IOWA MEDICAID NON-EMERGENCY TRANSPORTATION SERVICES MEDICAL PROVIDER FREQUENTLY ASKED QUESTIONS (“FAQ’S”)

A: To call for a ride or information about the system: 1-866-572-7662. The phone lines are open 8 AM to 5 PM, Monday through Friday. The phone lines will open on September 20, 2010 at 8:00 AM.

A: A trained TMS Call Center Technician will ask you several questions regarding your Medicaid eligibility, your individual needs, how you obtain your transportation services today, and other questions to determine your needs for non-emergency medical transportation services. The TMS Call Center Technician can also assist medical providers in scheduling.

A: Please have the following available every time you call:

• Your Full Name and Medicaid ID #
• Appointment day and time
• Name and complete address of your medical provider

A: Yes, the mileage reimbursement program will remain available. You must call TMS prior to traveling for any Medicaid compensable service for which you are seeking reimbursement. TMS will ask you several questions to document this transport so that it may be reported to Iowa DHS and Medicaid. TMS will need to obtain a copy of the active automobile insurance coverage that you carry on your vehicle. You will be mailed a Mileage Reimbursement Form and Trip Log which you may take to your medical provider that can verify that the appointment occurred for a Medicaid compensable service. Your medical provider may also verify this appointment electronically. Once that form is complete, you may mail it to the address printed on the form, and TMS will process and mail you your reimbursement.

A: Again, before any travel that you are seeking reimbursement for, you MUST call TMS first. TMS will collect several pieces of information from you and then mail the Mileage Reimbursement Form and Trip Log that you will take with you to the medical appointment. After completion of this form, you may mail this form and supporting information to TMS for mileage reimbursement, and TMS will process your payment.

A: Yes, a friend, family member, or volunteer may drive you to the medical appointment and receive mileage reimbursement. This transportation may be arranged along the same guidelines as if you were driving yourself. Please call TMS to inquire as to your travel needs and the information required from the friend or family member to be approved to receive mileage reimbursement. If approved, before each and every trip, you or your guardian must call TMS to receive approval to travel for a Medicaid compensable service.

A: You will call TMS and they will ask you several questions to determine your Medicaid non-emergency transportation eligibility status and your transportation needs. TMS will arrange the most appropriate form of transportation to get you to your medical appointment. Forms of transportation available include: public transit fixed route service, public transit paratransit service, private vehicle transport via a private company or non-profit organization, wheelchair transportation, stretcher transportation, and mileage reimbursement.

A: You must call 72 hours in advance of your Medicaid compensable trip. Please have available:

• Your Medicaid ID #
• Name and complete address of your medical provider
• Appointment day and time

A: Some members might be approved to use the same transportation provider, but part of the reason for using TMS’s services is to coordinate transportation more efficiently and that may mean switching transportation providers for some or all of your appointments, if it is more effective to do so.

A: Reservations need to be made Monday-Friday, from 8:00 am to 5:00 pm local time.

A: The TMS Reservation Line is available 24 hours a day/7 days a week for urgent situations (like an urgent care trip is needed, or a discharge from a hospital). Call 1-866-572-7662 and the message will give you the information you need on how to access a trained TMS staff member.

A: Please call immediately if there is a change in your schedule. Ideally, call 24 hours before a scheduled ride. Your courtesy allows us to better serve other members.

A: Please contact TMS immediately at 1-866-572-7662. Excellent service is our goal, and complaints will be documented and resolved.

A: Please contact TMS at 866-584-7597, and a TMS staff member will assist you.

A: Please attempt to estimate the time of your return trip when you first call for transportation services. However, if you are unsure when your appointment will end or you are delayed by your medical provider, please call TMS at 1-866-572-7662, and have the pickup address available and your Medicaid ID # so that TMS may notify your vehicle of your schedule.

A: You, a relative or guardian, caregiver, or medical facility staff member.

A: No, TMS contracts with transportation provider or utilized individuals to handle all direct on-the-street transportation services. This is to ensure the most cost effective and appropriate mode of transportation is provided each and every time a request is made.

A: Under the new brokerage model, when Medicaid Members have a need for NEMT services, they will call TMS, NOT their IMW Case Worker, or anyone else at DHS. The Brokerage system will ease pressure on many staff, whose workloads have increased because of attrition and retirements.