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October 18, 2022 Post a Comment

Wisconsin Medicaid and BadgerCare Plus Non-Emergency Medical Transportation

Veyo is the state of Wisconsin's non-emergency medical transportation (NEMT) manager. Veyo provides rides to Wisconsin Medicaid and BadgerCare Plus covered health care appointments if you have no other way to get there. Our goal is to provide a safe and reliable transportation service.

Update: Veyo has been acquired by MTM. The purchase is pending approval. We expect approval later this summer. Nothing will change for NEMT members, transportation providers, or medical facilities at this time. Your NEMT program will remain the same. This includes contact methods, forms, and how you schedule a ride. Learn how Veyo and MTM plan to improve the NEMT industry together by clicking here.

Scheduling Available NEMT Services

To schedule a ride to routine services, you must call Veyo at 866-907-1493 at least two business days before your appointment. If you call with less notice and the trip is not urgent, we may ask you to reschedule your visit. Two business days' notice includes the day of the call but not the day of the appointment.

You can request a routine ride by calling Veyo at 866-907-1493, Monday through Friday, 7:00 a.m. – 6:00 p.m. Central Time (CT).

When you call, please have the following information:

Your name, home address, and phone number
Your ForwardHealth ID (ten-digit number listed on your ForwardHealth Card)
The street address and the phone number where you want to be picked up
The name, phone number, address, and ZIP code of the health care provider you are seeing

The date and start time of your appointment
The end time of your appointment, if you know it
Any special ride needs, including if you need someone to ride with you
General reason for the appointment (check-up, eye appointment, etc.)

Veyo will ask you questions to find out the best type of ride to meet your needs. We may also speak with your health care provider. Based on this information, you will receive one of the below modes of transportation:

Mileage Reimbursement
If you have a car and are able to drive yourself to your appointment, you may be eligible for mileage reimbursement. A friend or family member may be eligible for reimbursement to take you to your appointment.
Public Transportation
We will see if your starting and ending points are within 1/2 mile of a bus stop. If you tell us you cannot take the bus due to medical reasons, your health care provider will need to complete a Level of Need (LON) assessment. This form will help us determine the right mode for your trip.
Ambulatory Vehicles
This may include sedan, van, or taxi.
Wheelchair or Stretcher Vehicles
This may include a wheelchair van, stretcher van, or ambulance.

Frequently Asked Questions (FAQs)

General

Can I get a ride through Veyo?

Veyo provides NEMT rides for most members enrolled in the following programs who do not have other ways of getting to their covered appointments:

Wisconsin Medicaid (including IRIS)
BadgerCare Plus
BadgerCare Plus Express Enrollment for children and pregnant people
Tuberculosis-Related Services-Only Benefit
Family Planning Only Services

To find out if you can get rides through Veyo, call 866-907-1493.

Who is not eligible for rides provided by Veyo?

If you live in a nursing home and have not elected Hospice or are enrolled in Family Care, Family Care Partnership, or the Program of All-Inclusive Care for the Elderly (PACE), you cannot get rides through Veyo. You need to continue to get rides the way you do now.

If you can drive yourself to your covered appointment and do not need gas mileage reimbursement (money for gas) or if you have another way to get to your appointment for free, you cannot get a ride through Veyo, and you need to continue to get rides the way you do now.

What kind of ride will Veyo offer me?

Veyo is required by law to give you the least costly type of ride while also meeting your transportation needs. The type of ride will be based on your medical and transportation needs. Veyo offers the following types of rides:

Mileage Reimbursement: If you have a car and are able to drive yourself to your appointment, you may be eligible for mileage reimbursement. A friend or family member may be eligible for reimbursement to take you to your appointment.
Public Transportation: We will see if your starting and ending points are within 1/2 mile of a bus stop. If you tell us you cannot take the bus due to medical reasons, your health care provider will fill out a Level of Need (LON) assessment. This form will tell us what prevents you from taking the bus.
Ambulatory Vehicles: This may include sedan, van, or taxi.
Wheelchair or Stretcher Vehicles: This may include a wheelchair van, stretcher van, or ambulance.

