Members/Riders Frequently Asked Questions
- Q: Who is eligible for transportation?
A: To get rides to heath care appointments using our non-emergency medical transportation (NEMT) services, you must be an eligible Medicaid recipient who is a member of one of Access2Care's contracted health plans. These NEMT services help you when you have no other way to get to your healthcare appointment.
- Q: How much does it cost?
A: Rides are covered by Medicaid via your health plan, so there is no charge to you.
- Q: How do I ask for a ride?
A: Please contact Access2Care by using your health plan's toll-free number. For routine trip requests, Access2Care can schedule your trip up to 30 days in advance. Please call at least two business days before your healthcare appointment so we can make sure you get the ride you need.
- Q: Who can call to set up a ride?
A: The member, a parent or guardian, other relative, the health plan, or a medical provider can schedule a member's ride through Access2Care. To protect your privacy, the person will need to know at least three of the following items: member name, date of birth, address, phone number, and/or Medicaid ID number.
- Q: What do I need when I call?
A: Please have the following items handy when you call:
- Your Medicaid ID number
- Your home address and phone number
- Your mailing address (for bus tickets/passes)
- The day and time of your healthcare appointment
- The complete address for your healthcare appointment
- Your attendant's name and age, if needed
- The general medical reason for your appointment
- Q: Where can Access2Care take me?
A: To any healthcare appointment covered by your transportation benefit within the covered area, or outside the area with approval from your health plan.
- Q: How will I get to my healthcare appointment?
A: Access2Care will arrange the lowest cost, most appropriate ride based on the member's needs. The kind of vehicle is based on the member's medical condition at the time of the appointment. Transportation companies may use sedans, vans, or wheelchair vans. Additionally, mileage reimbursement and public transportation services are offered.
- Q: Can I set up more than one ride at a time?
A: Yes. Trips can be scheduled up to 30 days in advance.
- Q: How will I know what time to be ready for my ride to my appointment?
A: Please be ready 90 minutes before your appointment time. The state of Texas requires that members be dropped off at their appointment no less than 15 minutes but no more than 60 minutes from their appointment time. The transportation provider will contact you 24 hours in advance to confirm your pick-up time. Please note that if you are assigned to a TNC (ride share), you will not receive a confirmation call.
- Q: What if I need to bring medical equipment during my ride?
A: If your medical equipment can be taken safely, we will be happy to bring it with you. We cannot bring other personal items such as luggage. If you have any special needs, please inform the member service representative when you call.
- Q: What if I have an emergency?
A: In an emergency, dial 9-1-1.
- Q: What if I need help for my ride?
A: At the time of your call, please let us know of any help that you will need. The state of Texas only allows for curb-to-curb services. If you use a wheelchair and are unable to transfer from the wheelchair to the vehicle, the transportation provider will assist the member into the vehicle and secure the wheelchair. If the member requires additional assistance getting in and out of the vehicle or to and from the door of their residence or facility, the member will be responsible for having an attendant ride with and assist them.
- Q: How will I get home after my appointment?
A: The driver that brings the member to their healthcare appointment will give the member a card with their phone number. When the appointment is over, the member can call the driver directly and request their return ride. Alternatively, the member can contact Access2Care directly to request a return ride with the transportation provider on their behalf. The driver will pick you up within one hour of your call.
- Q: What if my ride is late?
A: Please contact Access2Care as soon as possible to inform them of any delays in receiving a return ride.
- Q: What if I am unhappy about the services I receive?
A: Access2Care is committed to providing the best service possible. If you are unhappy with your ride or have any other concerns, please contact Access2Care via your health plan's toll-free number to express your dissatisfaction.
- Q: What if I schedule my ride but found out later that I won't need a ride back home?
A: Please call Access2Care via your health plan's toll-free number to request any updates to your trip request.
- Q: What if my health care appointment is cancelled after I've already set up a ride?
A: Please contact Access2Care as soon as possible to inform us of your canceled trip.
- Q: If I am told that I cannot get a ride, do I have the right to appeal?
A: Yes. Please call your health insurance provider to learn how.
- Q: How is a transportation provider assigned?
