Transcription
KansasNon-Emergency MedicalTransportationProvider ManualUpdated May 2022
Modivcare – Kansas NEMT Transportation Provider Manual – 2022Table of ContentsMANUAL PURPOSE. 4GENERAL DESCRIPTION OF THE TRANSPORTATION PROGRAM . 4Modivcare Responsibilities . 4Geographic Considerations . 6Business Offices . 6Toll Free Numbers . 7TRANSPORTATION SCHEDULING PROCEDURES . 7Gatekeeping and Member Worksheet . 7What can the Transportation Providers do to help the system work smoothly?. 7Member Registration and Reservations . 8Levels of Service for Transportation . 8Urgent Care . 9Escort . 9Complaint (Grievance) Process .10Transportation Assignment and Notification .10Transportation Assignment Procedures .12Hours of Operation .13Reservation and Service .13TRANSPORTATION PERFORMANCE STANDARDS .13TRANSPORTATION PROVIDERS' RESPONSIBILITIES .14Administrative, Reservation Receipt and General Responsibilities .14Other Riders .14General Vehicle Requirements .15Required Vehicle Safety Equipment .16Vehicle Inspections.16Driver and Attendant Qualifications .16Driver Training .17Driver Discipline .17Transportation Provider Staff Orientation.18Denial and appeals procedures .18Transportation Provider Performance Standards .19Insurance, Licensure & Certification .19Reimbursement of Transportation Providers .19Invoicing .19Spenddown Members.20Page 2 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022Payment Terms .20Maintenance of Records .21Trip Log .22Accidents, Incidents, and Moving Violations .23Transportation Provider Transportation Agreements .23List of Attachments .24Attachment #1 .25Attachment #2 .27Attachment #3 .28Attachment #4 .30Attachment #5 .36Attachment #6 .41Reconsideration Procedures .41Appeals Procedures .41Blank Provider Forms and Instructional Forms .42Additional Training Documentation.43Page 3 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022MANUAL PURPOSEThe purpose of this Modivcare Non-Emergency Medical Transportation (“NEMT”) Provider Manual is togive Transportation Providers an overview of the NEMT program as well as some important guidelinesand processes. In particular, this Manual will: Provide a general description of the Medicaid and Title XIX transportation program Discuss the Broker's responsibilities and organization Discuss driver, attendant, and vehicle requirements Discuss transportation scheduling procedures Discuss transportation performance standards Discuss transportation delivery procedures Discuss Transportation Providers' responsibilitiesGENERAL DESCRIPTION OF THE TRANSPORTATION PROGRAMNEMT is a Medicaid benefit available to Members that have no other means of transportation available.NEMT services are important to nursing facility residents, the frail and elderly, Members with disabilities,and any Members who need critical services such as dialysis, rehabilitation, physical therapy, orchemotherapy and have no other transportation available.Modivcare ResponsibilitiesModivcare will confirm that Members that are eligible for NEMT services receive transportation servicethat is safe, reliable and on time. As the NEMT broker, Modivcare coordinates reservations, transportationprovider contracting, complaint management and quality assurance, and claims payment for the full rangeof transportation services, including taxicabs, vans, mini-buses, wheelchair vans, stretcher vans,ambulances, fixed-route public transportation, and travel related expenses. The actual transportationservices are provided by independent transportation providers – Modivcare is not a transportationprovider and performs no direct transportation services.Modivcare is responsible to the Members and our Managed Care Organizations (“MCO”) for theperformance of the following tasks:1. Recruit and maintain an adequate NEMT provider Network;2. Operate a toll-free call center for trip requests;Page 4 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 20223. Verify Member eligibility;4. Assess Member NEMT service eligibility in accordance with the MCO’s policy;5. Verify that the purpose of the trip is to receive a service covered by Medicaid (which mayinclude confirming appointments with medical providers) provided by an available enrolledmedical provider;6. Assign and schedule trips on a per-trip or recurring basis with the most appropriate costeffective NEMT provider, consistent with the transportation needs of the Member (e.g., curb-tocurb or door to-door delivery, etc.) and the MCO’s policy requirements (e.g., travel distancestandards);7. Assure compliance with driver and vehicle requirements;8. Develop and implement a system that tracks contacts, complaints, and complaint resolutions;9. Develop and implement a monitoring system and quality assurance plan;10. Provide administrative oversight;11. Submit claims/encounter files to the MCO(s)12. Protect Member confidentiality under HIPAA;13. Maintain adequate staff and facilities; and,14. Participate in Member appeals as requested by the MCO(s).The basic steps Modivcare follows to arrange transportation, authorize services, and