Slide 1: One Care Implementation Council
United Healthcare
December 10, 2024
Slide 2: Agenda
•	Vendor - Modivcare
•	Transportation Benefit
•	Assessing Transportation Needs
•	Member Experience
Slide 3: Transportation Vendor - Modivcare
Note: this slide includes a graphic image of a stethoscope with a destination icon where the metal diaphragm piece would normally be and a Sports Utility Vehicle (SUV) moving along the tubing heading towards the destination icon.
Ride easier with Modivcare
Your routine transportation benefit includes: 
Curb-to-curb service including wheelchair-accessible vans on request
You and one companion, 18 or older, can ride along with you.

•	Members can book a trip by phone or online or through the Modivcare application
•	Modivcare offers a Ride Assist Helpline for members to escalate any issues or request specific assistance
•	Care Coordinators support with setting up rides and troubleshooting issues as they arise
Note: the following footnote is shown on this slide “© 2024 United HealthCare Services, Inc. All Rights Reserved.”
Slide 4: Transportation Benefit
Authorization is not required for:
•	Unlimited Non-Emergency Medical Transportation 
•	Eight one-way Non-Medical Transportation trips per month
Medical
•	Trips to Pharmacy
•	Recurring Dialysis
•	Recovery Support Groups
•	Recovery Learning Centers
•	Independent Living Centers
•	Medication Assisted Treatment 
•	Wheelchair repair

Non-Medical 
•	Grocery Store 
•	Community events and religious activities
•	Visiting with Family
•	Gym 
•	Banking/Financial
Slide 5: Assessing the need
During our comprehensive assessment, Care Coordinators support members in identifying transportation needs
Care Planning Process
The Care Coordinator supports the member in developing goals to address transportation barriers
Confirming the Ride
Members can call, go online or use a mobile application to schedule, cancel and track rides. Care Coordinators can assist members with setting up rides
Follow up
Care Coordinators provide members with information about how to use Modivcare
Care Coordinators assist with troubleshooting issues the day of the ride as needed

Note: the following footnote is shown on this slide “© 2024 United HealthCare Services, Inc. All Rights Reserved.”
Slide 6: Member Experience
•	What is working well?
o	Mobile application
o	Care Coordinator supporting members with scheduling
o	Member exceptions for last minute transportation and trips out of area
•	Frustrations
o	Last minute transportation (2 business day notice requested)
o	Limited number of drivers in remote areas 
•	Best Practices
o	No authorization required
o	Scheduling recurring transportation all at once
o	Coordinating the same vendor for recurring trips
Slide 7: Thank you