Frequently Asked Questions

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Derrick Austin
6 years ago
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1 Frequently Asked Questions This FAQ applies to all independent contractors ONLY in our network: How to become active in the OCCT+T network There are several documents that you must complete before you can begin receiving trips. These documents are time sensitive and will expire if not completed within the time frame allowed. This includes the following: FIRST RATE SHEET requiring your electronic signature Electronically sign the Rate Sheet that has already been sent to you. Many of you have already completed this step. If you have already electronically signed this document, then another (SECOND ) was also sent to you. You must electronically sign that document as well. The s will come from one of the following three addresses: 1. One Call Care Transport + Translate via DocuSign 2. Theresa Heldreth via DocuSign 3. Sean Medley via DocuSign Note: you will receive auto generated reminder s for each of the s sent until you complete the action being requested. SECOND CONTRACT ASSIGNMENT requiring your electronic signature Once you complete the First another will be sent to you. You need to electronically sign this document as well. It is the Contract Assignment. THIRD ACH AGREEMENT (DIRECT DEPOSIT) requiring your electronic signature Once you complete the Second another will be sent to you. You need to electronically sign this document as well. It is the ACH Form. TWO MORE S (not from DocuSign): Your access to the One Call Care Transport + Translate Provider Portal. Somewhere between THE FIRST AND THIRD S, you will receive two more s from registration@yourmsc.com. These s are what give you access into the Provider Portal. One of these s will be your Portal Username. The other will be your Portal Password. Page 1

2 FINAL Welcome Shortly thereafter, you will receive a Welcome which will include several documents outlining how to utilize the Portal, how to bill your trips, etc. It will include everything you need to know about how to work with One Call Care Transport + Translate. Please note you can only complete the specific section you are being prompted to complete (i.e., one at a time). You cannot complete the entire DocuSign in one sitting and you cannot skip ahead. It will take approximately 2 days to complete the forms. If you choose to decline the DocuSign and opt to not be part of our network, please do not reply to the you received. Please decline in the DocuSign itself. Payment Schedule As of April 29, our payment scheduled was changed to issue payments every Monday, as long as you have payments due. Your payment terms will continue to be 15 days as they are today; however, payments will be issued every week instead of every two weeks. This means you will be paid quicker than you have been historically. Exception: If the Pay Date is on a holiday and our offices are closed, the Pay Date will move to the next day, Tuesday. What is an override? Overrides are when a manual adjustment is made to your contracted rates by one of our staff. This would include the addition of items not included in your contracted rates; such as tolls, parking, and dead miles. It would also include adjustments to wait time that exceeds 5.75 hours. How and When to request an override? We know there are times when the costs would simply prohibit you from accepting a trip without the reimbursement for tolls, for example. In New York City, there are times when tolls can cost as much as $20 one way. As a rule, however, we are very diligent to pay according to your contracted rates and do not deviate from that practice. Overrides for wait time. The only time you need to request an override for wait time is when your total wait time exceeds 5.75 hours. In these cases, the portal will not allow you to close Page 2

3 (bill) your trip with more than 5.75 hours until our Accounts Payable staff approves and updates the file. Once this override has been completed, the portal will allow you to close the trip with the wait time that has been approved. Please allow up to 48 hours for this process. When is wait time paid One of the BIG changes that we trust you will be pleased with is the change in Wait Time policy. Under the new One Call Care Transport + Translate business model, we are granting you the ability to bill us for wait time in situations where you believe Wait Time is appropriate to provide great service to the Injured Worker. This means that Wait Time will no longer be preauthorized or established when a trip is offered to a Provider. Rather, it is now up to you, as the Provider, to determine whether or not Wait Time should logically be included to provide superior customer service to the Injured Worker. When you deem that Wait Time is appropriate, you simply provide that service and bill us on the portal accordingly. Wait Time: Call in at 1.5 hours and again at 5.75 hours You need to call us if Wait Time goes over 1.5 hours and again if the Wait Time reaches 5.75 hours. All services where you have waited should be billed on the Portal within 24 hours of the completion of the service. When invoicing, you can select the number of hours in 15-minute increments up to 5.75 hours. Services with less than 5.75 hours do not require an Override. Any Wait Time above 5.75 hours will require a request for Override (see When and How to request and Override above). Parking and Tolls Parking and Tolls are not part of our standard rate model any longer. You can, however, request an override for parking and tolls in advance from your Provider Relations Specialist at the time of the scheduling call, before accepting. If they deem it necessary, they will add the ability for you to bill us for the parking and/or tolls. Or, if the file appears on your portal and you feel toll payment would be appropriate, you can reject the file and a Provider Relations Specialist will contact you. Dead Miles Dead miles are no longer paid. Page 3

4 Payment history and payment detail Your payment history and pending payments can be found on the provider portal under the Payment tab. How is mileage calculated? Mileage is calculated based on the number of miles from the pickup location to the appointment location. Currently, Microsoft Bing is used to determine the number of miles. Your miles may differ from Microsoft Bing--sometimes it may be more and sometimes it may be less. We have to be able to justify a consistent reporting of mileage to our clients and therefore utilize a nationally recognized tool for determining mileage. Confirmations Process There are three confirmations for each trip: Confirmations are due (exclamation marks appear) between 96 and 72 hours prior to the pickup time, again between 24 and 12 hours before the pickup time, and lastly, 4 to 2 hours before the pickup time. 96 and 72 Hour Confirmation. It is highly recommended that you confirm the trip between 96 and 72 hours. 24 and 12 Hour Confirmation. If you do not make the confirmation between 24 and 12 hours, the trip will be removed from your schedule and given to a different provider. If you do not confirm the trip at this time, we are assuming you have forgotten about it you have to let us know you re on top of it by confirming it at 24 hours. **Vendor Final** There is one last confirmation which we used to complete by phone: the Vendor Final confirmation can be completed between 4-2 hrs prior to pick up. Once again, it is highly recommended that you make this confirmation but as of this time, we will not remove the trip from you if this is confirmation has not been completed. I see the trip on the portal, but there s no exclamation mark! An exclamation mark appears only when a confirmation is due. Exclamation marks appear between 96 and 72 hours prior to the pickup time, between 24 and 12 hours before the pickup time and again between 4 and 2 hours before pickup time. Page 4

5 I can log in to my portal but there are no trips If you have access to the portal and there are no trips showing, it is the result of one or three circumstances: 1. There are no trips currently assigned to you. 2. Or, you have access to the portal but you are not active as a provider. In this situation, see the FAQ, How to become active in the OCCT+T network. 3. If you do not make the confirmation between 24 and 12 hours, the trip will be removed from your schedule and given to a different provider. If you do not confirm the trip at this time, we are assuming you have forgotten about it you have to let us know you re on top of it by confirming it at 24 hours. How long do I have to wait to get calls for work? If there is work in your area the system will auto assign trips based on the following parameters: Pulls all providers with the same type of service being offered (i.e., Sedan) Pulls all providers within 25 miles of the pickup location Pulls all providers that do not already have more trips than their capacity states they can handle Pulls all providers with a high success ratio Offers the trip to the lowest cost provider Injured Worker s assigned to a single provider One of the changes from our transition to One Call Care Transport + Translate is the assignment of injured workers to a single provider. There are times when you may not be able to take a regularly scheduled injured worker. As long as the trip you decline is not currently the last trip in our system for that injured worker, you will continue getting all future trips. If the trip you decline is currently the last trip in our system, then all future trips will automatically be assigned to that provider. Page 5

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