reimburseTransportation Providers for services are described below.1. Customer Service Representatives (CSRs) receive reservation telephone call from theMember (or representative) requesting Non-Emergency transportation services.2. The CSR will review the trip request and verify the Member’s program eligibility for therequested date of service.3. The CSR will assess the Member’s eligibility for transportation services in accordance with theMCO’s current transportation policy, including that the Member has no other transportationavailable.4. The CSR will verify that the trip is to a covered service, which may include confirmation that theservices are to be provided by an enrolled medical provider.Page 5 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 20225. The CSR (and the utilization review department, if necessary) will authorize the transportationservice level and inform the Member of the transportation arrangements. If necessary, the CSRwill verify the transportation need by confirming the appointment with the medical facility.6. Modivcare will assign the trip to the most appropriate and least costly Transportation Provideravailable consistent with the needs of the Member and the MCO’s policy requirements.7. Transportation Providers must re-confirm the pick-up with the Member 24 hours ahead of thescheduled medical appointment to reduce the possibility of no-shows.8. Modivcare makes payment to the Transportation Provider promptly upon receipt of a properlycompleted and verified trip invoice.These procedures will vary when public transportation, mileage reimbursement or other appropriatetransportation services are used and will be explained in more detail throughout this manual.Geographic ConsiderationsModivcare will schedule transportation to Medicaid Services only within the area customarily used forhealthcare services by the community in which the Member resides, and the Member’s benefit coveragemay further require the use of the closest available enrolled medical provider. Modivcare may scheduletransportation outside the area only if appropriate medical resources are not available within the area anda health care provider has referred the Member to covered services provided by an enrolled medicalprovider outside of the area. This includes limited out-of-state transportation services authorized on acase-by-case basis.Business OfficesThe Kansas NEMT operations will be coordinated from the Modivcare Business Office in Oklahoma City,OK and Call Center in Phoenix, AZ. This office will accept Member reservation calls during normalreservation hours but is also staffed 24/7 with key personnel that can assist Members with theirtransportation needs and provide support for technical and operational issues for TransportationProviders outside the normal operating hours. The Business Office is staffed with Modivcare personnelthat can respond to Transportation Provider inquiries, offer immediate assistance with trip assignments,reports, performance reviews, and help to resolve some billing issues.LocationModivcare4149 Highline Blvd, Suite 200Oklahoma City, OK 73108Page 6 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022Toll Free NumbersModivcare offers a dedicated phone line for Transportation Providers:Provider phone: (866) 697-0492Provider fax: (866)697-0497TRANSPORTATION SCHEDULING PROCEDURESGatekeeping and Member WorksheetThe gatekeeping function ensures that NEMT services are authorized and provided according to the termsand limitations of Modivcare’s obligations under its MCO contracts and as required under the stateMedicaid and Title XIX Program regulations. NEMT services are intended only for eligible Members whohave no other means of transportation to covered medical services. Additionally, reservations fortransportation services must be made three business days or more in advance of the appointment, exceptin the case of urgent care.A CSR will determine the Member’s eligibility for NEMT services in a three-step process.1.The CSR will confirm the Member’s eligibility by accessing a list of eligible Members providedby the MCO.2.The CSR will confirm that the Member is being transported to a covered service.3.The CSR will confirm that the Member has no other viable means of transportation available.The database of eligible Members is updated as new eligibility information becomes available; any changein Member address or eligibility information must come from the State. Members who seek reservationsfrom a different address than listed will be referred to the state unless the updated address can be verifiedthrough State eligibility website.What can the Transportation Providers do to help the system work smoothly?The trip details contained on trip reservations sent to Transportation Providers is derived in part fromMember eligibility files received from the MCO, as well as from the information received from Members (ortheir representatives) during phone reservation, or from medical providers on written standing orderforms. That information may not always be accurate