Table of Contents [show]
Purpose of this Manual
The purpose of this training manual is to outline HFS’ policies in processing Prior Authorizations as they pertain to Transdev and the
The Illinois Department of Healthcare and Family Services
The Illinois Department of Healthcare and Family Services, or HFS, administers and funds, in part or in full, Medicaid and other Medical Assistance Programs providing comprehensive health coverage to over 2.7 million qualified adults and children of Illinois.
The Non-Emergency Transportation Services Prior Authorization Program
HFS allows for the provision of Non-Emergency Transportation services of certain Medicaid Participants to their qualified non-emergency medical appointments. In order to ensure these Non-Emergency Transportation Services meet federal guidelines and
that reimbursement for these services is free of waste, fraud
Transdev has been contracted to administer the
Please note: Transdev is not involved in the process of enrolling providers or processing reimbursement for their services.
- For assistance with enrolling with HFS, providers may review the information here or contact:
IMPACT Provider Enrollment Services
Healthcare and Family Services
PO Box 19114,
Springfield, IL 62794-9114
Phone: (877) 782-5565 (Options 1, 2, 1)
- Provider handbooks detailing the policies, procedures for all providers can be found at http://www.illinois.gov/hfs/MedicalProviders/Handbooks/Pages/default.aspx.
We encourage all medical and NET Providers to review the Handbook for Providers of Medical Services – Chapter 100 (http://www.illinois.gov/hfs/MedicalProviders/Handbooks/Pages/Chapter100.aspx)
and the Handbook for Providers of Transportation Services – Chapter T-200 (http://www.illinois.gov/hfs/MedicalProviders/Handbooks/Pages/Chapter200.aspx)
For assistance with billing questions or concerns, providers may contact the Illinois Department of Healthcare Family Services at (877) 782-5565.
A. Communicating with Transdev
Providers may communicate with Transdev in four ways:
Transdev has two toll-free numbers and a teletypewriter (TTY) 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
Transdev’s fax is ready to receive Non-Emergency Transportation requests and supporting documentation 24 hours a day, 7 days a week, 365 days a year.
All information received by Transdev 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 Transdev must be complete, accurate, and legible.
799 W. Roosevelt Road,
Building 4, Suite 200
Glen Ellyn, IL 60137
Transdev’s Informational website contains:
Links to HFS
Non-Emergency Transportation Request and Supporting Forms
Private Auto Enrollment Information
Ambulance Non-Emergency Transportation Procedures and Forms
A Link to PassPORT
PassPORT is a free web-portal developed by Transdev for use with
PassPORT can be accessed by clicking on the “Providers/PassPORT” Tab at www.netspap.com or by going directly to https://www.ft-passport-il.com. PassPORT is available 24 hours a day, 7 days a week, 365 days a year and there is no limit on the number of transactions allowed. PassPORT allows Providers to organize and access Participant information and there is no waiting to talk to a Customer Service Representative.
To create a PassPORT account:
- Click on the “Request a New Account” link.
- Enter the information requested. Once you select a Provider type, you will be asked to provide your HFS Provider ID. This is the 12-digit number you use to bill Illinois Medicaid.
- Click on the “Submit request” button. You will receive a response by email.
Please visit https://www.netspap.com/for-providers/passport/ for a detailed PassPORT user guide.
A.2 What You Should Know About Transdev
- Live Customer Service Representatives are available Monday through Friday, 8 a.m. to 5 p.m. Central Time, except for the following holidays:
New Year’s Day
Martin Luther King’s Birthday
Day after Thanksgiving
- All inbound and outbound calls are recorded for quality and training purposes.
- All conversations with Providers must be conducted in English.
- A Spanish language and a Russian language lines are available for Participants. A translator service is used for Participants who speak any other languages, at no cost to the Participant.
- Transactions are limited to one per NET Provider per call and five to all other Providers.
- Transdev is not allowed to discuss mileage or payment with any caller.
- The terms "prior approval" and "prior authorization" are interchangeable.
Health Insurance Portability And Accountability Act (HIPAA)
- Confidentiality is a requirement of Transdev, 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, Transdev is allowed to access PHI.
Medical Providers may contact Transdev to receive a copy of our “HIPAA Letter”, detailing our relationship to HFS and HIPAA.
- Transdev 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 Transdev
- Transdev is not involved with providing Medicaid to individuals. We authorize or deny Non-Emergency Transportation requests for those who already have obtained benefits through the Department of Human Services (DHS) office.
- Once an individual is approved for Medicaid, they receive a Mediplan card and are assigned a Recipient Identification Number (RIN). A RIN is a unique 9-digit number (not a Social Security number) located on the Participant’s medical card. Transdev will only use the RIN or a Request Tracking Number (RTN) to access a Participant’s account.
