Healthcare Facility Frequently Asked Questions

Many common questions can be answered by reviewing the frequently asked questions below. Clicking the link for the question will display its answer.

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FFS Medicaid transportation services are identified as non-emergency, medically necessary transportation provided to eligible members to ensure reasonable access to and from FFS Medicaid and FAMIS covered services. Non-Emergency Medicaid Transportation is pre-scheduled, pre-authorized and medically necessary transportation to Medicaid-paid services such as medical appointments, waiver programs and dialysis.
FFS Non-Emergency Medicaid Transportation is for eligible members who need transportation to a Medicaid paid service and who are not enrolled in a Medicaid Managed Care Organization (MCO).
You may be entitled to transportation from your MCO plan. Some of the information on this website does not apply to MCO transportation.  Refer to your MCO benefit handbook or contact your MCO plan for an explanation of transportation benefits.  Click here for MCO transportation contact telephone numbers.  http://dmasva.dmas.virginia.gov/Content_pgs/mc-home.aspx
Non-Emergency Medicaid Transportation is pre-scheduled, pre-authorized and medically necessary transportation to Medicaid-paid services such as medical appointments, waiver programs and dialysis.
The level of service describes the type of service required to transport a member. A member can travel by one of several levels of service based on the medical necessity and plan coverage.

Ambulatory (Taxi or Van)  Wheelchair  Ambulance   Strecher-Van
 Virginia Medicaid  Virginia Medicaid  Virginia Medicaid  Virginia Medicaid


