly disrupt a person's mental, emotional, and physical well-being. These symptoms typically fall into four categories: intrusive memories, avoidance, negative changes in thinking and mood, and changes in physical and emotional reactions. Intrusive memories may include flashbacks or nightmares, while avoidance can lead individuals to isolate themselves from triggering situations or reminders of the traumatic event. Negative changes in thinking and mood can involve feelings of guilt, shame, or a distorted sense of blame. Lastly, individuals with PTSD may experience heightened arousal, such as being easily startled or having difficulty sleeping.

Breaking the Stigma:

One of the biggest challenges surrounding PTSD is the lingering stigma and misconceptions that exist. People with PTSD often face judgment, skepticism, or even discrimination, which can prevent them from seeking help or feeling understood. It is crucial to recognize that PTSD is not a sign of weakness, but rather a natural response to an overwhelming and traumatic event. By debunking myths and fostering open conversations, we can create an environment of acceptance and support.

Raising Awareness and Empathy

Educating ourselves and others is a powerful way to increase empathy and support for individuals with PTSD. Here are a few suggestions on how we can contribute to this cause:

Promote education: Share accurate information about PTSD through social media, articles, or public talks. Encourage open discussions and challenge misconceptions whenever you encounter them.

Support advocacy groups: Organizations focused on mental health and PTSD, such as the National Alliance on Mental Illness (NAMI) or the PTSD Foundation of America, provide valuable resources and support for those affected. Consider donating, volunteering, or participating in their awareness campaigns.

Foster safe spaces: Create an inclusive and compassionate environment where individuals with PTSD feel comfortable sharing their experiences and seeking help. Encourage empathy and understanding in your personal and professional circles.

Encourage professional help: If you or someone you know is experiencing symptoms of PTSD, encourage seeking professional help. Therapies such as cognitive-behavioral therapy (CBT), Eye Movement Desensitization and Reprocessing (EMDR), or medication can be effective in managing PTSD symptoms.

Be a good listener: Sometimes, all it takes is lending an empathetic ear. Practice active listening and offer support to individuals with PTSD. Validate their feelings and let them know they are not alone.

PTSD is a real and complex condition that affects countless individuals around the world. By raising awareness, dispelling misconceptions, and promoting empathy and support, we can create a more compassionate society for those living with PTSD. Let us be advocates for understanding, offering a helping hand, and breaking the silence surrounding this often hidden condition. Together, we can make a positive difference in the lives of those impacted by PTSD.

Medstar Partners With Pegasus Lifts to Provide Non-Emergency Medical Transportation (NEMT) Services for Residents in Pierce and South King County.

Bothell, Wash., June 30, 2023  - Medstar Transportation has acquired Pegasus Lift’s book of business and several vehicles, in a strategic decision to sustain and expand Non-Emergency Medical Transportation (NEMT) services in Pierce and South King County. Founder Jacob Brinkerhoff partnered with Cyndi Anderson Roberts to grow and expand the business in the South Puget Sound region. The Pegasus Lifts team has served passengers for nearly 6 years with the conviction that medical transportation could be performed with greater dignity, customer care, and efficiency— Medstar is thrilled to continue this legacy of outstanding customer service. Pegasus Lifts will close its doors and begin transitioning all transportation services and new ride requests to Medstar beginning June 30, 2023.

“I am proud of the quality of services we’ve provided in our community. Pegasus Lifts changed expectations in the local NEMT industry - which is why we got into the business in the first place. Safe and caring service from trained, uniformed personnel in clean, easy to identify vehicles should be the norm. Passengers should be able to count on their transportation arrangements. Transportation policies and payments for transportation are very fluid. In order to offer better pay and benefits, keep up with gas prices and the cost of vehicles and insurance, NEMT companies must be able to charge competitive rates and create economies of scale. MedStar has a big team that operates throughout Washington. I am confident that the leadership is interested in getting it right and their team will work to make the transition smooth for our customers. We are sad to close Pegasus Lifts but glad to know that Medstar will continue our journey.
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— Cyndi Anderson Roberts, Managing Partner, Pegasus Lifts