B. Defining Prior Authorization
Non-emergency transportation requests should be submitted prior to the transport taking place. Transdev recommends 5 business days. If extenuating circumstances prevent the Participant or the Provider to obtain prior authorization approval, post-approval may be requested no later than 30 calendar days after the transport.
Extenuating circumstances include transports that took place after hours and/or urgent trips. Urgent trips include hospital admits, hospital discharges, dialysis trips, SASS trips, emergency room visits with a validated doctor’s referral, or trips where Participants, NET Providers, or Providers could not request prior authorizations during regular business hours.
Post approvalcannot be requested for Exceptional Modes of Transport, long distance and/or negotiated rate requests.
- Transdev will only authorize non-emergency transports to the Emergency room if the participant has been referred by a doctor and this referral can be validated by Transdev.
- Post approvals can be requested over 30 calendar days for Dialysis Standing Prior Authorizations (SPAs).
Corrections are requests for a change to a previously adjudicated trip (due to a Transdev error) and do not fall under the 30 calendar day rule.
Corrections are reviewed on a case by case basis.
C. Criteria for Authorization
In order for Transdev to approve a request for Non-Emergency Transportation, the following criteria must be met:
- The Participant must have Medicaid eligibility on the Date of Service
- The Participant must be traveling to a scheduled medical appointment (not shopping, or to work)
- The Participant must have no other way to get to their medical appointment (no access to cost-free modes of Non-Emergency Transportation)
- The Participant must be transported in the least expensive mode of Non-Emergency Transportation, referred to at times as Category of Service (COS), that can safely transport the Participant on the Date of Service, and if appropriate, approved with an employee or non-employee attendant.
- The Participant must be transported by a NET Provider enrolled for the appropriate COS.
- The Participant must be transported to the closest appropriate provider.
- The Participant must be receiving a covered medical service.
C.1 Medicaid Eligibility
A Participant must have Medicaid eligibility on the date of transport. As described in the T-200 Provider Handbook, the NET Provider is responsible for checking said eligibility prior to agreeing to the transport and, when applicable, makes sure
To verify the eligibility of participants, create an account on the HFS's Medical Electronic Data Interchange (MEDI) portal at myhfs.illinois.gov. The Recipient Eligibility Verification (REV) System and the Automated Voice Response System (AVRS) at 1-800-842-1461 are also available.
HFS Pending Applicants
HFS Pending Applicants are individuals who have applied for Medicaid but their application has not yet been approved. Because these applicants have no RIN, Transdev cannot generate a Request Tracking Number (RTN) and therefore cannot process their request.
If the NET Provider chooses to transport the Participant, they may be able to request
Managed Care Organizations (MCO)
Participants enrolled with a Managed Care Organization (MCO) have prepaid health services. The MCO may be a Health Maintenance Organization (HMO) or a Managed Care Community Network (MCCN).
Some MCOs cover all medical services and Non-Emergency Transportation for their members. Others cover everything with the exception of dental, optical, and family planning services. Transdev will accept requests for these excluded services for
an eligible Participant who is covered under an
Early Intervention Services
Early Intervention Services included in Individual Family Service Plans (IFSP), a) are established by a Child and Family Connections Caseworker, b) are for children 0-3 years old with developmental problems, c) often include diagnostic testing, physical therapy, speech therapy, and others, and d) are not covered by Medicaid.
Transdev may deny
C.2 Scheduled Medical Appointments
In order for a Participant to be approved for Non-Emergency Transportation services, they must need a ride to a scheduled medical appointment. Transdev cannot approve transport to a facility if there is no medical appointment scheduled.
If a medical facility only takes walk-ins, Transdev must validate that the medical provider only takes walk-ins prior to approving the trip.
Transdev cannot approve transport to non-medical appointments, such as the grocery store, school, church, or a friend’s house.
However, if the Participant has been approved for transport to
C.3 Cost-Free Modes Of Non-Emergency Transportation
Having Medicaid eligibility does not automatically entitle a Participant to Non-Emergency Transportation services through Transdev. Non-Emergency Transportation is provided to those Participants who have no other means to get to their medical appointment.
If a Participant has never used our services or has not been approved for a trip within 6 months, their access to Cost-Free Non-Emergency Transportation must be assessed. Some examples of Cost-Free Non-Emergency Transportation may include transportation that can be safely provided by a Participant, friend, guardian, or relative, and fixed route transportation.
Transdev may request documentation from a medical provider to support an upgrade in the requested mode of transportation or Category of Service.
When requesting prior authorization on behalf of the Participant, providers must present Transdev with the following information:
- How the Participant had been transported in the past.
- The reason the Participant is unable to use this method for their appointment.
- The reason, medical or otherwise, the Participant is unable to use public transportation, such as fixed route buses or trains.
- The medical diagnosis of the Participant which may affect their Non-Emergency Transportation requirements.
