Accessing healthcare is crucial for everyone, but transportation can often be a significant barrier, especially for individuals with limited resources or specific needs. If you’re concerned about how to get to your medical appointments, particularly if you are an Arkansas Medicaid recipient, understanding your options is the first step. This guide explains the Non-Emergency Transportation (NET) program in Arkansas, designed to ensure you can reach your doctor and other essential healthcare services.
Who is Eligible for the NET Program?
The Non-Emergency Transportation (NET) Program is designed to provide rides to and from medical appointments for specific individuals. To be eligible for this program in Arkansas, you must meet certain criteria:
- Medicaid Recipient: You must be enrolled in Arkansas Medicaid or ARKids First-A (which is funded under Medicaid Title XIX). It’s important to note that ARKids First-B (CHIP Title XXI funded) does not cover non-emergency transportation services.
- No Other Transportation Options: Before applying for NET, you are expected to explore other transportation options. This means considering whether friends or family members are able to provide a ride. The NET program is intended for those who genuinely have no alternative means of transportation to their medical appointments.
- For Medicaid-Covered Services: NET program services are strictly for transportation to and from appointments that are covered by Medicaid.
It’s also important to know who is not eligible for NET services:
- Nursing Home Residents: Individuals residing in nursing homes are not eligible for NET.
- ICF/IID Residents: Residents of Intermediate Care Facilities for Individuals with Intellectual Disabilities (ICF/IID) are not eligible.
- Qualified Medicare Beneficiaries (QMB): Those who are qualified Medicare beneficiaries are not eligible for NET.
- ARKids First-B recipients: As mentioned earlier, individuals using ARKids First-B (CHIP Title XXI funded) are not covered.
If you have questions about your eligibility for the NET program, it’s best to contact the Division of County Operations for clarification.
How to Schedule Your Medical Appointment Transportation
Scheduling a ride through the NET program requires contacting the correct transportation broker for your region. These brokers are companies contracted by Medicaid to provide transportation services.
1. Identify Your NET Broker:
The first step is to determine which NET broker operates in your region. You can find this information by:
- Viewing the NET Broker Map: Refer to the NET Broker map which outlines the regions and their corresponding brokers.
- Calling the NET Helpline: If you are unsure about your broker, you can call the NET Help Line toll-free at 1-888-987-1200 for assistance.
2. Contact Your Broker in Advance:
- 48-Hour Notice: Crucially, you must call your NET broker at least 48 hours (two full days) before your scheduled appointment. Remember that Saturdays, Sundays, and holidays are not counted towards this 48-hour window. For example, if your appointment is on a Monday, you need to call no later than the preceding Thursday.
- Operating Hours: NET brokers typically provide rides between 8 a.m. and 5 p.m., Monday through Friday.
3. Special Consideration for Specific Treatments:
- Chemotherapy, Radiation, and Dialysis: If you require transportation for chemotherapy, radiation therapy, or dialysis, your broker is obligated to accommodate your needs and arrange pick-up as necessary.
What Information to Have Ready When Calling for a Ride
When you call your NET broker to schedule transportation to your medical appointment, ensure you have the following information readily available:
- Medicaid ID: Keep your Medicaid ID card handy as you will need to provide your Medicaid identification number.
- Reason for the Ride: Be prepared to clearly state the reason for needing transportation, specifying that it is for a medical appointment.
- Appointment Details: Provide the date and time of your medical appointment, as well as the address of the medical facility.
- 48-Hour Notice Reminder: Again, emphasize the need to call at least 48 hours prior to your appointment to ensure timely arrangements.
- Be Ready for Pick-Up: When your scheduled ride arrives, be ready to leave promptly. Brokers are only required to wait for a maximum of 15 minutes.
Traveling Outside Your Region:
- Doctor’s Referral: If your medical appointment requires you to travel outside of your designated NET region, you will need a referral from your doctor. Ensure your doctor sends this referral to your NET broker to facilitate the necessary transportation arrangements.
