Serving patients across all of Louisiana
Welcome to the Modivcare Facility website for Louisiana. Currently this site hosts information and forms that medical facilities and medical groups can use to schedule transportation for our various clients including:
- Bayou Health – Amerigroup Real Solutions
- Humana SNP Plan
If you have general questions concerning transport for Amerigroup Real Solutions or Humana SNP Plans, please review the Frequently Asked Questions.
The form(s) on this site is 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/.
How long is a driver expected to wait at the member's designated pick up location?
A member should be ready fifteen (15) minutes before the agreed pick up time. The vehicle is considered on time if it arrives 15 minutes before or 15 minutes after the designated pick up time. The driver is required to wait up to 15 minutes from the member’s pick up time to transport.
How can the Facility Department help?
Modivcare maintains a Facility Department dedicated to handling the needs of nursing homes, hospitals, and dialysis centers. Modivcare has dedicated staff and a phone number available to book transportation for facilities. The phone number is 1-866-886-4081. To minimize time on the phone, Modivcare suggests using the single trip request form. Complete the fax request form and send to 877-457-3349. Upon receipt of the form, a facility representative will complete the reservation and contact the ordering party with confirmation of the reservation. If a facility is signed up for the Facility Services website, reservations may be completed online.
This website contains instructions and forms for arranging a standing order or single trip reservation.
If you are a facility that would like to sign up for the Facility Services website, inform your Facility Representative.
How do hospitals arrange discharges?
Hospitals may contact the reservation line at 1-866-886-4081. Modivcare has staff on hand 24/7 to arrange discharge transportation requests; however, if a facility knows in advance, call between 7:00 am to 6:00 pm when possible. Modivcare requires a discharge to be requested by a hospital staff member such as a Discharge Planner, Social Worker, or Nurse. Once the discharge is arranged, the transportation provider has up to three (3) hours to respond and pick-up the patient/member.
How does a member book a reservation for transportation?
Modivcare has a dedicated reservation number for Bayou Health Plan Amerigroup Real Solutions Members. Our toll free number, 866-430-1101, is answered Monday-Friday from 8:00 am-5:00 pm CST. If you are a hospital calling for a Discharge or dialysis unit, please call 1-866-886-4081.
How much notice is needed to book a reservation?
Three business days (48 hours) notice prior to the scheduled appointment is necessary. (Example: Call on Monday for a Wednesday appointment.) Modivcare accepts reservations up to 30 days in advance. For any trip request with less than the three business days notice, Modivcare would need to obtain confirmation from the treating facility that the appointment is of an urgent (not emergent) nature and cannot be rescheduled. Dialysis and wound care would be examples of medically urgent appointments that should not be rescheduled. Modivcare needs at least two (2) business days notice for mileage reimbursement requests.
What area does Modivcare facilitate transport?
In the State of Louisiana, Modivcare is contracted to arrange transport for Bayou Health – Amerigroup Real Solutions members to medical appointments only. Modivcare arranges transportation in all 64 parishes in Louisiana. Transportation in parishes will be arranged in each Region and Geographic Service Area (GSA) with the effective dates below.
GSA A effective 2-1-12: Region 1 (Jefferson, Orleans, Plaquemines, St. Bernard) and Region 9 (Livingston, St. Helena, St. Tammany, Tangipahoa, Washington)
GSA B effective 4-1-12: Region 2 (Ascension, East Baton Rouge, East Feliciana, Iberville, Pointe Coupee, West Baton Rouge, West Feliciana), Region 3 (Assumption, Lafourche, St. Charles, St. James, St. John, St. Mary, Terrebonne), and Region 4 (Acadia, Evangeline, Iberia, Lafayette, St. Landry, St. Martin, Vermilion)
GSA C effective 6-1-12: Region 5 (Allen, Beauregard, Calcasieu, Cameron, Jefferson Davis), Region 6 (Avoyelles, Catahoula, Concordia, Grant, LaSalle, Rapides, Vernon, Winn), Region 7 (Bienville, Bossier, Caddo, Claiborne, DeSoto, Natchitoches, Red River, Sabine, Webster), and Region 8 (Caldwell, East Carroll, Franklin, Jackson, Lincoln, Madison, Morehouse, Ouachita, Richland, Tensas, Union, West Carroll)
What happens if a facility doesn’t know what time the member's appointment will be over and no time is arranged in advance for the member's return ride?
Once the member's appointment is finished, the member or facility will call the "Where's My Ride" phone number and request transportation be sent to return the member. The transportation provider will be dispatched and will have up to sixty (60) minutes to arrive for the member's return ride. The member/facility will use the same "Where's My Ride" phone number, 866-430-1116.
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. This team is available 24/7. A dedicated phone line is available to inquire about the status of their ride. The line is called the "Where's My Ride" line and the phone number to call is 866-430-1116.
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. These trips should be booked by calling 1-866-886-4081.
What if the member's appointment cancels?
If a member's appointment is canceled notify Modivcare as soon as possible (24 hour advance notice required if feasible). This will prevent unnecessary trips for local transportation companies trying to serve others that day.
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.
Do transportation providers supply Car Seats or Wheelchairs?
Member is required to provide their own equipment (wheelchairs, canes, etc). For discharges or on a case by case basis Modivcare will attempt to dispatch a transportation provider that has a collapsible wheelchair on their vehicle for members who do not have their wheelchair at the time of the discharge, if Modivcare cannot find a provider who is available to accept the trip, then Modivcare will refer the member back to Member Services at 800-600-4441.
- How can a facility representative get a Standing Order Request Form?
How many members can one escort be responsible for?
Member and one additional passenger (escort) are allowed on a space available, case by case basis. Members under 17 years of age must be accompanied by an attendant.
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 if a Facility has an emergency trip?
Emergency ambulance trips are not arranged through Modivcare. If a medical emergency ambulance trip is needed, call 911.
What levels of service are covered through Modivcare for NEMT program for Bayou Health Amerigroup Real Solutions?
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:
Mass Transit – Where available and suitable for the physical condition of the member. Modivcare will provide mass transit tickets or passes for riders traveling near a bus route.
Ambulatory – This is a member who is able to walk on their own or with the assistance of a walker or cane and is able to be picked up and dropped off. This is a curb-to-curb transportation.
Wheelchair – Available to members confined to a wheelchair that, due to either physical weakness or mental impairment, they must travel with their own wheelchair. Transportation with a wheelchair accessible vehicle will be provided. There will be no escort or attendant provided. If an escort is needed, please inform Modivcare at the time the reservation is called in that the member will have an escort with them. Wheelchairs are not provided by Modivcare or their providers.
Advanced Life Support **
- MRSA - patient with total isolation precautions at destination.
- Oxygen not self administered by patient.
- Aspiration precautions - suction standby needed.
- Plain IV TKO [Isotonic].
Basic Life Support **
- Cardiac monitoring.
- Trach with deep suctioning.
- Ventilator dependent during transport
- Where does a facility representative send the completed Standing Order Request Form?
Who fills out the Standing Order Request Form?
Standing Order Request Forms must be completed by a facility representative such as a social worker.
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. Modivcare's system will continue to propagate the original information unless Modivcare is notified of a change. Modivcare’s network providers schedule transports based on the information Modivcare sends 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 them to adjust any changes and ensures members are getting the best service available.