Veyo will determine the most appropriate mode for you based on the information you provide. To do this, we will ask you questions about what you need for a ride and how you handle basic daily tasks. We may also consult your health care provider.

Can I get a ride to any provider / facility?

You can go to any provider you choose that is in the network. However, if your provider is over 100 miles away, your health care provider must fill out a Distance Verification Form. The Distance Verification Form can be found on our Member Resources page.

Will I be sharing a vehicle with another passenger?

You may be sharing a ride with another member who is traveling to and from the same area as you. Shared rides with other Medicaid members are allowed. If there are special health circumstances which prevent you from sharing a ride with others, please tell Veyo when you call to schedule your ride. Your health care provider will need to note this on a Level of Need Form to tell Veyo that you should not be scheduled for a shared ride. This form can be found on our Member Resources page.

Will I need to sign anything during a ride?

When you get picked up, the driver will ask you to sign a trip log for the ride to your appointment. The trip log may be on paper or on a mobile device. Make sure that you only sign the form once at this time. You will sign the form again on your return ride if you have one.

Can I receive text alerts about my ride on my phone?

Yes, when you schedule a ride by phone, Veyo will ask if you want to sign up for text alerts. If you choose to sign up, Veyo will send you text messages about your rides. These text messages will contain important information such as:

A confirmation number and ride details after you schedule a ride
A reminder 24 hours before your pick-up time
An alert when a driver is on the way to pick you up
Details about your ride, which may include:
- The driver's name
- The driver's phone number
- The vehicle license plate number
- The make, model, and color of the vehicle
An alert when the driver has arrived
A text asking you to rate your ride afterward

You will also be able to cancel an upcoming ride or request a return ride by responding to a Veyo text.

Note: If you sign up for Veyo text messages, your phone carrier may charge you standard SMS text messaging rates. To stop Veyo text messages at any time, reply STOP or UNSUBSCRIBE to any Veyo text message.

Will I get a reminder about my ride?

The day before your trip, you will get a reminder call about your upcoming ride. The call will either be an automated call or a call from your transportation provider. If you have signed up for text messages from Veyo, you will also get a reminder by text. If there is a change to your ride after you receive the reminder (like a weather cancellation or change of provider), Veyo or your transportation provider will notify you of the change.

Can I book a ride online?

Yes, you can book a ride online through the Veyo Member Portal. You can access the Member Portal at https://member.veyo.com/ on a computer, smart phone, or other mobile device using a browser such as Chrome or Safari. The first time you use the Member Portal, you must create an account using your name, ForwardHealth ID, date of birth, and email address.

You can use the Member Portal to book a routine ride from a list of your last five appointments (to the same health care provider at the same address). You must book by phone for urgent rides and rides to appointment destinations not on your list.
You can use the Member Portal to request pickup for a ride home after your appointment if you have not already scheduled a return ride. (You can also request a return ride by phone.)
You can use the Member Portal to see driver and vehicle information including:
- Where the vehicle is in real-time while the driver is on the way to pick you up.
- The driver's name and phone number.
- The driver's photo if they have provided one.
For more information on the Member Portal, including FAQs, please visit https://support.ridewithveyo.com/

What if my ride is more than 15 minutes late or does not show up?

If it is 15 minutes or more past your pickup time and your ride is not there, it is considered late. Call Veyo at 866-907-1493 to ask for an update on your driver's estimated time of arrival (ETA).

What happens if there is an emergency weather event?

If there is a snowstorm or bad weather, check with your health care provider to make sure their office is open. If you do not feel it is safe to travel, call Veyo at 866-907-1493 as soon as possible to cancel your ride.

Every effort is made to continue services during bad weather, but delays and cancellations may happen if travel conditions are unsafe.

How do I share feedback with Veyo?

When you call in to schedule a ride with Veyo, you will be asked to complete a quick survey at the end of your call. The survey will ask for feedback on your experience with the call center and the Veyo agent that you spoke with.

