1. MDwise Transportation Benefit Management
Welcome - Pat
HHW-HIPP0585 (9/18)

2. Company History
Ride Right began operations in 2009, providing fixed-route and para-transit service with a focus on passenger experience and a hands-on management approach.
2009

3. Ride Right/Mdwise Partnership
Ride Right began as the transportation benefit manager for the MDwise Hoosier Healthwise population on
December 15, 2010.
In 2015, Ride Right expanded services to Healthy Indiana Plan.
2009
2010
2015

4. National Footprint
While growing with MDwise, Ride Right has expanded services nationally, providing more then 1.5M trips annually.

5. Program Goals: Eliminate barriers to health care
Ensure continuity of care
Assist in member recruitment and retention
Reduce potential for fraud, waste and abuse

6. Program Criteria:
Aligned with IHCP standards for member service and provider requirements.
Utilization of most appropriate mode of transportation.

7. Accessing Service
Ride Right ensures access to medical treatment through our Call Center and Provider Services.

8. Accessing Service: Call Center
How can Ride Right be reached?
| Healthy Indiana Plan
| Hoosier Healthwise

9. Accessing Service: Call Center
When can Ride Right be reached?
Monday – Friday; 8:00am – 8:00pm EST
Open 24/7 for non-routine, urgent scheduling and ER discharges

10. Accessing Service: Call Center
What can I expect when I call?
Customer Service Representatives are professional, friendly, educated in MDwise protocols and receive ongoing coaching.
Average Speed to Answer < 30 seconds
Abandonment Rate < 5%

11. Accessing Service: Call Center
What information should callers provide?
Member name, Medicaid number, phone, address
Special needs that would affect transportation
All medical appointment information

12. Accessing Service: Call Center
How much notice should be given?
Member must provide 2 business days’ notice for all trips.
For urgent trips, a member may request a trip in under the 2 day notice.

13. Accessing Service: Call Center
Is there a limit on the amount of trips?
After the first 20 trip legs, Ride Right will seek authorization from MDwise for additional trip legs.

14. Accessing Service: Providers
Once trips are scheduled with the Call Center, they will be assigned to a transportation provider.

15. Accessing Service: Providers
Transportation Modes
Ride Right will consider the caller’s mobility and special needs to assign the most appropriate mode of transportation.
PUBLIC (BUS)
GAS REIMBURSEMENT
SEDAN
WHEELCHAIR
STRETCHER
AMBULANCE

16. Accessing Service: Providers
Credentialing
Ride Right providers undergo a thorough background and credentialing process to ensure member safety.

17. Accessing Service: Providers
Credentialing:
Web-based storage system
Automated renewal reminders

18. Accessing Service: Providers
Oversight
Transportation Providers are overseen by a Network Manager who monitors performance, vehicle conditions, and ensures network adequacy.

19. Accessing Service: Providers
Claims:
Web-based submissions
Mobile capabilities
Prompt payment

20. Accessing Service: Providers
Transportation Helpdesk:
Real-time support:
7:00am – 8:00pm EST

21. Accessing Service
Through accessible scheduling and transportation resources, Ride Right seeks to ensure continuity of care by connecting members to their medically necessary services.

22. Program Feedback
Member Surveys conducted by a third-party to measure satisfaction with call center and transportation performance.
Grievances may be filed through Ride Right’s We Care line:
How grievances are resolved:
Thorough investigation of issue and follow up with appropriate parties.
Member acknowledgement upon receipt and member notification of resolution.
Grievance Summary Reports sent to MDwise.

23. QUESTIONS?

24. MDWise Transition Timeline to Southeastrans
October 2018 – Southeastrans begins network expansion
NEMT providers currently transporting MDwise members
New providers in areas of need
November 2018 – NEMT Provider onboarding activities
New provider orientation sessions
Driver training sessions, as necessary
Vehicle inspections
December 17, 2018 – Southeastrans begins accepting MDwise member calls for trips in January
December 21, 2018 – MDwise trips available to NEMT Providers on Southeastrans web portal
January 1, 2019 – Southeastrans MDwise contract go-live

25. NEMT Provider Enrollment Contacts
For Provider Enrollment
Kristy Swoveland, Provider Relations Manager or
Andrew Tomys, Corporate Network Development Manager or
For Provider Credentialing and Training
Larry Lee, Compliance Manager or
For Administrative Questions
Karen Mullenix, IN Director of Operations or