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Transportation Frequently Asked Questions

  • Sunshine Health contracts with LogistiCare to administer all non-emergent medical transportation services for our Medicaid and Child Welfare members.
  • Sunshine Health contracts with Alivi to administer all non-emergent medical transportation services for our Long Term Care members.

Sunshine Health takes a proactive role in improving the quality of care our members receive. This includes ensuring that they can access the care they need in a safe and compliant manner.

LogistiCare serves as Sunshine Health’s administrator for all non-emergent transportation operations for Medicaid and Child Welfare plans. This includes verifying the member’s eligibility, trip purpose and mode of transportation. The following transportation services are offered at no cost to Sunshine Health members:

  • Outside the county in which they live as long as it is within the state of Florida.
  • Outside the state of Florida to contiguous states or more than 100 miles one way when authorized by Sunshine Health.
  • From an emergency room to the member’s residence.
  • From one hospital to another hospital.
  • From a hospital, skilled nursing facility (SNF) or rehabilitation facility to the member’s home.
  • From a member’s home to a SNF.
  • From a SNF to a covered service and back to the SNF.
  • From a SNF to another SNF or rehabilitation facility.
  • From a member’s home to hospital for a planned elective procedure or service.
  • To a pharmacy after a provider appointment or upon discharge from an acute hospital, SNF or rehabilitation facility.
  • From a member’s home and back to other covered health care services.
  • Services are available 24/7, 365 days a year. There are no limits on the number of non-emergent transportation services a member may receive.

Alivi serves as Sunshine Health’s administrator for all non-emergent transportation operations for Long Term Care plans. This includes verifying the member’s eligibility, trip purpose and mode of transportation. The following transportation services are offered at no cost to Sunshine Health members:

  • Outside the county in which they live as long as it is within the state of Florida.
  • Outside the state of Florida to contiguous states or more than 100 miles one way when authorized by Sunshine Health.
  • From an emergency room to the member’s residence.
  • From one hospital to another hospital.
  • From a hospital, skilled nursing facility (SNF) or rehabilitation facility to the member’s home.
  • From a member’s home to a SNF.
  • From a SNF to a covered service and back to the SNF.
  • From a SNF to another SNF or rehabilitation facility.
  • From a member’s home to hospital for a planned elective procedure or service.
  • To a pharmacy after a provider appointment or upon discharge from an acute hospital, SNF or rehabilitation facility.
  • From a member’s home and back to other covered health care services.
  • Services are available 24/7, 365 days a year. There are no limits on the number of non-emergent transportation services a member may receive.

·         One round trip per month for non-medical trips like shopping or social events.

As a Sunshine Health network provider, you may be asked to identify transportation needs, set-up Standing Order trips or assist members with completing their mileage reimbursement trip logs. Your transportation-based activities on behalf of our members will be managed through LogistiCare’s and Alivi’s secure, online portals. We encourage you to visit either the LogistiCare or Alivi website to create your account. 

Members can call LogistiCare or Alivi at any of these numbers or schedule trips through the LogistiCare secure member portal or the Alivi secure member portal. If the member opts to use the online portal, they must schedule one initial trip through the call center first.

Request transportation

Plan type

Reservation Phone Number

Ride Assistance Phone Number

Medicaid

1-877-659-8420 (TTY 1-866-288-3133)

1-877-659-8421 (TTY 1-866-288-3133)

Child Welfare

1-877-659-8420 (TTY 1-866-288-3133)

1-877-659-8421 (TTY 1-866-288-3133)

Long Term Care

1-888-863-0248  (TTY 711)

1-888-863-0248  (TTY 711)

There are three types of transportation services available to Sunshine Health plan members:

  1. One-time transportation requests. Routine appointments require a 24 hour notice and scheduled one (1) day prior to the appointment.
    • Health plan members can make reservations one of two ways:
      • Call the Reservation Centers (see above)
      • Access either the LogistiCare or Alivi secure member portal
  2. Standing orders are trips that are on a recurring, regular basis. Facilities and providers will schedule standing orders on behalf of plan members. These requests can be processed through either LogistiCare’s or Alivi’s provider secure portal. If you need assistance completing a standing order request, please call either the LogistiCare Facility Line at 1-866-252-1566 or Alivi at 1-888-863-0248.
  3. Will Call/Ride Assist: If a trip is arranged and the return time is uncertain, it is scheduled as a “Will Call.” When the member is ready to be picked up, they call Ride Assist. Hours of operation are 24/7/365. Expected response time is five to 90 minutes.

LogistiCare and Alivi will provide four (4) modes of non-emergent transportation:

  • Ambulatory for members who can enter and exit a vehicle with minimal to no assistance. Ambulatory vehicles include public transit buses, vans, sedans, mini-vans, and taxis.
  • Wheelchair for members who have a disabling physical condition which requires the use of a wheelchair, walker, cane, crutches, or brace and are unable to use a taxi or public transportation.
  • Stretcher for members who need transport assistance to and from the vehicle and provider in a reclining position. No flashing lights, sirens, or emergency equipment is required.
  • Non-Emergent Basic Life Support/Advanced Life Support for members who need basic or advanced life support services to be safely transported. Conditions that may warrant this type of transportation include when the member is continuously dependent on oxygen that must be administered by trained personnel, receiving IV treatment, is heavily sedated or comatose, or classified as an American Heart Association Class IV patient with heart disease.

Yes. Reimbursement is available per mile. To qualify for reimbursement, the member must call LogistiCare or Alivi at any of the following numbers Monday through Friday Eastern between 8 a.m. and 5 p.m. up to 30 days in advance but no later than the day of the appointment. Back dated mileage reimbursements are not allowed.

Mileage Reimbursement Lines
Plan Type Mileage Reimbursement Phone Number

Medicaid

1-877-659-8420 (TTY 1-866-288-3133)

Child Welfare

1-877-659-8420 (TTY 1-866-288-3133)

Long Term Care

1-888-863-0249 (TTY 711)

When the member calls in their reservation, they should provide the vendor with the name and mailing address of the person to whom the reimbursement is to be made payable. Once the trip is verified, the member will be issued a Reference Number. This Reference Number becomes the member’s Mileage Reimbursement Trip/Job number. Members will only be reimbursed for trips on their Mileage Reimbursement Trip Log that includes this number.

All Mileage Reimbursement Trip Logs for Medicaid and Child Welfare plans should be mailed to LogistiCare for payment at:

LogistiCare Claims Department
503 Oak Place, Suite 550
College Park, GA 30349

Mileage Reimbursement Trip Logs for Long Term Care should be mailed to Alivi for payment at:

Alivi Claims Department
2290 10th Avenue N, 6th Floor
Lake Worth, FL 33461

Each log must be filled out correctly and completely before the member will be reimbursed. Fields include the trip date, medical provider name and phone number, physician/clinician signature, and total number of miles driven associated with that particular visit. Each date of service must have a physician or clinician signature in order for the reimbursement to be approved and must be confirmed with the physician’s office before payment will be made. 

Yes. Members and Providers are able to schedule and check the status of trips using LogistiCare’s Trip Manager for iOS and Android users.

Yes. Members are able to schedule the status of trips using Alivi’s mobile app for iOS and Android users.