“We are excited to welcome the Pegasus Lifts’ team and to be able to partner in providing customers with industry leading Non-Emergency Medical Transportation (NEMT) services and more. Cyndi, Jacob, and the Pegasus Lifts team have been providing outstanding NEMT services to passengers in Pierce and South King County for nearly 6 years, and we found a strong alignment between our respective missions to provide medical transportation with safety, dignity, and efficiency. In our work together, Medstar and Pegasus Lifts customers will enjoy more service options and a continued focus on providing them with the highest quality service available.”

— Justin Bergener, CEO, Medstar Transportation

NEMT services have been experiencing significant growth in recent years, driven by various factors such as an aging population, increased healthcare needs, and the desire for more efficient transportation options for patients. NEMT services play a crucial role in ensuring that individuals with medical conditions or disabilities can access necessary healthcare services, including doctor appointments, dialysis treatments, chemotherapy sessions, and more. 

Pegasus Lift customers are encouraged to call (425) 476-1038 to schedule rides with Medstar. Facility partners are also encouraged to enroll with GOIN’ for requesting, managing, and monitoring their own rides on-demand. 

Media Contact: Barry West, marketing@gomedstar.com

Celebrating Father's Day: Honoring Medstar Dads

Father's Day is a special occasion that allows us to appreciate and celebrate the incredible contributions of fathers everywhere. At Medstar, we recognize that many of our employees wear the important and fulfilling hat of being a father while also excelling in their professional roles. On this Father's Day, we want to take a moment to honor and acknowledge our amazing employees who embody the values of dedication, responsibility, and love both at home and in the workplace.

Thank you for balancing work and family.

Being a father and working simultaneously is no easy feat. Working fathers often face unique challenges, as they strive to balance their work responsibilities with their family commitments. We salute their ability to strike a balance and create harmony in their lives.

Thank you for leading by example.

Fatherhood comes with great responsibility, and our working fathers understand the significance of being role models, not only for their children but also for their colleagues. They inspire us with their strong work ethic, integrity, and dedication to excellence. By leading by example, they instill important values in both their personal and professional lives, creating a positive impact on the workplace culture and nurturing a sense of camaraderie among their peers.

Thank you for the strength and support.

Fathers are known for their strength and support, and our working fathers embody these qualities in the workplace as well. They provide guidance, mentorship, and support to their colleagues, helping to build a collaborative and nurturing work environment. We are grateful for the unwavering support our working fathers provide, both at home and in Medstar.

Finally, thank you for celebrating Father's Day at the workplace.

While some fathers are at home celebrating with their families, there are Medstar working fathers who chose to work on Father’s Day, and for that, Medstar extends our gratitude for your unwavering commitment.

In all, on this Father's Day, let us express our heartfelt gratitude to our employees who are fathers for their remarkable dedication, strength, and support. They serve as shining examples of how it is possible to excel both in the workplace and as loving fathers. By recognizing and celebrating their contributions, we not only honor them individually but also foster a culture of appreciation and support within our organization. Happy Father's Day to all the amazing fathers in Medstar!

Celebrating Emergency Medical Services Week

Every day, in every corner of the world, there are individuals who dedicate their lives to saving others. They are the unsung heroes of our communities—Emergency Medical Service (EMS) professionals. These brave men and women are at the forefront of emergency healthcare, responding to crises, providing critical care, and saving lives. As we celebrate Emergency Medical Services Week, we have a unique opportunity to honor and appreciate these remarkable individuals and the invaluable contributions they make to our well-being.

