ModivCare customer service hours — complete operational guide

Overview of ModivCare customer service availability

ModivCare operates as a national non-emergency medical transportation (NEMT) and care coordination vendor that delegates local scheduling and call-center support to regionally managed teams. Because ModivCare contracts with state Medicaid programs, managed care organizations (MCOs), hospitals and health systems, the published customer service hours you will encounter vary by state, plan, and contract; there is no single nationwide schedule that applies to every member. In practice, you should expect regional call centers to offer standard reservation windows plus dedicated after-hours processes for urgent needs.

Practically speaking, many ModivCare reservation lines adhere to business-hour windows for routine scheduling and expand to extended or 24/7 coverage for urgent, same-day, or emergent coordination. The single most reliable place to confirm exact hours is your member ID card or the member portal maintained by your plan; ModivCare’s corporate site (https://www.modivcare.com) provides links and portals, but the local MCO phone number printed on your insurance card is the authoritative point for hours that apply to you.

Standard reservation hours and routine service windows

For routine (non-urgent) NEMT trips, reservation lines commonly operate Monday–Friday with typical call hours ranging from approximately 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 8:00 p.m. local time. Many programs request advance notice for scheduling—most often 48–72 hours—to secure a ride and optimize route planning. When providers require multiple stops, specialized equipment (e.g., stretcher or bariatric transport), or wheelchair-accessible vehicles, the lead time requirement can increase because of availability and resource matching.

Pickup and drop-off time windows are standardized in many contracts: a scheduled appointment may include a pickup window ±15–30 minutes and an expected ride-time tolerance depending on distance. Cancellation and modification cutoffs for routine trips are also commonly enforced; a typical policy is to require at least two hours’ notice to cancel without penalty, although the exact “no-show” fee or sanction varies by plan and state contract.

After-hours, urgent requests, and emergency protocols

Many ModivCare-managed programs maintain some form of after-hours coverage. This can range from a limited on-call team (for calls placed outside normal business hours) to full 24/7 dispatch for urgent, same-day medical transport. “Urgent” in transportation terms usually means a request needed the same day for a scheduled medical necessity or an unscheduled follow-up that cannot reasonably be delayed. If a service area supports 24/7 dispatch, you will often reach a live agent or an on-call dispatcher; automated systems may triage calls first during peak periods.

Important safety note: ModivCare coordinates non-emergency medical transport only. If someone is in immediate danger or requires emergency medical care, call 911. For after-hours assistance that is not an emergency but requires immediate coordination (for example, a dialysis patient stranded after a cancelled ride), contact the phone number provided on your member ID card or the after-hours number posted on your plan’s portal—these numbers are configured regionally and will connect you to the appropriate on-call resources.

How to find exact local hours, phone numbers, and web portals

Because hours and contact points are set by region and contract, confirm local details through three authoritative sources: 1) the member ID card issued by your insurer or MCO (it lists the correct phone number for transportation), 2) the state or plan’s member portal (which typically posts ModivCare or broker hours and urgent contact points), and 3) your healthcare provider’s administrative desk (they often have the broker’s direct line for same-day issues). Use https://www.modivcare.com only as an entry point to find the specific portal and regional phone numbers linked to your plan.

When you look up hours, capture the exact language: “regular scheduling hours,” “after-hours on-call,” and “same-day dispatch availability.” Save the confirmation number given at the end of every booking and keep a screenshot or printed copy of confirmations—these contain the pickup window, dispatcher name/ID, and phone number you will need if you must reschedule or file a dispute. If hours or services listed online conflict with what an agent tells you, request the agent’s name, reference number, and a clarification email or printout for your records.

• Steps to verify local ModivCare hours: 1) Check the transportation phone number on the back of your insurance/member ID; 2) Log into your plan’s member portal and search “transportation” or “ModivCare”; 3) Call your provider’s scheduling office and request the broker’s hours and same-day policy; 4) If you still need confirmation, use the “Contact Us” page on https://www.modivcare.com to route your inquiry to the region that services your ZIP code.

Scheduling best practices, cancellations, fees, and documentation

Reserve rides as early as possible—aim for 48–72 hours for routine medical appointments to avoid limited availability or long detours. When you call, provide precise appointment start and end times, any mobility or medical equipment needs (wheelchair, stretcher, oxygen), and whether an attendant will travel with you. Confirm the pickup window and ask how long the expected ride will take; for long-distance returns, confirm pick-up location and contingency plans if your appointment runs late.

Cancellation and no-show policies vary by payer: Medicaid-sponsored NEMT programs frequently have protections that limit member financial liability, but administrative sanctions (warnings, education, or temporary participation restrictions) can apply after repeated no-shows. For commercial or pay-per-ride services arranged by ModivCare, out-of-pocket fees for late cancellations or no-shows can range widely. Always ask the agent to record fee policies during your call and request a written confirmation or receipt to facilitate disputes or appeals. Keep records of confirmation numbers, agent names, and timestamps for 30–90 days in case you need to file a complaint or request a refund.

• What to have ready when you call: your full name, date of birth, 9- to 12-digit member or Medicaid ID, complete home/pickup address (including apartment numbers), destination address (clinic name and suite), appointment date and time, mobility status (ambulatory/wheelchair/stretcher), whether an aide or companion will accompany you, preferred contact number, and any special instructions (service animals, oxygen, bariatric needs).

How do I contact Modivcare VA?

Call the Modivcare reservations line at 866-386-8331 at least seven (7) days before the scheduled medical appointment. This allows for proper delivery of the bus tokens, tickets, swipe cards or passes. Please tell the customer service representative the member will be using public transportation.

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.

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.

What was the old name for Modivcare?

Providence Service Corporation
Overview. Modivcare, previously known as Providence Service Corporation, was established in 1997. It had a payroll of approximately 17,500 as of 2021.

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.

Will Modivcare take you to the grocery store?

No unscheduled stops will be authorized for things such as fast food, grocery shopping or restroom. All stops are based on prescheduled, medical needs only.