C.4 Modes of Non-Emergency Transportation and Attendants
The Mode of Transportation requested for a trip must be the most economical mode of transport that will meet the Participant’s needs.
HFS Category of Service (COS) – Mode of Transportation
COS 51. Non-Emergency Ambulance
Transportation of a patient whose medical condition requires transfer by stretcher and medical supervision. The patient’s condition may also require medical equipment or the administration of drugs or oxygen, etc.
Critical Care Transport (CCT), Specialty Care Transport (SCT)
Critical Care Transport (CCT), often referred to as Specialty Care Transport (SCT), are inter-facility transportation services for a critically ill patient needing care beyond that of an EMT Paramedic as defined by the Illinois Department of Public Health at 77 Ill. Adm. Code 515.860.
BLS (Basic Life Support)
ALS (Advanced Life Support)
Transportation of patient whose medical condition requires the use of a hydraulic or electric lift or ramp, wheelchair lockdowns, or transportation by stretcher when the patient’s condition does not require medical supervision, medical equipment, the administration of drugs or oxygen, etc.
COS 53. Taxi
COS 54. Service Car
Transportation by passenger vehicle for Participants who can be transported safely in a regular car.
COS 55. Private Auto
Transportation by a privately-owned passenger vehicle for patients who can be transported safely in a regular car. This transportation provider must also be enrolled with HFS.
COS 56. Other Transportation
Amtrak, Fixed Route, Paratransit
Public Transportation with an advertised route and schedule (for example, non-commercial buses, commuter trains, subway trains & elevated trains).
Also used for Chicagoland Pace transportation for Participants who have applied and been approved for this ADA paratransit service by the Regional Transportation Authority. (Note: Transdev identifies this mode of transportation internally as COS 100)
When medically necessary, a person can be approved to accompany Participants in service cars, taxis, and
There are two types of attendants:
A friend, family member, or
Non-Employee attendants may be approved to:
- Travel with a Participant to assist
- Participate in the Participant’s treatment when medically necessary
- Learn to care for the Participant after he or she gets out of
- Translate for the Participant
- Travel with a Participant to a medical provider, such as a parent going with a young child
Employee attendants may be approved to:
- Assist a Participant who is not able to walk to
- Help a Participant with a mental impairment check-in for their appointment
- Carry a Participant in a wheelchair down a number of stairs
Note: A Certificate of Transportation Services (CTS) or an equivalent doctor’s statement, such as Physician Certification Statement (PCS) may be requested to support a category of service and/or attendants.
C.5 NET Providers
Transdev allows the Participant to choose their preferred NET Provider, excluding Exceptional Modes of Transport (
A Participant may also need to find a different NET Provider if the preferred provider:
- Is not currently in good standing with HFS
- Does not provide the Mode of Transportation (Category of Service (COS)) the Participant needs
- Does not provide service in the Participant’s area
When necessary, Transdev will provide the Participant or their representative with five randomly selected NET Providers to contact for their Non-Emergency Transportation needs.
We ask Providers to contact Transdev if a NET Provider’s contact information has changed or if they no longer provide Non-Emergency Transportation services for
If no NET Providers are available in the area
Transdev will offer a Participant
In these cases, Transdev will not deny their medical services but may be unable to assist them with their Non-Emergency Transportation request at the time.
If the Participant has a friend or family member who can transport them to their medical appointments, they may be able to enroll as a Private Auto provider. They can contact IMPACT enrollment at (877) 782-5565 for more information or at impactinfo.illinois.gov.
C.6 Closest Appropriate Provider
Participants must be transported to the closest appropriate medical provider. To ensure this, Transdev validates a referral for trips above 25 miles in an urban area, 50 miles in a rural area, all trips above 100 miles, and negotiated rate requests. Please submit these requests at least 7 business days in advance.
Participants may have to be transported out-of-state to receive treatment by the closest appropriate provider. This is acceptable as long as the Participant resides in Illinois.
A provider may not be “appropriate” if they are not accepting new or any Medicaid patients.
C.7 Covered vs. Non-Covered Services for Non-Emergency Transportation
In order to be approved for Non-Emergency Transportation services, the Participant must be transported to an appointment where they will receive a covered medical service. A covered medical service is a Medicaid Eligible Medical Service (MEMS).
