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 EMAIL: 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 email (SECOND EMAIL) was also sent to you. You must electronically sign
that document as well.
The emails will come from one of the following three email 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 emails for each of the emails sent
until you complete the action being requested.
SECOND EMAIL: CONTRACT ASSIGNMENT requiring your electronic signature
Once you complete the First Email another email will be sent to you. You need to
electronically sign this document as well. It is the Contract Assignment.
THIRD EMAIL: ACH AGREEMENT (DIRECT DEPOSIT) requiring your electronic signature
Once you complete the Second Email another email will be sent to you. You need to
electronically sign this document as well. It is the ACH Form.
TWO MORE EMAILS (not from DocuSign): Your access to the One Call Care Transport + Translate
Provider Portal.
Somewhere between THE FIRST AND THIRD EMAILS, you will receive two more emails
from registration@yourmsc.com. These emails are what give you access into the
Provider Portal. One of these emails will be your Portal Username. The other email will
be your Portal Password.
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FINAL EMAIL: Welcome email
Shortly thereafter, you will receive a “Welcome” email 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 email 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 email 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
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(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.
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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.
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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.
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