First Amendment to the Iowa Department of Human Services 
Non-Emergency Medical Transportation Broker for Fee for Service Population Request for Proposal

This Amendment to RFP Number MED-23-003 is effective as of November 22, 2021.  The RFP is amended as follows:

Revision 1.  Section 2.1, Issuing Officer, is hereby deleted and replaced as follows:
Shannon Mueller
Iowa Department of Human Services
Fiscal Management, Floor 1
1305 E Walnut St
Des Moines, IA 50319
Phone:  515-393-8408
MED-23-003@dhs.state.ia.us

Revision 2.  Attachment G: Sample Contract, Section 1.3.2.5.1, Transportation Network Providers "c", is deleted and replaced as follows:
c. Non-emergency transportation services are available to eligible Medicaid recipients who are unable to obtain transportation to a Medicaid-covered services or make arrangements through any other available means. Medicaid reimburses for non-emergency transportation services that are provided by any of the following: 
•	Commercial airlines. 
•	Non-emergency medical vehicles (Wheelchair or stretcher vans). 
•	Taxi. 
•	Transportation network companies.( Uber or Lyft) 
•	Private vehicle. 
•	Private Non-profit agencies. 
•	Multi-load passenger van. 
•	Mass transit and public transportation systems. 
•	Ground and air ambulances. 
•	Ground ambulances subcontracted for use as Stretcher vans.

Revision 3.  Attachment G: Sample Contract, Section 1.3.2.9 NEMT Grievance & Appeal System "g", is deleted in its entirety.

Revision 4.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "c" is hereby amended as follows:
c. The Broker shall schedule and make transportation arrangements for same day mileage reimbursement Trips 100% of the time.

Revision 5.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "d" is hereby amended as follows:
d. The Broker shall schedule and make transportation arrangements Urgent Care Transportation Services 100% of the time.

Revision 6.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "e" is hereby amended as follows:
e. Members shall arrive on time for their medical appointments 95% of the time.

Revision 7.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "f" is hereby amended as follows:
f. The Broker shall maintain a service level (SL) percentage of at least eighty percent (80%) for incoming calls. The SL will be calculated by the following formula:

SL = ((T – (A + B) / T) * 100)

Where		T = all calls that enter the queue
A = calls that are answered after 30 seconds
B = calls that are abandoned after 30 seconds

Revision 8.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "g" is hereby amended as follows:
g. The Broker shall respond to at least ninety percent (90%) of telephone inquiries, excluding billing inquiries, during the initial call.

Revision 9.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "h" is hereby amended as follows:
h. The Broker shall respond to at least 90 percent of written, faxed, or e-mailed inquiries within three (3) Business Days of receipt excluding bill inquiries. If a complete response cannot be made within three (3) Business Days, provide an interim response within the first three (3) Business Days and every three (3) days thereafter until resolved. Provide final resolution of 100 percent of inquiries within 15 Business Days.

Revision 10.  Attachment G, Sample Contract, Section 1.3.4.9.1  Performance Measures for Call/Service Center "i" is hereby added to the RFP:
i. The Broker shall assure that at least ninety five percent (95%) of bill inquiries will be responded to by phone or in writing within two (2) Business Days. One hundred percent (100%) of bill inquiries will be responded to by phone or in writing within three (3) Business Days.