Modivcare Customer Service — Expert Guide for Members, Providers, and Partners

Overview and context

Modivcare is a national provider of non-emergency medical transportation (NEMT), care coordination and in-home support services that serve Medicaid, Medicare Advantage and commercial populations. Customer service for Modivcare must balance clinical safety, regulatory compliance (HIPAA, ADA, state Medicaid rules) and tight operational constraints such as appointment windows and ride-matching logistics. Understanding how their customer service operates — what information to supply, how escalations work, and what performance to reasonably expect — reduces delays and improves outcomes for members and providers.

This guide explains practical, precise steps for members, caregivers and providers who need to contact or escalate with Modivcare, summarizes the typical metrics and timelines that govern responses, and lists the exact documentation and data points to have ready. It also describes quality-assurance elements and remedies available when service falls short.

How to contact Modivcare customer service

Primary access is digital: start at the corporate website (https://www.modivcare.com) and use the “Contact” or “Member Support” links specific to your state plan. Many states operate Modivcare under contract with managed care plans, so carrier portals or Medicaid customer service pages often contain the fastest direct phone numbers and secure messaging tools. For privacy-protected exchanges (PHI), always use secure portals or the phone number on your member ID card rather than unsecured email.

When you call, expect to provide: member name, date of birth, member ID number, appointment date/time and location, pick-up address, mobility device requirements and a callback number. If you do not get an immediate resolution, request a reference number and the agent’s name. Typical internal commitments in the industry are to provide an initial response within 24–72 hours for non-urgent issues; urgent medical transport disruptions are usually triaged immediately and escalated to on-call supervisors.

Phone vs. online vs. in-person

Use the phone for immediate service failures (no-show driver, safety concerns, missed appointments). Use the online portal or secure message when attaching documents (doctor notes, prior authorization letters, invoices) because portals preserve timestamps and attachments. If you prefer paper, send a registered letter to the plan or contractor listed on your member materials; keep copies and tracking numbers.

Document every interaction: date/time, agent name, what was promised (pick-up window, callback time), and reference number. If you are a provider charging for missed-visit fees, the same documentation is required by most payers to process disputes or reimbursements.

Common issues and practical resolutions

Frequent problems include late/no-show pickups, incorrect vehicle type (e.g., no lift for wheelchair), billing disputes and authorization mismatches. The immediate fix for a missed pickup is to call Member Support and request an alternate vendor or a high-priority dispatch; ask for an incident number and whether the transport qualifies for a same-day reimbursement or taxi alternative. If a vehicle arrives but lacks appropriate securement/straps, document with photos and refuse transport if unsafe — then report to customer service and to the state’s oversight body if needed.

Billing and claims issues often require submission of an itemized invoice, the member’s appointment verification, and an agent reference number. Expect initial billing reviews to take 7–14 business days; formal dispute resolution often follows a 15–30 day cycle depending on state Medicaid rules and commercial contract terms. If your reimbursement claim is time-sensitive, include proof of submission and certified mail receipts when escalating.

• Documents and data to have ready when you contact customer service: member ID, appointment confirmation (date/time/provider), pickup/drop-off addresses, phone numbers, mobility-device type (manual wheelchair, power chair, stretcher), any prior authorization or referral numbers, photos of damage or unsafe conditions, and invoices/receipts for reimbursement claims.
• For providers: include HCPCS/CPT codes used for billing, date/time of scheduled pickup, arrival/departure timestamps, driver name/employee ID when available, and proof of attempted communication (logs, call recordings if available).

Escalation, grievances and regulatory appeals

If initial customer-service contact does not resolve the issue, request escalation to a supervisor and get the supervisor’s name and escalation reference number. Most contractors maintain an internal grievance process: file a written grievance via portal or mail, attaching supporting documents. Industry practice aims to resolve most grievances internally within 30 days; more complex escalations or state appeals can take 45–90 days depending on statutory timelines.

If you believe services violated rights under the ADA, were unsafe, or involve potential fraud, report simultaneously to your managed care plan and to the state Medicaid fraud/abuse hotline. Keep copies of every submission and ask for confirmation of receipt. For persistent denials of medically necessary transport, coordinate with the prescribing provider to submit clinical justification directly to the plan’s medical director as part of an appeal.

Quality assurance, metrics and what to expect

Customer-service performance for NEMT is measured on operational and experience KPIs. Typical benchmark ranges (industry standard) are: average speed to answer 20–60 seconds, average handle time 6–12 minutes, first-call resolution 70–85%, customer satisfaction (CSAT) 80–90%, and on-time pickup rate targets of 90% or higher. These targets vary by state contract and by whether the population is Medicaid, Medicare Advantage, or commercial.

Modivcare and similar vendors use routine audits, ride monitoring, and post-trip surveys to track these KPIs and to identify drivers/vendors for remedial training or contract termination. If you receive a survey after a trip, complete it — those responses directly influence vendor corrective actions and can speed remediation for repeat problems.

Practical tips to get fast, correct service

1) Always call from a quiet location and have the member’s ID and appointment card visible. Ask for and record the agent’s name and reference number. 2) For urgent safety issues, state that the trip is “time-sensitive — clinical appointment” and request escalation immediately. 3) Use the secure portal for attachments and keep hard copies of everything. If you are a provider disputing a fee, submit HCFA/UB forms as required and include a chronology of events to speed adjudication.

For more information, start at the official site (https://www.modivcare.com) and locate the state-specific contact and member resources. That single step usually provides the exact phone number, secure portal link, and complaint form that applies to your plan contract and local operations.

How do I schedule a ride with ModivCare NJ?

How to Use Your Transportation Benefit:

1. Make an appointment for a ride: 1-866-527-9933.
2. Book your trip online: https://tripcare.modivcare.com/login.
3. Healthcare Facility Line: 1-866-527-9945 (for standing orders and hospital discharges)
4. “Where’s my Ride?”
5. To file a formal complaint: 1-866-333-1735.

Does Medicare cover transportation?

Original Medicare (Parts A & B) will cover transportation only in certain situations, but generally it doesn’t cover expenses when it’s a routine trip from home to your doctor. Part A may cover emergency transportation services, and Part B may cover transportation if it’s deemed medically necessary.

How do I contact motive Customer Service?

If you have any questions about the Motive ELD, give us a call at +1 855-434-3564 or send us an email at [email protected]. Our 24/7 customer support team is always available to help you.

Is ModivCare Medicaid?

Modivcare for Medicaid Plans & State Agencies
Alongside our Medicaid partners, we work in service of underserved, minority and low-income communities throughout the U.S. to enable access for those at greatest risk of experiencing complications and adverse impacts tied to the social determinants of health.

What is the phone number for ModivCare MS?

1-866-331-6004
If you are aware of a problem with a patient’s ride or any other component of service, please call us at 1-866-331-6004 and we will help you.

What is Motive Care’s phone number?

Phone: 1-855-434-3564 – The phone number is always listed at the bottom of the Contact Us form page on the Help Center if you need to find it again.