Medical Transportation Program Guide
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- Medical Transportation Program Guide (87KB PDF)
Introduction
TriMet's Medical Transportation Program (MTP) provides non-emergency transportation to eligible OHP (Oregon Health Plan) Plus Medicaid clients traveling to and from covered medical services.
Transportation is provided for clients who have no other way to get to their medical services.
TriMet contracts with local companies to provide medical transportation rides, so rides are dependent on the availability of a provider. Sometimes there may not be a provider available that can provide a ride.
Client eligibility
Eligibility for the ride is verified by a client's valid Medical Card or by eligibility information we have in our Medical Transportation computer system. Eligibility information is updated daily from files sent to us by the State of Oregon.
There is no cost to eligible clients for OHP Plus Medicaid Transportation services.
Scheduling a ride
Rides can be scheduled Monday through Saturday, 7 a.m.-8 p.m. Rides should be scheduled at least two business days in advance if possible. To schedule a ride, please call:
- Phone: 503-962-8700
- Toll Free: 1-800-889-8726
- Oregon Rely Service (TTY): 7-1-1
- Fax: 503-962-8718
A customer service representative will verify eligibility and request the following information:
- client's name
- client's address
- client's phone number
- physician/facility name
- physician/facility address
- physician/facility phone number
- date of appointment
- time of appointment
- pick-up time after appointment
- medical reason for appointment (to verify covered services)
- any special mobility needs
- any specific directions to the home or medical facility
The customer service representative will verify that the trip is to a covered OHP Plus Medicaid service and that the client has no other way to get to their appointment.
Based on the information provided, the customer service representative will either authorize or deny the ride and determine which mode of transportation is most appropriate.
Same-day rides may be scheduled after the client's doctor or medical office verifies that the client has a medically urgent need and must be seen that day.
When a ride must be cancelled or an appointment time changes, call MTP as soon as possible so that the transportation provider can be notified. Ride cancellations may be made from 7 a.m.-8 p.m. Monday through Saturday.
Clients should not call transportation providers directly, except for a return ride. Call Medical Transportation if there are any questions or ride changes.
If a client is denied transportation service based on the OHP Plus Medicaid program guidelines, they will receive a verbal denial and a letter that states the reason for the denial.
Clients may have the right to a DHS Fair Hearing if they feel they have been denied transportation services unfairly.
MTP does not schedule ambulance transportation. Callers may be asked to contact an ambulance provider for non-emergency ambulance services or call 9-1-1 to arrange emergency transportation.
When to be ready
It is important for clients to be ready at their scheduled pick-up time. The customer service representative will provide the caller with the scheduled pick-up time during their phone call.
For trips to a medical service, transportation providers should arrive at or after the scheduled pick-up time, allowing adequate time for the client to reach their appointment on time.
For return trips, transportation providers should arrive within 1 hour after receiving a call requesting a return ride.
If this does not happen, please call Medical Transportation at 503-962-8700 or the Oregon Relay Service (TTY) at 7-1-1.
Clients must call Medical Transportation if they miss their scheduled ride. Do not call the transportation provider to reschedule a ride.
If a client is not ready for their ride when the transportation provider arrives, the provider will wait five minutes. After five minutes, the provider will go to the next destination and the trip will need to be rescheduled.
Clients are not obligated to leave prior to their scheduled pick-up time. If the transportation provider arrives early for a scheduled pick-up, the five-minute wait time begins at the scheduled pick-up time.
Cancellation and no-show policy
When a ride needs to be cancelled or an appointment time changes, call Medical Transportation as soon as possible. Rides may be cancelled over the phone from 7 a.m.-8 p.m. Monday through Saturday.
When the client is not ready at the time of pick-up and has not cancelled the ride at least 30 minutes in advance of the scheduled pick-up, the ride is considered a no-show.
Multiple no-shows may result in transportation providers refusing to provide a ride for the client. Transportation providers do not get paid for no-shows. Multiple no-shows may result in additional ride restrictions.
Service hours
Transportation services, if available, may be provided 24 hours a day, 365 days a year. The MTP call center is open Monday-Saturday except New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Types of transportation
Transportation is scheduled with the most appropriate, cost-effective transportation that meets a client's needs.
