IowaMember Network

FAQ's

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Individuals who reside in Iowa and have a non-emergency transportation benefit through Amerigroup.  A LogistiCare representative can assist you in determining if you have this benefit.

Individuals who do not reside in Iowa or have a non-emergency transportation benefit through Amerigroup.  A LogistiCare representative can assist you in determining if you have this benefit.

LogistiCare has a dedicated reservation number for Amerigroup.  Our toll free number, 844-544-1389, is answered Monday-Friday from 7:30am – 6:00pm CST.

If you are an HCBS Waiver member or calling on behalf of an HCBS Waiver member, please call 866-277-8962 and select option 2.

If you are calling from a facility, please call 866-277-8962.

If you are hearing impaired, please call 866-288-3133 for assistance.

Reservations may also be booked online through the Member Services Website at member.logisticare.com.  Sign up with self-registration instructions on the site itself.

Two business days (48 hours) notice prior to the scheduled appointment is necessary. (Example: Call on Monday for a Wednesday appointment.) LogistiCare accepts reservations up to 30 days in advance. For any trip request with less than the two business days’ notice, LogistiCare will need to obtain confirmation from the treating facility that the appointment is of an urgent (not emergent) nature and cannot be rescheduled. Dialysis and wound care are examples of medically urgent appointments that should not be rescheduled. LogistiCare needs at least one (1) hour notice for mileage reimbursement requests.

In the State of Iowa, LogistiCare is contracted to arrange transport for Amerigroup members for medical appointments and HCBS Waiver trips. LogistiCare arranges transportation in all 99 counties in Iowa.

You should be ready fifteen (15) minutes before the agreed pick up time. The vehicle is considered on time if it arrives fifteen (15) minutes before or fifteen (15) minutes after the designated pick up time. The driver is required to wait up to fifteen (15) minutes after arrival before leaving.

In the event that a transportation provider is late, LogistiCare maintains a staff trained to resolve late arrivals. This team is available 24/7. A dedicated phone line is available to inquire about the status of your ride. The line is called the Ride Assist – “Where’s My Ride?” line and the phone number to call is 844-544-1390.

Once your appointment is finished, you will need to call Ride Assist “Where’s My Ride” at 844-544-1390 and request transportation to be sent to pick you up.  The transportation provider will be dispatched and will have up to sixty (60) minutes from the time of the call to arrive for your return ride.

Urgent or same day trips can be booked through LogistiCare. Trips scheduled on the same day of the requested appointment are required to have conditions verified through the facility as urgent, such as when a physician is requiring you to be seen the same day. These trips should be booked by calling the reservation numbers under question one, and transportation could take up to 3 hours to be arranged. In situations where a condition requires immediate medical attention or constitutes an emergency medical event, you should call local emergency services (911) for transportation by ambulance.

If you need to make a change to your scheduled transportation, please contact the Ride Assist “Where’s My Ride” line at 844-544-1390.  Changes must be called into LogistiCare’s office prior to the trip.  Transportation Providers are not able to make any changes to a scheduled trip.

If your appointment is cancelled, notify LogistiCare as soon as possible. We prefer at least 24 hour advance notice when possible.  This will prevent unnecessary trips for local transportation providers.

Emergency ambulance trips are not arranged through LogistiCare.  If a medical emergency ambulance trip is needed, call 911.

Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any situation where immediate medical relief or treatment is necessary are all examples of medical emergencies.

The level of service describes the type of service needed to transport you to a medical service. You can travel by one of several levels of service based on your physical needs. See below:

  • Mass Transit – Where available and suitable for your physical condition. LogistiCare will provide mass transit tickets or passes for riders traveling near a bus route.
  • Ambulatory – Where you are able to walk on your own or with the assistance of a walker or cane and are able to be picked up and dropped off. This is a curb-to-curb transportation. There will be no escort or attendant provided by LogistiCare. If you need an escort, please inform LogistiCare at the time you call in your reservation that you will have an escort with you. Transportation of an escort is at no additional charge.
  • Wheelchair – Where you are confined to a wheelchair and, due to either physical weakness or mental impairment, you must travel with your own wheelchair. Transportation with a wheelchair accessible vehicle will be provided. If you need an escort, please inform LogistiCare at the time you call in your reservation that you will have an escort with you. Wheelchairs are not provided by LogistiCare or their providers. Transportation of an escort is at no additional charge.

Drivers cannot come into your home, lift passengers, or take wheelchairs up and down stairs.  LogistiCare coordinates curb to curb service in the State of Iowa.

Yes, if you have a transportation provider you prefer, please mention this when scheduling your trip.  LogistiCare will note the request on the trip and will do everything we can to honor your request, depending on availability of the transportation provider and/or if the preferred provider is a participant in our network.  Even though the request will be documented, trip assignment will be based on routing criteria that includes provider compliance. We do not guarantee that a preferred provider will be assigned based upon a request.

If you are an HCBS Waiver member and have a transportation provider specified under you care plan, you should notify the representative at the time of scheduling.