Veyo | Connecticut NEMT

Connecticut NEMT

A program to assist HUSKY Health Medicaid members in getting to and from their healthcare appointments

NEMT Town Hall

March 3rd meeting on Non-Emergency Medical Transportation (in-person & remote attendance)

WHAT IS NEMT?

Non-Emergency Medical Transportation (NEMT) is a limited transportation benefit that is provided to eligible Medicaid members in Connecticut who have no other way of getting to their medical, behavioral health or dental appointments.

WHO IS ELIGIBLE FOR NEMT?

NEMT services are only available to HUSKY A, C, D, and limited benefit members who cannot drive themselves, and/or do not have a neighbor, friend, relative, or voluntary organization that can transport them to their appointment.

Veyo has been acquired by MTM. The purchase is pending approval. We expect approval later this summer. Nothing will change for NEMT members, transportation providers, or medical facilities at this time. Your NEMT program will remain the same. This includes contact methods, forms, and how you schedule a ride. Learn how Veyo and MTM plan to improve the NEMT industry together by clicking here.

Who is Veyo?

Veyo is the NEMT contractor selected by the State of Connecticut to arrange transportation for HUSKY Health members.

Scheduling a Ride

Call Veyo at 855-478-7350 to Schedule a Ride

Required Information

Please have the following member information available before calling to schedule:

Facility Name
Address of Appointment
Drop Off Address
If Appointment is Repeating
Level of Transportation Required
Special Accommodations
Companion/Attendant Information

Medicaid ID #
Full Name
Date of Birth
Valid Phone Number
Pickup Address
Appointment Date
Appointment Time

A Guide to NEMT

Frequently Asked Questions

What is NEMT?

Do you have a document that explains how to use NEMT?

Yes. On the “brochures” tab of the website you will find a member information booklet and a healthcare facility information booklet.

Who is eligible for NEMT?

NEMT services are only available to HUSKY A, C, D, and limited benefit members that cannot drive themselves, and/or do not have a neighbor, friend, relative, or voluntary organization that can transport them to their appointment. The member must be attending a Medicaid-covered medical, behavioral health, or dental appointment and have no other way of getting there.

Which types of transportation does Veyo coordinate?

There are multiple kinds of transportation available:

Public Transit. If the member lives close enough to a bus stop and is physically able to ride the bus, a bus pass may be provided.
Mileage Reimbursement. If a family member or friend has a car and is able to drive the member to their appointment, the driver may be eligible to be reimbursed based on the total miles driven.
If the member is not able to ride the bus or get a ride, Veyo will schedule a ride for the member with an appropriate vehicle based on their medical and transportation needs. This may be one of the following options:

Car/Vehicle or Rideshare Vehicle
Wheelchair Van
Another approved form of transportation

A healthcare provider will need to fill out a Medical Necessity Form explaining why the member is unable to take public transportation. This form can be found at ct.ridewithveyo.com/forms.

Where can I find more information about buses or public transportation?

You can find out more information about buses and public transportation at the Department of Transportation’s website at https://portal.ct.gov/DOT/Publictrans/Bureau-of-Public-Transportation/Local-Bus-Service

How can I ensure I receive an appropriate vehicle for my medical needs?

In order to ensure Veyo sends out an appropriate vehicle for your medical needs, please let the contact center agent know that you need a wheelchair or stretcher accessible vehicle when you call to book transportation.

Do members have to go to specific providers / facilities?

Members can go to any provider they choose that is in the network. However, transportation can only be provided to the closest appropriate Medicaid covered service provider within the member’s local community. In some cases, the member may be able to get a ride to a provider who is further away. A Medical Necessity Form may be required to be filled out by their medical, dental, or behavioral healthcare provider in order to schedule a ride.

The Medical Necessity Form can be found at ct.ridewithveyo.com/forms

Veyo does not cover rides to pick up prescriptions or medical equipment that does not need to be fitted.

Will I be sharing a vehicle with other passenger?

You may be sharing a ride with another member who is traveling to and from the same area as you. Shared rides with other Medicaid members are allowed. If there are special health circumstances which prevent you from sharing a ride with other individuals, please tell Veyo when you call to schedule your ride. Your healthcare provider will need to note this on the Medical Necessity Form to communicate to Veyo that you should not be scheduled for a shared ride. This form can be found at https://ct.ridewithveyo.com/forms/.

