MDwise Transportation Benefit Management HHWHIPP 0585 918 1

MDwise Transportation Benefit Management HHW-HIPP 0585 (9/18) 1

Company History § Ride Right began operations in 2009, providing fixed-route and para-transit service with a focus on passenger experience and a hands-on management approach. 2009 2

Ride Right/Mdwise Partnership § Ride Right began as the transportation benefit manager for the MDwise Hoosier Healthwise population on December 15, 2010. § In 2015, Ride Right expanded services to Healthy Indiana Plan. 2009 2010 2015 3

National Footprint § While growing with MDwise, Ride Right has expanded services nationally, providing more then 1. 5 M trips annually. 4

Program Goals: § Eliminate barriers to health care § Ensure continuity of care § Assist in member recruitment and retention § Reduce potential for fraud, waste and abuse 5

Program Criteria: § Aligned with IHCP standards for member service and provider requirements. § Utilization of most appropriate mode of transportation. 6

Accessing Service Ride Right ensures access to medical treatment through our Call Center and Provider Services. 7

Accessing Service: Call Center § How can Ride Right be reached? § 1 -844 -239 -5972 | Healthy Indiana Plan § 1 -888 -513 -0710 | Hoosier Healthwise 8

Accessing Service: Call Center § When can Ride Right be reached? § Monday – Friday; 8: 00 am – 8: 00 pm EST § Open 24/7 for non-routine, urgent scheduling and ER discharges 9

Accessing Service: Call Center § What can I expect when I call? § Customer Service Representatives are professional, friendly, educated in MDwise protocols and receive ongoing coaching. § Average Speed to Answer < 30 seconds § Abandonment Rate < 5% 10

Accessing Service: Call Center § What information should callers provide? § Member name, Medicaid number, phone, address § Special needs that would affect transportation § All medical appointment information 11

Accessing Service: Call Center § How much notice should be given? § Member must provide 2 business days’ notice for all trips. § For urgent trips, a member may request a trip in under the 2 day notice. 12

Accessing Service: Call Center § Is there a limit on the amount of trips? § After the first 20 trip legs, Ride Right will seek authorization from MDwise for additional trip legs. 13

Accessing Service: Providers § Once trips are scheduled with the Call Center, they will be assigned to a transportation provider. 14

Accessing Service: Providers Transportation Modes § Ride Right will consider the caller’s mobility and special needs to assign the most appropriate mode of transportation. PUBLIC (BUS) GAS REIMBURSEMENT SEDAN WHEELCHAIR STRETCHER AMBULANCE 15

Accessing Service: Providers Credentialing § Ride Right providers undergo a thorough background and credentialing process to ensure member safety. 16

Accessing Service: Providers Credentialing: § Web-based storage system § Automated renewal reminders 17

Accessing Service: Providers Oversight § Transportation Providers are overseen by a Network Manager who monitors performance, vehicle conditions, and ensures network adequacy. 18

Accessing Service: Providers Claims: § Web-based submissions § Mobile capabilities § Prompt payment 19

Accessing Service: Providers Transportation Helpdesk: § Real-time support: 888 -828 1183 § 7: 00 am – 8: 00 pm EST 20

Accessing Service Through accessible scheduling and transportation resources, Ride Right seeks to ensure continuity of care by connecting members to their medically necessary services. 21

Program Feedback § Member Surveys conducted by a third-party to measure satisfaction with call center and transportation performance. § Grievances may be filed through Ride Right’s We Care line: 1 -866 -436 -0457. § How grievances are resolved: § Thorough investigation of issue and follow up with appropriate parties. § Member acknowledgement upon receipt and member notification of resolution. § Grievance Summary Reports sent to MDwise. 22

QUESTIONS? 23

MDWise Transition Timeline to Southeastrans • October 2018 – Southeastrans begins network expansion – NEMT providers currently transporting MDwise members – New providers in areas of need • November 2018 – NEMT Provider onboarding activities – New provider orientation sessions – Driver training sessions, as necessary – Vehicle inspections • December 17, 2018 – Southeastrans begins accepting MDwise member calls for trips in January • December 21, 2018 – MDwise trips available to NEMT Providers on Southeastrans web portal • January 1, 2019 – Southeastrans MDwise contract go-live

NEMT Provider Enrollment Contacts For Provider Enrollment – Kristy Swoveland, Provider Relations Manager • kswoveland@Southeastrans. com or 765 -602 -6004 – Andrew Tomys, Corporate Network Development Manager • atomys@Southeastrans. com or 770 -362 -4839 For Provider Credentialing and Training – Larry Lee, Compliance Manager • llee@Southeastrans. com or 317 -619 -9262 For Administrative Questions – Karen Mullenix, IN Director of Operations • kmullenix@Southeastrans. com or 317 -613 -0850