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Provider Notices

RESOLVED- Modivcare is experiencing technical difficulty.

7/12/2022 9:38:17 AM

*This has now been resolved*

ModivCare, the NEMT brokerage for our Marion/Polk, Central OR, and Gorge CCO regions, is experiencing technical difficulties within their circulation system, resulting in Modivcare not being able to electronically provide trip information or updates to providers.  As a result, all updates related to existing and/or new transportation request have to be done by phone between Modivcare and the transportation providers.

What does this mean for the member and transportation performance?

  1. This manual process will result in both increased inbound and outbound calls between Modivcare and the transportation providers as well as longer AHT and subsequently a potential for a decreased Service Level.
  2. There is a potential for increased complaints related to longer than expected hold times for CSRs as well as complaints related to late pick-ups  - especially for same day requests and will call return rides.

We will provide updates as we receive them.