Veyo Customer Service — Expert Operational Guide

Service scope and operational model

Veyo operates as a technology-driven non-emergency medical transportation (NEMT) coordinator for health plans, Medicaid programs, and provider networks. The platform matches members with appropriate vehicles and drivers (sedan, wheelchair-accessible vehicle, ambulette) and optimizes routing to reduce wait and travel times. Expect the engagement model to include scheduled rides, same‑day requests where feasible, and automated notifications by text, phone, or email for confirmations and driver location updates.

From a customer-service perspective the critical features are transparency and traceability: every scheduled trip should yield a trip ID, a driver/vehicle identifier, and an estimated pickup window. These elements enable efficient follow-up when trips are late, canceled, or if a member’s condition or pickup location changes. For the highest chance of timely resolution, always collect and reference these identifiers when contacting Veyo or your health plan.

What to have ready before contacting customer service

Having accurate, complete information before you call or message cuts resolution time dramatically. A front‑loaded packet of details reduces back-and-forth and allows agents to look up the trip record immediately. If you don’t have these items, an agent will need to verify identity and re-create search parameters, which lengthens hold and call times.

• Member name and date of birth; insurance plan name and member ID (as printed on the insurance card).
• Appointment date/time and provider address (street, city, ZIP); exact pickup address and any gate codes or building instructions.
• Trip ID or confirmation number, driver name or vehicle plate number (if provided by prior notification), and the time you received the confirmation.
• Mobility needs and equipment: manual or power wheelchair, stretcher/ambulatory support, oxygen, bariatric needs (include approximate weight if relevant), and whether a caregiver will accompany the member.

Scheduling, modifying, and cancellation policies

Standard best practices for scheduling NEMT are: request routine, non-urgent rides at least 48–72 hours in advance and notify cancellations as early as possible. Many brokers, including tech-enabled services, set cutoffs—cancellations less than 2 hours before pickup or unattended “no-shows” can generate flags on the member record and may lead to prioritized booking restrictions.

Same-day requests are commonly accommodated when capacity exists; expect variability by geography. In urban areas same-day pickups can often be arranged within 1–3 hours; in rural regions the window can extend to 4–8 hours. Driver wait-time policies typically range from 5–10 minutes at the scheduled pickup location—document the driver’s arrival time and take photos if a dispute arises.

Accessibility, special equipment, and medical necessity

Clear documentation of medical necessity for specialized transport (stretcher, bariatric vehicle, oxygen-enriched travel) is essential. Health plans often require a clinician’s order or a prior authorization for non-standard equipment—submit that paperwork to both the plan and Veyo as early as possible to prevent denials or last-minute cancellations. If a member requires a stretcher or EMT-level assistance, coordinate through clinical dispatch channels rather than standard ride booking.

For wheelchair users, verify whether the vehicle has securement systems and trained personnel. Ambulette and wheelchair services typically have manufacturer-rated weight capacities—these vary by vehicle but commonly are between 300–600 pounds depending on the configuration. When weight or mobility restrictions exist, request a bariatric-capable vehicle and confirm the vehicle’s safe working load in writing.

Billing, claims, grievances, and escalation procedures

NEMT for Medicaid members is often covered with no direct member charge, but billing disputes and provider claims can still arise (for example, when a private payer is involved or for out-of-network services). If you receive a bill, collect the invoice number, dates of service, and the billing provider’s name. Submit disputes in writing and attach trip confirmations, appointment verification from the medical provider, and any relevant medical orders.

If a service failure occurs (late pickup causing a missed appointment, unsafe driver conduct, vehicle issues), file a grievance with Veyo first and request a reference number. Industry-standard response windows are: an acknowledgement within 2 business days, an initial substantive response within 14 days, and a final resolution within 30 days—timelines can vary by state and payer. If the outcome is unsatisfactory, escalate to your health plan’s member services and, if that fails, contact your state Medicaid agency or request an external appeal or fair hearing according to your plan’s grievance policy (check your member handbook for exact deadlines—often 30–90 days for appeals).

Contact channels and a practical phone/script checklist

Primary channels are phone, secure portal/website, and SMS notifications: start with the phone number printed on the back of your insurance card for fastest triage between plan and transportation broker. When you must escalate, email written documentation and include the trip ID and timestamps. Always request and record a reference number for any call or online ticket.

• Opening: “My name is [Full name], DOB [MM/DD/YYYY], member ID [########]. I have a trip confirmation ID [####] for [date/time]. I’m calling because [late pickup/missed ride/wrong vehicle/medical need change].”
• What to request: ask for the driver name, vehicle plate, ETA, documented wait time, and a reference/ticket number. If the ride caused a missed medical appointment, request a written letter confirming the missed appointment to attach to any appeals.
• Escalation steps: request supervisor review within the call, set an expected response timeline (e.g., “Please respond in writing within 5 business days”), and if unresolved, contact plan member services and state Medicaid oversight with your compiled documentation.

Resources

Always confirm the correct contact route for your plan: visit Veyo’s official site (https://www.veyo.com) for provider and member resources and check your plan documents for plan-specific phone numbers and appeal procedures. Maintain a dedicated folder—digital or physical—with trip confirmations, appointment verifications, medical orders, and grievance correspondence to streamline any disputes and speed resolution.

Who bought out Veyo Transportation?

MTM Health’s
MTM Health’s Acquisition of Veyo Finalized After August 1 Closing. Earlier this summer, MTM Health revealed our planned acquisition of Veyo, the non-emergency medical transportation (NEMT) industry’s third largest broker. Now, we are excited to announce the acquisition has been finalized.

Is working for Veyo worth it?

This rating has improved by 3% over the last 12 months. How satisfied are employees working at Veyo? 59% of Veyo employees would recommend working there to a friend based on Glassdoor reviews. Employees also rated Veyo 3.4 out of 5 for work life balance, 3.0 for culture and values and 3.2 for career opportunities.

How do I contact the bird scooter customer service?

1-866-205-2442
If you discover what you believe is a defect for your Product, please contact Bird at 1-866-205-2442 or at [email protected].

How do I contact Veyo?

Veyo

1. Headquarters. 4875 Eastgate Mall Ste 200, San Diego, California, 92121, United States.
2. Phone Number. (877) 239-0981.
3. Revenue. $182.6 Million.

What is the acceptance rate for Veyo?

a 90%
Requirements. You must drive in an eligible region where the rate is being offered. (This must be the region you signed up to drive in). To be eligible for the sign-on rewards, you must maintain a 90% acceptance rate.

How much does Veyo pay per ride?

In California, these are current rates: Pickup fee: $1.00. Rate per mile: $1.15 per mile. Minimum rate: $4.80.