If you have opted in to receive text messages from Veyo, you will receive a text message after your ride with a link to a survey. If you are registered to use the Veyo Member Portal, you can also complete the survey in the Member Portal. The survey will ask for feedback about the scheduling process, your driver, and your ride.

How do I file a complaint?

Anyone can make a complaint:

Through Veyo's website at https://wi.ridewithveyo.com/complaint-form/
By calling Veyo at 866-907-1493
By writing to Veyo at the following address:
Veyo
Quality Assurance
8383 Greenway Blvd
Suite 400
Middleton, WI 53562

A complaint can be about many different things. Examples include a late pick-up, the condition of the vehicle you rode in, the behavior of another passenger, or the courtesy of a Veyo agent.

Please have the following information ready to help Veyo's compliance team in their investigation:

Your first and last name
Your ForwardHealth ID
The date of your ride
A description of the problem
Any additional information that can help us investigate the issue

After submitting a complaint, Veyo will let you know that they have received your complaint within 24 hours. Veyo will then mail you a response within 10 business days. If your complaint is not resolved within 10 business days, Veyo will mail you a final response within 30 business days of receiving your complaint. If Veyo needs more time to resolve your complaint, Veyo will mail you a letter telling you that they will resolve your complaint within 14 business days. If you are unhappy with how your complaint is resolved, you can follow the continued complaint process described in the response letter.

What if I was denied a trip request or transportation service?

Sometimes, a request for a transportation service is denied. For example, you may have been denied a ride or payment for meals or overnight stays.

If you call to request a ride and the request is denied, you will have the option to speak immediately to a representative who does not work for Veyo to review the denial for reconsideration. To request this immediate review, ask the Veyo agent to transfer you to the independent reviewer. This review is only available during a call to Veyo to schedule a ride.

If your NEMT request was denied, you will receive a letter in the mail further explaining the reason for the denial. You have the right to appeal all denials with Veyo. You may appeal to the Veyo Ombuds or request a fair hearing directly from the Division of Hearings and Appeals. Appealing to the Veyo Ombuds is optional, but may be the fastest way to resolve your denial because you may be able to come to an agreement without having to wait for a fair hearing with the Division of Hearing and Appeals to take place. Please refer to your denial letter for details on the appeals process.

How do I file an appeal?

If your NEMT request was denied, you will receive a letter in the mail further explaining the reason for the denial. You have the right to appeal all denials with Veyo. You can:

appeal to the Veyo Ombuds; or
request a fair hearing directly from the Division of Hearings and Appeals, without first appealing to the Veyo Ombuds.

Appealing to the Veyo Ombuds is optional but may be the fastest way to resolve this issue because you may be able to come to an agreement without having to wait for a fair hearing with the Division of Hearing and Appeals to take place. If you disagree with the Veyo Ombuds decision, you can then request a fair hearing with the Division of Hearings and Appeals.

Veyo Ombuds appeal option:

If you would like to appeal to the Veyo Ombuds, call them at 866-419-0551, or write to the Veyo Ombuds at the following address:

Veyo, Attn: Veyo Ombuds

8383 Greenway Blvd, Suite 400

Middleton, WI 53562

Your letter to the Veyo Ombuds should say you disagree with Veyo's decision related to your approved mode of transportation. Your letter should also include your name, address, and your ForwardHealth ID number. You must call or send your letter no later than 90 days from the date of the letter. If you request an appeal, Veyo will send you a letter within 10 business days, even if the appeal is not resolved.

Fair Hearing with the Division of Hearings and Appeals option:

If you would like to request a fair hearing with the Division of Hearings and Appeals now, you must submit your request within 45 days of the date on the letter. To request a fair hearing with the Division of Hearings and Appeals, complete the Request for Fair Hearing form and send it to the following address:

Department of Administration

Division of Hearings and Appeals

P.O. Box 7875

Madison, WI 53707-7875

You can get the Request for Fair Hearing form online at www.dhs.wisconsin.gov/em/customerhelp or by calling 1-608-266-3096. If you need help with asking for a fair hearing, please call 1-800-362-3002.

