Modivcare — Architecture Map

01

Enterprise Overview

Modivcare Inc. (formerly Providence Service Corporation; formerly LogistiCare) is a vertically integrated supportive-care platform built primarily through acquisition. It runs three business segments — Non-Emergency Medical Transportation (NEMT), Personal Care Services (PCS), and Monitoring — on a heterogeneous AWS-primary substrate inherited from a decade of M&A.

34M

Members Served

36.8M

Trips Per Year

48 + DC

States Covered

6,500+

Transport Providers

2.2M

Monthly Contacts

Headquartered in Denver, Colorado, Modivcare generated $2.79 billion in service revenue in FY2024 and employs approximately 20,160 people. The company emerged from a prepackaged Chapter 11 bankruptcy on December 29, 2025, eliminating $1.1 billion of its $1.4 billion debt load through a debt-for-equity swap. Former first-lien creditors now own 98% of the equity; the company is now privately held with $300M in funded debt and $100M of fresh capital earmarked for technology investment.

The architecture is best understood as a broker platform, not a fleet operator. State Medicaid agencies and Medicare Advantage plans pay Modivcare on capitated (PMPM) or fee-for-service terms; Modivcare in turn dispatches trips to an independent provider network and adjudicates the resulting claims. The platform stack — Mobility Access Platform for member orchestration, WellRyde for provider dispatch, MARA for self-service contact center automation, and the Integration Hub for partner APIs — sits on top of a multi-account AWS organization with dozens of accounts at "vastly different cloud maturity levels."

Lineage in one line

Providence (2007) → acquired LogistiCare → acquired Circulation (2018, $46M) → acquired Simplura ($575M), CareFinders ($340M), VRI ($315M), WellRyde, Guardian Medical Monitoring, Higi → rebranded as Modivcare (Jan 2021) → Chapter 11 (Aug 2025) → emerged private (Dec 29, 2025).

02

Business Segments

Three reportable segments built on largely independent technology stacks. NEMT is the broker-orchestration core (~70% of revenue); PCS is the in-home care arm assembled from Simplura/CareFinders (~27%); Monitoring is the device-and-vitals layer rolled up from VRI, Guardian Medical Monitoring, and Higi (~3%).

Diagram 1 — Modivcare Segment Tree (FY2024 revenue mix)

graph TD
    MODV["Modivcare Inc.
$2.79B revenue
~20,160 employees"]

    MODV --> NEMT["NEMT Segment
~$1.96B (70%)"]
    MODV --> PCS["Personal Care
~$754M (27%)"]
    MODV --> MON["Monitoring
~$84M (3%)"]

    NEMT --> MAP["Mobility Access
Platform"]
    NEMT --> WR["WellRyde
Dispatch"]
    NEMT --> MARA["MARA
Contact Center"]
    NEMT --> MAPP["Member App
4.5+ stars"]

    PCS --> SIMP["Simplura
(NY/NJ/PA/CT/MA/FL/WV)"]
    PCS --> CFIN["CareFinders
(NJ/PA/CT)"]
    PCS --> EVV["EVV Compliance
(21st Century Cures)"]

    MON --> VRI["VRI Platform
~155K patients"]
    MON --> GMM["Guardian Med
~50K patients"]
    MON --> HIGI["Higi Kiosks
6,000 stations"]

    style MODV fill:#201500,stroke:#ffcc44,color:#ffcc44
    style NEMT fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style PCS fill:#001a2a,stroke:#00aaff,color:#66ccff
    style MON fill:#1a0a2e,stroke:#cc88ff,color:#ddaaff
    style MAP fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style WR fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style MARA fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style MAPP fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style SIMP fill:#001020,stroke:#00aaff,color:#66ccff
    style CFIN fill:#001020,stroke:#00aaff,color:#66ccff
    style EVV fill:#001020,stroke:#00aaff,color:#66ccff
    style VRI fill:#100820,stroke:#cc88ff,color:#ddaaff
    style GMM fill:#100820,stroke:#cc88ff,color:#ddaaff
    style HIGI fill:#100820,stroke:#cc88ff,color:#ddaaff

NEMT — The Broker Core

Manages Medicaid transportation for 29.4M average monthly members across 120+ transportation programs. Modivcare is a broker, not a fleet — it contracts with 6,500+ independent providers. 40–50% of trip volume is standing orders (dialysis, recurring appointments).

