General SRC #27, Attachment 3: Non-emergency Medical

Transportation Announcement

AHCA approved on 6/1/2017 1—Non-emergency transportation FAQs

Non-emergency medical transportation Magellan Complete Care’s non-emergency medical transportation vendor will officially change starting June 17, 2017. These services will be delivered by a new vendor named Veyo. Logisticare will no longer provide transportation for Magellan Complete Care after that date.

Frequently asked questions What is Veyo? Veyo is a technology-based, member transportation vendor that Magellan Complete Care of Florida has contracted to coordinate its non-emergency medical transportation benefits. They partner with medical facilities throughout Florida to ensure safe and efficient transportation services to Magellan Complete Care’s Medicaid members. What are the requirements for using non-emergency medical transportation services? The member must be enrolled in Medicaid and be attending a covered medical appointment where they have no other means of transportation. Non-emergency medical transportation is offered to members that cannot drive themselves or do not have a neighbor, friend, relative, or voluntary organization that can take them to their appointment. The member must request transportation in a minimum of three business days (72 hours) in advance. Members should be ready for pickup one hour before their appointment time. What information do you need to schedule a trip?

First, last name and member ID number

Home address where they will pick the member up

Telephone number to contact member

Name, address, and phone number of the healthcare facility

Appointment time

Type of provider they are seeing

Is it a reoccurring appointment How is a trip scheduled? To request transportation, please call toll free 800-424-8268 at least three business days (72 hours) before the member’s healthcare appointment. If you call within 72 hours of the appointment and the trip is not urgent, the appointment may need to be made for a different date.

What are the call center’s hours? The call center’s hours of operation are Monday through Friday from 8 am to 7 pm ET. During non-operating hours, representatives will be available for assistance with hospital discharges and other approved urgent trips. When will the member arrive? When scheduling the trip, please keep in mind that the driver may drop off the member at the facility at the scheduled appointment time.

General SRC #27, Attachment 3: Non-emergency Medical Transportation Announcement

AHCA approved on 6/1/2017 2— Non-emergency transportation FAQs

If it is a large facility or the member needs to arrive before the appointment time, please let your member know so they can factor this in when scheduling their transportation. When does a member need a prior authorization for booking trips? • For any one-way trip that is over 30 miles • Any trips made out of State • For 10 or more service dates in a 30-day

period • For recurring trips, meaning 3 or more trips

in one week to the same location • For any transportation for bariatric

wheelchair and bariatric stretcher trips How can a member request prior authorization? For prior authorization or questions regarding prior authorization, please call toll free at 800-424-8268 or call the main call center at 800-327-8613 or 800-424-1694 for TTY. How long is a prior authorization good for? Trips for Dialysis require a new prior authorization from Magellan Complete Care every six months. All other trips explained above require a new prior authorization every three months. What is a reoccurring trip? A trip to the same location three or more times in one week. Recurring trips must receive prior authorization from Magellan Complete Care. Once received, prior authorization will be valid for six months. After this time, members must receive an additional prior authorization to continue booking recurring trips. What time should I use when requesting transportation for a member? Please use the actual time the member needs to arrive at the healthcare facility.

For the return ride, please use the actual time the member will be ready to leave the facility. If the return time is not known at the time of the reservation, we will assign a return trip as a will-call trip. In this case, call 800-424-8268 when the member is ready for their ride home. A transportation provider will arrive within one hour following a will-call request. Who do I call to get an ETA on a member’s transportation? Please call 800-424-8268 and listen to the prompts. How do you cancel a scheduled trip? To cancel a transportation request on behalf of a member, please call toll free 1-800-424-8268 before the member’s scheduled pick-up time. Cancellations should be communicated as soon as they are known. If the transportation is being cancelled as part of a recurring trip series, please notify the call center on whether the cancellation is for a specific date, or if it is for all future instances of that trip. Do transportation providers have standards of behavior? Prior to driving any member, all of our drivers go through extensive onboarding which includes, but is not limited to: • ADA and HIPAA regulation training • Sensitivity and professionalism training • Customer service expectations • Compliance with protocols and contractual

obligations • CPR and first aid certification • State background check • Rigorous vehicle inspection

General SRC #27, Attachment 3: Non-emergency Medical Transportation Announcement

AHCA approved on 6/1/2017 3— Non-emergency transportation FAQs

What happens if there is an emergency weather event? All weather conditions are monitored when trips are scheduled. If the conditions are not safe for travel, the member will receive a call to reschedule their appointment. All passengers who have been taken to an appointment will be picked up and taken home. What does a member do if they want to file a complaint? To file a complaint, a member can contact the Veyo Quality Assurance team at 800-424-8268 or qualityassurance@veyo.com

General SRC #27, Attachment 3: Non-emergency Medical Transportation Announcement