Below is list of questions frequently asked by members. To see an answer, click on the question or use the Expand and Collapse buttons.
What services are provided by ModivCare?
ModivCare coordinates Non-emergency Transportation to covered medical services. ModivCare Coordinates livery service (curb to curb), mobility assistance service (including wheelchair), and non-emergency ambulance services. Driver of livery vehicles will meet the client at the curb. Drivers of mobility assistance vehicles will assist clients into and out of buildings or residences.
What if a provider is late or does not show up for my trip?
Please contact ModivCare “Ride Assist” line at 866-527-9934.
What if I want to file a complaint?
A complaint can be filed by any representative that answers your call, but for convenience purposes ModivCare has a complaint hotline 866-333-1735. All complaints will have a complaint number, so please ask for it to have when inquiring about your complaint.
Can I bring an escort?
Yes, all clients are allowed to bring one escort. Please note you must let the representative know you are bringing an escort when making your reservation.
Is there a limit on how far I can travel?
Medicaid regulations state that a member must go to the closest provider for the treatment type required; therefore any appointment that is beyond 20 miles will require an approval from your HMO or NJ Medicaid.
Can I bring my service animal?
Yes, Service animals are permitted, please make the representative aware that a service animal will be accompanying you when making your reservation.
Is there a limit to the trips I can book online?
No, there is no limit to the number of trips; however you can only make reservations up to 30 days in advance.
How far in advance can I book trips?
All reservations must be made with a minimum of 2 business days’ notice. Verifiable urgent trips may be accepted with less than 2 days notice; however, we cannot guarantee transportation.
Will I receive confirmation of the trip?
Yes, all reservations will have a reservation/trip number.