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Non-Emergent Medical Transportation (NEMT) is a benefit provided to Health First Colorado (Colorado’s Medicaid Program) members without transportation to important medical appointments.
On July 1, 2020 IntelliRide will begin transitioning management of NEMT across the state.
Why the change? Expanding management of the NEMT benefit to one statewide broker, IntelliRide, will help us improve customer service to both our members and our county partners.
Why is Colorado moving to one NEMT provider for the whole state? Expanding management of the NEMT benefit to one statewide broker, IntelliRide, will help us improve customer service to both our members and our county partners. By moving to a single statewide vendor, the state is better able to ensure more consistent, streamlined operations and infrastructure, including improved access for members and reduced administrative burden for counties.
I have provided NEMT services for years in my area. Why is IntelliRide now overseeing all NEMT in the state? After significant member and county feedback, we decided to expand management of the NEMT benefit to one statewide broker, IntelliRide, to help improve customer service for our members. By moving to a single statewide broker, we are better able to ensure more consistent, streamlined operations and infrastructure, including improved access for members across the state. This change was approved by the Colorado legislature and IntelliRide went through a Request for Proposals (RFP) bidding process. The original RFP solicited for the three regions outside of the broker’s current service area. The Department chose IntelliRide to be the statewide vendor based on IntelliRide’s RFP proposal, since they were the only bid that addressed all three regions. IntelliRide has been serving nine metro Denver counties’ NEMT needs since fall 2019 and is positioned to expand across the state to meet your needs.
Why was IntelliRide chosen over other transportation providers to serve this new statewide contract? Under Colorado law, the Department must use a competitive solicitation process when selecting contractors for large programs like NEMT. The Department solicited proposals and then entered into negotiations with interested parties. IntelliRide’s proposal was selected as being the most advantageous to the State.
Which regions of the state will be onboarded with IntelliRide on August 1? IntelliRide is prioritizing areas that have existing broker models, and those that have contract agreements ending June 30. Providers contracted with those brokers must work with IntelliRide to join the network. Check our county-by-county map to see which counties have fully transitioned.
How do I join the IntelliRide network of transportation providers? Existing transportation providers must contract with IntelliRide as a subcontracted transportation provider. Please contact IntelliRide at us.join_our_network@transdev.com to complete the process to join the network. Please note: Transportation providers that choose not to subcontract with IntelliRide, will no longer receive Medicaid trips after IntelliRide is fully operational in the region.
If I don’t want to join the IntelliRide network, can I still be reimbursed for providing transportation to Health First Colorado members? You cannot be reimbursed for NEMT services you provide once your region has been onboarded with IntelliRide, unless you join the IntelliRide network. Contact IntelliRide at 1-855-489-4999 or 303-398-2155 (State Relay: 711), or us.join_our_network@transdev.com if you are interested in joining the network.
How will Health First Colorado members know about this change?Updates regarding the broker expansion will be communicated through multiple channels including social media, the Department’s newsletters, and letters mailed by IntelliRide to eligible members.
If a Health First Colorado member contacts me or my company for NEMT services after July 1, where/who should I refer them to? If the region you serve has not yet transitioned to IntelliRide, the NEMT provider in that region may provide service. If the region has transitioned, please refer the member to IntelliRide. Check the map to be sure.
Who is responsible for paying claims submitted for services prior to July 1? Any services delivered prior to 7/1 should be billed for using the current processes, and will be reimbursed in the same way. Whoever completed the service will be paid at the current NEMT rates.
Where should I submit billing for services I provided prior to July? Submit claims for services provided prior to July 1 using your existing billing procedures. The ability to bill for services will not change as of July 1.
Where should I submit billing for services I provide in July? Any services rendered should be billed for using the existing processes. The ability to bill for services will not end July 1.
Where should I submit billing for services provided beginning August 1? You must be a credentialed IntelliRide provider to submit claims for NEMT services you provide in August, or you must be serving a county that has not yet transitioned to IntelliRide. Billing can be submitted via email to us.join_our_network@transdev.com Please note: Transportation providers that choose not to subcontract with IntelliRide will no longer receive Medicaid trips after the region transitions to IntelliRide. All Health First Colorado members must use an IntelliRide provider for NEMT services after their county onboards with IntelliRide.
