MO Medicaid Managed Care Health Plan Transportation Committee August 20, 2019

Who Are We? MO HealthNet Managed Care health plans provide health care services through MO HealthNet. Each Managed Care health plan has a network of doctors, hospitals and other providers across the state of Missouri that coordinate care to help individuals and families stay healthy.

About Transportation Nearly 4 million delayed and/or missed health care appointments in the US are due to transportation barriers. 50 – 67% of patients with repeat missed appointments, identified transportation as a primary barrier. More than 1 in 5 pregnant moms in housing units in St. Louis city do not have a car. Walking distance, safety concerns, and absence of a shelter are barriers to using public transportation. Traveling with children on public transportation can be difficult. Many MO Medicaid members do not know about the transportation benefit.

What are we doing? Improving access to transportation for pregnant women and children which will impact birth outcomes and overall health and wellness of mom and child. Standardized protocols between MCOs to remove barriers and make the benefit more efficient and easier to understand. Measuring outcomes by working together to aggregate and measure data such as: Acute hospital stays Emergency Department usage Prenatal visits Well child check ups

What are we doing? Developed a partnership with MTM and Lyft to provide additional access to transportation. Trauma Informed Care through Centene Center for Behavior Health Coordinated training with MTM front line staff Continuous training has been made available to MTM vendors (drivers) Increase knowledge by educating the community about the MO Medicaid Managed Care health plan transportation benefit.

How can you help? Gain a better understanding of the MO transportation benefit Attending the NEMT outreach sessions Reviewing the materials provided and asking any questions you may have about the benefit Educate membership about the benefits When scheduling visits in real time, confirm if member may need a ride If member is cancelling an appointment, ask if transportation is a barrier

How can you help? Continuous feedback loop, both positive and negative Encourage members to call and discuss complaint directly with their health plan and MTM Track exact examples of issues that members may have with transportation Provide health plans and MTM with examples for us to research and pull data on the specific complaint To submit a complaint about the transportation vendor, members should call the appropriate health plan and select the “Member Services” option from the main menu. Missouri Care: 1-800-695-5791 (TTY 1-800-735-2966) Home State Health: 1-855-694-HOME (4663) (TTY 1-877-250-6113) UnitedHealthcare Community Plan: 1-866-292-0359 (TTY 711)

Transportation Benefit Highlights Standardized protocols across all MO HealthNet Managed Care health plans. Same-day transportation is available for Urgent Care, PCP and/or OB visits. Same-day transportation requires 3 hours notification. For other trip reasons, transportation should be scheduled at least 3 days before the day of the appointment. Escalation process for urgent matters, along with specific escalation contacts at each of the health plans. A formal complaints process at each health plan has been established. Members should feel comfortable addressing any complaints or concerns with the transportation vendor through the health plans.

Transportation Benefit Highlights If member lives within ½ mile from a bus stop or Metro, he/she can request a free bus pass. There are exceptions to this, such as: Pregnant mother Traveling with an infant under 6 months of age or two children under the age of 5 Non-English speaking Scheduled times are estimates, members should be prepared an hour prior for driver’s arrival. Passengers must enter the vehicle within 5 minutes of driver’s arrival.

Standardized Protocols

Standardized Protocols (continued)

Transportation Overview

Any Questions?