Non-Emergent Medical Transportation (NEMT)
Non-Emergent Medical Transportation (NEMT) is a Health First Colorado (Colorado Medicaid) program benefit for members who don't have transportation to medical appointments. NEMT is provided through Health Solutions by Transdev, a transportation broker for the nine Denver metro counties. Outside of the Denver metro area, NEMT is offered by local transportation providers. Health First Colorado members can also find out more by visiting the Health First Colorado NEMT webpage.
UPDATE: An extension of a maximum of six months was requested and approved by CMS, effective April 1, 2025. Effective Oct. 1, 2023, the Centers for Medicare and Medicaid Services (CMS) approved a moratorium of at least six months on any new and pending NEMT provider enrollments. The moratorium is due to a significant potential for fraud, waste, or abuse of the Health First Colorado program. Visit HCPF’s provider news page to stay up to date on any changes in the coming months.
Effective October 1, 2024, all NEMT providers must begin using the Department provided Standard Trip Log for all rides provided. The Trip Report Addendum form is also required for certain situations. NEMT providers must keep the completed trip report(s) on file as well as submitting the report(s) with claims submissions. The Department may request copies of any and all trip reports for the provider's claims at any time. We have provided instructions for how to complete the Standard Trip Log and Trip Report Addendum forms. All NEMT forms and instructions can be found on the Provider Forms page under Claim Forms and Attachments.
Effective May 1, 2024, the member’s medical provider must complete the Verification Form for Transportation Services More Than 25 Miles to verify the medical necessity of trip requests that exceed 25 miles, one way. The 25 mile verification form can be found on the Provider Forms page under Claim Forms and Attachments.
Frequently Asked Questions for Health First Colorado Members
What should I do if I need a ride?
If you live in Health Solutions by Transdev’s nine-county service area, contact Health Solutions by Transdev to schedule transportation 48 hours before travel. Call 303-398-2155 or 855-489-4999, or chat. Health Solutions by Transdev will verify basic info (state ID, name, address, etc.), check eligibility, and ensure that the destination is an enrolled location and that the trip is for a Medicaid-covered service.
If you live outside of Health Solutions by Transdev’s service area, visit the NEMT provider page to find a local NEMT provider and contact the provider’s office directly to schedule rides for travel. (Be sure to schedule travel at least two business days before your appointment.) The transportation provider manages administrative details including eligibility and authorization before dispatching the trip.
How does the mileage reimbursement process work?
Health Solutions by Transdev continues to manage the mileage reimbursement process for all members, no matter the member’s county of residence. Contact Health Solutions by Transdev at 303-398-2155 or the Transdev website if you are requesting mileage reimbursement or out-of-state transportation.
What is the process for booking out-of-state travel requests?
Health Solutions by Transdev manages out-of-state travel requests regardless of the member’s county of residence. You will need to complete an Out-of-State Non-Emergent Medical Transportation Request Form.
How are meals and lodging requests handled?
Health Solutions by Transdev manages meals and lodging requests regardless of the member’s county of residence. These requests will be prior-authorized and reimbursed by Health Solutions by Transdev statewide.
How can I submit feedback or file a complaint?
You can submit feedback/file a complaint by completing the Non-Emergency Medical Transportation (NEMT) Member Feedback/Complaint Webform.
Formulario web de comentarios/quejas de los miembros sobre transporte médico no urgente (NEMT)
Frequently Asked Questions for Transportation Providers
Where should I submit billing for services provided?
Transportation providers must submit reimbursement requests to Gainwell Technologies for all trips. Visit the Provider Contacts web page.
How can I learn about checking eligibility?
NEMT providers can check a member’s eligibility through the Provider Web Portal.
Do I need to get credentialed?
Yes, all NEMT (type 73) providers must get credentialed.
Credentialing Process
Health First Colorado has updated the Non-Emergent Medical Transportation (NEMT) provider credentialing process. This includes two (2) steps:
- Credentialing with Transdev Health Solutions (formerly IntelliRide)
- Revalidating enrollment with Health First Colorado
Follow the instructions below to maintain enrollment as an NEMT provider.
All NEMT providers must be credentialed to provide Health First Colorado services. This now includes all drivers and vehicles. Transdev Health Solutions manages driver and vehicle credentialing for all NEMT providers statewide.
Failure to complete this process will result in further action being taken in accordance with Section 25.5-4-301, C.R.S. and 10 C.C.R. 2505-10, Section 8.076.
- To complete the Credentialing Request Form and License, please visit the Transdev Provider website, and scroll down to the link to apply for credentialing (step #1, Onboard).
a. Providers will receive an email that includes a username, password and link to sign up for software training. - Participate in a credentialing software (ProCredex) training session to learn how to use the software.
- Visit Platform ProCredEx to upload the required driver and vehicle credentials.
a. You must log in using the username and password given to you after you initially applied for credentialing. - Sign up for an in-person vehicle inspection. Vehicle inspections are required. Visit the Transdev Health Solutions website for a list of contacts, dates, and times for inspections.
Transdev Health Solutions will review and provide a credential certificate once these steps are completed. This certificate must be submitted with the provider’s Health First Colorado revalidation application.
Contact ProCredex Provider Support at Support@procredex.com for support with the credentialing process.
Important: Any new drivers and vehicles added to the business, at any time, must be approved before they can be used to transport Health First Colorado members. Credentials for new drivers and vehicles must be submitted through the credentialing software. Any driver or vehicle which fails credentialing is prohibited from being used to provide NEMT services to Health First Colorado members.
Vehicle Inspections
All vehicles must be inspected regardless of the age of the current inspection. Providers must contact Transdev Health Solutions to schedule an inspection date and time.
Contact Transdev Health Solutions Provider Support at (833) 643-3010 or email US.THSProviders@transdev.com with questions.
Revalidating Enrollment with Health First Colorado
Revalidation is available through the Provider Web Portal, where a link for revalidation appears. Refer to the instructions above for credentialing if a revalidation application is currently in process. All revalidation applications will be held until credentialing is approved through Transdev Health Solutions (formerly IntelliRide).
The credentialing certificate from Transdev Health Solutions must be submitted with the revalidation application. Do not try to upload the certificate before receiving notification to revalidate.
Visit the Revalidation webpage for additional information regarding the revalidation process.
Contact the Provider Services Call Center with any questions about revalidation.
Frequently Asked Questions for Counties
What are the county offices of health and human services’ responsibilities?
HCPF provides counties a list of local transportation providers to support Health First Colorado members when they call county offices. Visit the NEMT provider page to find the list and download the NEMT Service Area resource guide.
Will the counties need to process mileage reimbursement claims?
Counties are not involved in processing mileage reimbursement claims. Instead, Health Solutions by Transdev manages the mileage reimbursement process for all members, no matter what county they live in. If members contact a county requesting reimbursement, please direct them to a local transportation provider.
Single Statewide Broker Model Consideration Stakeholder Engagement
Previous Meetings
The Department of Health Care Policy and Financing (HCPF) held two virtual stakeholder meetings for stakeholders and the general public to learn more about moving to a single statewide broker model.
HCPF staff reviewed the reasons for and benefits of the proposal. Attendees were invited to listen, learn, ask questions, and provide feedback.
Meeting dates and times:
- Provider Stakeholder Meeting: Monday, January 27, 9:30 to 11:30 a.m.
- General Public Meeting: Monday, February 3, 9:30 to 11:30 a.m.