A: It is our desire to facilitate continuity of care, whenever possible, by keeping the member with a consistent transportation provider. We partner with the region's dialysis centers to help determine the most appropriate transport provider for each member needing these services. We can assign preferred providers when needed.
- Q: How does Access2Care schedule transportation to and from dialysis appointments?
A: Access2Care schedules dialysis transportation on a standing order basis. After the member schedules their first dialysis trip, Access2Care will identify the recurring appointments and extend the member’s transportation in 90 day increments. We look to our dialysis center partners to advise us of changes.
- Q: How are transportation pick-up times determined?
A: The state of Texas requires that members be dropped off at their appointment no less than 15 minutes but no more than 60 minutes from their appointment time. The transportation provider will contact you 24 hours in advance to confirm your pick-up time. Please note that if you are assigned to a TNC (ride share), you will not receive a confirmation call. If a member knows when their appointment will end, a specific pick-up time may be scheduled. When scheduling a specific pick- up time, we recommend adding a few extra minutes in case the appointment takes longer than expected. The transportation provider will arrive as close to the scheduled pick-up time as possible and should arrive no more than 15 minutes past the scheduled time. If the actual end time of the appointment is unknown, then we will schedule the return trip as a “will call” which means the transportation provider will need to be called when the appointment ends. They will arrive within no more than an hour of the call.
Meals:
- Q: Who can request meal assistance?
A: Members aged zero to twenty are eligible.
- Q: How will I receive my meals assistance?
A: A prepaid debit card is mailed to the member's mailing address on file so they may purchase meals.
- Q: When will I receive my prepaid debit card?
A: You should receive your prepaid debit card 24 hours prior to the member’s appointment.
- Q: When will my funds be available?
A: Prepaid debit card funds are released 24 hours prior to the appointment. A letter will also be mailed with your card for instructions.
- Q: What can I use my prepaid debit card for?
A: Our Care Coordination team will provide a welcome letter and a list of merchants that are allowed.
- Q: When will I receive a call from Access2Care?
A: Access2Care will contact the member upon receiving the initial request to ensure all details needed are received (typically one week prior to the appointment). An A2C Team Agent will be contacting you again two to three days prior to appointment to provide final details needed for your upcoming appointment. Be sure to answer phone calls from area code (208).
- Q: What if I come across any issues after hours?
A: Please contact Access2Care by using your health plan’s toll-free number.
- Q: How much will I receive for meals?
A: A $25 meal per diem is allowed. Additional approved attendants are also eligible for the meal per diem.
Lodging:
- Q: Who can request lodging assistance?
A: Members aged zero to twenty are eligible.
- Q: How will I receive my lodging assistance?
A: Lodging will be scheduled through Access2Care.
- Q: When will I receive a call from Access2Care?
A: Access2Care will contact the member upon receiving the initial request to ensure all details needed are received (typically one week prior to the appointment). An A2C Team Agent will be contacting you again two to three days prior to appointment to provide final details needed for your upcoming appointment. Be sure to answer phone calls from area code (208).
- Q: What if I come across any issues after hours?
A: Please contact Access2Care by using your health plan’s toll-free number.
- Q: What if I need transportation to my hotel?
A: Be sure to let Access2Care know transportation will also be needed so it may be scheduled in advance.
Advanced Funds:
- Q: Who can request Advanced Funds assistance?
A: Members aged zero to twenty are eligible.
- Q: How will I receive my gas assistance?
A: A prepaid debit card is mailed to the member's mailing address on file.
- Q: When will my funds be available?
A: Prepaid debit card funds are released 24 hours prior to the appointment. A letter will also be mailed with your card for instructions.
- Q: When will I receive a call from Access2Care?
A: Access2Care will contact the member upon receiving the initial request to ensure all details needed are received (typically one week prior to the appointment). An A2C team agent will be contacting you again two to three days prior to appointment to provide final details needed for your upcoming appointment. Be sure to answer phone calls from area code (208).
- Q: What if I come across any issues after hours?
A: Please contact Access2Care by using your health plan’s toll-free number.
- Q: What is the difference in advanced funds and mileage reimbursement?
