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The Wisconsin Department of Health Services (DHS) has contracted with a company called Veyo to provide non-emergency medical transportation (NEMT) services for Wisconsin Medicaid and BadgerCare Plus members.
Veyo replaced Medical Transportation Management, Inc. (MTM, Inc.) on November 1, 2021. Medicaid and BadgerCare Plus members who were eligible to receive NEMT through MTM, Inc. are eligible to receive NEMT through Veyo. There were no changes to the types of appointments that are covered or types of transportation provided. There was also no change to the number members can call to schedule rides. It remains 866-907-1493.
What are NEMT services?
Medicaid programs must ensure members receive transportation to and from Medicaid-covered services when they have no other means to get to appointments and services. The NEMT manager acts as a liaison between members and subcontracted transportation providers, such as public transportation services and specialized medical vehicle companies.
Rides can include public buses, specialized medical vehicles, or other types of vehicles depending on medical or transportation needs. Gas mileage reimbursement (money for gas) is also available.
Various types of rides are covered, including:
- Routing rides
- Regularly scheduled rides
- Urgent rides
- Common carrier transportation
- Specialized medical vehicle transportation
- Non-emergency ambulance transportation
Why did DHS issue new procurement for NEMT services?
Wisconsin State law obligates DHS to procure vendors on a regularly scheduled basis. The procurement process is an opportunity for DHS to continue to improve the program and provide quality controls. For example, the recent request for proposal (RFP) called for improvements from the previous contract, including quality assurance improvements, member protections, and customer service enhancements.
What provisions does DHS have in place to ensure quality services?
Driver requirements related to background checks, drug testing, and training
Transparency and accountability
- Strong language on penalties and liquidated damages for compliance
- A full-time NEMT contract monitor to provide onsite review of the NEMT manager’s day-to-day operations and to monitor trends and complaints
Service access and timeliness
- Member resources, such as online scheduling, online complaint submission, and a dedicated member ombuds
- A call center requirement of a 99.7 complaint-free percentage
- Electronic tracking of rides to better track unsuccessful trips and the timeliness of services
- Call center standards to help address call volume during peak hours
- A transportation provider ombuds to assist transportation providers with contracting questions and claims processing
- Network requirements for specialized medical vehicles to ensure access
- A third-party NEMT member advocate to help members navigate the NEMT process and help resolve any issues or complaints
Has anything changed for members?
Veyo is providing a number of service enhancements for members.
- A dedicated NEMT management unit is available to support rides related to critical appointments (such as dialysis, cancer treatments, hospital services, or dental emergencies).
- If a member is on the phone scheduling a ride and their request is denied, during that same call, they can ask to be transferred to an independent reviewer regarding their case for reconsideration.
- There are additional call center standards aimed at improving member experience, including faster call response during peak hours.
- Members can access a mobile-friendly portal for managing and scheduling rides to one of their last five destinations. This portal also allows members to request pickup for their ride home after an appointment, view the real-time location of their ride, and, if available, view driver photos and vehicle information.
- Members can file complaints online.
For more information about service enhancements, changes to existing policies, and other helpful information, view ForwardHealth Update 2021-35 (PDF), “New Non-Emergency Medical Transportation Manager for Wisconsin Medicaid and BadgerCare Plus Members.”
I'm interested in providing transportation—how do I get involved?
Veyo is currently recruiting and contracting with transportation providers throughout the state. Veyo's network depends on quality, third-party transportation providers as well as fleets of independent driver-providers.
Veyo's recruiting process consists of application, credentialing, and contracting phases. If you’re a qualified commercial transportation provider and want to partner with Veyo, begin your application by completing the provider survey. Once you've completed the form, Veyo's Provider Operations Team will reach out with next steps.
You can reach Veyo's Provider Operations Team at 608-673-3870 or via email.