amerigroup iowa, inc. documents... · based services (hcbs) transportation, not counting the day of...

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Revised 2018 LogistiCare Solutions LLC –Confidential & Proprietary

Amerigroup Iowa, Inc.

January 20, 2017Updated April 2018IAPEC-1036-18 August 2018

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LogistiCare works with all stakeholders to coordinate reliable transportation for

non-emergent medical appointments and HCBS Waiver trips.

“We can do no great things, only small

things with great love .”

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Basic Steps

Customer Service Representatives (CSR’s) receive reservation requests via phone or online (Member name, ID#, date of birth, pick up/drop off and appointment information must be provided) HCBS Waiver may be non-medical in nature

CSR’s review the trip request and eligibility for the requested date of service

The CSR will assess the participant’s eligibility for transportation services in accordance with Amerigroup covered services

LogistiCare will assign the most appropriate Transportation Provider or mode of transportation

Providers will confirm trip information with the member the day or evening prior to date of service

Discrepancies in trip information should be directed to LogistiCare

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Member’s Requests

Member can call in or request a trip online• Reservation Line: 844-544-1389• Online Website: member.logisticare.com• Ride Assist: 844-544-1390

• When member ready for unscheduled return home• When member’s scheduled time has changed• When member’s scheduled ride is late• Concern/complaint

2 Business days’ prior notice is required for routine NEMT,

not counting the day of the appointment

Monday Booking for Wednesday

Tuesday Booking for Thursday

Wednesday Booking for Friday

Thursday Booking for Monday

Friday Booking for Tuesday

Sat. & Sun. The cut off is Thursday

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Facility’s Requests

A Facility can call in, fax, or request a trip online• Facility Line: 866-277-8962• Fax Number: 866-535-0246• Online Website: tripcare.logisticare.com

Initial EDI form must be completed by facility

2 Business days’ prior notice is required for routine NEMT,

not counting the day of the appointment







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HCBS Transportation

A Social Worker/Case Manager can call in, fax, or request a trip online• Facility Line: 866-277-8962, Prompt 2• Fax Number: 866-535-0246• Online Website: tripcare.logisticare.com

EDI form must be completed by facility

2 Business days’ prior notice is required for routine NEMT or Home and Community

Based Services (HCBS) transportation, not counting the day of the appointment.

Allowance for short notice is given but unable to guarantee available transport for less

than 2 Business days’ notice.







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Standing Orders and Single Trips

Standing Orders• Member has a repeating appointment

Weekly Recurring Appointment Same Time Same Location Cancellations due to hospitalization should be communicated

• Facility must set up, form can be faxed or set up online through TripCare

Single Trips• Needing a one-time trip only• Member, Member Representative, Social Worker/Case Manager, or

Facility may set up, form can be faxed or set up online through TripCare or MSW (Member Services Website)

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Modes of Transportation

Mileage Reimbursement• $0.40 Per Mile• 1 Hour Advance Notice• Name of Driver, address, phone, SSN, Driver’s License, Valid Insurance• Form required with signature of treating physician

Mass Transit• Member usage must be appropriate and available • Member resides less than ¾ mile from transit stop

Ambulatory

Wheelchair

Stretcher• NEMT Stretcher• ALS/BLS

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Hours of Operation

Transportation Hours • Monday-Saturday 4am-7pm

HCBS Waiver Transportation Hour• Monday-Sunday all hours

Administrative Offices in Oklahoma City

• Monday through Friday, 7:00 A.M. to 6:00 P.M. CST

Reservation Line and Ride Assist


Facility Department


Calls are routed to the Arizona call center for all evening,

weekend and holiday urgent care calls

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Key Points

2 Business Days’ Notice

• Same day non-Waiver medical appointments may be arranged with verification

of urgency

• Same day HCBS Waiver appointments may be arranged with no guarantee

Shared ride program-other members may ride together on vehicle

Urgent Requests or trips between 50 and 249 miles one way – Require

Verification of appointment/urgency

Trips 250 miles or more one way - Require plan approval

Reservations can be scheduled up to 30 days in advance

Hospital Discharges- pick up should occur within 3 hours of call from

discharging facility

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Key Points

Will Call Returns – pick up should occur within 1 hour of call from member

to Ride Assist

15 minute window of arrival for pickup for scheduled time

Escorts – LogistiCare may authorize up to 2 escorts. Providers may not

charge additional fees for escort

Minors between the ages of 12 and 16 years may not ride alone unless a

Minor Consent Form is on file or minor is emancipated

Minors under the age of 12 years must have escort

Member must provide necessary wheelchair, car seat or other DME

Service Animals allowed per ADA

Pharmacy trip allowed following approved trip and within 10 miles of

member’s return address

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Key Points

Meals and Lodging requests are approved by the plan

Meals and Lodging can be arranged by calling the Facilities line

Members with car in household are encouraged to transport, mileage

reimbursement is offered

Trips to ER are not a covered service

Walk in Clinics are covered however pick up is within a 3 hour window

HCBS Waiver members are allowed non-medical appointments, such as

work, groceries, personal errands, recreation

HCBS Waiver members receiving SCL services only receive medical trips

through LogistiCare

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Key Points

Requests for specific providers are allowed, however no guarantee is

offered as providers may refuse or reroute trips based on availability

Drivers are limited to assisting member in and out of the vehicle at the

curb

Drivers do not load groceries or purchases

Drivers do not assist members in and out of their residence or facility

Drivers should notify member when they arrive for pick up

Members should always call LogistiCare when they are ready to be picked

up—they should not call the drivers or transportation company

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EDI Form

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TripCare Website Benefits

Offers 24/7 access, enter a trip request or standing order request anytime, from anywhere

Provides trip accuracy

Allows a facility to check the status of a trip request, as well as the ability to modify trip requests

Eliminates the necessity to place request by phone

Eliminates the need to fax “on demand trip requests” and or standing order requests

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Website Address

• https://tripcare.logisticare.com/login

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https://tripcare.logisticare.com/login

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Iowa- Contact Information

• Reservations 844-544-1389

• Where’s My Ride 844-544-1390

• Facilities 866-277-8962

– (Meals/Lodging/HCBS Reservations)

• Provider 866-277-8958

Downloadable forms https://facilityinfo.logisticare.com/

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https://facilityinfo.logisticare.com/

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Key Points of Contact

Administrative Phone – 800-243-5560

VP Operations• Mike Van Pelt, Ext. 2201• [email protected]

Assistant General Manager• Heather Williams, Ext. 2211• [email protected]

HealthCare Manager Jeannie Sutton, Ext. 2270 [email protected]

Transportation Manager• Kelly Franklin, Ext. 2205• [email protected]

mailto:[email protected]




amerigroup iowa, inc. documents... · based services (hcbs) transportation, not counting the day of...

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