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Instructions While Offerors must demonstrate their ability to meet all requirements outlined in the Contract for Non-Emergency Medical Transportation Coordinator Services (ATTM 010) (“Contract”), this Attachment identifies specific priorities of SCDHHS that focus on achieving operational efficiencies and optimizing existing processes. Offerors should consider approaches that streamline service delivery, reduce administrative burden, and enhance cost-effectiveness within the framework of the minimum requirements.
To propose any efficiency improvements, Offerors must complete this Attachment, which will serve as the basis for any SCDHHS-approved modifications incorporated into the final Contract. SCDHHS reserves the right to accept, reject, or negotiate any proposed efficiencies and may adjust the selected Offeror’s submitted Attachment to reflect only those improvements approved by SCDHHS. Prior to incorporation into the final Contract, SCDHHS may engage in negotiation with the selected Offeror to clarify, refine, or modify proposed efficiencies to ensure alignment with program goals and operational feasibility.
Areas of Efficiency and/or Enhancement
| Ongoing Member Engagement and Education Section 4.6. of ATTM 010 |
| The Contractor is responsible for informing and educating Members, counties, health care providers (including dialysis centers), provider associations, community-based organizations (including, but not limited to, area agencies on aging) and consumer representatives about the NEMT services. |
| Contact Center Operations Section 4.7. of ATTM 010 |
| The Contractor must establish and maintain a staffed contact center to respond to requests and questions from Members, Member designated representatives, Medical Providers, Transportation Providers, and SCDHHS. |
| Transportation Timely Access Standards Section 5.3. of ATTM 010 |
| The Contractor must ensure that Members arrive on time at pre-arranged times for appointments and are Picked-up on time at pre-arranged times. |
| Contractor Credentialing of Transportation Providers for Network Participation Section 6.6. of ATTM 010 |
| The Contractor will operationalize a credentialing and re-credentialing process to add and maintain Transportation Providers to its network that will apply to all network providers, including drivers and attendants, to ensure that those requiring licensure/certification under the scope and terms of the Contract are qualified to perform covered services. |
| Payments from Contractor to Transportation Providers Section 6.11. of ATTM 010 |
| The Contractor must provide timely and accurate payment to each contracted Transportation Provider for the services rendered. |
| Prior Authorization Section 8.2.1. of ATTM 010 |
| The Contractor must document that it is capable of performing all tasks related to authorizing NEMT for Members. The Contractor’s primary objective will be to provide NEMT services in accordance with federal and state laws, regulations, policies, interpretations, and procedures. |
| Scheduling and Dispatching Software Section 8.3. of ATTM 010 |
| The Contractor shall utilize an automated method to schedule Member trips and shall ensure that dispatching activities are performed efficiently. The scheduling method used must be capable of accommodating all covered trips including, but not limited to recurring trips, standing orders (methadone overage through Opioid Treatment Programs), one-time trips, advance reservations, inpatient facility discharges (including but not limited to hospitals, emergency rooms, and psychiatric facilities) trips which require prior authorization, and requests for urgent trips. |
| Waiting and Riding Times Section 9.1.2. of ATTM 010 |
| The Contractor must work to minimize the Member’s waiting and riding times to and from a Covered Service. |
| Complaints Section 10. of ATTM 010 |
| The Contractor must maintain a Complaint process which allows Members the opportunity to communicate issues with the Contractor or Transportation Providers and meets all Contract requirements. |
| Website and Mobile Application Section 12.1. of ATTM 010 |
| The Contractor must provide and maintain a user-friendly public website and mobile application (e.g., for computers and smartphones) including, but not limited to information for Members, Transportation Providers, and Medical Providers about available NEMT services, NEMT eligibility requirements, the Prior Authorization process, and how to access NEMT. |
| Member Database Section 12.2.2. of ATTM 010 |
| The Contractor must maintain a current Member database, which includes individual Member case notes designed to indicate specific transportation needs and other pertinent case facts required for ongoing transportation transactions, which is compliant with all applicable security and privacy standards. |
| Encounter Data and Reports Section 12.2.3. of ATTM 010 |
| The Contractor shall collect and log detailed Encounter Data for each NEMT trip it coordinates. The Contractor shall provide only information approved by SCDHHS and in a format approved by SCDHHS. |
| Table Key | |
| RFP Subsection | Section of the RFP Document. Example: B1 Contractor Administrative Requirements |
| Contract Subsection | Section of the Contract (ATTM 010) Example: 4.6 Ongoing Member Engagement and Education |
| Efficiency Description | Brief description of optional efficiency and the impact to the Offeror's base response |
Optional Efficiencies
| ATTM 011 - CONTRACT EFFICIENCY | | |
| RFP Subsection | Contract Subsection | Enhancement Description |
Validation
| RFP Subsection | Contract Subsection | Enhancement Description |
| B2. Member and Medical Provider Services | 4.6. Ongoing Member Engagement and Education | |
| B3. Network | 4.7. Contact Center Operations | |
| B4. Transportation Providers | 5.3. Transportation Timely Access Standards | |
| B5. Transportation Services | 6.6. Contractor Credentialing of Transportation Providers for Network Participation | |
| B6. Administration and Management | 6.11. Payments from Contractor to Transportation Providers | |
| B7. Complaints | 8.2.1. Prior Authorization | |
| B8. Information Technology | 8.3. Scheduling and Dispatching Software | |
| 9.1.2. Waiting and Riding Times | |
| 10. Complaints | |
| 12.1. Website and Mobile Application | |
| 12.2.2. Member Database | |
| 12.2.3. Encounter Data and Reports | |