Facilities FAQ's

Below is list of questions frequently asked by facilities. To see an answer, click on the question or use the Expand and Collapse buttons. You may also print the list of questions and answers by clicking the “PRINT” button.

GENERAL

What services are provided by Modivcare?

Modivcare coordinates NEMT services for members who have no other way to get to covered healthcare services. This can include curb-to-curb, mileage reimbursement or mass transit passes.

How do I arrange transportation?

You should call Modivcare at 1-844-287-6698 M-F 9 am to 5 pm.

Please have the following information available:

Client’s full name, Medicaid ID # and pick-up address and zip code.
Name, phone number, address and zip code of treating provider.
Appointment date and time.
Special transportation needs.

How do I arrange a hospital discharge?

Hospitals contact the Facility Line at 1-844-287-6698 and select the discharge prompt.

How much notice is needed to book a reservation?

Two business days’ notice prior to the date of the scheduled appointment is recommended.

What if the facility has an urgent/same day trip?

Urgent/same day trips can be booked through Modivcare. Such trips should be for true urgent conditions where a provider is requiring the client be seen the same day or next day. All urgent/same day trips will be verified with physician’s office for medical necessity. If it is a case where the trip was just not called in timely, then in those cases, the appointment should be rescheduled so that transportation can be booked providing the two business day notice. Examples of urgent trips would be: Dialysis, Wound Care, Chemotherapy, and Radiation.

What if the Facility has an emergency trip?

Emergency ambulance trips are not arranged through Modivcare. If an emergency ambulance trip is needed, 911 should be called. An example of an emergency would be: significant trauma, coma, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose and any situation where immediate medical relief or treatment is recommended.

OTHER CONCERNS

What if transportation is late?

If transportation is more than 15 minutes late, please contact Ride Assist immediately at Marion-Polk: 1-844-544-1398, Columbia-Gorge: 1-855-397-3618, and Central Oregon: 1-855-397-3620

What if the members’ appointment is running late and he/she will be late for the scheduled pick up?

Please contact Modivcare Facilities line 1-844-287-6698 immediately upon knowing the client will not be ready by the scheduled pick-up time.

What if a facility has a problem with the transportation service?

If you have a problem or question about transportation service beyond a specific inquiry about a late pick-up, please contact the Facilities Line at 1-844-287-6698

How does a facility contact Modivcare if they experience ongoing transportation issues?

Modivcare has an Outreach Coordinator whose job is to educate facilities on Modivcare’s policies and procedures and to work with facilities to resolve any ongoing issues they may have with transportation. Please call the Modivcare Facilities line 1-844-287-6698 to be connected with the local Outreach Coordinator.

What happens if a transportation provider fails to arrive at the scheduled time?

Modivcare maintains a staff to resolve any issues when a transportation provider is late or fails to show at the scheduled time. A dedicated phone line is available to call and find out the status of the ride. This line is called Ride Assist and the phone number’s are Marion-Polk: 1-844-544-1398, Columbia-Gorge: 1-855-397-3618, and Central Oregon: 1-855-397-3620

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Facilities FAQ's

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