Reliable Rides, Better Care: SFHP Transportation Services
When your patients can count on reliable rides to health visits, they’re more likely to show up on time and ready to get the best care possible. To support our members, SFHP is partnering with Modivcare to offer no-cost transportation to and from:
- Health visits for medical, dental, mental health, and substance use care
- Pharmacy visits to pick up medical supplies or prescription drugs
The Modivcare App: Simple Scheduling for Patients
SFHP Medi-Cal members can now save time and stress by using the Modivcare App to schedule transportation. Please encourage your patients, care coordinators, and family members to use the Modivcare App to:
- Request and manage rides
- Change or cancel rides without calling Modivcare
- See upcoming trips and ride history
- And more
Learn more about the Modivcare App.
Download and share the Modivcare App flyer (also available in Spanish, Chinese, Vietnamese, Russian, and Tagalog) so Members can quickly learn how to request rides through the app. Members can also register and request their ride online at mymodivcare.com.
How to Book Rides as a Provider
As a provider, you can schedule transportation for your SFHP patients online or over the phone.
TripCare – Online Scheduling
TripCare is Modivcare’s online patient transportation management system. Through TripCare, you can:
- Request single trips or standing orders
- Search and check the status of trip requests
- And more
First-time users will need to fill out the TripCare Facility Registration Form. Once you have an account, you can login and request a ride.
To learn more about requesting a ride through TripCare, including training videos, visit the TripCare resource center.
Phone Scheduling
If you prefer to request transportation over the phone, you may call the Modivcare Facility Line at 1(866) 529-2128.
If you do not receive a call back or are experiencing excessive hold time, call the Modivcare Escalation Line at 1(866) 779-0569. Ask to speak with a supervisor for an ETA or status update.
Booking NEMT vs. NMT
SFHP covers two types of transportation to health visits: Non-Emergency Medical Transportation (NEMT) and Non-Medical Transportation (NMT).
IMPORTANT: SFHP must review and approve NEMT at least five (5) business days before the member’s scheduled visit. For NMT, SFHP must review and approve the ride at least ten (10) business days before the member’s scheduled visit.
Once approved, you may request NEMT or NMT for a member through Tripcare or by calling Modivcare. For urgent requests, please call Modivcare at 1(866) 529-2128.
Non-Emergency Medical Transportation (NEMT)
Before booking NEMT, SFHP must approve the service and have a Provider Certification Statement (PCS) form on file. All NEMT rides (besides facility-to-facility transfers) require a provider prescription.
Please complete SFHP’s Authorization Request for Non-Emergency Transportation (NEMT) and Physician Certification Statement (PCS) using one of these three methods:
- By filling it out online here. Please make sure all mandatory fields on the form are complete. If all fields are not completed, SFHP cannot approve the transportation.
- By calling the SFHP Transportation Line at 1(415) 547-7807
- By emailing [email protected]
The PCS must be completed by a physician, dentist, podiatrist, mental health provider, substance use disorder provider, or a physician extender (i.e., physician assistant, nurse practitioner, certified midwives, physical/occupational therapist). Nurses and Social Workers may NOT prescribe NEMT services.
To learn more about the PCS and NEMT, please refer to our FAQ document.
Non-Medical Transportation (NMT)
Members do not need a prescription for NMT services. As a provider, you do not need to fill out a form.
Who to Call for Questions and Support
If you have questions, please call Modivcare Customer Service at 1(855) 251-7098, Monday–Friday, from 8:30am–5:30pm.
Si necesita ayuda o tiene preguntas, llame a Servicio al Cliente de SFHP al
Hospital Discharges
When a member is being discharged from a facility, you may request transportation through Tripcare or by calling Modivcare at 1(866) 529-2128 . Modivcare’s transportation provider has up to three (3) hours from the time of the request to pick up the member.
NEMT requires a prescription. Fax a completed Physician Certification Statement (PCS) form to SFHP.
NMT does not require a prescription.
Response Time and Coordination
Standard Response Time: Modivcare will call the discharging facility within 60 minutes (or within 30 minutes for ER discharges) to provide an Estimated Time of Arrival (ETA) or to let you know that transportation is still being arranged.
When ETA Exceeds Limits
If the ETA exceeds 3 hours (or 1 hour for ER discharges) or if a hospital’s contracted provider can transport the member sooner, the trip may be assigned to the hospital’s contracted provider. The contracted provider must confirm their availability via a recorded Modivcare line. Modivcare will cover the transportation costs.
Handling Transportation Delays or No Shows
If there are delays in transportation, or if the designated transportation provider does not arrive within 30 minutes of the provided ETA and another provider is available on-site (even if outside the Modivcare network), the facility can request a new trip number by calling the Modivcare Facility Line at 1(866) 529-2128. Provide the new trip number to the on-site provider so they can bill Modivcare directly.
Additional Information
- Drop-Off Timing: Drivers must drop members off at least 15 minutes before their scheduled appointment. For example, if the appointment is at 10:00am, members should be dropped off no later than 9:45am. Modivcare or SFHP will confirm member’s pick-up time based on how long it takes to get to the appointment.
- Companion or Personal Care Attendant: If needed, one other person can go with a member to their appointment. When scheduling a member’s appointment, please note that someone will be joining the member.
- Unaccompanied Minors: Transportation is available to unaccompanied minors when California or federal law does not require parental consent for a minor’s service (“minor consent”). For services other than “minor consent” services, SFHP requires written parental or guardian consent for unaccompanied minors to travel alone.