NET Broker Responsibilities to You
NET brokers have specific responsibilities to ensure reliable transportation for eligible individuals:
- Service Hours: Brokers must offer transportation services from Monday through Friday, between 8 a.m. and 5 p.m.
- Priority for Critical Treatments: They are required to provide pick-up as needed for appointments related to chemotherapy, radiation therapy, or dialysis.
- Toll-Free Access: NET brokers must provide a toll-free phone number for easy access to their services.
- Pick-Up Time Confirmation: When you schedule your ride, the broker is responsible for informing you of the scheduled pick-up time.
- Punctuality and Communication: Brokers are expected to arrive on time for your scheduled pick-up. If there is an unavoidable delay, they are obligated to notify both you and your doctor’s office about the expected delay.
What if You Have an Urgent Medical Situation?
In situations where your doctor determines that you require immediate medical attention, the standard 48-hour notice for transportation is waived:
- Doctor’s Urgent Call: Your doctor needs to contact the transportation broker directly and inform them that it is an “urgent medical situation.”
- Expedited Pick-Up: Upon receiving this urgent notification from your doctor, the broker should arrange for your pick-up as quickly as possible, without requiring the usual 48-hour advance notice.
Regular and Recurring Appointments
For individuals who have regular, ongoing medical appointments, such as weekly therapy or treatments, there may be options for simplified scheduling:
- Regular Schedule Arrangements: Contact your NET broker and inquire if they can establish a recurring transportation schedule for your regular appointments.
- Broker Discretion: Whether or not a broker can set up a regular schedule is at their discretion, but it’s worth asking if you have consistent transportation needs.
- Appointment Changes: If you need to change or cancel a regularly scheduled appointment, it’s crucial to notify your broker in advance of your usual appointment time.
Handling Multiple Appointments in One Day
If you have multiple medical appointments scheduled on the same day, the NET program can still assist you:
- Transportation Between Appointments: Your NET broker is responsible for providing transportation to all of your scheduled appointments on the same day.
- 48-Hour Notice Still Applies: Remember to provide the standard 48-hour notice when scheduling transportation for days with multiple appointments.
Changes or Cancellations to Your Appointment
Life happens, and sometimes appointments need to be changed or canceled. If this occurs:
- 48-Hour Notice for Changes: If you need to reschedule or cancel your medical appointment, inform your NET broker at least 48 hours before your originally scheduled appointment time. This allows them to adjust their schedule accordingly.
What to Do If Your Ride Doesn’t Arrive
Despite best efforts, sometimes scheduled transportation may not arrive as expected. If your NET ride fails to show up:
- Contact Your Broker Immediately: Your first step is to call your transportation broker directly to report the issue.
- Call the NET Helpline: If you are unable to reach your broker or need further assistance, contact the NET Helpline at 1-888-987-1200. Have your Medicaid or ARKids First ID number ready when you call.
- Inform Your Healthcare Provider: It’s also important to contact your doctor’s office or healthcare provider to inform them of the transportation issue and potential delay in arriving for your appointment.
Contact Information for NET Brokers
For your convenience, here are contact links for some of the NET brokers in Arkansas:
- Verida (Formerly Southeastrans): ARKANSAS PROVIDERS | Verida
- Central Arkansas Development Council (CADC): Transportation | CADC
- Area Agency on Aging of Southeast Arkansas: Non Emergency Transportation | Arkansas Area Agencies on Aging (aaasea.org)
You can also find a Regional Map of NET Brokers for visual guidance.
Need Further Assistance?
If you have additional questions or encounter problems with the NET program, remember the NET Helpline is a valuable resource:
- NET Helpline: 1-888-987-1200
While the Helpline staff cannot directly arrange transportation for you, they can provide guidance and help resolve any issues you may experience with the Non-Emergency Transportation program.
By understanding your eligibility, knowing how to schedule rides, and being aware of your rights and resources, you can effectively utilize the NET program to ensure you have reliable transportation to your medical appointments and receive the healthcare you need.