A: Advanced funds are provided to you prior to attending your appointment. Mileage reimbursement is reimbursed four to six weeks from the receipt of the required completed Trip Log. Advanced funds and mileage reimbursement both require the driver to be registered with Access2Care as an ITP driver.
- Q: How do I enroll?
A: Once advanced funds and/or mileage reimbursement is requested an Access2Care team member will reach out to start the process of enrolling. An ITP Packet can be sent via email, mail, fax, or electronically through https://amr-svwzg.formstack.com/forms/itp_forms_main_page.
- Q: Will I receive an authorization number at the end of the call?
A: 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.
- Q: How is the level of service determined?
A: 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 to determine the authorized level of service consistently, the needs of a member are individually assessed for appropriateness.
- Q: How is a transportation provider assigned?
A: 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 level of service and transport provider. Services may be provided via public transportation, when appropriate.
- Q: How are transportation pick-up times determined?
A: Please be ready 90 minutes before your appointment time. The state of Texas requires that members be dropped off at their appointment no less than 15 minutes but no more than 60 minutes from their appointment time. The transportation provider will contact you 24 hours in advance to confirm you pick-up time. Please note that if you are assigned to a TNC (ride share), you will not receive a confirmation call.
- Q: Who can request mileage reimbursement?
A: Enrolled Medicaid members may be eligible. The individual driving must have a valid driver’s license, insurance, and registration.
- Q: How much will I get reimbursed?
A: The mileage reimbursement rate is established by the state of Texas.
- Q: Do I have to call Access2Care to schedule mileage reimbursement?
A: Yes, all trips must be scheduled through Access2Care to qualify for mileage reimbursement. You will receive a trip number which is your authorization number for every trip scheduled with Access2Care. To schedule a mileage reimbursement trip, the driver must be a registered ITP driver with Access2Care. You must schedule your trip prior to your appointment, but do not need to adhere to the full two business days’ notice.
- Q: What is a Trip Log Form?
A: A trip log form is required to be filled out and signed by the physician, or representative of the physician, and MUST be sent back to Access2Care to receive mileage reimbursement within no more than 95 days from the date of the appointment to be eligible to receive reimbursement. Please note that the trip log form must be filled out completely and accurately to be eligible for reimbursement.
- Q: What if I have a question about ITP paperwork?
A: Contact Access2Care by using your health plan’s toll-free number.
- Q: What are Transportation Network Companies, and do I have to use them?
A: Transportation Network Companies (TNCs) include transportation services through companies like Lyft and Uber. Services through TNCs are voluntary and a member can request to not use TNCs.
- Q: Is every trip eligible for TNC?
A: No, members must be at least 18 years old and require no assistance from the driver at any point during the transport. It is preferred that members using this service have cellphones to receive important text updates about their trip and link to request their ride home. TNC Services are not available in all zip codes.
- Q: Will the driver come to my door when they arrive?
A: No, you will be notified when the driver arrives via text message. The driver will wait in the vehicle no longer than five minutes. TNC drivers are not permitted to assist you from your home or the medical office to the vehicle. As with other NEMT services, TNC is a curb-to-curb service.
- Q: Do I have to use public transportation if it is identified as the primary level of service for my trip?
A: In the state of Texas, yes. However, if you are unable to use public transportation due to a physical or cognitive barrier, you may be eligible for a higher level of service. If you are assigned public transportation and believe you are unable to use fixed route services, please let the agent know before disconnecting the call so they can request a travel assessment.
- Q: What is a travel assessment?
A: If public transit is identified as a primary level of service but member believes they are unable to use fixed route service due to a physical or cognitive barrier, then the member may receive a 14 day grace period to conduct a travel assessment. When a travel assessment is requested, a level of need form will be distributed to the member’s primary care physician (PCP) to identify the most appropriate level of service. If the form is completed and returned within the 14 day grace period, authorization of the level of service as indicated by their medical provider will be granted. If the form is not received within 14 days, level of service may revert to public transit.
- Q: Can I bring an additional passenger or attendant with me on public transportation?
A: Yes. Members who need assistance using public transit may also receive an additional pass for travel with a personal care attendant upon request. Additional passes may also be sent for members traveling with children under 12 years old upon request.