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General

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.

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:

  • Client’s full name, Medicaid ID # and pick-up address and zip code.
  • Name, phone number, address and zip code of treating provider.
  • Appointment date and time.
  • Special transportation needs.

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.

Two business days’ notice prior to the date of the scheduled appointment is necessary.

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.

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.

Forms

A copy of the Medical Necessity Form is located on Downloads page and can be downloaded for your convenience. 

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.

The Medical Necessity Form needs to be updated every year, with the exception of dialysis and nursing homes.

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.

Forms should be faxed to LogistiCare at 1-855-882-5627.

Other Concerns

If transportation is more than 15 minutes late, please contact Ride Assist at 1-844-544-1398 immediately.

Please contact LogistiCare Facilities line 1-844-287-6698 immediately upon knowing the client will not be ready by the scheduled pick-up time.

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.

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.

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.

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