Scaling Policy Management and Building an Integrated GRC Program with Onspring
OVERVIEW
MTM Health, formerly Medical Transportation Management, is a healthcare and transportation management company founded in 1995. Its mission is to partner with health plans and community organizations to improve access to care, reduce costs, and support member independence. The company has evolved from a non-emergency medical transportation broker into a full healthcare services provider offering mobile integrated health, home and community based services therapies, and programs that address social determinants of health.
With this growth came increasing complexity within the Corporate Compliance department. MTM Health managed more than 500 policies and corporate documents that required multiple layers of review and approval. Processes were spread across paper files and spreadsheets and Sharepoint, creating inefficiencies and limiting visibility. The compliance team needed a modern platform that could centralize oversight, support a highly structured workflow, and scale with the needs of a rapidly expanding organization.
Profile
Company
Industry
Healthcare Services and Transportation Management
Founded
1995
Primary Services
Non-emergency medical transportation, mobile integrated health, HCBS therapies, SDOH programs
Impact
Matured policy management and accelerated GRC growth with five to six new modules scheduled to launch by early 2026
Challenge
A Policy Library that Outgrew Manual Tools
MTM Health’s policy challenges weren’t just about scale. They were tied directly to the company’s rapid growth across the non-emergency medical transportation (NEMT) space. While MTM was expanding its core operations, it was also increasing its national presence, acquiring other NEMT brokers, growing the MTM Transit business, and launching new initiatives like WANDA.
Each phase of growth brought new policies, procedures, and corporate documents into the fold. All of it was being managed manually through tools like SharePoint, Excel, and email. As more teams, reviewers, and committees became involved, maintaining version control and accountability became increasingly difficult.
Elizabeth Stumfoll, Senior Manager of Corporate Compliance, described the challenge clearly. “We were growing exponentially, and with that our policy library was growing. It is hard to manage 500 plus policies without some sort of sophisticated program.”
What worked at a smaller scale no longer held up. MTM needed a centralized, scalable way to manage policies across multiple business lines and acquired organizations, while laying the foundation for stronger, more mature GRC practices.
Why MTM Health Chose Onspring
Flexibility for Today and Room to Grow for Tomorrow
When evaluating software, MTM Health faced a choice between a single purpose policy tool and a broader platform that could expand with them. The team wanted something that would meet their immediate needs but also support future governance and risk initiatives.
Onspring stood out because it paired usability with long term flexibility. Elizabeth explained the distinction:
“There was one contender that only did one thing. It did policy management really well, but that was it. With Onspring we saw room to grow.”
Internal teams also recognized that the platform could serve many functions. Staff frequently asked whether new processes could be added, which reinforced how intuitive the system felt across the organization.
Implementation
Tailoring the Platform to a Mature Policy Program
MTM Health began by partnering with Onspring Professional Services to configure a highly detailed policy management workflow. The team built a structure that matched their existing processes, including layered reviews, committee oversight, ownership tiers, and backup approval logic. The system allowed them to maintain rigorous controls while improving efficiency and visibility.
Leveraging Out of the Box Capabilities for Risk Management
While policy management was already well defined, MTM Health’s risk program was still developing. For that reason, the team chose to implement Onspring’s out of the box risk module. This approach accelerated their maturity because it gave them a clear, structured model to follow. It also established consistency with other workflows in the system.
Elizabeth noted how the choice strengthened the program:
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“We decided to go out of the box and make our risk management process fit the Onspring mold. It escalated our maturity immediately.”
Results
A Strong Policy Foundation that Fueled a Broader GRC Transformation
Once MTM Health implemented policy management, the value of the platform became clear. The team expanded quickly into additional use cases, and the organization expects to roll out five to six new processes by early 2026.
The shift from siloed tools to a centralized platform created transparency across compliance activities. Policies, audits, corrective actions, and documentation are now connected, which helps leaders understand the relationships between these functions.
Elizabeth summarized the momentum the team experienced:
“We did not come to Onspring looking for a GRC product. We came for policy management. But once we got here, we immediately started growing.”
What worked at a smaller scale no longer held up. MTM needed a centralized, scalable way to manage policies across multiple business lines and acquired organizations, while laying the foundation for stronger, more mature GRC practices.
A Partnership that Drives Success
MTM Health highlights the strength of Onspring’s Customer Success team, training opportunities, and the knowledge of Professional Services as major contributors to their progress. Support was easy to access and responsive, and having a dedicated internal administrator helped build a strong foundation for continued expansion.
The combination of external expertise and internal ownership allowed MTM Health to move quickly and confidently.
Lessons Learned
Working within Onspring helped the compliance team understand how interconnected governance, audit, policy, and risk functions truly are. The platform tied together processes that previously operated independently, giving the team a unified view of compliance activities.
The experience also revealed the full versatility of the platform. Elizabeth shared a perspective that now guides how the team evaluates new opportunities:
“Do not cut Onspring short. It does a lot of things.”
As they explored more capabilities, the compliance team also discovered that building in Onspring is engaging and creative, which brought a sense of enjoyment to work that is typically structured and serious.
Advice for New Users
MTM Health recommends that new users start by exploring the system, ask questions, and embrace the learning process. Elizabeth offers a perspective grounded in her own experience:
“It is a lot easier than it looks. If you do not know how to do something, someone at Onspring or in the community does.”
The team encourages others to experiment with building, take advantage of support, and view the platform as a long term partner in maturing their GRC program.
