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Get to Know your SUP

Contact Info

A2C to MTM protocol Identifier

Acuity

AHDC approved walkin

Attendance policy / Points

Dispatch  Email region 1

Call Center / Dispatch Process Flowchart
Important!
3. Helpful Hints
Call Center / Dispatch Process Flowchart
Transportation Provider Assignments
Same Day/Short Notice Provider Assignments
Trips Less Than Two Hours from Appointment Time:
CSR should try to secure Rideshare if the member is Lyft eligible and in a Lyftable service area.
If the member is not Rideshare eligible, warm transfer to the ORC.
Same Day, Short Notice, or Life Sustaining Trips:
CSR should try to secure Rideshare if the member is Lyft eligible and in a Lyftable service area. If trip can be secured with Lyft, no email to dispatch is necessary.
Enter and submit the trip as usual if it is a new trip and send email to the appropriate dispatch region with the information provided in the email template below.
If existing trip and a provider assignment is required, email the appropriate dispatch region and notify the member dispatch is working to find a provider and will contact the member once a provider is assigned.
Futu

Dispatch process flowchart

Facility Discharge Vs Hospital Discharge
Facility Discharges
MUST follow Days' Notice
SNF/some mental health facilities
NOT all HPs Allow
Up to 35miles one-way (Lyft/Uber)
Hospital Discharges
Exception to the Days' Notice
Allowed by ALL HPs 
Some HPs DON'T allow Lyft/Uber 
Up to 75miles one-way (Lyft/Uber)
**Please always check protocols**
 

Facility discharge Vs Hopsital discharge

FWA Form

Gas Mileage Reimbursement

**MRB complaints for all other states and providers (internal only): claimsinfo@mtm-inc.net We do NOT give this information out to members

Template for inquiries:
Claims Inquiry Email:
Member:
Member ID:
Driver Name:
Appointment Date/Time:
Trip #
Mailing Address:
Contact #:

GMR complaints

MTM Link and Reveal Plans Only
 
Effective immediately: The GMR Help Desk is now live for all plans in Reveal and MTM LINK. The hours are now 7 am-7 pm CST, Monday through Friday.
 
IMPORTANT: Extension 239 is now closed. CC agents should cold transfer GMR Help Desk Inquiries to 115.
 
Reminder: Before transferring your inquiry to the GMR Help Desk, please check annotations in the member’s file that may answer GMR related questions and eliminate the need to transfer to the GMR Help Desk.
 
A few details about the GMR Help Desk:
 
Hours of Operation have been updated: 7:00 am-7:00 pm (CST) Monday through Friday
•	For inquiries after this time please email the GMR Help Desk (E-mail Address:  GMR Helpdesk or gmrhelpdesk@mtm-inc.net) with the following information:
	Name of Caller
	ID of member
	Trip ID
	Call Back phone number
	Brief explanation of inquiry
•	Cold transfer GMR Help Desk Inquiries to 115
 
CCRs should assist callers with everything listed below and only transfer to the 

GMR LINK/Reveal 

Greeting/Ending for QA

GVA Stretcher / BLS / ALS Call Intake Steps
Important!
***Effective Monday, March 17, 2025***
3. Helpful Hints
 
Check Protocols
Verify that GVA, BLS, or ALS stretcher service is a plan-approved level of service.
Build the Trip
Enter trip information as you would for a regular trip request.
Be sure to check any special needs and equipment the member requires under the appropriate tabs. (Oxygen, IV, Cardiac Monitor, etc.)
Important: Ensure "stretcher" is checked for all stretcher van, BLS, or ALS requests.
Add trip remarks with additional pertinent member information, including:
Height and weight.
If a Bariatric stretcher is required.
Process and Accept
Select and accept the appropriate level of service.
Trip MUST be placed in "parked" status before exiting to allow dispatch to find a suitable transportation provider.
To set a trip in a parked status, you will need to process and accept the level of service and place in parked status and select assign from the verification page as shown

GVA Stretcher/ BLS/ALS call intake steps

How to do a Deep Search!
Step1 – Start by Selecting “New Call” or “New Trip
  
Step 2:  Select the member’s health plan from “Call Source”
 
Step 3: Click on “OK”
 
Step 4 – Put in the member’s DOB ONLY Select “Search Member”
 
The member should then pop up under the DOB.
 
https://amr-svwzg.formstack.com/forms/howdeepdivetofindmemberaccount
 

 

How to do a Deep Search

Important email burst

ITP/GMR Claims info

Kahoot!