Don't forget you can ride with a friend or family member for mileage reimbursement. If you have a bus service in your area, you can ride the bus.  Please discuss your level of service needed for your transportation needs with LogistiCare's customer service representative at 866-386-8331.
Medically necessary transportation is defined as the most appropriate level or type of vehicle that can safely be provided to the member.   NEMT levels of service include taxi (including sedans and mini-vans), non-emergency ambulance, stretcher van and wheelchair van.  You may also have three alternatives:  fixed-route public transportation, mileage reimbursement or Volunteer Driver.
Ambulatory is defined as
  • able to walk, or
  • able to walk with the assistance of a walker or other device; or
  • able to transfer from a wheelchair to a vehicle without assistance, and able to stand and pivot without assistance
Transportation is provided for Medicaid members who have no other means of transportation to a Medicaid-paid service. In case of a life-threatening emergency, call 9-1-1.
You can make a reservation on this website or call the NEMT reservation line at 1-866-386-8331 at least five (5) business days prior to the scheduled medical appointment. (Verifiable urgent trips, like a follow-up appointment or sudden, non-life threatening illness, may be reserved with less than five (5) business days' notice.)  Please have your Medicaid ID number and the necessary appointment information ready.
If you usually go to the pharmacy after your medical appointment, please request the trip to the pharmacy at the same time you make your transportation reservation to your medical appointment. If you find out at the medical appointment you need to go to the pharmacy, you must contact LogistiCare immediately at 1-866-386-8331.  Request that a pharmacy stop be added to you return trip.  You will need to give the name and address of your pharmacy.
LogistiCare will ask you about your health condition and physical limitations in determining the most appropriate type of transportation.
Standing Orders are recurring trips for treatment that are scheduled at least one (1) day per week to programs such as Supported Employment, Psychosocial Rehabilitation, Adult Daycare, and Dialysis.
Facilities who would like to arrange a standing order appointment for Medicaid members should contact a Utilization Review/Facility Representative, submit by fax a Transportation Request Form at least five (5) days in advance for routine appointments and two (2) days notice for standing orders, or utilize the LogistiCare Facility Services website.  Please see Facility information on this website. The phone number is 866-679-6330 and the fax number is 866-907-1491.  The Utilization Review/Facility Department is available 8:00 AM - 5:00 PM, Monday - Friday.
Yes, a member in a Waiver program may also be enrolled in an MCO.   Transportation to the Waiver service is covered by LogistiCare's FFS contract. Transportation to a routine medical appointment is covered by the MCO or its transportation broker. LogistiCare is the transportation broker for several MCOs.   When you call LogistiCare for transportation arrangements, transportation will be set up accordingly.
A wheelchair van is a motorized vehicle equipped specifically with a certified wheelchair lift, and wheelchair securement system designed or adapted to safely carry passengers in manual or electric wheelchairs and other mobility devices. Wheelchair van services can only be used in non-emergency transportation. They are limited to use by members who can sit upright, to members without acute medical problems that require them to remain in a horizontal position, and by members who use a mobility device.
Ambulance, as defined by Code of Virginia §32.1-111.1, means any vehicle, vessel or craft that holds a valid permit issued by the Virginia Department of Health, Office of Emergency Medical Services (OEMS) and that is specially constructed, equipped, maintained and operated, and intended to be used for emergency medical care and the transportation of patients who are sick, injured, wounded, or otherwise incapacitated or helpless. The word "ambulance" may not appear on any vehicle, vessel or aircraft that does not hold a valid EMS vehicle permit. LogistiCare only provides non-emergency ambulance transportation.
A Transportation Request Form is document used by facilities to request reoccurring transportation to programs such as Supported Employment, Psychosocial Rehabilitation, Adult Daycare, and Dialysis.
Instructions and the Transportation Request Form are located on the Download navigation section of this website.
A Stretcher-van is similar to a wheelchair van but it is designed to transport a passenger on a stretcher.  It is used when a passenger must be transported in a prone position but does not need the medical services of an ambulance. Stretcher-van service does not provide emergency medical transport and does not include any medical monitoring, medical aid, medical care or medical treatment during transport.  It requires a crew of two people on board to safely load and unload the stretcher.
The Transportation Request Form must be completed by a Facility representative such as a dialysis clinician, social worker, case manager or other healthcare professional.
All changes to a standing order must be made by a facility representative. Changes must be made with LogistiCare who will then contact the assigned transportation provider. Do not make changes with the transportation provider or driver directly. The new Transportation Request Form should be faxed to 866-907-1491.
Transportation should be scheduled five (5) business days in advance of the appointment. The day of the appointment is not being included in this calculation. Please have the member's name, Medicaid number, name and address to the pick-up facility, or residence, as well as the destination facility, available when making a reservation. Transportation reservations may be taken with less than a 5-day notice if they are of an urgent nature, which will be verified with the physician’s office.
You will need the following information to complete the reservation:
1.   Member's full name,
2.   Member's 12-digit Medicaid number,
3.   Street address of the residence or specific building name such as "701 3rd Street, ABC Apartments, #303" where the member is to be picked up
4.   Street address of the specific destination where the member appointment will occur such as University Hospital,  Jefferson Building, 1200 N 4th Street, Room 711.   
5.   Transportation reservations may be taken with less than a 5-day notice if they are of an urgent nature, which will be verified with the physician's office.
Urgent reservations are defined as a trip to treat a sudden illness or other medical condition that is not life threatening but the member's doctor or other healthcare professional wants to see the member in less than a five (5)-day notice. For example, a baby wakes up with a serious cold or and adult has an infection.  Urgent care reservations are not for routine appointments or appointments where the member failed to notify LogistiCare to arrange transportation.
Examples of such trips are follow-up appointments within five days, appointments deemed "urgent" by the physician, urgent MRI or CT Scan ordered by a physician, wound care, chemotherapy and radiation therapy. LogistiCare will verify the urgency with the physician's office.
Emergency ambulance trips are not arranged through LogistiCare. If an emergency ambulance trip is needed, 9-1-1 should be called.
Yes, all Medicaid-paid services are subject to verification or service authorization prior to transport.
A member's transportation becomes "late" 15 minutes after the scheduled pickup time.  Call the appropriate "Ride Assist" line and file a "Provider Late" complaint. Ride Assist can call the provider about the delay or try to find another provider for your trip.
Examples are sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose and any situation where immediate medical treatment is necessary.
The "Ride Assist" phone number is (866) 246-9979
Hospital staff contact the Facility Line at 866-679-6330 and select the appropriate prompt. LogistiCare has three hours to assign the trip to a provider and pick up the member. The three hour time frame starts with the call to LogistiCare. All hospital discharges should be arranged by hospital staff. The member should not make the transportation request for the discharge. LogistiCare will need to verify the discharge with hospital staff.
Out-of-state transportation is covered by LogistiCare to the extent that it is general practice for the member in a particular locality to use services in a bordering state.  Examples are travel from Scott County, Virginia to Kingsport, Tennessee or travel from Tazewell County, Virginia to Bluefield, West Virginia, Emporia, Virginia to Durham, NC, from Fairfax County to the District of Columbia or other similar near-by locations in bordering states. All other out-of-state transports are arranged by the Department of Medical Assistance Services (DMAS).  LogistiCare will discuss your out-of-state transportation needs and forward to DMAS other out-of-state trips that fall under their responsibility.  A DMAS representative will contact you to discuss your member’s need for out-of-state transportation.
Your return trip can be scheduled as a "Will Call". You will use the same "Ride Assist" phone number listed above. Once the appointment is finished, you or someone at the medical facility will call the "Ride Assist" phone number and request transportation to be sent to pick you up. The transportation provider will be dispatched and will have up to 45 minutes to arrive.
For questions, complaints or concerns, please call your region's "Ride Assist" line and speak with a customer service representative.
Yes, members who are deaf and hard of hearing can dial 7-1-1 or use your preferred Relay Service to reach us at 1-866-386-8331 or TTY 1-866-288-3133.
Please refer to the chart below. In order to determine the region you are in, find the city or county in which you live and refer to the region number at the top of the column.