Examples of Covered and non-covered services are:
- Wellness exam, or annual physical exam
- Glaucoma, Cataracts
- X-Rays, MRI, CAT scan, or
other diagnostic testing
- Blood test
- Hospital admit or discharge
- Sleep study
- Outpatient surgery
- IV infusion
- Birth control
- Prenatal care
- Gastrointestinal problems
Covered Services with Limitations
|Emergency room (ER) transports||Only approvable if the Participant was referred to the ER by a physician. The referral must be validated before the request can be approved. You will need to provide Transdev with the name and phone number of the referring physician.|
|Prosthetic device fitting||The Participant must be seeing a licensed, certified, health professional; this must be validated by Transdev before the request can be approved.|
|Prosthetic device pick-up||The Participant must be seeing a licensed, certified, health professional and the professional must be performing an adjustment during the visit; this needs to be validated by Transdev before the request can be approved.|
|Diabetic teaching; dietician or nutritionist visit||Each is allowed once per Participant per lifetime.|
|Flu shots/vaccinations||Must be given by a physician or at a medical facility (not a pharmacy or grocery store) and the Participant must be either a) under 21 years old, b) 22 to 64 years old –
only if there is an underlying medical condition which the medical provider believes places the Participant at
|WIC (supplemental program for Women, Infants, & Children)||The Participant must be receiving a covered service such as a
|Abortion services||Adjudicated on a case-by-case basis.|
|LTC admit or discharge||The Participant cannot be transported out of personal or family choice or convenience. The Request will be evaluated on a case-by-case basis.|
|Hospital to hospital transports||Must be one-way and the Participant must be receiving a Higher Level of Care, that is, inpatient services not available at the originating hospital. Hospital to hospital transports via non-emergency ambulance do not require prior authorization from Transdev. NET Providers may bill HFS directly.|
|Wheelchair fitting||The Participant must be seeing a licensed, certified, health professional; this needs to be validated by Transdev before the request can be approved.|
|Wheelchair pickup||Approvable ONLY if the wheelchair cannot be delivered and if the Participant is receiving instructions; this must be validated by Transdev before the request can be approved.|
|Must be getting an exam or be fitted at time of pickup.
|Group Behavioral Health Services||Limited to 2 round trips per week. Not covered for residents 21 years or older residing
|Tobacco Cessation Counseling Services||Covered for:
(Please note, this is not a full list)
- Massage therapy
- Prescription pickup
- Social Security / SSI medical evaluation
- Wheelchair repair
- Smoking cessation for
non-pregnantwomen and Participants 21 and older Day care(child or adult)
- Flu shots or vaccinations at local pharmacies
- Transportation for Emergency services is not covered under
NETSPAP. Refer to the handbook for Transportation Services T-200 for emergency transportation procedures.
- One-way hospital to hospital Transports NOT receiving a Higher Level of Care at the destination hospital
- Round-trip hospital to hospital transports; the transportation provider must seek payment from the inpatient hospital.
- ‘No Show’ trips (patient was not transported)
- Transportation for a Participant who has been declared deceased
- Medical transportation provided for patients who reside in state-operated facilities; the transportation provider must seek payment from the state-operated facility
- Artificial insemination
- Preparation of routine records, forms
- Services provided only, or primarily, for the convenience of patients or their families
- Equipment pickup, such as walkers, crutches,
bed pans, sick room supplies, etc
- Pick up for filling prescriptions or any other pharmacy-related item
- Experimental procedures
- Infertility/sterility diagnostic or therapeutic
- Early intervention services
- Sheltered workshops
- Social rehabilitation programs
- Day training programs
- Cosmetic medical treatments
- Group therapy for Participants 21 years of age or older who reside in a long term care facility
D. Submitting a Non-Emergency Transportation Request
Certain requests can be submitted via phone. Others must be submitted via fax, mail or through PassPORT. If Transdev approves the request: The NET Provider and the Participant must coordinate the pick-up and drop-off times. The NET Provider will need to obtain the Request Tracking Number (RTN) prior to transporting the Participant. If Transdev denies the request:
- HFS will not pay for the transport
- The NET Provider should not transport the Participant
- Alternate transportation must be arranged for the Participant
- In most instances, a denied request can be resubmitted with additional or updated information for reconsideration
D.1 Information Needed to Book a Routine Request
- The Recipient ID Number (RIN) of the Participant
- The full name of the Participant
- First Assessment information, such as
- How was the Participant transported in the past?
- What is the reason the Participant is unable to use this (these) method(s) for this or other future appointments?
- What is the reason, medical or otherwise, the Participant is unable to use public transportation, such as fixed route buses or trains?
- The medical diagnosis of the Participant that may affect their Non-Emergency Transportation requirements?
- Your full name, title, relationship to the Participant or company, and contact phone number
- The pickup address and contact phone number there
- The destination address and best phone number to validate the appointment
- The name of the doctor and/or medical facility
- The medical reason for the appointment on the date of service
- Information to assess the category of service:
- Is the Participant able to walk from the door to the vehicle with little or no assistance?
- Does the Participant use a wheelchair, cane, walker, or
- If the Participant uses a wheelchair, is a transferable wheelchair or is the Participant wheelchair bound?
- Is the Participant able to step into a regular car or do they need a lift?
