Modivcare 24/7 Customer Service: How to Reach Them, What to Expect, and Best Practices

Overview of Modivcare’s 24/7 support model

Modivcare operates national non-emergency medical transportation (NEMT) and associated social care services that require continuous operational coverage. To meet the needs of Medicaid beneficiaries, managed care organizations, and other payers, Modivcare maintains 24/7 member and dispatch centers that handle reservations, same‑day transports, urgent pickups, and after‑hours escalations. The continuous model is designed to ensure booked trips are confirmed and drivers are dispatched with GPS tracking and live status updates.

From a service design perspective, 24/7 availability means two core capabilities: (1) live call handling for immediate logistic needs and service disruptions, and (2) an archival system to log trips, complaints, and exceptions for later quality review. If you are a member, payer, provider, or third‑party care manager, understanding the scope of Modivcare’s round‑the‑clock operations is critical to resolving time‑sensitive transport and access issues efficiently. For the most current corporate and program contact information, the official site is: https://www.modivcare.com.

How to find the correct 24/7 customer service number

Modivcare contact numbers are program‑ and state‑specific. The single most reliable place to find the 24/7 customer service number for your situation is the back of your health plan or member ID card — most Medicaid and managed care plans list the contracted NEMT vendor phone number directly on the member materials. If you do not have a card handy, the payer’s member website or the Modivcare site has a “Contact Us” area where dedicated phone lines for reservations, providers, and appeals are posted.

When searching online, confirm you are on an official page (modivcare.com or your state/payer site) and check for program identifiers such as “NEMT,” “Logistics,” or the specific plan name. Because Modivcare operates multiple programs and sub‑brands, the correct 24/7 number for wheelchair transports, non‑emergency stretcher service, or dialysis trips may differ. If you cannot find a program‑specific number, use the contact portal on modivcare.com to request the proper line or ask your plan’s member services representative to provide the exact 24/7 dispatch or reservation number.

What to expect when you call a Modivcare 24/7 line

Call routing typically begins with an interactive voice response (IVR) menu that filters calls into the appropriate queue: reservations, same‑day dispatch, billing, provider relations, or grievances. For urgent transport needs, select options that reference “same day,” “urgent,” or “pickup.” When your call is transferred to an agent, be prepared to provide patient name, date of birth, member ID, pick‑up and drop‑off addresses, appointment time, mobility needs (e.g., wheelchair, stretcher, oxygen), and any special instructions.

Agents will confirm trip details, provide an estimated arrival window, and issue a trip confirmation or reference number. For same‑day or urgent pick‑ups, the agent should provide an estimated driver arrival time and a call‑back number. If GPS tracking is available for your trip, the agent or an automated status update will indicate vehicle location. If promised pick‑up times are missed, escalate immediately to the agent’s supervisor and note the trip reference number so the incident can be logged for corrective action.

What to have ready when you call (high‑value checklist)

• Member ID and plan name — as printed on the back of your insurance/Medicaid card; this determines which 24/7 line serves you.
• Full pickup and destination addresses with suite or floor numbers and a main contact phone for the rider.
• Appointment details (facility name, appointment time, and provider phone) and whether time is flexible.
• Mobility and clinical needs: walker, manual wheelchair, powerchair, stretcher, oxygen, service animal, bariatric requirements and any attendant needs.
• Trip history or confirmation/reference number for existing bookings, and copies/photos of receipts for billing disputes.

Alternative channels and escalation paths

• Online portal and mobile app: Many programs allow trip requests, status checks, and receipts via a secure portal or Modivcare mobile app; use these for non‑urgent scheduling and mileage/billing records.
• Written grievance and appeals: If the 24/7 call center cannot resolve a serious service failure, file a written grievance via your plan or Modivcare’s provider portal. Keep copies and note the grievance ID — many state Medicaid contracts require an investigation and response within 30 calendar days.
• TTY/Interpreter services: Modivcare systems provide language interpretation and TTY/TDD support on 24/7 lines; request the service at the start of the call if needed.

Escalations, billing disputes, and quality review

If a trip is missed, unsafe, or results in potential clinical harm, escalate on the call to a supervisor immediately and request a formal incident report. Document the operator name, time of the call, trip reference, and any actions promised. For billing disputes, retain trip confirmations, receipts, and any communications; submit these to the payer first, and then to Modivcare’s provider/billing relations if the payer requests vendor documentation.

Quality improvement processes normally include incident review, driver retraining, and corrective action plans. For systemic complaints (e.g., repeated late pickups in a geographic zone), file a formal grievance and copy your plan caseworker so the issue is tracked at both vendor and payer levels. If resolution timelines are legally mandated by your state payer, reference the state’s grievance procedures and ask the representative to place the case on urgent review.

Practical tips for faster resolution and fewer disruptions

Call during off‑peak windows for routine scheduling (early morning hours typically have lower hold times) and always confirm that your pickup address is correct down to the door or reception desk. If mobility needs change, notify the 24/7 line as soon as possible — advance notice avoids vehicle mismatches and potential denials. For recurring trips (dialysis, rehab), ask for a standing schedule or weekly auto‑reservation to reduce repeated calls.

Finally, keep all confirmations and reference numbers, use photos when submitting location clarifications, and escalate quickly when safety or time‑sensitive clinical care is impacted. These practices reduce resolution time and improve the odds that a 24/7 Modivcare line can deliver a timely, documented remedy.

What is the phone number for motive care transportation?

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.

How to set up a non-emergency transportation?

1. The Сost of Starting Your NEMT Business.
2. File for Legal Status.
3. Prepare Legal Documents.
4. Sign Up for Insurance.
5. Establish Your Fleet.
6. Train Your Drivers and Other Employees.
7. Set Your Rates.
8. Find Your Passengers.

Can 211 provide transportation?

The 211 specialist vets all available resources; if local transportation services are unavailable or do not exist, the 211 specialist schedules/dispatches a ride for the client.

How do I cancel ModivCare transportation?

Card you will see a red icon with an X click on it. Then select a reason for the cancellation from the drop- down menu. Click okay then click cancel ride.

What is the phone number for ModivCare VA?

866-386-8331
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.

What is ModivCare Connect?

Access Modivcare Connect, an on-demand ride-ordering solution, that is a single access point for scheduling transportation, leading to better health outcomes and improved financial results.