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Call Main # 1-855-478-7350. Pick English or Spanish. Then option 1-4 is for the member. CCC staff should select option 5- for a facility for faster routing to an agent. Provide client Name, Detailed Address of client, DOB and EMS ID for PHI Verification.

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Provide client date/time of appointment, pick up and drop off time, whether its reoccurring etc. At this time, it is crucial to give details on the client's functional/medical status to assist in determining the client’s ability to take a specific type of transit. Types include Wheelchair, medical, car and Public Transit (bus). Veyo reports that for a client to be determined eligible ONLY Public Transit, the client has to be deemed to have a bus stop within .75 miles of their home, and .75 from their appointment. (this means a client needs to be able to walk this distance safely).

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In order to deem a client eligible for a more supportive transport method a Medically Appropriate Mode Form (MAM) needs to be completed and SIGNED by a licensed professional (MD, RN, LCSW).

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MAM forms can take up to 15 days to be approved/denied by VEYO. If Denied, Veyo sends a letter in one business day to the client for a reason.

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If approved, MAM is logged in the client's file and they use the medically necessary mode of transportation going forward. These forms expire and need to be completed again after 1 year. If within the 15-day approval, time frame the client needs medical transportation, the client can ask for 1 to 15 day “courtesy” (up to 2 times in a row) to get this transportation mode while MAM is pending.

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Email urgent MAM forms with an explanation to Arrika Denbin- (requires manager approval) adenbin@veyo.com

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If the client requires an escort/companion, a Companion Form must be completed by a licensed professional and approved by VEYO. For clients with appointments a distance away need the Closest Provider Form. This form is needed based on the following: 1) If they live in an urban area, the form is needed for appts beyond 10 miles 2) If they live in a rural area, the form is needed for appts beyond 20 miles.

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FOR QUALITY CONCERNS:

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Report Missed Pick Ups, Poor Customer Care, Long Hold Times, etc to CTQA@veyo.com which is their quality assurance department who will do an investigation. Include the date and time of the call as well as the agent- as the call is recorded and the investigator will pull this. Also asked to be included in the communication in the email as a representative for the client – 1) Include name of driver if known, or type of transmit 2) IDPs are Independent Driving Providers (like an uber) 3) 3POs are 3rd party operators- like ACE, Metro. Clients can ask in their record for a preferred provider if they prefer someone who has provided satisfactory services.

If an appointment is scheduled/confirmed and the driver is a no-show, the main number can be called and select the option for “Where’s my Ride”. Report the driver is a no-show and you want to file a complaint so this can be logged in the driver’s file.

If the ride is urgent, ask for a rescue trip to be pursued. An agent will seek a driver to arrive for pick up in less than an hour.

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