You can also choose to write a letter to the Division of Hearings and Appeals in place of the form. Your letter should include the following:

Your name,
Your mailing address,
A brief description of the problem,
The name of the agency that took the action or denied the service,
Your social security number, and
Your signature.

For more information about fair hearings, refer to your ForwardHealth Enrollment and Benefits handbook online at www.dhs.wisconsin.gov/em/customerhelp or call 1-800-362-3002.

Scheduling a Ride

How do I schedule a ride?

You can request a routine ride by calling Veyo at 866-907-1493, Monday through Friday, 7:00 a.m. – 6:00 p.m. Central Time (CT).
Routine rides must be scheduled at least 2 business days in advance.
- For bus passes, it is best to call at least 7 business days before your scheduled appointment to ensure timely delivery of your passes.
Urgent rides can be scheduled 24 hours a day, seven days a week.
If the ride request is received with less than 2 business days' notice, and the appointment is not urgent, you may need to reschedule your appointment.

What is the reservation phone number?

You can request a routine ride by calling Veyo at 866-907-1493. (This is the same number that you have used before to schedule a ride.) Routine rides can be scheduled Monday through Friday between 7:00 a.m. and 6:00 p.m. Central Time (CT). Urgent rides can be scheduled at any time.

What number do I call if I am hearing or speech impaired?

Please call 711 for TTY services.

What if I don't speak English?

If you don't speak English, call 866-907-1493. An agent who speaks your language will help you, or Veyo will connect you with an appropriate translator.

Can I schedule rides that I need on a regular schedule, like for dialysis?

Yes, Veyo can schedule recurring trips, so you don't have to schedule rides one at a time. Veyo defines a recurring trip as a ride to and from the same location, at the same time, 1 or more times per week. Recurring trips can be scheduled up to 3 months at a time (6 months at a time for dialysis appointments). To schedule a recurring trip, please call 866-907-1493 at least 2 days before the first scheduled appointment.

How far in advance can I schedule my ride?

● Routine rides must be scheduled at least 2 business days prior to your health care appointment. Rides for the same day can be scheduled within three hours if you have an urgent need.
● Transportation for routine rides can be scheduled for the current month and the next month.
● Recurring trips can be scheduled up to 3 months at a time (6 months at a time for dialysis appointments).

What is a routine ride?

A routine ride is a ride to an appointment that does not require you to be seen right away. Like a ride to a yearly check-up or an eye doctor's appointment. Most rides are considered routine.

What is an urgent ride?

An urgent ride can be one of the following:

A health care situation in which you do not need to call 911 for immediate assistance but you cannot wait two business days before seeing a health care provider.
A hospital discharge.
A ride to a follow-up appointment if the follow-up appointment is for the same health care issue and is scheduled within two days of your previous appointment.

How do I schedule an urgent ride?

Urgent rides do not need to be scheduled with two business days' advance notice. If you have an urgent need and must be seen by your health care provider on the same day, call 866-907-1493. Veyo may need to verify urgency with your health care provider. Veyo will coordinate urgent rides within three hours.

Who should I call if I need emergency transport?

Please call 911 if you have a medical emergency.

Can other people request transportation for a member?

Yes. A relative, a caregiver, or a health care provider may call and schedule transportation on your behalf.

What information will I need when I call to schedule a ride?

When you call Veyo to schedule transportation, have the following information available:

ForwardHealth ID (the ten-digit number listed on your ForwardHealth Card)
First and last Name
Date of birth
Phone number where you can be reached
Pick-up address, including apartment number
General reason for the appointment (check-up, eye appointment, etc.)
The date and start of your appointment
The end time of your appointment, if you know it
Provider / facility name
Address of appointment, including office or suite number
Any special ride needs, including if you need someone to ride with you

What if I don't know the return time for an appointment?

When you call to schedule a ride, a Veyo agent will ask you when you need a ride home. If you do not know the return time, Veyo will assign the trip as a "will-call" ride. After your appointment is done, call Veyo at 866-907-1493 when you are ready for your ride home. If you have access to the Veyo Member Portal or you have signed up for text message alerts, you can also request your ride home using the Veyo Member Portal or a text message. The transportation provider will arrive within one hour. If over an hour has gone by, you can call Veyo at 866-907-1493 to find out the driver's estimated time of arrival (ETA).