Emergency Medical Services Week, typically held in the third week of May, is a time to shine a spotlight on the tireless efforts of EMS professionals. EMS Week provides an opportunity to honor and show appreciation for the dedicated EMS professionals who selflessly serve our communities. In celebrating EMS professionals, make sure to express gratitude, share stories, support EMS organizations, and advocate for their recognition and improved resources. This year, let us take a moment to recognize their dedication, sacrifice, and unwavering commitment to providing immediate, high-quality medical care during emergencies.

The Life-Saving Role of EMS and honoring EMS Professionals:

Emergency medical service providers play a pivotal role in the healthcare ecosystem, serving as the first line of defense during emergencies. Whether it's responding to 911 calls, providing on-scene medical interventions, or safely transporting patients to hospitals, EMS professionals are crucial in ensuring timely access to life-saving care.

Here in Medstar:

Alongside emergency medical services, Medstar offers services such as Non-Emergency Medical Transportation (NEMT), paratransit, and microtransit with the following benefits:

1. Timely access to care: NEMT, paratransit, and microtransit services ensure that individuals who require non-emergency medical care can access it promptly, reducing delays in treatment and preventing the progression of illnesses or conditions.

2. Resource optimization: By diverting non-emergency cases to NEMT, paratransit, or microtransit services, emergency departments can focus their resources on critical cases, improving overall response times and reducing the strain on emergency healthcare facilities.

3. Enhanced patient experience: These transportation options prioritize the comfort and well-being of patients, offering specialized vehicles and trained staff to ensure a safe and comfortable journey. This can significantly improve the overall patient experience and reduce anxiety associated with medical transportation.

4. Cost-effectiveness: NEMT, paratransit, and microtransit services can be more cost-effective compared to traditional ambulances for non-emergency cases. By utilizing these services, healthcare providers can allocate their resources more efficiently, resulting in cost savings.

While emergency situations are not the only instances where individuals require transportation to medical facilities, there are many patients with non-emergency medical needs, individuals with disabilities, and elderly individuals who need assistance in accessing healthcare services… and here in Medstar, we provide transportation services such as NEMT, paratransit, and microtransit.

If you need transportation for medical appointments, call us at 800-236-2011. Let our team serve and assist you, so you don't have to stress about traveling to your next appointment.

Navigating the Future of Medical Transportation: Trends and Innovations

The landscape of medical transportation is constantly evolving, with advancements in technology and innovative solutions shaping its future. As healthcare providers and patients seek reliable, efficient, and patient-centered transportation options, companies like Medstar Transportation are at the forefront of this transformative journey. Let’s explore the trends and innovations driving the future of medical transportation:

Centralized Call Center: A Pillar of Modern Medical Transportation Services

Medstar Transportation has recognized the importance of a centralized call center as a key component of their services. By centralizing their operations, Medstar ensures a seamless and efficient coordination of medical transportation services. The call center is staffed with experienced professionals who are trained to handle diverse customer needs, ensuring excellent customer service and satisfaction. This centralized approach, coupled with modern technology, allows Medstar to optimize their operations and provide reliable transportation solutions to patients in need.

Embracing Technology: The Power of Innovation

In the quest for enhanced medical transportation services, technology plays a crucial role. Medstar Transportation has embraced various technological innovations to streamline their operations and improve the patient experience. From state-of-the-art dispatch systems to real-time tracking and communication tools, Medstar leverages modern technology to ensure efficient routing, accurate arrival estimates, and transparent communication. By embracing technology, Medstar aims to reduce wait times, enhance patient safety, and deliver a seamless transportation experience.

Strategic Partnership with GOIN': Revolutionizing Medical Transportation

In line with their commitment to innovation, Medstar Transportation has forged a strategic partnership with GOIN', a secure platform that revolutionizes the medical transportation landscape. Through this partnership, Medstar can offer patients a wide range of benefits and services such as increased rider choice, access to ride subsidies and incentives, flexible route, accommodation of preferred communication styles, and a variety of payment options. 

