How Automated Reminder Calls Help Members
MTM Wisconsin is dedicated to efforts that improve the member experience. A recent enhancement is the addition of automated reminder calls for reservations, Level Of Need (LON) expirations, and recurring ride expirations.
Automated Reservation Reminder Call
During the initial reservation, an MTM agent will follow the reservation confirmation script and validate the member’s contact information. Twenty-four hours prior to the member’s scheduled appointment, the member will receive an automated reservation reminder call.
Automated Level Of Need Reminder Call
Two weeks prior to the expiration of a LON certification, the member will receive an automated reminder call. The member will be reminded of the date when their LON certification for their current mode of transportation (ambulance, specialized medical vehicle (SMV), public common carrier, or private vehicle transportation) will expire and informed to call MTM’s Reservations Line to renew their LON if they wish to continue in their current mode.
Recurring Ride Expiration Reminder Call
Two weeks prior to the expiration of a standing order or recurring ride, the member will receive an automated reminder call. The member will be reminded of the date when their recurring ride will expire and informed to call MTM’s reservations line to continue receiving rides for their recurring appointment. Also included in the reminder message will be the name of the current transportation provider. Please note, the transportation provider may change following the continuation of a recurring ride.