What if my ride is late or does not show up?

If your ride is late, you can call Veyo at 855-478-7350, prompt #4 to ask for an update on your driver’s estimated time of arrival (ETA).

What happens if there is an emergency weather event?

If there is a snowstorm or bad weather, check with your healthcare provider to make sure their office is open. If you do not feel it is safe to travel, call Veyo’s Call Center 855-478-7350 as soon as possible to cancel your ride.

If your town cancels school for the day or has early dismissal due to weather, children will not be transported to after-school treatment programs if the schools in the town they live in are closed or the schools in the town the program is located in are closed.

Every effort is made to continue to operate transportation services during bad weather, however, delays and cancellations may occur due to unsafe travel conditions. Because safety is Veyo’s top priority, we ask members and drivers to reschedule trips if they do not feel it is safe to be on the road.

How do I file a complaint?

You, your healthcare provider, or caregiver can make a complaint through Veyo’s website at ct.ridewithveyo.com/contact or by phone at 877-558-2437. A complaint can be about many different things like an extremely late pick-up, the condition of the vehicle you rode in, the behavior of another passenger, or the courtesy of Veyo’s Call Center agents.

Please have the following information ready to help Veyo’s compliance team in their investigation:

Your first name
Your last name
Your Medicaid ID #
The date of your trip
A description of the problem
Any additional information that can help us investigate the issue

After submitting a complaint, you will receive a call or written response within one to three business days depending on the type of complaint. You must also ask for a call back if you would like to receive one.

Scheduling a Ride

How do I schedule a ride?

You can request a ride by calling Veyo at 855-478-7350 Monday through Friday between 7:00 AM and 6:00 PM EST.

For bus passes, please call at least 5 business days before your scheduled appointment. Additional time is needed for bus passes to be delivered to you.

If you qualify for mileage reimbursement, a car, or a wheelchair vehicle, please call at least 2 business days before your scheduled appointment.

If you’re a facility looking to schedule a ride for a member, please 855-478-7350 or visit ct.ridewithveyo.com/facilities to book multiple trips at once.

What is the reservation phone number?

The reservation phone line is 855-478-7350.

Can I schedule more than one trip at a time?

Yes, Veyo can schedule repeating trips, eliminating the need to schedule each trip individually. Veyo defines a repeating trip as a trip to and from the same location, at the same time, 1 or more times per week. Repeating trips can be scheduled up to 3 months at a time. To schedule a repeating trip, please call 855-478-7350 at least 2 days before the first scheduled appointment.

How far in advance can I schedule my ride?

Transportation for routine appointments can be scheduled up to 30 days in advance.
Repeating trips can be scheduled up to 180 days in advance.
If the trip request is received with less than 2 business days notice, and the appointment is not urgent, you may need to reschedule your appointment.

When scheduling your trip, please keep in mind that the driver may drop you off at the healthcare facility right at your scheduled appointment time. If it is a large facility or you need to arrive before the appointment time, please make sure to factor this in when scheduling the trip.

Can other people request transportation for a member?

Yes. A relative, a caregiver, or a healthcare provider may call and schedule transportation on a member’s behalf.

What information will I need when I call to schedule a ride?

When you call Veyo to schedule transportation, please be sure to have the following information available:

Medicaid ID #
First and Last Name
Date of Birth
Phone Number where you can be reached
Pick-Up Address, Including Apartment Number
Appointment Date
Appointment Time
Provider / Facility Name
Address of Appointment, Including Office or Suite Number
If Appointment Is Repeating
Mode of Transportation Being Requested
Special Accommodations (e.g. oxygen tank, no multi-loading)
Companion or Attendant Information

What if I don’t know the return time for an appointment?

If the return time for an appointment is not known at the time of reservation, Veyo will assign the trip as a “will-call” trip. In this case, please call Veyo at 855-478-7350 when you are ready for your ride home. We will dispatch the trip and the transportation provider will arrive within one hour. If over an hour has gone by, you can call Veyo at 855-478-7350 to find out the driver’s estimated arrival time (ETA).

How do I make changes to or update my reservation?

If you are not able to make your appointment and need to cancel or reschedule your ride, please call the Veyo Contact Center at 855-478-7350 as soon as you become aware that you no longer need a ride. Please cancel your ride even if it is a bus ride or a mileage reimbursement trip.
If your appointment date or time has changed, please remember to call and update the Veyo Contact Center at 855-478-7350 of the change so we can adjust your transportation reservation.