- Does the Participant need to travel with someone to this appointment? If so, how will this person assist the Participant?
- The name and phone number of the NET Provider
- The name and phone number of the referring physician if traveling to the ER, to physical therapy, aqua therapy, speech therapy, occupational therapy, group therapy, over 25 miles in an urban area, over 50 in a rural area, or over 100 miles.
D.2 Types of Requests
One-way, Round Trip, Three-Legged Trips
Admits and Discharges are considered one-way trips. Most trips, such as all outpatient services, are round trip. A three-legged trip can be requested when a Participant has to travel to two appointments at different locations on the same day.
One-Way Trip example
HOSPITAL > HOME
Round Trip example
HOME > HOSPITAL
HOSPITAL > HOME
Three-Way OR Three-Legged Trip example
HOME > HOSPITAL
HOSPITAL > MEDICAL CENTER
MEDICAL CENTER > HOME
If 2 or 3 trips are booked on the same call, going to the same facility, and for the same reason, they will normally be booked together as a recurring trip (with the exceptions below). The NET Provider can use the same RTN to process payment for both.
Standing Prior Authorizations (SPA)
A Standing Prior Authorization (SPA) is required when a Participant is traveling:
- 2 or more times for Group Therapy, Physical Therapy, Aqua Therapy, Occupational Therapy, and/or Speech therapy
- 4 or more times for any other medical reason
Standing Prior Authorizations cannot be requested by phone. They must be submitted by fax, mail or through PassPORT.
The most common SPAs are:
- Aqua Therapy
- Behavioral Health Services
- Occupational Therapy
- Physical Therapy
- Radiation Therapy
- Speech Therapy
Chemotherapy and radiation SPAs can be approved for 30 trips at a time, Dialysis SPAs are approved up to 6 months at a time and no SPA can be over 6 months.
Standing Prior Authorization Overrides (SPAO)
SPAs for any other reason require further processing and are called Standing Prior Authorization Overrides (SPAOs).
Some SPAO examples are:
- Cardiac Rehab – Phase II
- Coumadin Therapy
- ECT and EECP
- IV Infusion
- Pulmonary Rehab – Phase II
- Wound Therapy
- Pain Management
- (Any SPA via ambulance)
Changes to SPAs and SPAOs
There are certain changes we can make to a SPA without requesting a new one be submitted:
- Change to the pickup address
- Change to the destination address if the medical provider is the same
- Ending the SPA if the services are no longer needed.
To make any other changes we must receive a new SPA. For example:
- Adding or removing attendants
- Changing the Mode of Non-Emergency Transportation or Category of Service (COS)
- Changing the start date
- Changing the destination address/facility
- Changing the number of trips per week
- Changing the total amount of trips
- Changing the NET Provider
If the days of the week have changed on a SPA, for example, instead of Monday, Wednesday, Friday the Participant will be transported Tuesday, Thursday, Saturday (same number of trips per week and
D.3 Non-Routine Requests and their Requirements
Routine requests, are approved or denied in the call center and usually take 2 business days for processing. Non-routine requests must be validated and can take 5 business days to process.
Below are samples of non-routine requests and the additional information or documentation that must be provided to Transdev:
|Non-Routine Request||Additional Information/Documentation|
|Standing Prior Authorizations (SPAs)||Varies|
|Standing Prior Authorization Overrides (SPAOs)||Varies|
|Any transport by non-emergency ambulance (not a hospital discharge)||Physician Certification Statement (PCS) or Certificate of Transportation Services (CTS)|
If the trip has taken place, the Run Report is also required.
|Any hospital discharge by non-emergency ambulance||Physician Certification Statement (PCS)|
|Any transport by
||Certificate of Transportation Services (CTS)|
|Any Individual Behavioral Health Services (BHS), such as schizophrenia, bipolar disorder, etc.||N/A|
to Physical Therapy, Speech Therapy, Aqua Therapy, or Occupational Therapy
|Provide Transdev with the name and phone number to the referring physician and the diagnosis for which the therapy is needed|
for Physical Therapy, Speech Therapy, Aqua Therapy, or Occupational Therapy
to Group Behavioral Health Services
|Provide Transdev with the name and phone number of the referring physician.|
for Group Behavioral Health Services (limited to 2 round trips in a 7-day period)
|SPA and Psychiatric Services Treatment Plan Form (PSTP) for CAP/GAP* Providers – completed by the Participant’s|
referring physician and the direct service provider. * CAP/GAP refers to Child/Adolescent Psychiatric Residency/General Psychiatric Residency
|Requests over 25 miles in an urban area, over 50 miles in a rural area, over 100 miles and/or negotiated rate requests||Provide Transdev with the name and phone number of the referring physician|
|Lap Band Surgery||Varies|
|Home Peritoneal Dialysis||Varies|
|Long Term Care (LTC) admits, discharges, or transfers||Varies|
|Any request where
“Why isn’t my documentation showing up yet?”