or complete. The Transportation Provider plays animportant role in identifying gaps and errors in this information. Transportation Providers should informModivcare in writing if address information or scheduled pick-up or appointment times are inaccurate.Any Transportation Provider who has reason to believe that a Member should not be transported shouldcontact Modivcare immediately. This notification should include Member’s name, job number and date, aswell as the reason the transport is inappropriate. Such reasons may include that Member has access toPage 7 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022transportation, Member is not being transported to a covered service, or Member is assigned to the wronglevel of service (i.e., assigned to wheelchair or stretcher but Member is able to walk).Member Registration and ReservationsOur LogistiCAD NEMT management software has been customized to easily capture all of the informationrequired by our MCOs and by good business practice.Information about the Member's transportation reservation is divided into two primary parts. The pick-up location and the trip destination, which is obtained from the Member or Member’srepresentative The transportation specifics such as the level of service, time of pick-up, special needs of theMemberThe LogistiCAD software generates a pick-up time, or “be ready time”, based on the mileage of the trip.The assigned Transportation Provider may not modify these times; however, a Transportation Providermay offer Members alternative pick-up times to coordinate vehicle routes and multi-load opportunities.Any alternative pick-up time that Member and Provider agree to must be communicated and authorizedby Modivcare in advance.Reservation information is tracked in the LogistiCAD system based on a confirmation number or "job"number that is given to the Member as well as to the assigned Transportation Provider. Any reference tospecific transportation reservations should include the scheduled date of service as well as the specific jobnumber.Levels of Service for TransportationOur MCOs establish the basic criteria for determination of levels of transportation, and those criteria areincorporated into the standard operating policies and procedures and training materials used byModivcare and our CSRs. Our staff is trained to ask appropriate questions, including, but not limited to: Does the Member have his or her own wheelchair? Is the Member transferable (i.e., does not require a lift or ramp equipped vehicle)? Will treatment impact the Member’s ability to walk?The transportation level of service gatekeeping process is repeated at appropriate intervals to monitoracute conditions that can change over time.Page 8 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022The NEMT program allows for the transport of Members who are ambulatory, wheelchair dependent,stretcher dependent, or require ambulance service. Modivcare will contract with a variety ofTransportation Providers to meet the needs of the Members, including Paratransit companies, ambulancecompanies, public bus and rail systems, taxicab companies or charitable organizations.Transportation Providers must contact Modivcare if they believe that an inappropriate level of service hasbeen ordered for a Member. If a situation requires immediate attention, a Transportation Provider can callthe dedicated Transportation Provider Line for immediate assistance 24 hours a day.The following list identifies some special considerations concerning level of transportation. Wheelchair dependent Members must provide their own wheelchair. Wheelchair dependent Membersthat do not provide their own wheelchair will not be up-graded to stretcher transportation. Members who are stretcher dependent must have documentation submitted by a medicalprofessional to Modivcare that such service is the necessary level of transportation. The NEMT program does not cover emergency transportation of any sort and emergency calls willbe referred to 911 emergency services.Urgent CareModivcare shall arrange urgent care transportation when a Member qualifies for it and has no othermeans of appropriate transportation. Urgent care means an unscheduled episodic situation, in whichthere is no immediate threat to life or limb, but the Member must be seen on the day of the request andtreatment cannot be delayed until the next day. Hospital discharges are considered as urgent care.Modivcare will verify with the direct provider of the medical service that the need for urgent care exists.Valid requests for urgent care transport shall be honored within four hours of the time the request ismade.Urgent care is not transportation that is initiated by dialing 911. It is not transport that requires an immediateresponse to take a member to the emergency room for evaluation of a new or suddenly worsening conditionthat threatens life or limb (e.g., any sudden life-threatening medical situation, significant trauma, comas,shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose or any situation whereimmediate