Non-emergency medical transport service improved

Beginning Nov. 1, Wisconsin Medicaid members who participate in eligible programs, will work with a new vendor, Veyo, to get transportation to their covered healthcare appointments. This benefit, referred to as non-emergency medical transportation or NEMT, is available when members lack access to transportation, require assistance because of disabilities, or have their appointments in locations or at times when public transportation is not available.

The outgoing vendor, MTM, will continue to provide services through Oct. 31.

Many things will remain the same for members under the new vendor. If members were eligible for rides, bus tickets or money for gas previously, they are still eligible with Veyo. Members still call the same number to schedule a ride for covered services, and will still have access to online scheduling and a dedicated member ombuds.

There are improvements, too, with Veyo, such as a a mobile- friendly online portal where members can manage and schedule rides from their mobile devices. Members will be able to sign up to receive text messages containing important trip information, including confirmations, reminders and driver arrival alerts.

They will also be able to cancel a ride or request a return ride, by responding to a text. Veyo has created a dedicated unit that will handle rides related to critical appointments (dialysis, cancer treatments, hospital, dental care).

Members will have additional ways to submit documentation for gas mileage reimbursement and Veyo has made enhancements to the reimbursement process, to include electronic funds transfer. With third party review, there are new features to the online complaint submission process and more immediate resolution.

Veyo has also added a transportation provider ombuds to work with members on any issues or complaints.

More information about the NEMT benefit is available at dhs.wisconsin.gov.