How do I cancel a previously scheduled trip?

To cancel a transportation reservation, please call Veyo at 855-478-7350 before your scheduled pickup time. Cancellations should be communicated to Veyo as soon as they are known. If the transportation being canceled is part of a repeating trip series, please be sure to notify the call center whether the cancellation is for a specific date, or if it is for all upcoming trips in the repeating trip series.

How does Veyo define a “cancelled ride”?

Rides can be cancelled by a member, a caregiver, or a healthcare provider. Additionally, rides may be cancelled due to weather causing unsafe travel conditions or facilities/healthcare providers being closed. A transportation provider may also cancel a trip due to a member no-show or incorrect information. These trips are classified as a “cancelled” ride.

What is the “booking reference number” Veyo gives me after I book a trip?

Booking Reference numbers are codes Veyo assigns to trips. They allow our contact center agents to quickly look up your trip details and help ensure your trip has been scheduled in our system. Booking Reference numbers do not mean the trip has been assigned to a transportation provider or driver. They just mean the trip has been entered into our system.

What if I need to escalate my concerns after speaking to a Veyo Contact Center agent?

We have a team of escalation agents who are willing and able to assist healthcare providers and members during our normal business hours of 7:00 AM to 6:00 PM EST.

Are there any special forms I need to submit before I schedule a ride with Veyo?

Yes, depending on your personal situation, different forms may need to be completed before booking transportation with Veyo. Here are some of the most common examples:

If you are unable to travel by public transportation, a Medical Necessity Form must be completed by your healthcare provider indicating the most medically appropriate mode(s) of transportation for you.

If you live in an urban area and need to travel 10 or more miles to an appointment, or, if you live in a rural area and need to travel 20 miles or more to an appointment, a Medical Necessity Form must be completed by your healthcare provider to verify that—for medical reasons—you need to travel beyond HUSKY Health’s approved distance from your home address.

A parent, legal guardian, or caregiver is required to travel with any child under 16 years of age. Parents must fill out, sign, and return the Minor Consent to Travel Form to Veyo before any child between 12-15 years old will be able to ride alone. Any child who behaves inappropriately while riding alone will need to be accompanied by an adult for all future rides.

If you need a medically required attendant, escort, aide, assistant, or companion to ride with you, your healthcare provider will need to fill out and submit a Medical Necessity Form before your trip. Once your healthcare provider has verified that the person (for example: your sibling or your parent for family counseling) is needed at your appointment, the person may ride with you.
- Your newborn or nursing infant (up to 6 months old) may ride with you, as long as you provide an appropriate car seat for the child.
- If a person does not meet the criteria above, they will not be able to ride with you to or from your appointment.

If you have a friend or family member who is willing to use their own vehicle to bring you to and from your appointments, have them register as your driver at ridewithveyo.com/driver-registration-form.
- After they have driven you to your appointment, have them submit a mileage reimbursement form at ridewithveyo.com/mileage-reimbursement-form/to request reimbursement for the trip.

Each form can be downloaded at ct.ridewithveyo.com/forms or requested over the phone by calling the Veyo Contact Center at 855-478-7350.

You can find out your form(s) approval status by calling 855-478-7350. All forms must be signed by a licensed treatment professional (example: MD, LCSW, LMFT, APRN, RN). Signatures from Certified Nursing Assistants, Patient Techs, Receptionists, Medical Assistants, etc. are not acceptable. Please make sure you call the Veyo Contact Center if any information (such as your address, phone number, etc.) changes.

What if I have an urgent need or need to call for a return pickup outside of Veyo’s Contact Center hours?

You can request an urgent needs trip or after hour discharge ride by calling Veyo at 855-478-7350. This after hours service is available 24 hours, 7 days a week, including weekends and holidays. Please note: it may take up to 3 hours to arrange a ride for hospital discharge or urgent needs.

“Urgent need” means you have an injury or illness that needs treatment in the next 48 hours or your health will get worse. If you have an emergency, please call 911.

Special Requests

What if I am unable to travel by public transportation?

If you are unable to travel by public transportation, a Medical Necessity Form must be completed by your healthcare provider indicating the most medically appropriate mode(s) of transportation for you.

