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December 9, 2015
Dear Participating Provider,
Over the past 6 months we have been paying special attention to your feedback and requests associated with our operational workflows. One thing that has been brought to our attention is the bottleneck and communication gaps that are created when members are forced to call National MedTrans Network to request their return trip. As a result, effective immediately, we are removing this requirement for all payers EXCEPT for Centerlight Select and Centerlight PACE.
Please note that our QA team will be increasing the number of follow up calls to members to gauge their experience with our network providers on a variety of levels. One that is very important to us is the member's experience interacting with our network of providers. It is our expectation that the communication with our mutual members will be done in a professional and courteous manner.
Please make sure your drivers are aware of this change and that they are supplying the proper phone number in order for the member to initiate their return trip. Ideally, a leave behind card would serve best to educate the members on this new process. NMN will continue to work as the members' advocate for great service in those cases when the timeliness of the response to the ready call is not within guidelines (within 60 minutes).
Thank you for your cooperation and assistance in implementing the change.
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