Documents may take 2 business days to be received and entered into our system (plus any applicable processing time).
As an example, if a document was faxed on Monday, it may take until the end of
The Screening Assessment and Support Services Program (SASS) is an extensive outpatient program providing behavioral health services to children at risk of psychiatric hospitalization. Any child or youth in a mental health crisis may receive SASS services. A qualified Illinois resident may be approved for Non-Emergency Transportation to a SASS service even if they are not a Medicaid Participant.
SASS Providers perform the screenings and authorize the SASS services. They may provide the service or refer the child to another Provider enrolled with the Agency. SASS providers are responsible for providing coverage to a specific geographic area, referred to as a Local Area Network (LAN). Medical Providers should provide Transdev with their LAN.
D.4 Billing Codes
The below codes are used by the NET Provider to bill HFS. When submitting a request through PassPORT, users can select most, if not all, of these codes.
Origin and Destination Codes
R – RESIDENCE
- The Participant’s residence or home
A longterm care or shelter care facility
- The residence of the parent, sibling or child that the Participant will be staying with while ill. For example, dialysis or chemotherapy patients may return to a relative’s home because they know they will be too weak to return to their own home
- Schools, jobs, or any facility that is not a medical facility
D – MEDICAL SERVICE
- General medical appointments at a clinic with no specific doctor
- Appointments for medical tests, x-rays, or lab work not performed at a hospital
- Dialysis, chemotherapy, physical therapy, radiation, or BHS which does not take place at a hospital and no specific physician is seen
P – PHYSICIAN
- Appointments with a specific doctor at his or her office, whether that office is in a clinic, hospital or private practice
H – HOSPITAL
- Inpatient treatments
- Outpatient treatments
- Lab work, i.e., x-rays, MRI, CAT scans at a hospital
- Dialysis, chemotherapy, physical therapy, radiation, or BHS taking place at a hospital
Transdev cannot book a trip with “R” to “R” codes, For LTC Discharges, Transfers, or Admits, use “D” for the facility.
Procedure Codes (P-Codes)
Procedure Codes classify the mileage, attendants, equipment, and categories of service used on trips.
A0090 – Private Auto
A0120 – Service Car
A0100 – Taxi
A0434 – SCT/CCT
A0426 – ALS Ambulance
A0428 – BLS Ambulance
T2003 – Negotiated Rate
A0425 – Only used on Service Cars, Taxis,
T200N (converted to T2001) – Non-Employee Attendant (only used on Service Cars, Taxis, and
T200E (converted to T2001) – Employee Attendant (only used on Service Cars, Taxis, and
A0422 – Oxygen (only used in an Ambulance)
T2005 – Stretcher (only used in a
Multiple Participants traveling to the same location
When multiple Participants are traveling to their appointment together only one mileage P-code is used.
When multiple Participants are going to their appointment together, with a different Mode of Non-Emergency Transportation, or Category of Service (COS), each Participant will have their corresponding COS base rate.
Transdev’s forms are available for download on www.netspap.com. Contact the Transdev Provider line (866-503-9040) for paper forms to be faxed or mailed to your location, if needed, or for details on how to properly complete each form.
What is it used for?
To submit by fax or mail single trip Non-Emergency Transportation requests, other than a hospital discharge by ambulance.
Who can submit it?
Any HIPAA-authorized representative of the Participant.
What is it used for?
To submit by fax or mail all Standing Prior Authorization (SPA) and Standing Prior Authorization Override (SPAO) requests.
Who can submit it?
Any HIPAA-authorized representative of the Participant
Psychiatric Services Treatment Plan (PSTP) Form for CAP/GAP Providers
What is it used for?
Must be submitted with a SPA for recurring Group Therapy (BHS) Non-Emergency Transportation requests.
Who can submit it?
Section two must be completed by the referring physician. Section 3 must be completed by the Direct Service Provider.
Certificate of Transportation Services (CTS)
What is it used for?
To support a higher level of Non-Emergency Transportation service (or COS) or a request for an upgrade, for all Non-Emergency Transportation requests by medical stretcher, and for all Non-Emergency Transportation requests by non-emergency ambulance (other than a hospital discharge).
Who can submit it?
A licensed, medical professional:
- Licensed Practical Nurse (LPN)
- Medical Doctor (MD)
Physician Certification Statement (PCS)
What is it used for?
To request a hospital discharge by ambulance and to confirm medical necessity.
Who can submit it?
- View the list on the bottom of the form
If a designee completes the form, the name and phone number of the physician consulted for the request, must be also be provided.