As the future of medical transportation unfolds, Medstar Transportation remains committed to staying at the forefront of trends and innovations. By establishing a centralized call center, leveraging modern technology, and forming strategic partnerships with industry leaders like GOIN', Medstar continues to provide exceptional services to clients in need. With a client-centered approach, Medstar ensures that the future of medical transportation is characterized by reliability, efficiency, and a seamless client experience.

IN FOCUS: MEDSTAR CSRs

In today's fast-paced business world, clients demand quick and efficient service. A Customer Service Representative (CSR) can be a company's best asset in providing excellent customer service, improving sales, growth, and development. The CSR acts as a bridge between the company and the client, ensuring that their inquiries, complaints, and issues are addressed promptly and professionally.

In the healthcare industry, patient care is of utmost importance, but it extends beyond the walls of hospitals and clinics. Medstar Transportation recognizes the critical role played by its Customer Service Representatives in delivering top-quality services to its clients. 

“I recently had the opportunity to speak with a Medstar call center agent and what truly stood out to me was the agent’s genuine empathy and willingness to go the extra mile. She took the time to understand my specific situation, offering personalized solutions and ensuring that I felt supported throughout the call. I am grateful for the support and commend Medstar for maintaining such high standards in customer service.”

— Marsha B.

Medstar, with nearly four decades of experience, has been providing call center services for people with disabilities and special medical needs. Medstar's call center personnel are trained to be ADA-compliant and provide sensitivity training to respect the needs of clients. Their CSRs are trained to perform professionally, with a positive attitude and honesty, and to demonstrate respect for clients.

Call centers are an excellent way to improve a company's sales and growth. By ensuring that customers are satisfied and their inquiries are addressed promptly, CSRs can help retain existing clients and attract new ones. Medstar's call centers currently support nearly 250,000 calls annually with an average wait time of 40 seconds, which is exceptional considering that the Call Center operates 24/7, 365 days a year in the medical industry. This exceptional service helps Medstar become the company that it is today. 

Medstar CSRs also give valuable insights into customer behavior and preferences. By analyzing inquiries and complaints, the company can identify areas for improvement and make necessary changes to products or services. This data is also used to create new products or services that better meet the needs of clients.

One of the most impressive features of Medstar CSRs is their ability to communicate with clients in multiple languages. The company provides call center services in English and Spanish 24/7, ensuring that clients can access support whenever they need it. For clients who do not speak these languages, Medstar uses third-party translation providers or transfers calls to in-house translators. This commitment to linguistic diversity ensures that all clients, regardless of their language, receive the care and support they need. 

Customer Service Representatives are a vital part of a company's success, especially in the medical industry. Medstar call center's professionalism, sensitivity, and exceptional service make it perfectly positioned to offer call centers for medical-related services. With nearly four decades of experience, Medstar has proven to be an excellent choice for companies looking for high-quality call center services. By providing excellent customer service, improving sales and growth, and providing valuable insights, CSRs can help a company succeed and thrive.

Medstar CSRs are dedicated professionals who go above and beyond to ensure that their clients receive top-quality services and care.

Celebrating World Immunization Week

World Immunization Week is a global public health campaign that aims to promote the use of vaccines to protect people of all ages against vaccine-preventable diseases. The event is celebrated every year during the last week of April, and this year's theme is "Vaccines Bring Us Closer."

Immunization is one of the most effective ways to prevent diseases and improve public health. By receiving vaccines, people can protect themselves and others from serious illnesses such as measles, polio, tetanus, and influenza. Immunization also helps to reduce healthcare costs and improve the quality of life for individuals and communities.

However, despite the benefits of immunization, many people still face barriers to accessing vaccines. Some people may have mobility difficulties that prevent them from traveling to healthcare facilities, while others may lack access to reliable transportation or face language or cultural barriers that make it difficult to access immunization services.

This is where we – Medstar come in.

We provide transportation services for patients with mobility difficulties, including patients who need to go to immunization and medical appointments. Medstar's mission is to ensure that everyone can safely and efficiently access quality healthcare, regardless of physical abilities or transportation needs.

