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Starting July 1, 2025, non-emergency transportation arrangements for HMSA QUEST members will be provided by HMSA’s new partner, Modivcare.
Here’s more information:
Who is Modivcare? How will this change impact me?
Modivcare is a leading provider of non-emergency transportation services nationally and has more than 15 years of experience locally.
Starting June 3, the Modivcare call center will accept and coordinate new QUEST travel requests for July 1 or later. HMSA will continue to accept requests for travel dates starting July 1, but they will be booked by Modivcare upon the transition starting June 3.
What type of transportation is covered?
Rides are only for covered medical services when no other form of transportation is available. Rides provided through family or friends, community agencies, bus passes, and the Handi-Van will be explored first. With approval for higher level transportation needs, arrangements can be made for taxis that accommodate all levels of mobility.
Air, lodging, and meal reimbursements can also be arranged for medically necessary referrals on a different island.
Who can schedule a trip?
We recommend that you continue to request non-emergency travel through your provider during this transition period. Modivcare will be available by phone and you can reach them using the HMSA phone number on the back of your membership card.
In the future, we’ll have new tools available for members to manage their travel. Stay tuned!
As a reminder, if your appointment requires prior authorization, travel requests cannot be arranged until authorization has been approved. Work with your medical provider to obtain prior authorization first. Details about which services need prior approval can be found in your member handbook.
How far ahead should I schedule a trip?
Please work with your provider to request travel with as much lead time as possible. We ask for a minimum of two business days for ground transportation and seven business days for trips that include air travel. Exceptions may be made for urgent visits.
How do I contact Modivcare? What are their hours of operations?
Please continue to call the number on the back of your HMSA membership card for non-emergency travel inquiries. Starting in July, our phone system will be updated to transfer you to Modivcare. Modivcare’s hours are the same as HMSA’s business hours, 7:45 a.m. to 4:30 p.m., Monday through Friday.