E.1 What Form Should I Use? A Quick Reference Guide
|Hospital Discharges via Ambulance|
How to Submit the Request to Transdev: The NET Provider must submit the trip request thru PassPORT
The Physician Certification Statement (PCS) is available at www.netspap.com.
|Other transports via Ambulance (other than Hospital Discharge; i.e. admits, round-trips)||How to Submit the Request to Transdev:
|Transports in a ||How to Submit the Request to Transdev:
To request Standing Prior Authorization:
Transdev is required to deny Non-Emergency Transportation requests when they do not meet the criteria for approval. Transdev classifies denials with Denial Reason Codes.
Denial reason codes
|Incomplete PCS Form|
|Missing PCS Form|
|The Participant is not eligible for NET (transportation) services on the date of service. The Participant should contact their local DHS office for questions relating to eligibility.|
|The Participant does not have a medical need that requires NET (transportation) services.|
|The medical service for which NET (transportation) services are requested is not a covered medical service.|
|The Participant has access to available NET (transportation).|
|The NET (transportation) requested is covered under another program.|
|The request for
|The trip did not occur because the NET (transportation) provider failed to show.|
|The request failed the validation check with the scheduled medical provider. The medical appointment was not scheduled or was not kept.|
|The request failed the validation check with the scheduled medical provider. The service is not a covered medical service.|
|The request failed the validation check with the Participant and/or the NET (transportation) provider. The Participant was not transported by the NET (transportation) provider approved by Transdev.|
|The request failed the validation check. Transdev cannot confirm there was a medical appointment due to HIPAA or because Transdev was unable to contact the medical provider.|
|The requested trip is not to the closest appropriate medical provider.|
|The NET (transportation) provider requested is not enrolled for the appropriate level of transportation.|
|The NET (transportation) provider requested is not eligible to provide transportation.|
|The NET (transportation) provider chosen by the Participant and approved by Transdev is not available to provide NET transportation services.|
|A PassPORT data entry error occurred.|
|The Participant, medical provider, or their HIPAA designated representative
|The NET (transportation) provider
|The Participant refuses the appropriate level of NET (transportation).|
|A change to the originally approved NET (transportation) was requested resulting in this trip being denied. If the appointment is still scheduled, the trip may be posted under another Request Tracking Number (RTN).|
|Additional information requested timely by Transdev was not received timely.|
|The trip was not requested
|Transdev data entry error.|
|The trip was approved in error by Transdev.|
|The trip did not occur because the Participant failed to show and the NET (transportation) provider waited for at least 15 minutes.|
|Transdev’s review of documentation and/or information obtained does not support the level of service requested.|
Denial letters are sent to the Participant, the NET Provider, and/or the Dialysis Center for some denied requests. These show the code and explanation for the denial.
- Denial letters are sent for all Denial Codes,
except :H, I, J, K, P, Q, W, and X.
- Participants are allowed to appeal a Transdev denial. They will find details at the bottom of the denial letter.
- NET Providers with access to PassPORT receive NO denial letters but receive notification via PassPORT as indicated on the following page.
- NET Providers with NO access to PassPORT receive denial letters for all Denial Codes.
- Dialysis centers with access to PassPORT receive no denial letters but receive notification via PassPORT as indicated on the following page.
- Dialysis centers with no access to PassPORT receive denial letters for Dialysis Standing Prior Authorizations (SPAs)
A complaint is an oral or written expression of dissatisfaction from a Participant, a Participant’s representative, or a Provider. All complaints received by Transdev are documented and reviewed by management staff and/or members of HFS.
Providers who wish to log a complaint may contact the Transdev Provider line at (866) 503-9040. Please provide the Customer Service Representative with:
- Their name and phone number
- The RIN or RTN of the Participant, if applicable
- The name of the NET Provider, if applicable
- Details about the issue or complaint
Complaints regarding Participants who do not act in good faith when using
Participants are allowed to appeal a denial by Transdev by contacting the corresponding phone number located on the bottom of the denial letter within 60 calendar days of the date of the letter. The Bureau of Administrative Hearings, Fair Hearing Section, may schedule a hearing for the Participant. A Transdev representative will provide testimony regarding the Non-Emergency Transportation denial.
GROUND AMBULANCE APPEALS
Level 1 and Process by Transdev:
Ground Ambulance Service Providers may appeal a denial for an ambulance level transport. To do so, the Ambulance provider must file a written, signed request for appeal within 90 calendar days after the date of service pursuant to 89 Ill. Adm. Code 140.491(j). The ground ambulance provider must submit the appeal request to:
Attention: Ambulance Appeals Section
799 W. Roosevelt Road,
Building 4, Suite 200
Glen Ellyn, IL 60137-5908
Note: Transdev will assign an internal tracking number to the ground ambulance appeal which shall be used to track a timely response.
