Specifications include, but are not limited to: Explanation of Services to be provided and to whom: The Contractor agrees to: *Be available for transportation requests from 8:30 a.m. to 5:00 p.m., Monday through Friday, except on holidays. *Provide transportation and bill only for clients authorized by the Department. *Coordinate trips to provide the transportation services as efficiently as possible. *Meet all safety and liability requirements for its vehicles and employees as specified in MA-2910/3550, IX. B.G. *Maintain records documenting compliance with all vehicle and employee requirements specified in MA-2910/3550, IX. B.G. *Maintain a Contractor (or provider) Log of eligible client Medicaid Transportation information to ensure an accurate count of Medicaid eligible trips, transportation billing codes, and any other programmatic data to document compliance with the Medicaid Transportation Program. *Ensure that no more than one quarter of one percent of all trips are missed during the course of this contract year. *Meet on-time performance standards such that no more than 5% of trips are late for recipient drop-off to their appointment per month (past the recipient’s appointment time). *Make available the G137 (VERIFICATION OF RECEIPT OF MEDICAID COVERED SERVICE) to the drivers to give to the clients to have same form completed by the clients’ medical providers for written documentation of Medicaid covered services on the dates of transport. *Receive back the clients’ G137s and mail/drop off same forms as completed by the medical providers to the Stokes County Department of Social Services on a weekly schedule. *Report all “No Shows” on a daily basis (reporting “No Shows” from the previous workday is acceptable) and cancellations on a monthly basis. No shows will be invoiced separately. *Record all recipient complaints which deal with matters within the Contractor’s control, including date of the complaint, the nature of the complaint and what steps were taken to resolve the complaint. *Apply the provided and correct transportation billing codes on the Medicaid Transportation invoices to SCDSS for reimbursement purposes. Provide SCDSS the names of all owners, managers, management entities and subcontractors upon request. Billing/Payment is completed in NC TRACKS. *Report to SCDSS any changes such as insurance provider, business ownership, or management or exclusion from participation in Medicaid and/or Medicare. *Allow NC DHHS/DMA officials and SCDSS designated staff to monitor records to ensure that all contract requirements are met, which can include unannounced visits to Contractor’s place of business during normal hours of operation. *Not invoice for any driver waiting time. *Invoice mileage both ways for no-shows and cancellations that occur after normal business hours.