Iowa Facility Network

IowaFacility Network

FAQ's

Please check this website frequently for updates

LogistiCare maintains a Facility Department dedicated to handling the needs of sole source facilities, hospitals, & dialysis centers. LogistiCare has dedicated staff and a phone number available to book transportation for facilities. The phone number is 866-277-8962. To minimize time on the phone, LogistiCare suggests using the Facility Services website and/or faxable request forms for single trips and standing orders. Completed request forms should be faxed to: 866-535-0246. Upon receipt of the form(s), a Facility Representative will process the request.

If you are a facility that would like to sign up for the Facility Services website, please inform your Facility Representative.

LogistiCare has a dedicated reservation number for Amerigroup. Our toll free number,844-544-1389, is answered Monday-Friday from 7:30 am-6:00 pm CST.

If you are an HCBS Waiver member or calling on behalf of an HCBS Waiver member, please call 866-277-8962 and select option 2.

If you are calling from a facility, please call 866-277-8962.

If you are hearing-impaired, please call 866-288-3133 for assistance.

In the event that a transportation provider is late, LogistiCare maintains a staff trained to resolve late arrivals. This team is available 24/7. A dedicated phone line is available to inquire about the status of their ride. The line is called the Ride Assist – “Where’s My Ride?” line and the phone number to call is 844-544-1390.

Please reference General IA Discharge Process Summary_LogistiCare on the Forms page of this resource site.

A member should be ready fifteen (15) minutes before the agreed pick up time. The vehicle is considered on time if it arrives 15 minutes before or 15 minutes after the designated pick up time. The driver is required to wait up to 15 minutes after the member’s pick up time before leaving.

Two business days (48 hours) notice prior to the scheduled appointment is necessary. (Example: Call on Monday for a Wednesday appointment.) LogistiCare accepts reservations up to 30 days in advance. For any trip request with less than the two business days’ notice, LogistiCare will need to obtain confirmation from the treating facility that the appointment is of an urgent (not emergent) nature and cannot be rescheduled. Dialysis and wound care are examples of medically urgent appointments that should not be rescheduled. LogistiCare needs at least one (1) hour notice for mileage reimbursement requests.

In the State of Iowa, LogistiCare is contracted to arrange transport for Amerigroup members for medical appointments and HCBS Waiver trips. LogistiCare arranges transportation in all 99 counties in Iowa.

Once the member’s appointment is finished, the member or facility will call the Ride Assist – “Where’s My Ride?” phone number (844-544-1390) and request transportation be sent to return the member. The transportation provider will be dispatched and will have up to sixty (60) minutes from the time of the call to arrive for the member’s return ride.

Urgent/same day trips can be booked through LogistiCare. Trips scheduled on the same day of the requested appointment time are required to have conditions verified through the facility as urgent, such as when a physician is requiring the member be seen the same day. These trips should be booked by calling the reservation numbers under question one, and transportation could take up to 3 hours to be arranged. In situations where a condition requires immediate medical attention or constitutes an emergency medical event, members should call local emergency services (911) for transportation by ambulance.

If a member’s appointment is canceled, notify LogistiCare as soon as possible (24 hour advance notice required, when applicable). This will prevent unnecessary trips for local transportation companies trying to serve others that day.

Drivers cannot come into the home, lift passengers, or take wheelchairs up & down stairs. LogistiCare coordinates curb to curb service in the state of Iowa.

Yes, if a facility has a transportation provider they prefer, please mention this when scheduling transportation. LogistiCare will note the request on the trip and will do everything they can to honor the facility’s request, depending on availability of the transportation provider and/or if the preferred provider is a participant in the LogistiCare network. Even though the request will be documented, trip assignment will be based on routing criteria that includes provider compliance. LogistiCare does not guarantee that a preferred provider will be assigned based on a request.

HCBS Waiver members who have a transportation provider specified under their care plan should notify the representative at the time of scheduling.

Standing Order Request Forms can be obtained through this website or by contacting the Facility Department at 866-277-8962.

One escort may accompany up to a maximum of three (3) passengers.

Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any situation where immediate medical relief or treatment is necessary.

Emergency ambulance trips are not arranged through LogistiCare. If a medical emergency ambulance trip is needed, call 911.

A facility can request single trips via the Facility Services website for multiple members or fill out Single Trips Request Forms for the various members for trips up to 30 days in advance and fax them to LogistiCare at 866-535-0246.

The level of service describes the type of service needed to transport a member. A member can travel by one of several levels of service based on their physical needs. See below:
 

  • Mass Transit – Where available and suitable for the physical condition of the member. LogistiCare will provide mass transit tickets or passes for riders traveling near a bus route. 
     
  • Ambulatory – Where a member is able to walk on their own or with the assistance of a walker or cane and is able to be picked up and dropped off. This is a curb-to-curb transportation. There will be no escort or attendant provided by LogistiCare. If an escort is needed, please inform LogistiCare at the time the reservation is called in that the member will have an escort with them (additional documentation may be required).
     
  • Wheelchair – Where a member is confined to a wheelchair and, due to either physical weakness or mental impairment, they must travel with their own wheelchair. Transportation with a wheelchair accessible vehicle will be provided. There will be no escort or attendant provided. If an escort is needed, please inform LogistiCare at the time the reservation is called in that the member will have an escort with them (additional documentation may be required). Wheelchairs are not provided by LogistiCare or their providers. 
     
  • Stretcher – Where a member cannot be transported in a wheelchair, and may be bedridden. All stretcher requests require prior authorization via the Level of Service Certification, completed by a medical provider. LogistiCare does not arrange transport by stretcher if the member can go by wheelchair, but does have it available.

The Standing Order Request Form should be faxed to LogistiCare at 866-535-0246.

Standing Order Request Forms must be completed by a facility employee, such as a case manager or social worker.

LogistiCare must be notified of any temporary or permanent changes to a standing order. LogistiCare’s system will continue to propagate the original information unless LogistiCare is notified of a change. LogistiCare’s network providers schedule transports based on the information LogistiCare sends out in their daily manifest. If a facility or member only instructs the transportation provider of changes and not LogistiCare, the member runs the risk of missing their appointment if the transport is assigned to a different provider. By informing LogistiCare about changes to a standing order, it allows them to adjust any changes and ensures members are getting the best service available.