Lyft address tool

Lyft lost item/ dispute

Lyft Tool Down? Here's The Work Around
If your Lyft tool is down you can find driver info in the A2C system in the Edit Log in Provider External Exchanges tab. 
Click on the Edit Log located at the bottom left-hand corner of the trip OUTSIDE of the trip
Click on External Provider Exchanges
Highlight the leg of the trip that you need driver information for
Copy and paste using CTRL + C for copy and CTRL + V for paste
Paste the information into a blank Word document
Use CTRL + F to type in "Make" or "Model" or "Plate" in the search tool in Word to get the vehicle info.
 
 

Lyft Tool down? heres the work around

Medicaid vs Medicare
To determine the difference between Medicaid and Medicare for Anthem VA members, the Medicaid MID number will not have any letters in it. 


Medicaid vs Medicare 

Member Travel Team Update 
Now Available 24 Hours a Day/7 Days a Week

There is now a phone number for escalated real-time travel issues, 888-421-2061.

Please feel free to cold transfer a member who is experiencing real-time lodging, flight, and/or meals issues.

Contact Center agents should NOT transfer to Member Travel when the call is regarding for the following:
•	GMR (Gas Mileage Reimbursement) not associated with an ancillary trip 
•	GMR or Meal Trip logs | Payments or Processing
•	Ground Transportation not associated with an ancillary trip 
•	Where’s My Ride
•	MyWallet


Missing Payment Inquiry (GMR) all other states 

**Missing Payment Inquiry for Texas MRB and complaints (internal only): R3ITP@mtm-inc.net We do NOT give this information out to members
Template for inquiries:
Claims Inquiry Email:
Member:
Member ID:
Driver Name:
Appointment Date/Time:
Trip #
Mailing Address:
Contact #:

Missing Payment Inquiry for Texas GMR

MRB/ Claims cheat sheet

MTM Forms

MTM Terminology 

Offensive Language Script:


“I would like to assist you. Please do not use language that is offensive or I will have to disconnect the call.”

If the member continues to use abusive language, member is given a warning. 

“In order to assist you, I must ask you please not to speak to me that way.”

If the member continues, “I am sorry, but I have asked you to stop using offensive language. I am now disconnecting this call.”


Offensive Language Script

ORC/Dispatch email/template

Override Template

Paralift Guide

Percipio

Phone Directory

Protocols

Please review the following instructions regarding requesting PTO. PTO requests that do not include all of the information listed below are subject to denial.

• PTO is approved on first come first served basis. There is a limited budget per day. The earlier a request is submitted the more likely approval can occur.

• Please include the following information when requesting PTO:
o Region/Team Name/Manager Name
o Supervisor
o Shift
o Time zone
o If request is for a partial-day, be sure to include which hours are being requested, E.G. 2:00-5:00 pm CST.

• The cut off for next day PTO is generally 2pm. If there is an emergency after 2pm for next day, please escalate request to supervisor.

PTO also needs to be requested in whole hour increments, We will not approve .5 hr increments.

PTO template

QA tips

Quick CASE

Quick Case check list

How to Redispatch a Lyft R (Return) Leg
Re-dispatching Lyft:
 
*go to the third page (Verification Page)
*click update stops
*select the leg of the trip that is in parking account
*then click transport override
*check the box to show all providers and look for Lyft-API and select Lyft-API hit ok
*then you would save the trip and then search again for the member select the trip and do the schedule next
*Check your Lyft Tool for Driver Details & ETA!

Redispatch a Lyft R (return) leg

Significant Event Notification Form 

Speedtest 

System issues template

If a member is requesting information, all questions should be in the trip remarks. If anything is unclear, please email businfo@mtm-inc.net using the following template.

Subject: Toll Pass Information Request
Member ID:
Member Name:
Date of Service:
Additional Details:


The Public Transit Team will follow up with the member and add any relevant information in the trip remarks.

Toll pass

TX Address power BI

Travel Assessment Request Form

Virginia Toll pass

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