$1.96B revenue / 36.8M trips / 100% from state Medicaid & MCOs

Personal Care Services

In-home non-medical support funded by Medicaid Long-Term Services and Supports (LTSS). Built from acquisitions: Simplura ($575M, 2020) and CareFinders ($340M, 2021). EVV compliance under the 21st Century Cures Act is a mandatory operational layer.

$754M revenue / +1.4% organic hours / +2.6% reimbursement

Monitoring — Highest Margin

Remote Patient Monitoring (RPM), Personal Emergency Response Systems (PERS), vitals, and medication management. ~37% gross margin. Combines VRI's clinical platform, Guardian Medical Monitoring's PERS network, and Higi's 6,000-kiosk retail footprint.

$84M revenue / 250+ integrated devices / 24/7 care centers

Org Change — May 2025

Both the CIO (Jessica Kral) and CFO (Barb Gutierrez) roles were eliminated in May 2025 as part of a "flattening" to embed automation and financial discipline across the segments. The technology team continues modernization work without a C-suite replacement — an unusual structure for a company this size.

03

NEMT Mobility Stack

The Mobility Access Platform is Modivcare's umbrella term for the NEMT technology stack — the back-end intelligent trip management engine, the member-facing channels, the provider-facing WellRyde dispatch system, and the AWS substrate underneath. Built on a hybrid of pre-Circulation LogistiCare infrastructure and Circulation's rideshare-style digital platform (acquired 2018, $46M), with progressive modernization from 2021 forward.

Diagram 2 — Mobility Access Platform Stack

graph TD
    subgraph Member["Member Channels"]
        MAPP["Member App
(React Native)"]
        WEB["member.modivcare.com
(React + CloudFront)"]
        IVR["MARA IVR / Voicebot"]
        SMS["SMS Notifications
(Twilio)"]
        FAC["TripCare
(facility scheduler)"]
    end

    subgraph Platform["Mobility Access Platform — Backend"]
        TM["Trip Management
Engine"]
        ELIG["Eligibility
Service"]
        AUTH["Trip Authorization
(rule engine)"]
        DISP["Multi-Modal
Dispatcher"]
        ACCUM["Ride
Accumulator"]
        BILL["Claims &
Billing"]
    end

    subgraph Provider["Provider Network"]
        WR["WellRyde
Dispatch Portal"]
        WRD["WellRyde Driver
App (GPS)"]
        TPP["Transportation
Provider Portal"]
    end

    subgraph AWS["AWS Substrate"]
        APIGW["API Gateway"]
        LAM["Lambda (Python)"]
        DDB["DynamoDB"]
        CF["CloudFront + S3"]
    end

    MAPP --> APIGW
    WEB --> CF
    WEB --> APIGW
    IVR --> TM
    SMS --> TM
    FAC --> TM
    APIGW --> LAM
    LAM --> TM
    TM --> ELIG
    TM --> AUTH
    AUTH --> DISP
    DISP --> WR
    DISP --> WRD
    WR --> TPP
    TM --> ACCUM
    TM --> BILL
    TM --> DDB

    style MAPP fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style WEB fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style IVR fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style SMS fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style FAC fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style TM fill:#201500,stroke:#ffcc44,color:#ffcc44
    style ELIG fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style AUTH fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style DISP fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style ACCUM fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style BILL fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style WR fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style WRD fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style TPP fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style APIGW fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style LAM fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style DDB fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style CF fill:#100808,stroke:#ff8c1a,color:#ffcc88

WellRyde — The Provider Dispatch Layer

Acquired from nuVizz, Inc. in May 2021 (price undisclosed). WellRyde is categorized as an Advanced Transportation Management System (ATMS) — a web-based SaaS dispatch platform used by the 6,500+ transportation provider companies in Modivcare's network. It processes ~16M trips annually through its portal at portal.app.wellryde.com and serves 2,000+ active customers (including transportation companies not affiliated with Modivcare — WellRyde is sold as standalone SaaS).