During World Immunization Week, Medstar plays a critical role in helping people access immunization services. By providing transportation to and from healthcare facilities, Medstar helps to remove transportation barriers and ensure that people can receive the vaccines they need to stay healthy.

In all, World Immunization Week is an important event that highlights the importance of vaccines in protecting public health. However, many people still face barriers to accessing immunization services. This is where Medstar plays a critical role in ensuring that everyone has access to quality healthcare, including vaccines. By providing transportation services and other support services, Medstar helps to remove barriers to immunization and improve public health outcomes for everyone.

Drivers: The Unsung Heroes of the Roads

April celebrates superheroes to honor all the superheroes in our lives. Superheroes come in many different forms, and one group of superheroes that often goes unnoticed are drivers. Whether it's a bus driver, delivery driver, or a taxi driver, these unsung heroes play a vital role in our lives every day

Drivers are the unsung heroes of the roads. They navigate through traffic, bad weather, and challenging road conditions to ensure that people and goods reach their destinations safely and on time. They work long hours, often sacrificing their personal time, to make sure that people can get to work, school, and other important places.

Just like superheroes, drivers possess extraordinary skills that allow them to perform their jobs effectively. They have exceptional spatial awareness, reflexes, and multitasking abilities. They are also skilled problem solvers who can quickly adapt to unexpected situations.

On National Superhero Day, it's important to recognize and appreciate the hard work and dedication of drivers. They are the ones who keep our society running smoothly, and without them, our daily lives would be much more difficult.

What We Do

Here in Medstar, the lives of our drivers go beyond driving. We have NEMT drivers who are trained to assist and secure patients into and from vehicles to their destinations. Safety is at the core of their work ethic and operations. Not only that, but our drivers also exhibit unparalleled customer service that ensures all needs and concerns of our passengers are addressed.

So, here in Medstar, we value our drivers as our very own superheroes. They may not wear capes or have superpowers, but they are true heroes who deserve our appreciation and respect.

The Realities of Living With Cerebral Palsy

To help advocate for patients with cerebral palsy, there’s a need to emphasize on understanding the realities of living with cerebral palsy and use this to enable them.

Patients with cerebral palsy experience struggle related to two primary functions: mobility and communication. 

First, common mobility issues that patients with cerebral palsy experience are uncontrolled and unpredictable movements, walking difficulties, and inability to change positions due to weak or stiff muscles. Due to this, patients with cerebral palsy need special assistance for mobility. To deal with this, there are tools and even transportation services that can help patients with cerebral palsy overcome mobility issues. For example, there are mobility aids that can help such as orthotic devices, walkers, walking sticks and canes, crutches, standers, and lifts.

Second, patients with cerebral palsy experience difficulties in communicating with other people due to issues related to muscle control of the mouth and tongue area resulting in speech difficulties. To deal with this, there are available resources such as speech therapy for children and communication partner training for teens and adults.

Given these difficult realities of living with cerebral palsy, it is harder for them to function daily and address their daily needs. 

What We Can Do

Addressing the daily needs of patients with cerebral palsy requires medical maintenance and close medical attention such as attending medical appointments. For patients with cerebral palsy, taking public transportation and even having private cars may not be enough to comfortably travel to their medical appointments and other destinations.

Medstar provides safe and professional transportation services such as ADA Paratransit and Microtransit that can accommodate patients with cerebral palsy who experience mobility and communication problems. These transportation services are specially equipped for passengers with mobility difficulties and limitations. Medstar offers transportation services with wheelchair loading and unloading, wheelchair securement, passenger securement, passenger release, and lift operators for buses, power chairs, and scooters. Medstar’s drivers and staff are also comprehensively trained for safety, Q’Straint Securement Restraint, Washington State Traffic Laws, and carefully assisting passengers with mobility and communication problems. In all, Medstar is here to help and serve you. For more information, contact us now at +1 (509) 728-9816.