New Company to Manage Transportation Services for Members
Read below to get information on the transition, improvements to services, and upcoming webinars about the benefit.
Beginning November 1, 2021, a new company called Veyo will arrange rides for Wisconsin Medicaid members to get to their covered health care appointments. Members who are eligible for this benefit, called non-emergency medical transportation (NEMT), will continue to call the same number (866-907-1493) to arrange rides. Providers can also request rides for eligible members.
The outgoing vendor, MTM, will continue to provide services through October 31. There will be no changes to the types of appointments that are covered or types of transportation provided with the transition to Veyo.
In late September, the Department of Health Services (DHS) mailed members a ForwardHealth Update that explains this transition. A copy of the member Update is included as an attachment to the provider NEMT Update and can be found on the ForwardHealth Portal along with additional resources.
Service Enhancements
There are a number of service enhancements that will be provided by Veyo.
- A dedicated NEMT management unit will be available to support rides related to critical appointments (such as dialysis, cancer treatments, hospital services, or dental emergencies).
- If a member calls Veyo to request a ride, and that request is denied, members will have the option of requesting an immediate third-party review of that denied request.
- Veyo is implementing new approaches to their call center to improve the member experience, including faster call response during peak hours.
- Members will be able to access veyo.com, a mobile-friendly portal, for managing and scheduling rides to one of their last five destinations. This portal also allows members to request pickup for their ride home after an appointment, view the real-time location of their ride, and, if available, view driver photos and vehicle information.
- In addition, health care facilities can access a dedicated portal, called RideView, to quickly book and manage rides for members. This portal can be used for one or multiple facilities, is accessible via web browsers, and does not require any software installation. For more information about RideView and to sign up for a demonstration, facilities should visit Veyo.com/rideview.
Member Webinars
In late October, DHS will host two webinars for members to provide an overview of the NEMT benefit and the upcoming transition. Partners are encouraged to share meeting details with our members, especially new members who may have not taken advantage of this benefit in the past.
This meeting will include the following items:
- Introduction to the new company
- Overview of the NEMT benefit
- Improvements and changes
- A chance to provide feedback
How to Join
Thursday, October 28, 2021, 5:30 p.m. - 7:00 p.m. meeting:
Friday, October 29, 2021, 11:00 a.m. - 12:30 p.m. meeting:
Language Assistance
This meeting will be in English with interpretation services available for other languages. The meeting will have an American Sign Language interpreter. To request other language assistance, please email your request to DHSDMSCommunications@dhs.wisconsin.gov.
Note: For those who can’t attend a meeting, a recorded version of the meeting presentation will be posted to the DHS NEMT website at www.dhs.wisconsin.gov/nemt/index.htm.
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