Non-Emergent Medical Transportation (NEMT)

Non-Emergent Medical Transportation (NEMT) is a Health First Colorado benefit for members who don't have transportation to medical appointments. NEMT is provided through one transportation broker, IntelliRide.

All transportation requests and requests for mileage reimbursement should be submitted to IntelliRide.

Members and assistors can contact IntelliRide at 1-855-489-4999 or 303-398-2155 (State Relay: 711) or visit their website for more information.

For Transportation Providers

Existing transportation providers must contract with IntelliRide as a subcontracted transportation provider. This information can be submitted via email to us.join_our_network@transdev.com. Transportation Providers that choose not to subcontract with IntelliRide will no longer receive Health First Colorado (Colorado's Medicaid program) trips effective August1, 2020.

Frequently Asked Questions for Transportation Providers

Why is Colorado moving to one NEMT provider for the whole state?
Expanding management of the NEMT benefit to one statewide broker, IntelliRide, will help us improve customer service to both our members and our county partners. By moving to a single statewide vendor, the state is better able to ensure more consistent, streamlined operations and infrastructure, including improved access for members and reduced administrative burden for counties.

I have provided NEMT services for years in my area. Why is IntelliRide now overseeing all NEMT in the state?
After significant member and county feedback, we decided to expand management of the NEMT benefit to one statewide broker, IntelliRide, to help improve customer service for our members. By moving to a single statewide broker, we are better able to ensure more consistent, streamlined operations and infrastructure, including improved access for members across the state. This change was approved by the Colorado legislature and IntelliRide went through a Request for Proposals (RFP) bidding process. The original RFP solicited for the three regions outside of the broker's current service area. The Department chose IntelliRide to be the statewide vendor based on IntelliRide's RFP proposal, since they were the only bid that addressed all three regions. IntelliRide has been serving nine metro Denver counties' NEMT needs since fall 2019 and is positioned to expand across the state to meet your needs.

Why was IntelliRide chosen over other transportation providers to serve this new statewide contract?
Under Colorado law, the Department must use a competitive solicitation process when selecting contractors for large programs like NEMT. The Department solicited proposals and then entered into negotiations with interested parties. IntelliRide's proposal was selected as being the most advantageous to the State.

How do I join the IntelliRide network of transportation providers?
Existing transportation providers must contract with IntelliRide as a subcontracted transportation provider. Please contact IntelliRide at us.join_our_network@transdev.comto complete the process to join the network. Please note: Transportation providers that choose not to subcontract with IntelliRide, will no longer receive Medicaid trips beginning Aug. 1.

If I don't want to join the IntelliRide network, can I still be reimbursed for providing transportation to Health First Colorado members?
You cannot be reimbursed for NEMT services after Aug. 1, unless you join the IntelliRide network. Contact IntelliRide at 1-855-489-4999 or 303-398-2155 (State Relay: 711), or us.join_our_network@transdev.com if you are interested in joining the network.

How will Health First Colorado members know about this change?
Updates regarding the broker expansion will be communicated through multiple channels including social media and the Department's newsletters.

If a Health First Colorado member contacts me or my company for NEMT services after July 1, where/who should I refer them to?
Please refer the member to IntelliRide.

Who is responsible for paying claims submitted for services prior to July 1?
Any services delivered prior to 7/1 should be billed for using the IntelliRide transition processes, and will be reimbursed in the same way. Whoever completed the service will be paid at the current NEMT rates.

Where should I submit billing for services I provided prior to July?
Submit claims for services provided prior to July 1 using your previous billing procedures.

Where should I submit billing for services I provide in July?
Any services rendered should be billed to the entity performing NEMT in your area in July.

Where should I submit billing for services provided beginning Aug.1?
You must be a credentialed IntelliRide provider to submit claims for NEMT services you provide in August. Billing can be submitted via email to us.join_our_network@transdev.com. Please note: Transportation providers that choose not to subcontract with IntelliRide will no longer receive Medicaid trips. All Health First Colorado members must use an IntelliRide provider for NEMT services.

I will not be an IntelliRide provider in August, but I already have trips scheduled for Health First Colorado members in August. What should I do?
Please share the member August trip data (both subscription and individual trips) with IntelliRide. This information can be submitted via secure email to us.join_our_network@transdev.com.

For Counties and Regional Brokers

Counties that use an existing broker model are being prioritized and will be transitioned on July 1. IntelliRide will both field calls and schedule trips for those counties beginning July 1.

Counties and regional brokers that completed these steps by noon June 29 are scheduled to transition July 1:

Counties not onboarded with IntelliRide by July 1 should continue to provide NEMT services and should not reallocate staff who handle NEMT requests until their transition is complete. These counties should schedule trips occurring and provide transportation occurring in July.

Local county offices and regional brokers must share member trip data scheduled for Aug. 1 and beyond (both subscription and individual trips) with IntelliRide. This information must be submitted by Friday, July 24 via secure email to intelliride@transdev.com or by fax at 720-302-0106.

Frequently Asked Questions for Counties and Regional Brokers

When will the statewide transition to IntelliRide be complete?
All county responsibilities end on Aug.1, 2020.

