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On behalf of First Transit and the Colorado NEMT program, we would like to express our sincere appreciation for your patience and dedication to our customers during this difficult transition. We are working hard to improve service quickly, and are committed to addressing all of the issues and concerns that have been raised during the transition.

We have made several significant changes to improve our operations. This includes placing both legs of each customer’s trip with the same provider. Going forward, providers who take a passenger to their appointment should also be picking them up afterwards to return home (with the exception of trips assigned to taxicabs). We also reached out to our providers over the weekend to clarify subscription assignments and to discuss concerns you have. This should streamline operations and prevent many of the operational issues that caused service delays the past week. Transportation companies should continue to call our Provider Line at 855-OPS-NEMT (855-677-6368). This line is staffed continuously and, if occupied, rolls to a specific provider voice mailbox. We have staff members assigned to returning these high-priority messages quickly throughout the day.

For our passengers, we have expanded the number of phone lines and agents available to answer incoming calls. We have also been busy collecting and verifying customer information to ensure that we have the most accurate information possible to provide to you with the trip referrals.

We are most appreciative of your commitment to our mutual customers, the Medicaid clients whose travel has been disrupted this past week. We appreciate your efforts to make sure the customers get to and from their appointments safely, and not to leave any customers stranded. I want to assure you that we will work with you to compensate you for all trips that you may have provided outside of the normal trip assignment process. We would ask that you include a list of all transports that you provided outside of those specifically scheduled to you with the invoice that is scheduled for January 15. We will need the client’s Medicaid number, dates/times, etc. as normal to process the invoices, and we pledge to work closely with to settle these outstanding issues quickly.

Thank you for your continued commitment to the NEMT program.

Rob Andresen
General Manager