How to use your Non-emergency Transportation Benefit for 2010
Gateway Health Plan Medicare Assured® HMO is providing Non-emergency Transportation services for our members.
To Schedule a Ride Call: 1-866-670-3063
(TTY Users 1-800-855-2880)
Frequently Asked Questions
What is the transportation benefit?
Who can receive transportation services
How do I get a ride?
What do I call if I want to cancel or reschedule my ride?
What if I call with less than 3 business days notice to schedule a ride?
How do I file a complaint or concern about the services I receive?
What is the transportation benefit?
- 36 one-way (18 round) non-emergent trips to Plan-approved locations, within 50 miles one-way, per calendar year.
- Includes non-emergency transportation to doctor visits; dental, vision, hearing, and behavioral health services; and to pharmacies and fitness centers.
- No cost to you!
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Who can receive transportation services?
- Gateway Health Plan Medicare Assured® HMO members
- One additional person is permitted to accompany you, if needed.
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How do I get a ride?
Call 1-866-670-3063 (TTY Users 1-800-855-2880) three (3) business days before your appointment. Hours to call are 8 a.m. – 5 p.m., Monday thru Friday and 9 a.m. - 1 p.m., Saturday.
A Customer Service Representative will ask for the following information:
- Your full name, current address and telephone number
- Your Gateway Health Plan Medicare Assured® HMO ID number
- The address and telephone number of your destination
- The reason for your transportation request
- The type of appointment (doctor, dentist, therapy, etc.)
Please have this information ready when you call.
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Once transportation is scheduled:
- The transportation provider will call you, tell you the time of your pickup and provide their telephone number. Keep this number handy.
- Be ready 60 minutes before your pickup time.
- If you have a scheduled ride back, your ride should pick you up within 30 minutes after your appointment is over.
- If you must call your transportation provider for pick up after your appointment, your ride should arrive in less than 60 minutes.
- If you have to wait longer than 60 minutes, call the number the transportation provider gave you.
- Call 1-866-670-3063 (TTY Users 1-800-855-2880) right away if you need to cancel your ride or if your ride does not show up.
Who do I call if I want to cancel or reschedule my ride?
Call 1-866-670-3063 (TTY Users 1-800-855-2880) with ANY changes to your scheduled ride. Please call as soon as you know of the change. If you do not show up for your ride, you will be marked a no-show. No shows are counted towards your
36 one-way trip limit.
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What if I call with less than 3 business days notice to schedule a ride?
If you call with less than 3 business days notice, you will be denied transportation. If your appointment is URGENT, we will try to find a ride for you.
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The following are examples of Non Urgent and Urgent Appointments:
| Non Urgent—Need 3 Days Advance Notice |
Urgent Appointment |
Immunization
Routine Medical Visit |
Follow up care to surgery |
How do I file a complaint or concern about the services I receive?
If you are not satisfied with the service you receive, please call Member Services at 1-800-685-5209, 8 a.m. – 8 p.m., 7 days a week. (TTY users call 1-800-654-5988.). You may also send a complaint in writing to:
Gateway Health Plan®
Attention: Medicare Complaints Administrator
US Steel Tower, Floor 41
600 Grant Street
Pittsburgh, PA 15219-2704
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To Schedule a Ride Call: 1-866-670-3063
(TTY Users 1-800-855-2880)
H5932_406A CMS Approval 09/30/2009
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