medical relief or treatment is necessary.) It is also not transport that someone forgot toschedule three business days in advance.EscortModivcare will authorize one escort to accompany the Member or group of Members who are visuallyimpaired, hearing impaired, members who have an intellectual or developmental disability, minors, or whoPage 9 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022otherwise require medically necessary assistance. Transportation Providers may not charge additionalfees for escorts.Complaint (Grievance) ProcessModivcare is responsible for recording and responding to complaints (grievances) associated with thedelivery of NEMT services. Grievances include those received from Members, medical providers orfacilities, Transportation Providers or any other individual or entity that contacts Modivcare. Providers mayfile a grievance within 180 calendar days of an event, but members may file a grievance at any time.Grievances are recorded within the LogistiCAD system and are investigated by the Quality AssuranceDepartment. Grievances are tracked based on their nature as well as any identified TransportationProvider involved. Excessive grievances concerning a specific Provider may result in a decrease in workassigned to, or a removal of the Transportation Provider from the NEMT network.Members or medical providers may file grievances about late trips by contacting a Modivcare through anyphone line – all Modivcare staff are trained to recognize and record service grievances. For Members thatcontact our Ride Assistance (“Where’s my Ride”) department, an assistant transportation coordinator willattempt to resolve matters by contacting the assigned Transportation Provider while the Member is still onthe line. Complaints that do not involve immediate service needs will be assigned to a Quality AssuranceCoordinator (QAC). Transportation Providers may also register general or specific grievances aboutModivcare services or about a Member by contacting Modivcare’s transportation department, or any otherModivcare operations staff. Grievances concerning billing situations should be directed to the ModivcareBilling Department. Transportation Providers will receive a monthly report of grievances that have beenvalidated concerning their company and/or specific drivers and reviewed during routine meetings withtheir assigned regional manager.Modivcare is not delegated to handle any formal member or provider appeals and grievances and mustforward all grievances to the MCO, on the day of receipt. The MCO will acknowledge all grievances inwriting within 10 calendar days and will work with Modivcare toward formal resolution of anytransportation-related grievance. The MCO will resolve all grievances within 30 calendar days and send aresolution letter to the complainant.Transportation Assignment and NotificationIt is Modivcare’s responsibility to send an initial trip reservation manifest to each Transportation Providerat least 48 hours prior to the date of service. The manifest will show all reservations that have tentativelybeen assigned to each company. Transportation companies must review the manifest and determine thatall reservations meet the service levels that they provide and are in the geographic area that they serve.Reservations outside of Provider’s service area must be sent back to Modivcare on the appropriateReroute form 24 hours or more before the scheduled pick-up time. Twenty-four hours before the date ofPage 10 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022service, Transportation Providers may receive a revised manifest. The revised manifest will include anychanges or additional reservations that may have been assigned to a Transportation Provider. Any tripsthat are assigned to the Transportation Provider within 24 hours of the trip pick-up time will also beverbally confirmed with the Transportation Provider.Transportation Providers with appropriate systems and if pre-approved by Modivcare may download theirmanifests at their convenience from a secured internet website. Alternatively, manifests will be faxed tothe number that each Transportation Provider submits to Modivcare on the Transportation ProviderQuestionnaire. Transportation Providers must submit changes to the fax number to Modivcare in writingon their company letterhead.Transportation Providers will complete all transports that have been assigned to them on their manifestsand not appropriately rerouted back to Modivcare, absent extenuating circumstances. Trips that arererouted must include a reason. If a Transportation Provider continually receives excessive reservationsfrom Modivcare, they should contact our Transportation Manager to confirm that our information for theProvider’s vehicle capacity is current and correct. Transportation Providers that reroute reservationswithout a valid reason, or who do not reroute reservations in a timely fashion, will find their assignedreservations decreased.Return trips for individuals are authorized during the reservation process However, individuals