Based on the client's needs, transportation may be provided by:
- bus (tickets/pass)
- wheelchair van/bus
- taxi or sedan
- secure transport
- stretcher car
MTP is a shared ride program. Other clients may be picked up and/or dropped off along the way.
Service description
Transportation providers may come to the door or main entrance lobby of the home or medical facility to let clients know that their ride has arrived. Transportation providers may assist clients into the main entrance lobbies of medical facilities, but will not assist them into medical rooms or other areas of the building.
Transportation providers may assist clients into and out of vehicles. When a client requires further assistance, a personal care attendant provided by the client is required.
Only during hospital discharges or stretcher car transport is a transportation provider allowed to enter a client's room. Transportation providers are not allowed to help a client get ready for transport (feeding, dressing, etc.).
Transportation providers do not help to transfer clients between bed and wheelchair, wheelchair and vehicle, etc.
Transportation providers will assist the client up and down curbs, if requested. Transportation providers may also help clients using wheelchairs up and down steps, when requested in advance.
Drivers are prohibited from requesting or receiving fares or tips from clients for Medicaid reimbursed transport.
Personal care attendants
Personal care attendants must accompany clients who are unable to travel by themselves to their appointments.
It is the responsibility of the client, guardian or caregiver to provide a personal care attendant when needed.
A personal care attendant may travel with the client at no cost. Additional riders may have to pay a fare or a shared ride cost.
Children
A parent, legal guardian or authorized adult attendent must accompany children under the age of twelve on their transport.
Car seats and booster seats are required by Oregon state law and must be provided and installed by the child's parent, legal guardian or authorized adult attendent.
Children under age eight will not be transported without a car seat or booster seat.
Wheelchair/mobility aids
If a client's wheelchair is oversized, MTP must be notified in advance so that an appropriate sized vehicle can be scheduled. An oversized wheelchair is larger than 30 inches wide, 48 inches long and/or weighs more than 600 pounds when occupied.
Three-wheeled scooters may be difficult to secure once in the vehicle. Clients who use scooters may be asked to transfer into a vehicle seat for their own safety but are not required to do so.
Mobility aids such as walkers or canes need to be safely stowed in the vehicle once the client has been seated. The transportation provider will help secure this equipment if necessary.
Portable oxygen tanks must be secured while being transported.
Service animals trained to assist persons with disabilities are permitted in all MTP-contracted vehicles. MTP must be notified in advance if a client will bring a service animal on the ride.
Safety belts
All passengers are required to wear seat belts.
Children are required to use car seats or booster seats in accordance with Oregon State Law. The parent, legal guardian or authorized adult attendent must provide and install all car/booster seats. Children will not be transported without a car/booster seat.
Clients using wheelchairs must use the lap and shoulder belt.
A certificate of exemption to the safety belt policy can be requested from the Oregon Department of Transportation Safety Division. Written verification from a physician stating the medical reason a client is unable to use a safety belt is required for consideration of an exemption. Clients must carry the exemption card with them and show it to the driver.
Client confidentiality
Discussing or providing OHP Plus Medicaid client information, except for normal business purposes, is strictly prohibited.
Responsibilities of the Medical Transportation Program
MTP and its contracted transportation providers want to provide safe, successful service for our clients.
We strive to provide:
- Courteous, professional ride-scheduling services
- Safe, on-time transportation
- Skilled, trained vehicle operators
- Door-to-door mobility assistance
- Prompt and accurate responses to questions and concerns
- Clean vehicles
Client feedback
MTP welcomes feedback about how our staff and providers are doing. We research all reports of problems with our services and contact our providers to resolve issues as necessary.
Compliments are also welcome. Let us know what we're doing right!
Compliments, concerns and recommendations can be made by calling MTP at:
- 503-962-8700 (Voice)
- 1-800-889-8726 (Toll Free)
- 7-1-1 (Oregon Relay Service)
- Fax: 503-962-8748
For more information about the MTP
Phone 503-962-8700
TTY 503-962-8717
Fax 503-962-8748
Hours 7 a.m.-8 p.m. Monday-Saturday