How will Health First Colorado members know about this change?

The Department of Health Care Policy & Financing will reach out to members - for whom we have current text and email for - to inform them of the change. Counties have access to an IntelliRide brochure and the mileage reimbursement handout and can provide these resources to members. Members in certain areas of the state will receive this postcard in the mail.

How can I stay up to date with information about this statewide NEMT transition to IntelliRide?
Sign up for County Connections to get NEMT updates. County Connections is a monthly Department newsletter that provides Department updates to county partners. You can also contact IntelliRide at call 1-855-489-4999 or 303-398-2155 (State Relay: 711).

If a friend or family member of a HFC member provides a ride to a medical appointment, does the driver need to enroll as an NEMT provider with IntelliRide?
The driver does not have to enroll as an IntelliRide provider to be reimbursed for mileage, but there is a process for mileage reimbursement that members must follow:

Rides with friends of family members must be scheduled with IntelliRide and an IntelliRide mileage reimbursement form must be completed at least 48 hours before the appointment.
  • IntelliRide will do everything possible to accommodate requests submitted less than 48 hours before appointment time but cannot guarantee approval without 48 hour notice.
  • From Aug. 1 until Oct. 30, members can submit mileage reimbursement after a trip has occurred and they can use the county reimbursement form. These are temporary options to give people time to adjust to IntelliRide procedures. Rides after Oct. 30 must be pre-approved for mileage reimbursement and the IntelliRide mileage reimbursement form must be used.

How long does it take for IntelliRide to approve a trip request? Can urgent requests be fulfilled?
Trip requests should be scheduled at least 48 hours in advance, whether the member is requesting mileage reimbursement only or the member needs IntelliRide transportation. IntelliRide will do everything possible to accommodate requests submitted less than 48 hours before appointment time but cannot guarantee approval without 48 hour notice.

Members will have until Oct. 30 to request reimbursement for trips they did not schedule in advance. Beginning Oct. 31, members will not be reimbursed for trips they did not schedule in advance.

For how long can members submit mileage reimbursement paperwork that was provided by the county, and not IntelliRide?
Members can submit county paperwork to IntelliRide for mileage reimbursement until Oct. 30. Beginning Oct. 31, members must use the IntelliRide form for mileage reimbursement.

Where should I submit billing for services my county provided before July 1?
Submit claims for services provided prior to July 1 using your existing billing procedures. The ability to bill for services will not change as of July 1.

How long will counties be able to bill for NEMT?
Counties should expect to finish processing claims for mileage reimbursements in the Medicaid Management Information System (MMIS) for any NEMT trips from June 2020 by mid-August 2020.

Counties should only bill for mileage reimbursement claims in MMIS for NEMT trips that took place prior to July 1, 2020.

Counties should not bill for NEMT administration services in the County Financial Management System (CFMS) once IntelliRide has taken over NEMT administration in their county.

Who should transportation providers in my county contact to join the IntelliRide provider network?
Existing transportation providers must contract with IntelliRide as a subcontracted transportation provider. Contact IntelliRide at 1-855-489-4999 or 303-398-2155 (State Relay: 711), or us.join_our_network@transdev.comif you are interested in joining the network. Please note: Transportation providers that choose not to subcontract with IntelliRide will no longer receive Medicaid trips.

Do individual counties need to complete the provider agreement and/or Business Associate Agreement?
If a county department of human/social services provides NEMT trips to HFC members, then the county should complete a provider agreement to bill IntelliRide for these trips.

Where can counties find and submit a provider agreement and Business Associate Addendum?
Counties can reach out to us directly by calling IntelliRide directly at 1-855-489-4999 or 303-398-2155 (State Relay: 711), or sending email at US.join_our_network@transdev.com

How long does it take to become a sub-contracted provider?
Documents are sent to providers on the same day as they are requested. Once the documents are returned, the provider contracting process takes a week and a half on average

If Health First Colorado members contact me with questions or concerns about IntelliRide, who should I tell them to contact?
Members can call IntelliRide at 1-855-489-4999 (State Relay: 711), Monday - Friday, 8 a.m. to 5 p.m. if they have questions or need to schedule transportation. For complaints, members can call 1-855-489-4999, send an email to intellride@transdev.com, or use the live chat feature on the website https://gointelliride.com/colorado.

Is county administrative funding changing?
Existing administrative funding counties use to administer NEMT is not changing. However, there is no additional funding to support the continued administration of the benefit if required.

COVID-19 UPDATE- NEMT

The NEMT benefit will continue during the COVID-19 pandemic.

Only one passenger per vehicle traveling to an appointment will be allowed during Governor Polis' Safer at Home Order. The passenger may bring a family member or caretaker to their appointment if they notify the NEMT provider when they make their NEMT appointment.

If you have a medical emergency, call 911. NEMT is not for emergencies.

If you are having COVID-19 symptoms, call your provider and let them know before you use NEMT transportation or go to your provider's office. Your provider may need to talk to you about your symptoms before you come in.

Transportation Providers: Please read Operational Memo HCPF OM 20-055 for Department guidance about preventing the spread of COVID-19.