Terms & Definitions
What is ‘Mileage Reimbursement?’
ITP complaint drivers may request mileage reimbursement for medical appointments
What is the mobility type that qualifies a Member for Public Transit?
Ambulatory
How long will a LYFT driver wait for someone they are picking up?
Lyft driver's will wait 5 minutes
What is the difference between ITP Self and ITP Other?
ITP self means the member or a family member is the driver and other is any other person and will need to submit a background check
What is a ghost call and what should you do if you encounter one?
Make 3 attempts to reach the member, before releasing the call
Ex: “Caller I do apologize I cannot hear you, if you can hear me please give us a call back at Thank you for calling SafeRide I am now releasing the call due to non-response. Have a good day.
What is ‘Advanced Funds’?
Member's age 0-20 can request advanced funds for mileage, lodging, and meals
How many rides qualify a Member for a monthly bus pass?
3
When is a NEMT driver (non-LYFT) considered late for a pick up?
A NEMT driver is considered late after 15min past the scheduled pick time.
What things are required for an individual to qualify as an ITP driver?
A copy of your completed Member/ITP Information Page
A copy of your current and valid Driver’s License
A copy of your current and valid auto insurance card A copy of your Social Security card
A copy of vehicle registration and inspection
What number do we refer Members to if they need to update their address or phone number?
211
What is ‘TTY’ and what is the phone number to this service?
1-800-735-2989 OR 711
A person who is deaf, hard-of-hearing or speech-disabled uses a TTY to type conversations to a relay agent who then reads the typed conversation to a hearing person
How many days in advance must Public Transit be scheduled?
5 days
What information should be verified before cancelling a ride after HIPAA verifying?
The ride ID (if available), date of the ride and pick up and drop off address.
Which Transport “bucket” do we select for a scheduled ITP trip?
ITP Validation Bucket
What is the difference between a warm transfer and a cold transfer?
With a warm transfer you handoff the call versus just clicking a button
What does ‘ICC’ stand for and when do you use it?
Initial Contact Complaint - meaning the member's issue was resolved on the first call - should be notated at the beginning of the complaint summary
What is the walking distance requirement that qualifies a Member for Public Transit?
less than a quarter mile
What is SafeRide's Reservation number for Superior?
855-932-2318
Where do we check for a compliant ITP driver in the SafeRide platform?
Member Profile > Custom Fields > ITP Driver
What is the response time for a pick up of a facility discharge?
up to 3 hours
What does HIPAA stand for and what does it mean?
Health Insurance Portability and Accountability Act (HIPAA)
Federal Law that protects your health information and gives you access to your health information as well as giving you the right to know who has accessed to your health information.
What cities offer Public Transit?
Dallas
Ft. Worth
San Antonio
Austin
El Paso
You call the TP to confirm a ride for a member that takes place in 4 minutes. Dispatch informs you that they will not be able to transport the member because they are short staffed today. What is the first thing you should think of trying to resolve this issue?
Can they take LYFT?
What is the difference between an ITP driver and an NEMT driver?
An ITP driver receive reimbursement for using their own vehicle and NEMT is a transportation company.
What do the letters L.A.S.T. in the LAST-complaint process stand for?
Listen
Apologize
Solve the Problem
Thank the Member