1. LogistiCare empowers passionate people to provide quality access to human and healthcare services through technology, innovation and community partnerships while meeting commitments to our stakeholders.

2. About LogistiCare Solutions LLC
LogistiCare is the largest non-emergency medical transportation (NEMT) broker in the country LogistiCare began in the mid 1990’s Currently active in over 40 states The Texas Operations consist of: The Austin Operations Center, The Dallas Regional Office and The San Antonio Regional Office

3. About LogistiCare Solutions LLC
LogistiCare (LGTC) has been contracted by the Texas Health and Human Service Commission (HHSC) to manage Non-Emergency Medical Transportation (NEMT) services. LogistiCare started taking calls on May 1, 2015 to schedule trips for June 1 and beyond.
The MTO Region 8 includes eleven Counties:
Atascosa, Bandera, Bexar, Comal, Frio, Guadalupe, Karnes, Kendall, Kerr, Medina and Wilson.
Also MTO Regions 7 and 11 (Travis – McLennan Counties) and SDA 1 (Dallas – Tarrant counties)

4. Contract Responsibilities
LogistiCare is currently working with the local transportation providers presently and plan to use as many of the current companies as possible provided they meet compliance standards regarding insurance, drivers and vehicles. “Preference” for a particular provider will be considered but cannot be guaranteed. If you have a preference for a provider please let LGTC know when reservation is made.

5. Contract Responsibilities
LGTC will contract with and oversee the transportation providers who will provide the NEMT, and we will report to HHSC.
We also credential, contract with and pay local transportation companies to perform the NEMT. (We don’t employ drivers or operate vehicles.)
Mileage reimbursement can be provided for members who transport themselves, have a family member, or friend to transport them to and from medical appointments

6. Eligible Members, Covered Services, & Responsibilities
Medicaid recipients and clients of the Children with Special Health Care Needs program (CSHCN),
Who live in the covered Service area, and
Who have no way to get a ride to their medical appointments
Trips to a Medicaid-covered service that will be provided by a Medicaid-enrolled provider

7. Levels of Covered Services
Mass Transit
The member lives within ¼ mile of a bus stop and the medical facility is within ¼ mile of a bus stop.
The member can walk ¼ mile and understands common signs and directions.
Ambulatory:
The member can walk unassisted from the doorway to the curb.
The member can walk unassisted from the vehicle to the facility.
Wheelchair
The member is confined to a wheelchair
The member cannot transfer from the wheelchair to the seat of an ambulatory vehicle

8. Levels of Covered Services
Mileage Reimbursement for the member, family member, friend, neighbor or volunteer who is transporting the member in a personal vehicle. They will be set up as an Individual Transportation Provider (ITP) Advanced Funds (0-20) Funds will be sent via Western union. Meals and lodging Can be obtained for members who meet certain criteria Out of State travel Requires 30 days advance notice.

9. Which clients are not eligible for NEMT?
Clients who can walk to their medical appointment or
Can afford to drive themselves or
Get free rides from a family member, friend or neighbor or
Reside in nursing homes - except they are eligible for trips to and from dialysis.

10. Ordering Guidelines
Requests can be made by a client’s family member, care- giver or health Care provider
Via phone Monday thru Friday from 8 a.m. to 5 p.m. and via online 24/7
Routine transportation requests: 2 business days in advance.
For special requests (meals, lodging, excessive miles, Adv. Funds) at least 5 business days in advance.
Urgent transportation requests: Monday thru Friday from 8 a.m. to 5 p.m. via phone. Not emergency
Public mass transportation is utilized where available for all the clients
If the transportation requests is other than Mass transit a Medical Necessity Form signed by the physician will be required.
Hospital discharges: Monday thru Friday 8 a.m. to 5 p.m. by the health care provider or discharge planner.

11. “Where’s My Ride?” 855-933-6996 is the “Where’s My Ride?” number.
A client, family member, social worker, case manager or other medical provider can call the number concerning a service issue, e.g., if the driver is late dropping off or picking up the client.
This is also the number to call if the client is ready to be picked up after seeing the doctor

12. How soon will transport arrive?
For “Urgent” transports within 3 hours
For “Routine” transports at the scheduled pick-up time or within a 15 minute “window”
If the client says he/she will call for pickup after their medical appointment (referred to as a “Will Call” return) then the driver will arrive within 60 minutes of when LGTC receives the call.

13. What are the LGTC service hours?
Requests for routine reservations, standing order reservations and requests for urgent transportation are answered Monday to Friday, from 8:00 a.m. until 5:00 p.m.
Where’s My Ride? calls are answered 24/7 by calling

14. How To Contact LogistiCare
Reservation Line – M – F 8 a.m. – 5 p.m. (routine appts, discharges)
“Where’s My Ride” Line /7
Facilities Department – M – F a.m. – 5 p.m.
Facilities Fax
Online at
Facility Services Website
Member website