Florida Facility Resources

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.

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.

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

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.

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

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.

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.

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

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.

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.

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

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.

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.

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

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

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.