The WellRyde Driver mobile app (Android: com.modivcare.wellrydedriver; iOS App Store ID 1621667485) handles driver-side workflow: receive assignment, GPS check-in, geofenced status events (Enroute / Arrived / Pickup / Drop-off), e-signature capture, and offline mode. WellRyde's stack inherited mature Terraform/Terragrunt IaC practices from nuVizz — some of the most advanced in the Modivcare portfolio.

Member App — Highest-Rated in NEMT

The Modivcare / MyModivcare member app (iOS App ID 1560385849; Android com.modivcareriderapp) is the highest-rated app in the NEMT industry: 4.5+ stars with 5,900+ reviews. Built in React Native. Features include dual-payer enrollment (Medicaid + Medicare Advantage on one account), multi-beneficiary management, ride accumulator, fraud-prevention geofencing for mileage reimbursement, and multilingual support (English, Spanish; Polish, Mandarin, Cantonese, Russian in development). App users see 35% fewer complaints and 14% fewer missed trips than phone-only members.

Layer	Technology	Notes
Member mobile	React Native	Confirmed via job postings ("Expert in React Native")
Member web	React + CloudFront + S3	"Advanced proficiency in React applications via CloudFront and S3"
Backend services	Django (Python) + AWS Lambda	Catalyte case study confirms Django; Lambda Python from job postings
API edge	AWS API Gateway	REST API management for member & partner traffic
NoSQL data	Amazon DynamoDB	Trip state, accumulator, fast-path lookups
Relational data	SQL Server + Oracle + DB2	Legacy LogistiCare lineage (1990s-2000s enterprise RDBMS)
Caching	Redis	Session and hot-path data (Catalyte case study)
SMS / Voice	Twilio	Trip status notifications, member outreach
APM	Datadog	Application performance monitoring (Catalyte stack)
Provider dispatch	WellRyde (ATMS, web)	nuVizz acquisition; ISO 27001 / SOC 2 / HITRUST certified

04

Trip Lifecycle & EDI Flow

Every NEMT trip traverses a regulated lifecycle of EDI X12 transactions and provider-side telemetry. Eligibility is verified via 270/271 against state MMIS or MCO rosters; claims are submitted via 837P; remittance returns via 835. In between, the WellRyde Driver app generates the proof-of-service evidence (GPS breadcrumbs, timestamps, e-signature) required for clean claim adjudication.

Diagram 3 — End-to-End Trip Lifecycle

sequenceDiagram
    autonumber
    participant M as Member
    participant APP as Mobility Access
Platform
    participant MMIS as State MMIS / MCO
    participant WR as WellRyde
Dispatch
    participant DRV as Driver
(WellRyde App)
    participant PAY as Payer
(Medicaid / MCO)

    M->>APP: Trip request
(app / web / IVR / SMS / facility)
    APP->>MMIS: EDI 270 — Eligibility inquiry
    MMIS-->>APP: EDI 271 — Eligibility response
    APP->>APP: Trip authorization
(benefit, modality, geo)
    APP->>WR: Dispatch assignment
(up to 30 days ahead)
    WR->>DRV: Trip pushed to driver app
    DRV-->>WR: GPS telemetry
(~30s intervals)
    DRV-->>M: Real-time ETA + status
(geofence events)
    DRV->>WR: E-signature + drop-off
    WR->>APP: Trip completion record
    APP->>PAY: EDI 837P — Professional claim
    PAY-->>APP: EDI 835 — Remittance advice
    APP-->>WR: Provider payment
(EFT, 15–30 days)

EDI 270 / 271

Health Care Eligibility Benefit Inquiry / Response. In FFS states, queries the state MMIS to confirm active Medicaid status before authorizing a trip. In MCO states, runs against the MCO roster (typically loaded via daily EDI 834).

