LogistiCare maintains a Facility Services Department dedicated to handling the non-emergency medical transportation needs of medical practitioners that serve Nassau and Suffolk County fee-for-service (FFS) Medicaid enrollees who have no other way to get a ride, and who may need a single trip or regularly reoccurring standing order transport. For example, transport three days each week to and from dialysis. A dedicated Facility Services Department staff and phone and fax numbers are available to book transportation needs received from these medical practitioners by phone, fax or online on behalf of the enrollees they serve. The phone number is 844-678-1106
. The fax number is: 855-848-8640
Thus medical practitioners can arrange transport for enrollees by phone, fax or online. You will find instructions and forms for arranging non-emergency medical transportation included on this web site and/or in the answers below.
Requests for routine NEMT services must be pre-arranged at least 72 hours or 3 days in advance during our reservation hours: Monday – Friday between 7:00 a.m. and 6:00 p.m.
Seventy-two hours or 3 days prior notice includes the day of the call but not the day of the appointment. For example, call on Monday for an appointment on Thursday as shown in the chart below. Urgent care and hospital discharges can be requested 24 hours a day / 7 days a week. Medically necessary same day and next day trip requests can be arranged with less than 3 days’ notice. All trips requested with less than 72 hours prior notice will have to be confirmed with the medical practitioner that the enrollee must be seen in today or tomorrow and that the treatment cannot be delayed. Otherwise the appointment will have to be rescheduled.
Three (3) days' prior notice for routine NEMT
Appointment is on:
The Wednesday Before
The Thursday Before
The Friday Before
The Monday Before
Cancellations should be called in 24 hours in advance and, in unforeseen circumstances, 2 or more hours before the scheduled pick-up 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 Where’s My Ride number 844-678-1104 is available 24 hours a day / 7 days a week to find out the status of the ride and resolve issues. The Where’s My Ride line is also the number to call if the enrollee is ready to be picked up after treatment or if there is an issue with the enrollee’s service, e.g., the driver is late picking up a member.
Urgent/same day trips are booked 24 by 7. All urgent or same day trips will be verified with the physician’s office for medical necessity. If it is a case where the trip request was simply not called in timely, then in those cases the appointment should be rescheduled so that transportation can be booked with 72 hours or 3 days’ prior notice.
An appointment to the doctor deemed urgent by the doctor.
Yes it is. There is a separate number, which is answered 24 hours a day / 7 days a week to call in a hospital discharge for a NYC Medicaid enrollee: 844-678-1107. Medicaid enrollees cannot call in a hospital discharge request. Only discharge planners or other hospital staff can. Hospitals have preferred transportation providers that they have identified to LogistiCare so that LogistiCare staff will assign the discharge to that preferred transportation provider. This assures the pick-up will occur as soon as reasonably possible. Hospitals should make every effort to keep their list of preferred transportation providers as up to date as possible.
Emergency ambulance trips are not arranged through LogistiCare. If an emergency ambulance trip is needed, 911 should be called.
Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose and any situation where immediate medical relief or treatment is necessary.
Those trips are booked using the same process that’s used with other trips, and will be authorized provided the service is Medicaid-covered and no closer, comparable medical practitioner is available.
No. The facility should continue to work with the transportation provider that has been transporting the individual. If the individual becomes eligible, or again becomes eligible, then LogistiCare can retroactively enter the trips back to the date when eligibility is affirmed. In that case the transportation provider is able, or is again able, to attest to the trips and receive payment. However, if the transportation provider has been transporting the individual at the request of the facility and the individual does not become eligible or eligible again, then the transportation provider is likely to request payment from the facility.
Yes but only for dialysis patients who are Nassau or Suffolk County Medicaid enrollees.
• Enrollees who live within ½ mile of their medical practitioner and can walk there should not request non-emergency medical transportation services from LogistiCare.
Otherwise six types of transportation services are available for New York City Medicaid enrollees:
- Public Transit
- The enrollee lives within ½ mile of a public transit stop
- The medical facility is within ½ mile of a public transit stop
- The enrollee can walk ½ mile blocks
- The enrollee understands common signs and directions
- Livery (ambulatory transport):
- The enrollee can walk unassisted from the doorway to the curb and board the vehicle
- Ambulette -Ambulatory
- The enrollee can walk but is completely unable to walk unassisted and unsupervised to the vehicle, board the vehicle and then walk from the vehicle to the facility entrance unassisted and unsupervised
- Wheelchair (ambulette wheelchair)
- The enrollee uses a wheelchair and requires a lift-equipped or roll-up wheelchair van and the assistance of trained personnel
- The enrollee cannot walk, is confined to bed, cannot sit up or sit in a wheelchair and does not require medical attention during transport.
- Non-emergency Ambulance
- The enrollee cannot walk, is confined to bed, cannot sit up or sit in a wheelchair and requires medical attention and/or monitoring during transport.Reimbursement for out-of-state medically necessary travel expenses like meals and lodging can be obtained by contacting LogistiCare.
Can an enrollee or a health care provider choose the transportation provider?
10 minutes from the scheduled pick-up time.
Yes, but minors must be accompanied by the child's parent, foster parent, caretaker or legal guardian.
It is regularly reoccurring transportation for those enrollees who need regularly reoccurring transport to the same facility at the same time on the same day or days. Facilities fill out and fax in the Standing Order Request Form that’s available on this website, or make their request online.
Social workers, case managers or other licensed/certified medical professionals. If a enrollee requests regularly reoccurring transportation for 3 or more days per week and 3 or more month’s duration, then the Facility Services Department will then contact the social worker or case manager to secure a Standing Order for the enrollee.