Meet Veyo - Our New Partner in Transportation
Date: 04/01/21
Starting May 1, 2021, Louisiana Healthcare Connections is partnering with Veyo for non-emergency medical transportation for our Medicaid members. Scheduling a ride to and from your appointments just got easier.
With Veyo, you'll get:
- A new, larger network of drivers.
- A new online portal to schedule rides, plus rebook trips and request return pickups.
- Text reminders and alerts to let you know when your driver is on the way.
HOW TO SCHEDULE YOUR RIDE
| SCHEDULE BY PHONE | SCHEDULE ONLINE |
|---|---|
To make the transition as easy as possible, we are keeping the same reservation phone line. 1-855-369-3723 (TTY: 711)
| Before May 1, 2021 Starting June 1, 2021 |
Veyo is not for rides to the Emergency Room (ER). In an emergency, dial 911.
Here are the answers to questions you may have about this change.
Why is Louisiana Healthcare Connections switching to Veyo?
Veyo provides non-emergency medical transportation (NEMT) services. These are rides to appointments with your health care provider and visits to urgent care. We’re partnering with Veyo to bring you a new, larger network of drivers across the state. You’ll also get an all-new online portal to schedule rides to and from your medical appointments. And you can sign up for text alerts to get reminders about your ride and to let you know when to expect your driver. You can also call 1-855-369-3723 (TTY: 711), Monday – Friday, 7 a.m. to 7 p.m. to schedule a trip, make changes to a reservation or check on your ride. Veyo is not for rides to the Emergency Room (ER). In an emergency, dial 911.
How do I schedule a ride before May 1?
Just call 1-855-369-3723, Monday – Friday, 7 a.m. to 7 p.m. Let us know if your medical appointment is before, on or after May 1. You can also schedule your ride online at www.MyLAride.net. Follow the instructions on your screen.
How do I schedule a ride on May 1 or after?
Just call 1-855-369-3723, Monday – Friday, 7 a.m. to 7 p.m., and a Veyo representative will assist you. Starting on June 1, 2021, you can also book your ride online at www.LouisianaHealthConnect.com/MyRide. You will need to create a new user account before scheduling on Veyo’s portal for the first time.
I already have a ride scheduled for May 1 or after. What do I need to do?
If your ride is already scheduled, you don’t need to do anything! Your ride will automatically transfer to Veyo.
What information will I need to schedule my ride?
If you do not have transportation, Veyo can help you get to your appointments for Medicaid-covered services plus dental and vision care. There is no cost to you for this service. When you call or go online to schedule your ride, please have the following information ready:
- Your first and last name
- Your Member ID number
- Your date of birth
- Your home address where we will pick you up
- A phone number where we can reach you about your appointment
- The date and time of your appointment
- The complete physical address for the location of your appointment
- The type of medical provider you are seeing (physician, laboratory, etc.)
- If this will be a recurring appointment (such as appointments for dialysis or physical therapy)
- If someone will be traveling with you (one person can ride with you to your appointment)
Passengers are expected to follow the instructions of the driver. They are required to wear seatbelts. The use of offensive language is not allowed. No smoking, eating, or drinking is allowed in vehicles.
How far ahead can I schedule my ride?
You can schedule your ride up to 30 days before your appointment.
I need urgent care. Do I have to schedule two days in advance?
No. You can call for rides to urgent care seven days a week, 24-hours a day. If you need a ride to Urgent Care, call 1-855-369-3723 as soon as you know you need care. Veyo is not for rides to the Emergency Room (ER). In an emergency, dial 911.
When do I need to be ready? How long will the driver wait?
When you schedule your ride, you will be given an estimated pickup time. Please be ready at least two hours before this pickup time. The driver will only wait 10 minutes.
How can I identify my driver?
All drivers are trained to be courteous and wear an ID badge. Sign up for the text program to get an alert letting you know your driver’s name and what kind of vehicle to expect. All drivers have passed strict quality and ADA sensitivity training to ensure they are safe and experienced drivers.
How do I get a ride home after my doctor’s appointment?
You can request a ride home three ways:
- Call 1-855-369-3723 (TTY: 711)
- Starting June 1, use your smartphone to request a return trip through the online portal
- By text (you must enroll in the text program first)
For rides home from the Emergency Room (ER):
- Veyo can pick you up once a discharge order has been issued for you. To schedule your pickup, the facility must call 1-855-369-3723.
How do I sign up for the text program?
When you first call to schedule a trip with Veyo, you will be asked if you would like to receive text messages about your trip. You can reply STOP or UNSUBSCRIBE at any time if you decide you don’t want to get text messages from Veyo.
Are car seats for children provided?
No. Drivers cannot provide car seats for children. You must provide your own car seat that meets state law requirements. Let the operator know when you schedule your appointment that you will be traveling with a child and providing car seats. Members will be denied at pick up if they do not have a car seat.
Are wheelchairs, walkers or other medical equipment provided?
No. Please bring your own walker, wheelchair or any other medical equipment you need. Let the operator know when you schedule your appointment that you will be bringing a wheelchair or other medical equipment.
Do I have to pay the driver for the trip?
No. Non-emergency medical transportation is included in your Medicaid health plan benefits. The driver should not ask for a co-payment or a payment for the trip. If you are asked to pay, tell the driver that no payment is required from you. Call Veyo to report the incident at 1-855-369-3723.
Who can I call for more information?
Our Member Services representatives would be happy to answer any questions you may have. You can reach us at 1-866-595-8133 (TTY: 711), Monday – Friday, 7 a.m. to 7 p.m. We can also help you schedule your ride, if needed.