Who decides when I will be picked up?

When you call to schedule your ride, Veyo will tell you when your ride will arrive. Pick-up times will vary depending on the distance to the appointment. You may request a different pick-up time if it is not after the recommended pickup time. Your transportation provider will give you a reminder call the day before your ride. If you have signed up for Veyo text messages, you will receive a text message when your driver is on the way.

Can anyone ride with me?

Medically Necessary Additional Riders: Beginning November 1, 2021, you may travel with the following additional riders when medically necessary:

A medically necessary escort
A parent or other relative, guardian, caregiver, or foster parent if you are a minor
A newborn traveling with you to a post-partum visit

If you need someone to ride with you for medical reasons, your health care provider must complete an Attendant/Escort Medical Necessity Form. The form can be found on our Member Resources or Medical Facilities pages.

Not Medically Necessary Additional Riders: Beginning November 1, 2021, you may travel with the following additional riders who are not considered medically necessary in the following situations:

Additional riders requested by a health care facility
Additional riders under your care
Additional riders who are your legal dependents
An additional rider acting as your support person

If others must ride with you for non-medical reasons, the number of additional riders depends on the number of available seats in the vehicle. For example, if the vehicle has four available seats, you may bring three additional riders with you.

Should I bring a car seat or booster seat if I am traveling with my child?

Yes. Parents and caretakers must provide a car seat or booster seat for their children. Car seats are required for children until they are at least four years old and weigh 40 pounds. Booster seats are required for children until they are eight years old, weigh 80 pounds, or are 4'9″ tall. If you do not have a car seat or booster seat and one is not available at the time of your trip, you will not be able to take your ride.

Please note that you must install the car seat or booster seat in the vehicle. Drivers are not able to assist with the car seat or booster seat.

Can I go to the pharmacy to pick up a prescription after my visit?

You may need to fill a prescription or pick up a disposable medical supply after an appointment. You should try to do so on the way back from your appointment. All extra stops, including stops to fill a prescription, must be approved by Veyo before the ride starts. Call Veyo from your appointment to get permission to make the extra stop. Or, let Veyo know ahead of time when you schedule your ride. We will notify your driver about the extra stops.

How do I make changes to or update my reservation?

If you can not make your appointment and need to cancel or reschedule your ride, call Veyo at 866-907-1493. Call Veyo as soon as you know that you no longer need a ride. Please cancel your ride even if it is a bus ride or a mileage reimbursement trip.
If you receive text alerts from Veyo, you can also cancel your upcoming ride by responding to your text reminders with the appropriate message. If you use the Veyo Member Portal, you can cancel your upcoming ride through the Veyo Member Portal.
If your appointment date or time has changed, please call Veyo at 866-907-1493 so we can update your reservation.
If the transportation being canceled is part of a recurring trip series, please let Veyo know whether the cancellation is for a specific date, or if it is for all upcoming trips in the repeating trip series.

What is the "trip number" Veyo gives me after I schedule a ride?

The trip number is a number that Veyo assigns to a ride. The number allows Veyo to quickly find information about your ride. If you need to change or edit your ride, the agent will ask you for this number.

Are there any special forms I need to submit?

Depending on your situation, different forms may need to be completed by you or your health care provider. Here are some of the most common examples:

If you are unable to travel by public transportation or require an ambulance level of service, a Level of Need (LON) assessment form must be completed by your health care provider. It will indicate the most medically appropriate mode(s) of transportation for you.
If you need to travel more than 100 miles to an appointment, a Distance Verification Form must be completed by your health care provider. It must verify that—for health care reasons—you need to travel beyond the approved distance from your home address.
A parent, legal guardian, or caregiver is required to travel with any child under 16 years of age. If the child is traveling by themselves, the parents or guardians must complete the following Parental Consent Forms:
- 4-11 years of age: If a child between the ages of 4 and 11 is traveling by themselves to a day treatment program or center-based behavioral treatment program, parents must fill out, sign, and return the Parental Consent Form for Children ages 4-11.
- 12-15 years of age: If a child between the ages of 12-15 is traveling by themselves to an appointment, parents must fill out, sign, and return the Parental Consent Form for Children ages 12-15.
- Note: Any child who behaves inappropriately while riding alone will need to be accompanied by an adult for all future rides.
If you require a medically necessary escort, your health care provider will need to fill out the Attendant/Escort Medical Necessity Form.
If you have a car and can drive yourself to your appointment, but cannot afford to pay for gas, you may be eligible for gas mileage reimbursement (money for gas). Contact Veyo before you go to your appointment to see if you can be reimbursed for gas mileage. If you are eligible, you will need to complete a Mileage Reimbursement Trip Log during your trip.

Each form can be downloaded on our Member Resources or Medical Facilities page or requested over the phone by calling Veyo at 866-907-1493.

Special Requests

What if I am unable to travel by public transportation?

If you are unable to travel by public transportation, a Level of Need assessment form must be completed by your health care provider. It should indicate the most medically appropriate mode(s) of transportation for you. This form can be found on our Member Resources page.

What if my appointment is outside of my local community?

A Distance Verification Form must be completed by your health care provider to verify that, for health care reasons, you need to travel to an appointment that is over 100 miles from your home. This form can be found on our Member Resources page.

Can a minor travel on their own to their appointment?

Minors, for transportation purposes, include anyone under the age of 18. All transportation requests must be made by an adult. The following minors may travel by themselves to an appointment:

Minors age 16 – 17 years old, when traveling by bus or a vehicle.
Minors age 12 – 15 years old, with a signed consent form on file with Veyo when traveling by a vehicle only.
Minors age 4 – 11 years old, with a signed consent form on file with Veyo when traveling by a vehicle only with at least one other child to the same day treatment program or center-based applied behavior analysis program.

These forms can be found on our Member Resources page.

What is gas mileage reimbursement (GMR)?

If you have a car and are able to drive yourself to your appointment, you may be eligible for gas mileage reimbursement (money for gas). A friend or family member may also be eligible for reimbursement to take you to your appointment. Learn more about gas mileage reimbursement on our Gas Mileage Reimbursement page.

To be reimbursed for a trip, transportation for the member needs to be scheduled at least two (2) business days before your appointment to ensure eligibility. The ride can be booked at 866-907-1493.
Download a Mileage Reimbursement Trip Log on our Member Resources page or call 866-907-1493 and a Veyo agent can mail one to you.
Your health care provider must sign the log for each trip listed on the form. Any health care provider at your appointment can sign this log. This includes nurses, therapists, physician assistants, or nurse practitioners. It does not have to be the doctor. Each trip will be confirmed with the physician's office before payments will be made.
Each Mileage Reimbursement Trip Log can be used for up to five (5) trips (Round Trip or One-Way) to a medical appointment.
The Mileage Reimbursement Trip Log needs to be filled out and returned to Veyo within one year of the first health care appointment listed. Completed forms can be faxed to 888-512-2082 or mailed to Veyo, Attn: Mileage Reimbursement, 8383 Greenway Blvd, Suite 400, Middleton, WI 53562.
Mileage Reimbursement Trip Logs can also be submitted electronically using our online Mileage Reimbursement Form. You will need to upload a copy of the log if you choose to submit the log electronically.

Payment for approved trips will be made within three weeks by check or electronic funds transfer (EFT) directly to your bank account.

Can I bring my service animal?

In accordance with local and federal laws in your area, service animals are permitted to accompany members at all times. Please help drivers keep vehicles clean for all riders by bringing a crate or blanket to reduce the risk of damage or mess.

How do I opt back in to Veyo text messages?

If you have opted out of Veyo text messages, you can opt back in by responding to the latest Veyo message with START or UNSTOP. Or call Veyo at 866-907-1493 and an agent can help you opt back in to the Veyo text message program.

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Source: https://wi.ridewithveyo.com/