  Cities and Counties By Region

Region 1  
 
Region 2  
 
 
Region 3  
 
 
Region 4

 FIPS Code
City/County
 
 
 
FIPS Code  City/County   
 
 
 FIPS Code City/County   
 
 
FIPS Code  City/County

 021  Bland 005
Alleghany
 007  Amelia 001
Accomack

 052  Bristol  009  Amherst  025  Brunswick  550  Chesapeake

 027  Buchanan  011  Appomattox  018  Buckingham  057  Essex

 035  Carroll  515  Bedford City
 036  Charles City
 620  Franklin City

 051  Dickenson  019  Bedford County
 041  Chesterfield  073  Gloucester

 640  Galax  023  Botetourt  570  Colonial Heights
 650  Hampton

 077  Grayson  031  Campbell  049  Cumberland  093  Isle of Wright

 105  Lee  037  Charlotte  043  Dinwiddie  095  James City County

 720  Norton  560  Clifton Forge
 595  Emporia  097  King and Queen

 167  Russell  580  Covington  075  Goochland  101  King William

 169  Scott  045  Craig  081  Greensville  107  Lancaster

 173  Smyth  590  Danville  085  Hanover  115  Mathews

 185  Tazewell  063  Floyd  087  Henrico  119  Middlesex

 191  Washington      670  Hopewell  700  Newport News

 195  Wise      011  Lunenburg  710  Norfolk

 197  Wythe      117  Mecklenburg  131  Northampton

         127  New Kent
 133  Northumberland

         135  Nottoway  735  Poquoson

         730  Petersburg  740  Portsmouth

         145  Powhatan  159  Richmond County

         147  Prince Edward
 175  Southampton

         149  Prince George
 800  Suffolk

         760  Richmond  810  Virginia Beach

         181  Surry  193  Westmoreland

         183  Sussex  830  Williamsburg

             199  York



  Cities and Counties By Region
Region 5  
 
 
Region 6  
 
 
Region 7  
 
 


 FIPS Code
City/County
 
 
 
FIPS Code  City/County   
 
 
 FIPS Code City/County   
 
 



