We understand that this past week has been a bit of a challenge for you, as well as First Transit. Due to issues regarding our phone lines, many of you have expressed your concerns with scheduling rides to your medical appointments. For this inconvenience, we sincerely apologize. Our main concern is our customers and providing them the safest and most efficient services possible.
At this time, First Transit has taken steps to alleviate these concerns. The phone company is currently working to add additional lines, as well as increasing our system bandwidth to handle the higher than usual call volume. This will reduce your time on hold and allow one of our highly trained and professional Medicaid dispatchers to answer your call in a timely manner. We expect that these upgrades will be fully operational beginning Monday, January 9.
We have also temporarily extended our call center hours from 7 a.m. to 8 p.m. to further accommodate our passengers. We also plan to have our call center operational every Saturday until the volume of calls decreases to normal levels. Call volume has been heaviest and wait times longest between the hours of 9am and 4pm, so we encourage any customers having problems getting into the system to call in between 7-9am or 4-8pm when waits are shorter. We are returning all messages and working with our providers to ensure that everyone gets transported safely.
At First Transit, the safety and security of our customers is our core value. We greatly value our relationships with our customers and strive to ensure that each one of them is transported to and from their medical appointments safely and reliably. We are very proud of our success within the many locations we manage Medicaid transportation programs and the strong relationships we have developed with these customers over the years.
Again, we sincerely appreciate your patience as our staff works tirelessly to resolve the phone issues and work to provide the services you as citizens of the State of Colorado and as customers of First Transit deserve.
Senior Vice President, First Transit
Dear Transportation Partner:
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.