Contact Us
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Business Hours
Monday – Friday, 8:00 AM to 5:00 PM, excluding the following holidays:
Holiday Calendar 2021
| Day | Date | Holiday |
|---|---|---|
| Friday | January 1 | New Year's Day |
| Monday | January 18 | Martin Luther King Jr. Day |
| Monday | May 31 | Memorial Day |
| Monday | July 5 | Independence Day (observed) |
| Monday | September 6 | Labor Day |
| Thursday | November 25 | Thanksgiving |
| Friday | November 26 | Day after Thanksgiving |
| Friday | December 24 | Christmas Day day off |
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
To Call Illinois Relay simply Dial 7-1-1
Additional Illinois Relay access numbers:
800-526-0844 TTY Users
800-526-0857 Voice Users
800-501-0864 TTY Spanish
800-501-0865 Voice Spanish
877-526-6680 American Standard Code for Information Exchange (ASCII)
877-526-6690 Speech-to-Speech (STS)
877-826-1130 Voice Carry Over (VCO) Users
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 and a Russian language lines are 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.