003
Albermarle
015
Augusta
510
Alexandria



033
Caroline
017
Bath
013
Arlington



540
Charlottesville
530
Buena Vista
610
Falls Church



047
Culpeper
043
Clarke
600
Fairfax City



061
Fauquier
069
Frederick
059
Fairfax County



065
Fluvanna
660
Harrisonburg
107
Loudoun



630
Fredericksburg
091
Highland
683
Manassas City



079
Greene
678
Lexington
685
Manassas Park



099
King George
139
Page
153
Prince William



109
Louisa
163
Rockbridge





113
Madison
165
Rockingham





125
Nelson
171
Shenandoah





137
Orange
790
Staunton





157
Rappahannock
 187  Warren




177
Spotsylvania
 820  Waynesboro




179
Stafford
840
 Winchester




The member will use the same "Ride Assist" phone number listed above. Once the appointment is finished, the member or someone at the medical facility must call the "Ride Assist" phone number and request transportation to be sent to pick-up the member. The transportation provider will be dispatched and has up to 45 minutes to pick up the member.
Medicaid members do not have the freedom of choice to choose their transportation provider. A request can be made and will be noted by LogistiCare.  However, LogistiCare reserves the right to utilize a different transportation provider consistent with the transportation needs of the member.
Minors age 17 and under may travel alone; however, a Consent and Release of Liability Form must be on file. For transporting minors 17 and under please contact the Utilization Department for policy at 866-386-8331.
Transportation can be arranged by you, your representatives (such as family, friends, or case manager) or your Medical service provider.
Please refer to the Consent and Release of Liability Form found on this website on the download navigator.
The Consent and Release of Liability Form must be signed by the parent or legal guardian of the minor.
An escort is a family member, friend or facility employee who accompanies a member for the entire trip and stays with the member at the destination. LogistiCare is not responsible for providing escorts.  However, your escort can ride for free.  When you make your transportation reservations, please make sure and let LogistiCare know you have someone riding with you.
A transportation attendant accompanies a member or a group of members during transport only.  The attendant is on the vehicle to ensure the safe operation of the vehicle and the safety of the members. The attendant is employed by the transportation provider. The attendant is not a medical professional and cannot provide any medical services. A transportation attendant will be provided for a member or a group of members when it is necessary for the safety of the member(s), to ensure timeliness of the trip and to reduce behavioral problems en route.  Attendant requests need to be approved through LogistiCare's Utilization Review Department (URD) before transport.  Please call URD at 1-866-386-8331 for assistance.
Requests for an attendant will be accepted from a qualified assessor, such as the member's parent or guardian, the member's case manager or social worker.
At the time of the request, an Attendant Care Eligibility Assessment form must be completed and faxed to LogistiCare's Utilization Review/Facility Department at 866-907-1491.
Cancel the trip immediately by calling the LogistiCare "Ride Assist" line at 866 246-9979. If you do not cancel the trip at least the day before, the provider may show up but will not be paid for the trip. However, the transportation provider can file a "Rider No-Show" complaint against the member if the trip was not cancelled. Frequent "Rider No-Shows" may result in limiting the member's transportation benefit for a timespan>
Please refer to the Attendant Pre-Assessment Checklist (APAC) found on this website on the download navigator.
No, attendants are for the safety of members while riding the vehicle only.  However, the member can have an escort ride for free.  When the transportation reservation is called in make sure and tell the customer service representative you have an escort riding as well.
You will find the Attendant Care Eligibility Assessment Form on this website on the download navigator.
LogistiCare coordinates volunteer drivers to transport Medicaid members to and from their Medicaid covered service anywhere in Virginia. A Volunteer Driver is someone who is willing to share their time and vehicle to help meet the transportation needs of their community. The Volunteer Driver provides NEMT for local and long distance trips and receives mileage reimbursement.
Reimbursed at a rate of $0.50 per traveled mile, personal satisfaction of helping others, FREE Emergency Kit, LogistiCare driver training, etc.
The requirements are:
a.  At least 18 years of age
b.  Current and valid driver’s license
c.  Good driving record
d.  Criminal background check and drug screen
e.  Liability automobile insurance coverage
f.   LogistiCare inspected automobile which is safe and in roadworthy condition (vehicle will have a LogistiCare sticker on the passenger side back window)
g.  PASS Training

Note: Volunteer Drivers have the same requirements as regular transportation provider’s drivers.
Prior to the trip, call LogistiCare to schedule the transportation. When scheduling mileage reimbursement trips, you will need the name of the person who will be transporting the member as well as their telephone number and mailing address.
To become a Volunteer Driver you can contact a LogistiCare Volunteer Coordinator at (866) 810-8305 ext. 630.
Mileage Reimbursement pays a member's friend, neighbor or relative at a rate of at least $0.40 per mile or more from the member's residence to the Medicaid paid service and the return trip home. Mileage Reimbursement trips must be pre-authorized by LogistiCare before transport.  LogistiCare assigns a unique trip number to the reservation.  The trip number is needed to receive any reimbursement.
Yes, prior to the trip, call LogistiCare to schedule the transportation. When scheduling mileage reimbursement trips, you will need the name of the person who will be transporting the member as well as their telephone number and mailing address.
You will find the Mileage reimbursement Trip Log on this website on the download navigator.  Contact LogistiCare before transporting to receive prior approval and trip number for reimbursement. The trip number is required for reimbursement.
The check will be issued three (3) to four (4) weeks after LogistiCare's receipt of the properly completed Mileage Reimbursement Trip Log.
In order to be reimbursed, a Mileage Reimbursement Trip Log will need to be completed. The physician's office must sign the trip log. The payee will mail the completed signed trip log to LogistiCare's Claims Department for processing. You still need to call LogistiCare before the trip(s) is made to get a trip number for the trip log. If you fail to call in ahead of time, you will not receive reimbursement.
Yes
Call the LogistiCare reservations line at 866-386-8331 at least five (5) days before the scheduled medical appointment. This allows for proper delivery of the bus tokens, tickets, swipe cards or passes. Please tell the customer service representative the member will be using public transportation.
Yes.  A copy can be accessed on this website on the download navigator.
Please call LogistiCare’s Transportation Coordinator toll free at 866-810-8305 Ext. 625.
Yes. Please call LogistiCare's reservation line at 866-386-8331 for information on receiving bus tickets.
Call the LogistiCare reservations line at 866-386-8331 at least five (5) days before the scheduled medical appointment. This allows for proper delivery of the bus tokens, tickets, swipe cards or passes. Please tell the customer service representative the member will be using public transportation.
Yes, please call LogistiCare at 866-386-8331 to request a translator for the language you speak.
Please call LogistiCare's Transportation Coordinator toll free at 866-810-8305 Ext. 608.
Yes.  The FFS DMAS User's Guide can be found on this website on the download navigator.

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