New service will coordinate non-emergency transportation for fee-for-service members

For many Indiana Medicaid members, finding a ride to and from the doctor’s office or other medical provider is getting easier starting in June of 2018. A company called Southeastrans will manage all non-emergency transportation Traditional Medicaid members (you may also see this called "fee-for-service" Medicaid). This includes any member who is NOT in a managed care program such as Hoosier Healthwise, Hoosier Care Connect or the Healthy Indiana Plan. Letters are being mailed to these members and their authorized representatives in May 2018.

What this means for members:

For Traditional Medicaid members, with one phone call to the Southeastrans Trip Reservation Line at 855-325-7586 your trip will be scheduled for you. This also means that for trips covered by Medicaid on or after June 1, you can no longer call a transportation company or a taxi cab yourself.

Southeastrans will set up all your trips with a transportation provider.

Calls must be made at least two business days before the ride is needed. Please call during regular business hours, Monday – Friday, 8 a.m. – 6 p.m. EDT.

You can also schedule your rides online using Southeastrans portal described below.

Frequently Asked Questions

What does this change mean for me?

For Traditional (or "fee-for-service") Medicaid members, Southeastrans will approve and schedule a ride for any appointment happening on or after June 1, 2018, in order for the trip to be paid for by Medicaid. You will no longer call transportation providers yourself to schedule your rides.

Where do I call?

The Southeastrans Reservation Line, 855-325-7586, is available Monday – Friday from 8 a.m. – 6 p.m.

How far in advance do I need to call?

You will need to call at least two business days before your appointment to schedule a ride.

Can I schedule a trip online?

Yes! Go to the Southeastrans Member Portal at https://member.southeastrans.com to register. It is easy to login to see your scheduled trips and schedule new trips. You can also cancel a trip, or get help from a Southeastrans representative.

What kinds of appointments are eligible?

Southeastrans can schedule rides to any non-emergency medical services that are covered by Medicaid. This includes trips to the dentist, doctor, dialysis and others. Medicaid will pay for 20 one-way trips per 12-month period. More trips may be provided if your doctor requests them and they are approved through Southeastrans. If you have questions you can call the Trip Reservation Line at 800-325-7586.

What do I need when I call to schedule a ride?

You will need:

• Member’s ID, full name and date of birth
• Telephone number where the member can be reached
• Pick-up address, including ZIP code
• Doctor or facility name and address, including ZIP code
• Telephone number of the doctor or facility
• Appointment date and time
• Any special transportation needs you may have (wheelchair, walker, vision-impaired, etc.)

When should I be ready?

When you schedule your ride, you will be given an estimated time to be ready for your pick-up based on how far you must travel to your appointment. If your ride is late picking you up, you should call Southeastrans.

What do I do after the appointment is over?

Call Southeastrans to let them know you are ready to return home. They will contact your transportation provider to arrange for your ride home.

What if I need an urgent trip?

Southeastrans can set up a trip with less than two days’ notice if you have an urgent appointment that could not be scheduled in advance. The urgent need must be verified by your doctor. Call Southeastrans if you need to set up an urgent trip.

What if I need emergency transportation?

Emergency transportation needs are not scheduled through Southeastrans – call 9-1-1.

What if I need a trip to a pharmacy?

If you need to stop at a pharmacy on the way home from your medical appointment, you or your driver can call Southeastrans to add a pharmacy stop. A pharmacy stop on the way home will not count as a separate trip. If you need to schedule a separate trip to a pharmacy, call Southeastrans to set up the trip. A standalone trip to a pharmacy will count toward your 20-trip limit.

To learn more, please visit the Southeastrans website at www.southeastrans.com.