Una visión de conjunto. Conclusiones ()

The Contractor shall be responsible for informing and educating members, counties, health care providers, provider associations, community based organizations and consumer representatives about the NEMT Management services. The Contractor's plan should include information on the outreach, education and marketing. This material:

• Must include culturally sensitive materials produced in English, Spanish and Hmong and other languages where the language is used by at least five percent of the population in the service region.

• Must be written at a sixth grade reading level; and

• All correspondence developed by the Contractor, intended for a member, must be multilingual, and must be reviewed and approved by the Department prior to distribution.

Prior to implementation of the contract, the Department will provide the Contractor with a list of all member names and addresses for members eligible for services under this RFP that have recently used Medicaid transportation. The Contractor will then be required to manage this list through regularly updating their data files and adding individual member case notes designed to indicate specific

transportation needs and other pertinent case facts required for ongoing transportation transactions. The Contractor will be required to keep an ongoing database of members using their services. Reference Section 7.1.9.

The Contractor is encouraged to develop supplemental written materials for members, counties, health care providers, provider associations, community based organizations and consumer representatives All materials developed by the Contractor for distribution under this RFP require prior written approval by the Department. DHS requires ten (10) business days to review and approve materials. Materials must be approved at least ten (10) business days before distribution

5.3.1 Member Communication

The Contractor is responsible for developing the initial member notification regarding NEMT Management services and service availability and advance scheduling prior to the Contractor assuming responsibility for the provision of transportation services. A Member Education Plan must be developed for members that include each member’s rights and responsibilities for use of NEMT services. All notices and information materials used by the Contractor shall be reviewed and receive written approval by the Department prior to mailing or otherwise disseminated.

5.3.1.1 Member Initial Notice

The initial notice to be developed and disseminated by the Contractor shall inform members of the availability of NEMT services, including the Contractor’s name, address, telephone

numbers, and hours of operation, as well as a brief description of how to utilize the Contractor to arrange for NEMT services. Thirty (30) days prior to implementation, the Contractor shall mail, via first class, materials reviewed and approved by the Department to inform and educate the eligible populations about the new transportation delivery system.

5.3.1.2 Continuing Education

The Contractor is responsible for educating members who do not comply with established policies and procedures. The Contractor shall develop a member education policy for members who are chronically late or absent for scheduled trips. The policy also covers members whose behavior en-route threatens the safety of the member, the driver, other passengers or the safe operation of the vehicle. Incidents must be documented promptly in the transportation

database.

5.3.2 Partner Communication

Written and oral information must adequately educate, counties, health care providers, provider associations, community based organizations and consumer representatives. Education shall emphasize the availability of NEMT services, eligibility for these services, the authorization process for single trips and standing orders, medical documentation of need, and how to access and use these services properly.

5.3.2.1 Partner Education

Contractor shall be responsible for creating a plan to educate health care providers, provider associations, community based organizations and consumer representatives. Contractor shall submit its plans for educating health care providers, provider associations, community based organizations and consumer representatives sixty (60) days before operations start date and begin conducting training thirty (30) days prior to the operations start date.

5.3.2.2 Partner Training

Trainings must be held in at least five (5) locations throughout the state. The Department must approve the training presentation and materials and the Department may participate in these trainings. The Department has ten (10) business days to review and approve all training presentations and materials. Training presentations and materials must be approved at least ten (10) business days before the first scheduled training. The Contractor shall arrange all training sessions.

5.3.3 Department Requested Communication

The Contractor will be required to participate and provide transportation-related information at community and regional meetings as specified by the Department. Information provided may include details on how to access services, member and provider rights, responsibilities, complaint procedures, and other information as specified by the Department.

5.3.3.1 Advisory Council

A Medicaid transportation advisory council will be established by the Department. This council will be comprised of various residents and stakeholders selected by the Department from around the state. The advisory council will act in a non-binding advisory capacity to provide feedback and suggestions to the Contractor and the Department regarding methods of enhancing Medicaid transportation service to members.

The Contractor must be available to meet with this advisory council as requested by the Department; approximately four (4) times per year. Meetings will be held in various

geographical regions of the state to ensure diverse input. The Contractor will be required to staff each meeting to ensure all Council feedback is actively addressed. Department staff may attend each council meeting.