This form can be found at ct.ridewithveyo.com/forms.

What if my appointment is outside of my local community?

A Medical Necessity Form must be completed by your healthcare provider to verify that, for medical reasons, you need to travel to an appointment outside of your local community.

This form can be found at ct.ridewithveyo.com/forms.

Can a minor travel on their own to their appointment?

A parent, legal guardian, or caregiver is required to travel with any child under 16 years of age. Parents must fill out, sign, and return the Minor Consent to Travel Form to Veyo before any child between 12-15 years old will be able to ride alone. Any child who behaves inappropriately while riding alone will need to be accompanied by an adult for all future rides.

This form can be found at ct.ridewithveyo.com/forms.

Can someone else travel with me to my appointment?

Before someone can travel with you to your appointment, you must have your healthcare provider complete a Medical Necessity Form to communicate to Veyo that you need to travel with a companion or attendant due to a physical, mental, or intellectual medical condition that prevents you from traveling alone.

This form can be found at ct.ridewithveyo.com/forms.

What is mileage reimbursement?

Friends or family of HUSKY Health members who drive the member to a Medicaid-covered behavioral health, medical, or dental appointments may be eligible for mileage reimbursement.

To be reimbursed for a trip, transportation for the member needs to be scheduled at least 2 business days before the member’s appointment to ensure eligibility. The HUSKY Health transportation booking phone number is 855-478-7350.
The driver must be registered with HUSKY Health / Veyo. To register as a driver, please submit the Driver Registration Form before requesting reimbursement here. If you do not have access to the internet, please call 855-478-7350 and a Veyo agent will mail the form to you.
Each date of service must have a physician or clinician signature in order for reimbursement to be approved. Each trip will be confirmed with the physician’s office before payments will be made.
Each Mileage Reimbursement Form can be used for up to five (5) medical appointments of mileage reimbursement from the member’s home address to a single medical facility location. This form can be found here.
The Mileage Reimbursement Form needs to be filled out and returned to Veyo within 30 days of the first medical appointment listed. Completed forms can be emailed to ctmileage@veyo.com, faxed to 860-218-2948 or mailed to Veyo, Attn: Mileage Reimbursement, PO Box 1070, Windsor, CT 06095.
The mileage reimbursement rate for Connecticut members is $0.54 cents per loaded mile.
Approved trips will be paid out within 4-6 weeks for electronic and physical payments via check. Physical checks are mailed out on the last day of each month.

How can I find out if a form I submitted was approved?

You can find out your form(s) approval status by calling 855-478-7350. All forms must be signed by a licensed treatment professional (example: MD, LCSW, LMFT, APRN, RN). Signatures from Certified Nursing Assistants, Patient Techs, Receptionists, Medical Assistants, etc. are not acceptable. Please make sure you call the Veyo Call Center if any information (such as your address, phone number, etc.) changes.

Can I bring my service animal?

In accordance with local and federal laws in your area, service animals are permitted to accompany members at all times. Please help drivers keep vehicles clean for all riders by bringing a crate or blanket to reduce the risk of damage or mess.

Will Veyo reimburse out-of-pocket expenses?

Please note: We are only accepting reimbursement requests for the first three (3) weeks of January.

If you are a member that has paid out of pocket after missing transportation, please follow the steps below.

To submit a request, please email ctqa@veyo.com with the following information:

Trip Date
Member Name
Medicaid ID
Amount Requested
Receipt

All reimbursement requests will be reviewed and investigated on a case-by-case basis, and findings will be communicated in 30-60 days. No payment is guaranteed. Decisions are final and will not be open to appeal.

What if I need non-emergency ambulance transportation?

In-state, non-emergency medical ambulance transportation is not arranged by Veyo. If you need in-state (within Connecticut) non-emergency medical ambulance transportation, please call your healthcare provider. The healthcare provider or facility can work directly with the ambulance company. You can also contact your local ambulance provider to schedule transportation directly.

For out-of-state (any place outside of Connecticut), non-emergency ambulance transportation, please contact Veyo at 1-855-478-7350.

Connecticut NEMT

NEMT Town Hall

Who is Veyo?

Scheduling a Ride

Required Information

A Guide to NEMT

Frequently Asked Questions

Scheduling a Ride

Special Requests

Contact Us