Below is list of questions frequently asked by facilities. To see an answer, click on the question or use the Expand and Collapse buttons. You may also print the list of questions and answers by clicking the "PRINT" button.
What services are provided by LogistiCare?
LogistiCare coordinates NEMT services for all WVCH members who have no other way to get to covered healthcare services. This can include curb-to-curb, mileage reimbursement or mass transit passes.
How do I arrange transportation?
You should call LogistiCare at least 2 business days before the patient’s appointment by calling 1-844-287-6698 M-F 6 am to 7 pm.
Please have the following information available:
How do I arrange a hospital discharge?
Hospitals contact the Facility Line at 1-844-287-6698 and select the discharge prompt. No Medical Necessity Form is needed for hospital discharges. Dedicated call takers are assigned to handle discharges. Once the discharge is arranged, the transportation provider has 1 hour to respond and pick up the patient.
How much notice is needed to book a reservation?
Two business days’ notice prior to the date of the scheduled appointment is necessary.
What if the facility has an urgent/same day trip?
Urgent/same day trips can be booked through LogistiCare. Such trips should be for true urgent conditions where a provider is requiring the client be seen the same day or next day. All urgent/same day trips will be verified with physician’s office for medical necessity. If it is a case where the trip was just not called in timely, then in those cases, the appointment should be rescheduled so that transportation can be booked providing the two business day notice. Examples of urgent trips would be: Dialysis, Wound Care, Chemotherapy, and Radiation.
What if the Facility has an emergency trip?
Emergency ambulance trips are not arranged through LogistiCare. If an emergency ambulance trip is needed, 911 should be called. An example of an emergency would be: significant trauma, coma, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose and any situation where immediate medical relief or treatment is necessary.
How can I get a Medical Necessity form?
A copy of the Medical Necessity Form is located on Downloads page and can be downloaded for your convenience.
What is a Medical Necessity Form and who completes it?
Medical Necessity Forms are completed for any client who requests a level of service above Mileage Reimbursement or Mass Transit and who has no clinical reason for a higher mode of transport. A healthcare provider completes the Medical Necessity Form and determines the Level of Service by which the client will travel. The Medical Necessity Form should be faxed to LogistiCare’s Facility Department at 1-855-882-5627.
How long is a Medical Necessity form good for?
The Medical Necessity Form needs to be updated every year, with the exception of dialysis and nursing homes.
What is a Standing Order Request Form and who completes it?
To eliminate the need to arrange trips for clients who have three or more trips to the same facility, the same days of the week and the same appointment times, a Standing Order Form and process has been created. This allows a facility to arrange trips in advance for a client scheduled with the above frequency. Examples are: Dialysis, Mental Health and Substance Abuse. A Standing Order for a client is good for three months and will be recertified by the LogistiCare staff to make sure the trip continues to be necessary. The provider must complete and fax the form to LogistiCare at 1-855-882-5627. The standing order form can be downloaded on the Facilities Downloads page.
Where do I send completed Medical Necessity and Standing Order Forms?
Forms should be faxed to LogistiCare at 1-855-882-5627.
What if transportation is late?
If transportation is more than 15 minutes late, please contact Ride Assist at 1-844-544-1398 immediately.
What if the members’ appointment is running late and he/she will be late for the scheduled pick up?
Please contact LogistiCare Facilities line 1-844-287-6698 immediately upon knowing the client will not be ready by the scheduled pick-up time.
What if a facility has a problem with the transportation service?
If you have a problem or question about transportation service beyond a specific inquiry about a late pick-up, please contact 1-844-287-6697.
How does a facility contact LogistiCare if they experience ongoing transportation issues?
LogistiCare has an Outreach Coordinator whose job is to educate facilities on LogisitCare’s policies and procedures and to work with facilities to resolve any ongoing issues they may have with transportation. Please call the LogistiCare Facilities line 1-844-287-6697 to be connected with the local Outreach Coordinator.
What happens if a transportation provider fails to arrive at the scheduled time?
LogistiCare maintains a staff to resolve any issues when a transportation provider is late or fails to show at the scheduled time. A dedicated phone line is available to call and find out the status of the ride. This line is called Ride Assist and the phone number is 1-544-544-1398.