Medicare & Medicaid
A health plan for US citizens aged 65 or older.
What is Medicare?
These items are needed to verify HIPAA.
What is first and last name, DOB, and member ID/full address?
In KC, this page provides answers to common inquiries.
What is FAQs?
These are the transportation services offered to members that do not need additional assistance, like getting in or out of the vehicle.
What are Uber and Lyft?
This is best done throughout the entire call, and not just at the end.
What is documentation?
A health plan generally available to economically disadvantaged individuals.
What is Medicaid?
In Maestro, this task is added to schedule a ride.
What is Review Medical Benefits?
This page in KC lists reasons you might need to escalate a call.
What is Outreach Reasons?
This is the transportation service for members that require additional assistance, like help getting in or out of a vehicle.
What is NEMT?
This is what a member can utilize if they do not know when they'll need to be picked up.
What is a will call/flex call?
DSNP individuals are eligible for these health plans.
What is Medicare and Medicaid?
This is where you go to end a call in Maestro.
What is wrap up?
This is where you go if a member left their wallet in the UBER driver's car.
What is Lost Item?
What is 30 miles?
This is when a member expresses dissatisfaction with any operation of the health plan while on the phone, including transportation.
What is a verbal grievance?
This part of Medicare is referred to as Medicare Advantage.
What is Medicare part C?
This assessment must be completed with the member before requesting a ride.
What is the mobility assessment?
This KC page advises how to greet a caller, verify HIPAA, and close a call.
What is Greetings and Closings - Guidelines?
A member must be able to receive these through their phone in order to be able to take an Uber or Lyft.
What are text messages?
Stretcher transports are only available to members with this health plan.
What is Florida Wrap?
Medicaid is funded by these levels of government.
What are state and federal?
In SafeRide Scheduler, you go here to view upcoming trips for a member.
What is Schedule?
This KC page can advise you on how to handle a one breath call.
What is Situational Guidelines?
This is the soonest that a member can schedule an NEMT transport.
What is 72 business hours?
This would be an exception to the 72 hour business rule for NEMT transports.
What are life-sustaining appointments?