I will not be an IntelliRide provider in August, but I already have trips scheduled for Health First Colorado members in August. What should I do? If the trips are scheduled in an area that is not onboarded with IntelliRide yet, you may perform the scheduled trip. If the area will be part of the IntelliRide network when the trip is scheduled, please share the member August trip data (both subscription and individual trips) with IntelliRide. This information can be submitted via secure email to intelliride@transdev.com or fax at (720) 302-0106.
Counties and regional brokers that completed these steps by noon June 29 are scheduled to transition July 1:
Counties not onboarded with IntelliRide by July 1 should continue to provide NEMT services and should not reallocate staff who handle NEMT requests until their transition is complete. These counties should schedule trips occurring and provide transportation occurring in July.
Local county offices and regional brokers must share member trip data scheduled for Aug. 1 and beyond (both subscription and individual trips) with IntelliRide. This information must be submitted by Friday, July 24 via secure email to intelliride@transdev.com or by fax at 720-302-0106.
When will the statewide transition to IntelliRide be complete?The transition will be mostly complete on August 1. In July, some counties will still need to provide NEMT services to Health First Colorado members:
How will Health First Colorado members know about this change?The Department of Health Care Policy & Financing will reach out to members who have used the NEMT benefit in the past three months - for whom we have current text and email for - to inform them of the change. IntelliRide will also notify members who are eligible for the NEMT benefit by mail to let them know about their region’s transition.
How will I know when my county’s NEMT responsibilities are handed over to IntelliRide?For the most up to date information on the transition, visit CO.gov/hcpf/nemt.
How can I stay up to date with information about this statewide NEMT transition to IntelliRide?Sign up for County Connections to get NEMT updates. County Connections is a monthly Department newsletter that provides Department updates to county partners. You can also contact IntelliRide at call 1-855-489-4999 or 303-398-2155 (State Relay: 711).
If a Health First Colorado member contacts my county for NEMT services after July 1, where/who should I refer them to?If your county has transitioned to IntelliRide, direct them to IntelliRide. If your county has not transitioned to IntelliRide yet, continue to book the trip using existing processes. Visit CO.gov/hcpf/nemt for a county-by-county transition map.
Where should I submit billing for services my county provided before July 1?Submit claims for services provided prior to July 1 using your existing billing procedures. The ability to bill for services will not change as of July 1.
Where should I submit billing for services my county provides in July? Any services rendered should be billed for using the existing processes. The ability to bill for services will not end July 1.
Who should transportation providers in my county contact to join the IntelliRide provider network?Existing transportation providers must contract with IntelliRide as a subcontracted transportation provider. Contact IntelliRide at 1-855-489-4999 or 303-398-2155 (State Relay: 711), or us.join_our_network@transdev.com if you are interested in joining the network. Please note: Transportation providers that choose not to subcontract with IntelliRide will no longer receive Medicaid trips after the region they serve joins the IntelliRide network.
If Health First Colorado members contact me with questions or concerns about IntelliRide, who should I tell them to contact?Members can call IntelliRide at 1-855-489-4999 (State Relay: 711), Monday – Friday, 8 a.m. to 5 p.m. if they have questions or need to schedule transportation. For complaints, members can call 1-855-489-4999, send an email to intellride@transdev.com, or use the live chat feature on the website https://gointelliride.com/colorado.
Is county administrative funding changing?Existing administrative funding counties use to administer NEMT is not changing. However, there is no additional funding to support the continued administration of the benefit if required.
The NEMT benefit will continue during the COVID-19 pandemic.
Only one passenger per vehicle traveling to an appointment will be allowed during Governor Polis' Safer at Home Order. The passenger may bring a family member or caretaker to their appointment if they notify the NEMT provider when they make their NEMT appointment.
If you have a medical emergency, call 911. NEMT is not for emergencies.
If you are having COVID-19 symptoms, call your provider and let them know before you use NEMT transportation or go to your provider's office. Your provider may need to talk to you about your symptoms before you come in.
Transportation Providers: Please read Operational Memo HCPF OM 20-055 for Department guidance about preventing the spread of COVID-19.