Pursuant to 89 Ill. Adm. Code 104.205, Transdev performs an informal review of the ground ambulance appeal. The initial step will be to determine if all required information is present, including:
- a copy of the denial
- proof of the date the denial was received to support the
90 daytime filing limit
- a brief statement of the issue on appeal
- documentation supporting the appeal request
Note: Any documentation that was NOT previously submitted to HFS or Transdev prior to the decision rendered in accordance with 89 Ill. Adm. Code 140.491(j) must be designated as not having been previously submitted.
If the appeal did not include all of the required information or the request was not timely, Transdev will issue a letter to the provider, along with the materials submitted, explaining the materials submitted did not meet the required criteria, as well as a checklist of missing forms. Any appeal that was NOT filed timely cannot be resubmitted for review.
If the appeal was timely and included all required information, a Transdev Nurse Manager will conduct an informal review of the request for ground ambulance appeal, including a review of all documentation. Transdev shall, within 60 calendar days of receipt of the appeal, issue the written decision to reverse, modify or affirm the Department’s initial decision. The following action may occur:
a. The ground ambulance service provider may proceed to re-bill HFS after Transdev’s informal review reversed or modified decisions.
b. Vendor/HFS must correct the prior authorization system to allow the ground ambulance claim to pay for reversed or modified decisions.
c. On affirmed decisions: ground ambulance service provider may request a hearing within 10 days of the Transdev informal review notification decision and have a right to a hearing, by filing a written, signed request for a hearing with the Office of General Counsel-Bureau of Administrative Hearing-Vendor Hearings Section and to the Office of Inspector General-Bureau of Administrative Litigation.
Note: any request for a hearing NOT received within the
Second Level by Office of General Counsel – Bureau of Administrative Hearing- Vendor Hearings Section and to the Office of Inspector General-Bureau of Administrative Litigation.
The Bureau of Administrative Hearing’s Fair Hearing Section may schedule a hearing for a Ground Ambulance Service Provider and will forward a Notice of Hearing with the date and time to both Transdev and HFS. A timely filed hearing
request shall be heard by the Bureau of Administrative Hearing.
Note: Documentary evidence submitted for the hearing shall be limited to documents submitted to Transdev’s informal review (level 1 described above) unless good cause is shown otherwise.
If an appeal hearing is conducted, the Transdev Nurse Manager and Call Center Manager may provide sworn testimony. The Bureau of Administrative Hearing will issue a recommended decision and shall submit it to the Director, HFS, and the Respondent (ambulance provider) or his/her counsel and the Department’s counsel. Both may file written exceptions with the Director, HFS within 10 days of receipt of the notification.
Both Respondent and the HFS’s counsel may file a written response to the exceptions with the Director, HFS, within 5 days of receipt of the exceptions.
Director, HFS issues a final written administrative decision. If
Third Level under Administrative Review Law
The final decision is reviewable only by a timely complaint filed under the Administrative Review Law (Ill Rev. Stat. 1989, ch. 1100, par. 3-101 et seq.). The ground ambulance provider would have to file this complaint. The HFS shall abide by any decision made by this review and shall act accordingly.
I. Fraud, Waste
Transdev works to reduce fraud, waste
When Transdev suspects that a NET Provider, Provider, or Participant is engaging in fraudulent, unethical, or illegal business activities, the activity is to be reported to the Office of Inspector General (OIG) through a formalized process.
The mission of the Office of Inspector General (OIG) is to prevent, detect and eliminate fraud, waste, abuse, misconduct
We ask our Providers to contact Transdev at the Provider Line (866) 503-9040 for any activity that could 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
Transdev is contractually required to pre-validate (confirm trips prior to the transport) and post-validate (confirm trips after transport) a percentage of all trips received. Most validations are selected randomly but Transdev will attempt to validate other appointments at the discretion of our staff.
When validating, Transdev attempts to confirm the Participant a) has a scheduled medical appointment (or kept it) and b) that the appointment is for a covered medical service. Upon validation, Transdev requests the name and title of the individual validating the information.
While a Participant is requesting
Transdev shall contact the Medical Provider to verify that the appointment was made, verify that the service used was a Covered Medical Service for the Participant, and verify that the Participant kept the appointment. For those cases that fail the validation, the trip may be denied and a report may be sent to the Office of Inspector General for further review.
Medical Provider refusal to validate due to HIPAA
If the medical provider voices
K. New Programs or Guidelines
Procedures Regarding Hospital Discharges Via Non-Emergency Ambulance
If you received a denial for hospital discharges with dates of service on or after July 1,
- The ambulance provider should enter the single trip request through PassPORT.
- The NET provider must fax the completed PCS Form plus the Run Report to Transdev. For Dates of Service 7/1/13 – 12/31/13 a completed MCA or PCS and Run Report is accepted. However, Dates of Service on or after 1/1/14, a completed PCS and a Run Report will be required for all Hospital Discharges.