often donot know when their medical appointment will end, or know an exact return time. As a result, many tripreservations show the return leg as a "Will Call" on the trip manifest. Members should call Modivcarewhen ready to be picked up for the return trip to home or residence. Drivers should never ask Members tocall them directly when they are ready for a return pick-up. The correct return pick-up time must berecorded by the driver and submitted when Transportation Providers report the return pick-up time onbilling forms Requests for return pick-ups shall be honored within one hour of the time the request ismade.Transportation Providers must review trip manifests prior to the scheduled date of service. Werecommend that the following procedures, at a minimum, be followed.1. Contact Members no later than the night before the transport to confirm that they are still in needof transportation and thereby reduce the risk of a Member no show.2. Arrange pick-up times to maximize the ability to appropriately multi-load while still getting theMembers to their destinations on time. Reminder: The Transportation Provider MUST notifyModivCare of any schedule time changes BEFORE performing the trip. Transportation Providersare not authorized to change pick-up times without first contacting ModivCare.3. Report all cancellations, no shows and refusals on your Cancellation Report Form. TheTransportation Provider must submit the Cancellation Report Form to ModivCare by 12:00 pmPage 11 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022(noon) each day for the previous day’s cancelled transports. Cancellations may also be reportedon-line via the internet.Only those trips on the manifest for which Modivcare has assigned a job number are authorized forreimbursement. Payment will not be made for trips not on the manifest or not otherwise authorized,with a job number, by a Modivcare representative.Transportation Assignment ProceduresReservations are assigned to a Transportation Provider based on numerous and continually changingfactors. This assignment is generally made at the time of the initial call but may change prior to the actualtrip date.Modivcare is a purchaser of transportation services from numerous Transportation Providers in themarket place. As in any market situation, Modivcare is free to choose from whom it will buytransportation services, how much it will purchase, and what price it is willing to pay. The TransportationAgreement does not guarantee Transportation Providers any minimum trip assignments fromModivcare. While Members have no direct right to choose a particular Transportation Provider,Members and medical providers can influence Modivcare’s assignments by reporting service and qualityissues.Prior to the scheduled date of service, the Modivcare staff reviews all reservations and makes anynecessary changes to the Transportation Provider assignment. These changes are intended to insure thefollowing: The Transportation Provider assigned can supply the indicated level of service The Transportation Provider assigned is available in the pick-up area indicated The number of reservations assigned to a Transportation Provider does not exceed theTransportation Provider’s capacity The trips are assigned in the most cost effective manner The Transportation Providers utilized have been cleared to participate in the NEMT programPage 12 of 43
Modivcare – Kansas NEMT Transportation Provider Manual – 2022Hours of OperationReservation and ServiceThe call center is staffed to receive reservations Monday through Friday between the hours of 08:00 to20:00 (8:00 am – 8:00 pm). Our office is staffed 24/7 to handle ride assistance and urgent reservationrequests (including discharges) at any hour of the day or night, 365 days a year.TRANSPORTATION PERFORMANCE STANDARDSQuantifiable performance standards are an essential element of the NEMT program. Performancegoals are used to measure the quality of delivered service and to target corrective activities to achieveoverall quality goals.Specific driver standards of customer service and conduct are incorporated into all TransportationProvider contracts. Additional proactive steps are taken, as outlined below, to maintain compliance withthe spirit and intent of the performance standards.1. Confirm that the information taken at the time of call intake is accurate and complete so that nodelays are attributable to bad addresses. Inform Members of the pick-up times that allow ontime arrivals for appointments. Aggressively pursue continued no-show or late cancellations byMembers as these practices reduce the entire system's on-time performance.2. Assign trips to promote the most efficient use of multiple-l
Transportation Providers for services are described below. 1. Customer Service Representatives (CSRs) receive reservation telephone call from the Member (or representative) requesting Non-Emergency transportation services. 2. The CSR will review the trip request and verify the Member's program eligibility for the requested date of service. 3.
