What is the biggest difference between the branch protocol for Medicaid medical rides today and the brokerage?
A. The biggest difference is who does the authorization and verification of the rides and how the management of the center is structured. In the fee-for-service system, it is up to staff at the branch to verify client eligibility, appointment eligibility, check ride resources of the client and then to authorize the appropriate transportation based on client needs using the most cost-effective provider. The staff member may be a case manager or it could be a clerical person—that structure is not standardized. Also the person may or may not have received any formal training. In the brokerage model, the authorization and verification is managed by contract. Transportation providers are contracted through the brokerage. The brokerage has professional call takers trained specifically to perform the duties of the call center. They receive ongoing customer service training, and they use professional call center software with a manager onsite to assist. The transportation providers are contrac
