The Provider Portal
When will we receive access to the portal?
You will receive access to the Provider Portal upon completion of the credentialing and training process.
What do I do if I have an incorrect address in my portal?
If you are experiencing any issues with incorrect addresses in your portal, please send the specific example to email@example.com or contact your regional point of contact. The faster that we know that there is a problem, the faster that we can turn it around and correct the address in the system.
What do I do if I believe that the mileage for a trip in my portal is incorrect?
Mileage may differ on the first and second leg of a trip due to slight differences in routing such as the location of freeway exit. However, providers can submit mileage adjustments through the portal when they are finalizing their trips if they believe that the mileage for a trip is incorrect.
Is the Veyo portal optimized for mobile access?
Veyo’s provider portal is usable from mobile devices. We are planning updates that will improve and optimize the experience.
Is the Provider Portal compatible with safari?
Yes, the Provider Portal is compatible with Safari. We recommend using Google Chrome, but it’s compatible with all browsers.
In the Veyo portal, do I accept or decline a complete trip or each individual leg of a trip?
We will assign all legs of a trip together. Providers are expected to accept all legs of a trip.
Do we need to scan manifests and email/fax them to you?
No, we do not require you to scan and email manifests if you are using the Veyo app. All final trip details can be taken care of in the Provider Portal. We do recommend that you keep your manifests in case of a discrepancy or grievance.
If you are not using the Veyo app, you will be required to fax, email, or mail your trip logs to Veyo.
How are vehicle inspections managed?
After our initial onboarding, we will be able to individually manage providers and their vehicle inspections. Those inspections will be done on site.
Would we still send trips to a Provider if they are showing overcapacity in the portal? If so, would we notify the Provider and how?
Veyo will not automatically send trips to the Provider if the system shows them at overcapacity. If a situation arises where the additional service is needed, an agent would contact the Provider by phone to see if they can accommodate the trip.
How long are user login sessions in the Veyo portal? Will the portal time out after a certain amount of time? How will I know if I have trips in the portal to dispatch?
User login sessions are active for 30 minutes. After that, the user may need to log back in. At this time, we do not have SMS alerts for new trip assignments, but we are investigating this feature for future enhancements.
How long does a Provider have to submit finalized trip data?
Veyo contacts providers that have not finalized trips that occurred more than two weeks ago. We strongly advise Providers to finalize trips on a daily basis to ensure timely payment. Trips for the week must be finalized by Saturday at 5PM PST/8PM EST in order to receive payment for that week’s trips.
Will you be assigning existing blanket trips to providers that are servicing them now?
If participants have requested a preferred provider, we will do our best to match participants with their preferred providers. When we validated blanket trips, this was one of the questions asked of the participant.
How far out in advance are blanket trips able to be scheduled? 90 days? How far in advance can a Provider Accept trips in the Veyo Portal?
Trips may be scheduled up to 30 days in advance. In the case of blanket trips, subsequent trips can be set up beyond the 30 day window. Trips are assigned to Providers a maximum of 10 days before the trip date. As we gather feedback from Providers, we may adjust that window to better suite planning needs.
Is it possible to select all trips for a single participant at once? (e.g. blanket trips)
Yes. To view all of the trips for a single participant, remove the date filter and filter by “Member Name.”
Does Veyo have an automated call system that will call the client the night before?
Yes, Veyo has an automated appointment reminder system that will send a reminder to the participant the night before.
Will Veyo be providing confirmations to the participants or are providers responsible for providing confirmations?
An automated confirmation will be sent out to the participants when they book the appointment. In addition, providers can choose to call participants the night before as a courtesy, and to ensure that they are still going.
What are the scenarios where Veyo would call a Provider vs. expecting them to obtain information through our portal? What is the expectation for how long a Provider should take to Accept or Decline a trip?
We will only contact a Provider for on-demand trip assignments. In all other cases, Providers are expected to accept or decline trips through the portal. If a trip you have accepted has been cancelled, you will receive an automated message regarding the cancellation. Providers should aim to accept or decline trips within 3 business hours.
Are Providers able to adjust driver trip assignments after the fact? Real-time adjustments on the fly are a reality for many Providers and they may not have time to update the portal immediately.
Providers can adjust driver trip assignment at any time prior to trip finalization. We recommend that Providers finalize trips at the end of each day to simplify their record keeping.
Can we import RouteMatch trip and finalization data into the Veyo Portal for Public Transit Providers?
We will contact RouteMatch to investigate integration options. We would like to simplify the process for the Public Transit Providers.
Some Public Transit Providers are not comfortable uploading driver information in our portal, as they are public employees that work for the City, not Veyo. Are all “required” data fields for drivers truly required for drivers to complete trips?
Yes, to be compliant with CMS each driver needs to be checked monthly against the OIG/HHS List of Excluded Individuals and Entities. This list requires the first name, last name and date of birth of each driver. In addition, we require an MVR and Driver’s License information in order to maintain our credentialing process and stay compliant.
Is it possible to accept multiple trips at the same time, even if the trips are on different days?
Yes, you can select multiple trips at a time.
When I’m viewing trips that are awaiting confirmation, does it show all the trips that are awaiting confirmation or just ones for a specific date?
When you’re viewing trips that are awaiting confirmation, all trips are shown, but you can sort them by date.
Can you send a copy of the export for our software developer?
The export is in excel. You will be able to download the export and share it with your software developer once you have access to the portal.
Is it possible to export trips for a specific day? Or does the system automatically export everything you have accepted?
Yes, you can export trips for a specific day.
Can providers multi-load?
Yes, you are able to multi-load. You can accept trips based on pickup times and locations and create your own manifests to multi-load them to optimize routes. Please note that multi-load manifests will not be automatically created by the system.
Can we export trips that are awaiting confirmation?
No. Due to HIPAA reasons, you cannot export trips that are awaiting confirmation.
How will you designate if a participant is in a wheelchair yet can transfer to a car on their own?
Currently, the participant will be tagged as Wheelchair and will appear under Wheelchair trips.
How are pick-up times decided for trips?
The system calculates the pickup time to be one hour before the appointment time. You will see the appointment time listed with the trip and can arrange your schedule as needed.
Will we be able to view the appointment time?
Currently, appointment time is not listed (you can view pickup time, which is 60 minutes before appointment time.) Appointment time will be added after launch.
Can the appointment times be adjusted by a provider or does it have to be adjusted by a caseworker?
No, the appointment times cannot be adjusted by the provider. The Appointment time is set up by either the caseworker or the participant.
Will we be compensated for no shows?
No. The state does not pay out for participants who do not show for their trip.
Does every trip (even short ones) need to be picked up an hour before the appointment time?
Yes, we recommend picking each participant up an hour before their appointment time. This allows them to get to their appointment early and leaves room in case there are any issues.
How does Veyo deal with poor weather conditions?
Since reservations are made in advance, it would be difficult to predict poor weather to allow for a longer pickup window. If severe weather is occurring, we may cancel or reschedule trips as necessary.
How do you calculate trip length?
We use Google to calculate the best route. Payment is based on the exact mileage from Google.
What does auto-confirmation mean?
With the auto-confirmation feature, providers can let us know who are their regular participants. Whenever we send you a trip assignment for that participant in the future, those trips will be auto-accepted. If this is not a good solution for you, you don’t have to add any of your participants.
Why does the portal require a unique phone number and email address for me to add drivers?
The portal requires a unique phone number and email address in preparation for the upcoming Veyo provider app. This is an important security feature to track which driver is completing trips. Veyo will not contact individual drivers using this phone number or email address, and providers are welcome to create and manage email accounts on behalf of their drivers.