Contact Us

Business Hours

Monday – Friday 08:00 AM to 5:00 PM, excluding the following holidays:

Holiday Calendar 2019

Participants and Providers may communicate with First Transit by following:

1.  Phone:

First Transit has two toll-free numbers for providers and participants and a teletypewriter (TTY) line for the hearing and/or speech impaired.

Provider Line: (866) 503-9040

Participant Line: (877) 725-0569

TTY: (630) 873-1449

2.  Fax  (630) 873-1450

First Transit’s fax is ready to receive transportation requests and supporting documentation 24 hours a day, 7 days a week, 365 days a year.

All information received by First Transit is recorded and can be retrieved if provided with 1) the sending fax number, 2) the date and time of the transmittal, as shown on the confirmation page, and 3) the type of request. All documentation received by First Transit must be complete, accurate, and legible.

3.  Mail:

First Transit Inc., 799 W. Roosevelt Road,  Building 4, Suite 200, Glen Ellyn, IL 60137

Complaints

If you have complaints please call us at the phone numbers above, email us at complaints@netspap.com or fill the following form by clicking the link here

Fraud, Waste and Abuse

We ask our Providers to contact First Transit at the Provider Line (866) 503-9040 regarding any activity that may result in fraud, waste or abuse. Providers may also report the issue directly to OIG by visiting https://www.illinois.gov/hfs/oig/Pages/mcoidcomplaints.aspx?FT-QRU-6NKAPDJ7YXZ4W

What You Should Know Prior to Contacting First Transit

Customer Service

• Live Customer Service Representatives are available Monday through Friday, 8 a.m. to 5 p.m. Central Time, federal holidays excluded.

• All inbound and outbound calls are recorded for quality and training purposes.

• All conversations with Providers must be conducted in English.

• In addition to English, a Spanish language line is available for Participants. A translator service is used for Participants who speak any other languages.

• Transactions are limited to one per NET Provider per call and five to all other Providers.

• First Transit is not allowed to discuss mileage or payment with any caller.

Health Insurance Portability and Accountability Act (HIPAA)

• Confidentiality is a requirement of First Transit, HFS, and HIPAA. HIPAA is a federal law enacted in 1996. It establishes regulations for the use and disclosure of Protected Health Information (PHI). Per HIPAA, PHI can only be shared between the Participant, their medical provider, HFS, and individuals authorized by the Participant. As a business agent to HFS, First Transit is allowed to access PHI.  Medical Providers may contact First Transit to receive a copy of our “HIPAA Letter”, detailing our relationship to HFS and HIPAA.

• First Transit must adhere to HIPAA regulations. Therefore, family members and some other representatives calling on behalf of the Participant may be required to furnish verbal or written authorization from the Participant before a request can be processed. Written authorizations should include the Participant’s Recipient Identification Number (RIN), name, signature and the full name of the authorized person.

Medicaid and First Transit

• First Transit is not involved with providing Medicaid to individuals. We approve or deny transportation requests for those who already have obtained benefits through their local public aid office, or Department of Human Services (DHS) office.

• Once an individual is approved for Medicaid, they receive a Mediplan card and are assigned to a Recipient Identification Number (RIN). A RIN is a unique 9-digit number (not a Social Security number) located on their medical card. First Transit will not use anything other than a RIN or a Request Tracking Number (RTN) to access a Participant’s account.