Serving patients across all of Florida

Welcome to Modivcare of Florida. This site is designed to provide facilities with information, phone numbers and forms you will find helpful.

Transportation is provided for medical appointments to individuals that have no other means of transportation. Rides available can include: Sedan, Van, Taxi, Public Transit, Stretcher vehicle, Wheelchair vehicle. For a medical emergency, always call 911.

The forms on this site are stored in PDF format. Your computer must have Adobe Acrobat Reader installed for you to be able to read and print the forms. If you do not have a copy of Adobe Acrobat, you can download it for free at www.get.adobe.com/reader/.

Helpful customer service representative

Forms

Please click on the title that corresponds to the document you would like to view.

Member FAQs

  • Can a facility ask for a preferred transportation provider?

    Yes, if a facility has a transportation provider they prefer, please mention this when scheduling transportation. Modivcare will note the request on the trip and will do everything they can to honor the facility’s request, depending on availability of the transportation provider and/or if the preferred provider is a participant in the Modivcare network. Even though the request will be documented, trip assignment will be based on routing criteria that includes provider compliance. Modivcare does not guarantee that a preferred provider will be assigned based on a request.

  • How can the facility department help?

    Modivcare maintains a Facility Department dedicated to handling the needs of nursing homes, hospitals, dialysis centers, mental health facilities, and other healthcare providers. We have dedicated staff and phone numbers available to book transportation for facilities.

    The phone number is 1-866-252-1566 

    To minimize your time on the phone, we suggest that you use the single trip request form. Complete the fax request form and send it to: 1-866-779- 5242 .

    Upon receipt of the form, a facility coordinator will complete the reservation and contact the ordering party with confirmation of the reservation.

    The website contains instructions and forms for arranging a standing order or single trip reservation.

  • How can I get a Standing Order Request Form?

    Standing order forms can be obtained through the website or by contacting the Facility Department at 1-866-252-1566.

  • How can I report a complaint?

    You may file a complaint with any customer service representative, a manager (see contact list in the download section), on the Modivcare website. In addition, you may file a complaint with the clients HMO or if applicable the CTD at 1-800-983-2435.

  • How much notice is needed to book a reservation?

    Modivcare manages various programs, some require two days advance notice and others three days. Please ask the customer service representative for your specific requirement.

  • If a client needs assistance a wheelchair lift to enter the van, does that qualify as a Wheelchair level of service?

    No. The level of service needs to be ambulatory. All you need to do is request for a lift and Modivcare will make it available to the rider.

  • What are examples of emergencies?

    Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose and any situation where immediate medical relief or treatment is necessary.

  • What are examples of Urgent Trips?

    Examples of such trips are doctor appointments deemed urgent by physician, dialysis, wound care, chemotherapy and radiation.

  •  What if a Facility has an urgent/same day trip?

    Urgent/same day trips can be booked through Modivcare. Such trips should be true urgent conditions where a physician is requiring the member be seen the same day or the next day. We will confirm with the treating facility whether or not the appointment is urgent and inform the client.

  • What happens if a trip is booked and the transportation provider is late picking up the member?

    In the event that a transportation provider is late, Modivcare maintains a staff trained to resolve late arrivals. A dedicated phone line is available to inquire about the status of their ride. Because we manage various contracts, please ask the customer service representative for the dedicated "where's my ride" line for your program.

  • What if a Facility has an emergency trip?

    Emergency ambulance trips are not arranged through Modivcare. If a medical emergency ambulance trip is needed, 911 should be called.

  • What if a facility has multiple trips to book for different members?

    The facility can fill out Single Trip Request Forms for the various members for trips up to 30 days in advance and fax them into Modivcare at 1-866-779-5242. Again, three business days notice is required for routine trips.

  • What is a Standing Order?

    To eliminate the need to arrange trips for members who have three or more trips to the same facility each week, a standing order form and process has been created. This allows a facility to arrange trips in advance for a member scheduled for treatment three days or more a week to the same location. Example: dialysis, wound care and mental health.

    A Standing Order will be create and inserted in our system. Our system will propagate the information based on the schedule furnished by the treating facility. Every standing order must be recertified by Modivcare on a quarterly basis. The treating facility will be asked to verify that the member’s information has not changed since the original standing order was created.

  • Where do I send the completed Standing Order Request Form?

    The Standing Order Request Form should be faxed to Modivcare at 1-866-779-5242.

  • Who fills out the Standing Order Request Form?

    Standing order forms must be completed by a representative of the facility.

  • Who gets notified if changes need to be made to a standing order?

    Modivcare must be notified of any temporary or permanent changes to a standing order. Our system will continue to propagate the original information unless we are notified of a change. Our network providers schedule their transports based on the information we send out in their daily manifest. If a facility or member only instructs the transportation provider of changes and not Modivcare, the member runs the risk of missing their appointment if the transport is assigned to a different provider. By informing Modivcare about changes to a standing order, it allows us to adjust any changes and ensures that our members are getting the best service available.