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NON-EMERGENCY MEDICAL TRANSPORTERS NEMT

Non-Emergency Medical Transportation NEMT is any transportation to a TennCare-covered service except transportation initiated by dialing 911.

Services

Tennessee Carriers operates a state-of-the-art Call Center where our well-trained and helpful staff handles more than 60,000 calls per month using the latest technology guaranteed to facilitate prompt service for our Riders.

We help determine whether the Rider qualifies for NEMT services and, if so, the most appropriate level of transportation for the Rider.

We schedule and assign transport to the appropriate NEMT service delivery partner based on the Rider’s medical and mobility needs and geographical location.

We monitor and carefully manage our transportation network to ensure the company adheres to prescribed quality standards to perform the NEMT service.

We regularly examine the price to value relationship of prospective and existing NEMT partners.

Expectations

We hold our partners to the same high standards of quality that we ourselves maintain. We are partnered with some of the best NEMT Transporters in the business and they share our commitment to quality.

As your customer, we expect you, our NEMT partner, to operate well-maintained vehicles with well-trained, professional drivers who focus on providing transportation that is safe, efficient, and timely. All transporters must meet, maintain, and show compliance with all standards regarding performance, insurance, drivers, and vehicles.

We expect the utmost in courtesy and care for the people who ride with you. We cannot overstate the requirement for sensitivity and respect towards all Riders regardless of gender, race, religion, disability, age, national origin, language, sexual orientation, or appearance.

Along with these important basic requirements, all of our NEMT partners are required to fulfill certain reporting requirements on a frequent basis. These include complaint responses, accident and incident reporting, and other regulatory reporting. We expect all reports to be submitted timely and correctly. These requirements can change unexpectedly from time to time, both in nature and frequency.

CRA Standards

Here is a current copy of the Non-Emergency Medical Transportation requirements (Attachment XI from the Contractor Risk Agreement). If you are a current NEMT network provider, the terms of your contract may vary slightly from this document. However, the minimum performance standards will not. Please review and verify that all personnel in your organization understand and recognize the importance of meeting or exceeding each standard.

Non-Emergency Medical Transportation requirements

Each NEMT partner is required to stay current with the standards. Current standards will always supersede existing contract language.

Safety

Tennessee Carriers operates a safety first philosophy that emphasizes safe operations to protect our riders and employees.

We expect and require our NEMT partners to meet and preferably exceed our minimum standards.

Under the direction of our experienced in-house Safety Director, our comprehensive approach relies on a mix of technology, training, coaching and monitoring that few medical transportation companies can equal. We expect the Safety Directors employed by our NEMT partners to incorporate our minimum Safety First standards into their daily operations.

Our minimum Safety First standards include:

  • Comprehensive driver background checks
  • Driver Safety
  • Initial and on-going DOT physical
  • Initial and on-going drug and alcohol testing
  • Mandatory use of restraints and or special seating for all passengers regardless of age.
  • Defensive driving training
  • ADA safety and securement training
  • Vehicle inspections covering licensing, cleanliness, safety and maintenance of all vehicles
  • Vehicle maintenance records and trip logs

Training

Customer satisfaction, compliance and Safety First starts and stops with continuous training. We expect and require the Safety Directors employed by our NEMT partners to incorporate our minimum Safety First training standards into their ongoing employee education programs that incorporate lectures, practical exercises and comprehensive testing into their daily operations.

Driver training shall include, at a minimum, the following:

  • Customer service
  • Passenger assistance
  • Sensitivity training
  • Mental health and substance abuse issues
  • Title VI requirements (Civil Rights Act of 1964)
  • HIPAA privacy requirements
  • ADA requirements (Americans with Disabilities Act of 1990)
  • Wheelchair securement/safety
  • Seat belt usage and child restraints
  • Handling and reporting accidents and incidents
  • Emergency evacuation
  • Daily vehicle inspection
  • Defensive driving
  • Risk management
  • Communications
  • Infection control
  • Annual road tests
  • Reporting enrollee and provider fraud and abuse

Finally, and to make training easy, we urge our NEMT partners to consider using training software and materials such as those prepared by the Transit and Paratransit Transport Company (TAPTCO).

Application

Tennessee Carriers welcomes your interest in becoming a partner within our non-emergency medical transportation NEMT network.

As Tennessee’s largest and most trusted NEMT broker, we are committed to maintaining the highest standards of performance and compliance and are seeking partners who subscribe to the same standards and match our ongoing commitment to excellence.

Please complete and submit the Application form below, and we will contact you concerning your interest in joining our network.

Application Instructions:

  1. Prospective vendors should download and complete the “Tennessee Carriers – NEMT Provider Application”
  2. E-mail the electronically completed application to contact@tennesseecarriers.com
  3. Inaccurate and Incomplete applications will not be accepted.
  4. Not all who apply will be accepted. Tennessee Carriers, Inc. will select new vendors based on network needs, vendor capabilities, experience and location.

TNC – NEMT Provider Information Application

Payments

Tennessee Carriers is committed to the prompt processing of claims received from our Partners. In fact, our policies require us to pay 90% of clean claims received for NEMT delivery services within 30 days of receipt.

Please be advised that payment and satisfaction of all claims will be from federal and state funds, and that any false claims, statements, documents, or concealment of a material fact, may be prosecuted under applicable federal and/or state laws.

Additional information on our payment process and policies should be downloaded. This document details the steps partners must follow to submit and receive payment transportation claims.

Links

Important TennCare Web Links

TennCare Home Page http://www.tn.gov/tenncare

TennCare Online Eligibility https://apps.tn.gov/tcmis/tennessee/Security/logon.asp

TennCare Fraud & Abuse http://tn.gov/tnoig

Other Helpful Links

Taxicab, Limousine & Paratransit Association (TLPA) – Reference
http://www.tlpa.org/

The Community Transportation Association of America (CTAA) – Reference
http://web1.ctaa.org/webmodules/webarticles/anmviewer.asp?a=23&z=2

Transit & Paratransit Company (TAPTCO) – Training
http://taptco.com/

Drivecam/Lytx On-board Cameras, Sensors, and Monitoring – Equipment
http://www.lytx.com/

Tennessee Managed Care Organizations (MCOs)

UHC Community Plan 1-800-690-1606 www.uhccommunityplan.com

Amerigroup 1-800-600-4441 www.amerigroup.com

BlueCare 1-800-468-9736 www.vshptn.com