Frequently Asked Questions
We understand the critical role the Healthcare provider community plays in improving wellness for members and we consider you our partner in helping to deliver the best transportation services possible. Our staff is ready to work with you to facilitate transportation.
Access2Care’s program entails managing the NEMT benefit through a consolidated contact center. We review the member’s eligibility, make level of service (LOS) determinations (mileage reimbursement, bus, taxi, sedan, wheelchair van, etc.), and deliver the most appropriate and cost effective transportation via a credentialed provider.
If there is an urgent issue, please call our Contact Center directly, we will coordinate changes and manage any issues.
To schedule a ride, please call our Contact Center or click here to use our online trip scheduling option.
We can provide you with a trip number once the member’s transportation has been authorized. You can reference this trip number if you need to call back to confirm the name of the transportation provider or to make changes to your transportation request.
Access2Care’s goal is to provide the most appropriate, cost-effective level of service for each transport. We maintain open lines of communication with healthcare providers, community service agencies, and case management professionals to obtain relevant information that might change level of service determinations.
While we use pre-programmed business rules functionality to determine the authorized level of service consistently, the needs of a member are individually assessed for appropriateness.
Our scheduling system uses pre-defined criteria to determine the most appropriate transportation provider to meet the timeliness and physical and cognitive needs of the member. Once determined, the system automatically refers the member’s trip to that provider for rapid communication. Our system automatically geocodes pick-up locations, destination addresses and public transportation routes using a nationally accepted mapping software and our detailed database of provider capabilities and availability to best determine the most appropriate LOS and transport provider. Services may be provided via public transportation, when appropriate.
We do not set a specific pick up time, but rather establish a pick up window. The transport provider has one hour prior to the member’s healthcare appointment time to pick them up at their home. Conversely, they have one hour from the time the member calls for their return ride, to pick them up from their appointment.