Servicing patients across all of Hawaii

Welcome to the Modivcare Facility web site for Hawaii. This site hosts information and forms that medical facilities in HI can use to schedule transportation for their Medicaid members.

If you have general questions, please review the HI Facility Brochure and Frequently Asked Questions (FAQ). Also, please be aware that Modivcare is only responsible for certain types of non-emergency medical transportation in the state. The documents on this site include forms used to request transportation services as well as an informational brochure you can provide to your Medicaid members.

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/.

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Forms

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

Member FAQs

  • Can a facility or member 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.

  • For Hawaii members, which counties are covered for transportation through Modivcare?

    Evercare Medicaid: Member's transportation can be arranged with Modivcare for the following islands: Kauai, Oahu, Maui, Hawaii

    Ohana Medicaid: Member's transportation can be arranged with Modivcare for the following islands: Oahu, Maui, Molokai, Lanai, Kauai, East Hawaii, and West Hawaii

  • 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 - 866-475-5744.

  • 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 substance abuse clinics. We have dedicated staff and phone numbers available to book transportation for facilities.
    The phone number is 866-475-5744.

    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 866-475-5745.

    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 do hospitals arrange discharges?

    Hospitals contact the Facility Line at 1-866-475-5744. Physician's Transportation Restriction Forms are not needed for hospital discharges. Dedicated Facility Coordinators are assigned to handle discharges. Once the discharge is arranged, the transportation provider has up to four (4) hours to respond and pick-up the patient.

  • How much notice is needed to book a reservation?

    Two business days (48hrs) notice prior to the scheduled appointment is necessary.

  • What are examples of emergencies?

    Sudden life threatening medical situations, significant trauma, coma, 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 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. The line is called the "Ride Assist"; line and the phone number to call is 866-475-5748.

  • What happens if we don't know what time the member's appointment will be over and no time is arranged in advance for the return ride?

    Once their appointment is finished, the member or facility will call the "Ride Assist" phone number and request transportation be sent to return the member. The transportation provider will be dispatched and will have up to one (1) hour to arrive for the member's return ride. The member/facility will use the same "Ride Assist" phone number: 866-475-5748.

  • 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 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.

    Hawaii Facility Reservation line - 866-475-5744

  • 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 866-475-5745. Again, two 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, mental health, adult day care, and medication management.

    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.

  • What levels of service are covered through Modivcare for the Hawaii Health Plans?

    The level of service describes the type of service needed to transport a member. A member can travel by one of several levels of service based on their physical needs. See below:

    EVERCARE MEDICAID

    Mass Transit - Where available and suitable for the physical condition of the member. This will be the mode of transportation for ambulatory members who reside less than 1/2 of a mile from a transit stop and can walk that distance unescorted.

    Livery - This is a member who is able to walk on their own or with the assistance of a walker or cane and able to be picked up and dropped off at the curb. This is curb-to- curb transportation.

    Chair Car/Wheelchair - Available to members confined to a wheelchair that due to either physical weakness or mental impairment they must travel with their own wheelchair. If assistance is needed, please inform Modivcare at the time the reservation is called in! Transportation companies may dispatch a vehicle with just a driver, no attendant.

    Stretcher - Available to members who cannot transport in a wheelchair due to either a physical weakness or may be bedridden and do not require any monitoring during transport.

    Inter-Island transports - Prior authorization is required for Inter-Island transports.

    OHANA MEDICAID

    Mass Transit - Where available and suitable for the physical condition of the member. This will be the mode of transportation for ambulatory members who reside less than 1/2 of a mile from a transit stop and can walk that distance unescorted.

    Livery - This is a member who is able to walk on their own or with the assistance of a walker or cane and able to be picked up and dropped off at the curb. This is curb-to- curb transportation.

    Chair Car/Wheelchair - Available to members confined to a wheelchair that due to either physical weakness or mental impairment they must travel with their own wheelchair. If assistance is needed, please inform Modivcare at the time the reservation is called in! Transportation companies may dispatch a vehicle with just a driver, no attendant.

    Stretcher - Available to members who cannot transport in a wheelchair due to either a physical weakness or may be bedridden and do not require any monitoring during transport.

    Inter-Island Transports - Prior authorization is required for Inter-Island transports.

    ALS/BLS Ambulance - Available to members who meet the medical criteria for ambulance transport.

    Air Ambulance - Prior Authorization is required for Air Ambulance transports.

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

    The Standing Order Request Form should be faxed to Modivcare at 866-475-5745.

  • Who fills out the Standing Order Request Form?

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

    Call our facility department at 866-475-5744