EDI 837P

Professional claim. Modivcare aggregates trip costs across the day's network activity and submits to the state MMIS or MCO. Trips bill under HCPCS codes T2002 (NEMT), T2003 (wheelchair van), S0215 (taxi), A0130 (wheelchair non-emergency).

EDI 835

Electronic Remittance Advice. Payer returns approved/denied trip lines and payment amounts. Modivcare reconciles against submitted claims and pays providers via EFT.

EDI 834

Benefit Enrollment & Maintenance. MCOs transmit member eligibility rosters to Modivcare on a scheduled basis (typically daily) so real-time 270/271 lookups can resolve from cache.

SLA — Provider Telemetry

Modivcare's published expectations for integrated third-party NEMT software: GPS updates at ~30-second intervals, trip status updates within ~15 minutes, billing automation via real-time or batch JSON over HTTPS. Trip assignments can be sent up to 30 days ahead of date of service. ~98% trip completion rate across the network.

05

Contact Center — MARA & Genesys Cloud

Deployed in April 2023, MARA (Modivcare Automated Reservation Assistant) is the conversational AI layer running on Genesys Cloud CX — procured via AWS Marketplace to draw against existing AWS committed spend. MARA handles the six primary member intents (book, confirm, cancel, change, mileage reimbursement, ride assistance) in English and Spanish, with keypad fallback, voice biometrics (Speaker ID via Google Cloud voice services), and an SMS-based Flashbook reservation channel.

2.2M

Monthly Contacts

2,600

Contact Agents

63%

Digital Engagement

-50%

IT Ticket Volume

-31%

Speed to Answer

Diagram 4 — MARA Contact Center Flow

flowchart TD
    M["Member
(phone / chat / SMS)"]
    GW["Genesys Cloud CX
(omnichannel router)"]
    SID["Google Voice
Speaker ID"]
    PEGA["Pega CRM
(profile lookup)"]
    MARA["MARA Voicebot
(6 intents)"]
    FB["Flashbook
(SMS reservation)"]
    CHAT["Web Messaging
(chatbot)"]
    AUTO["Auto-Resolved
(63% of contacts)"]
    AGT["Live Agent
(2,600 staff)"]
    ASSIST["Agent Assist
(AI suggestions)"]
    BACK["Mobility Access
Platform Backend"]

    M --> GW
    GW --> SID
    SID --> PEGA
    PEGA --> MARA
    GW --> FB
    GW --> CHAT
    MARA --> AUTO
    MARA --> AGT
    CHAT --> AUTO
    CHAT --> AGT
    AGT --> ASSIST
    AUTO --> BACK
    AGT --> BACK
    FB --> BACK

    style M fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style GW fill:#201500,stroke:#ffcc44,color:#ffcc44
    style SID fill:#001a2a,stroke:#00aaff,color:#66ccff
    style PEGA fill:#001a2a,stroke:#00aaff,color:#66ccff
    style MARA fill:#201500,stroke:#ffcc44,color:#ffcc44
    style FB fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style CHAT fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style AUTO fill:#0a1a0a,stroke:#00ff66,color:#66ffaa
    style AGT fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style ASSIST fill:#100820,stroke:#cc88ff,color:#ddaaff
    style BACK fill:#100808,stroke:#ff8c1a,color:#ffcc88

Genesys Cloud CX

Omnichannel CCaaS (voice, chat, SMS, email, fax, web messaging). Procured via AWS Marketplace — explicitly chosen to leverage existing AWS investments. Replaced an "unstable" legacy contact center stack that had been driving 65% of all IT tickets.

Live: April 2023 / Modules: WEM, Speech & Text Analytics, Voicebot, Chatbot

Pega CRM

System of record for member case and interaction history. Integrated with Genesys Cloud to maintain seamless data security as members move across channels. Drives profile matching, history lookup, and case context for both MARA and live agents.

Google Cloud Voice

Speaker identification / verification embedded inside MARA. Recognizes members by voiceprint — eliminating the need to enter Medicaid ID by keypad. Also provides ASR / TTS for the voicebot. A multi-cloud pattern: AWS primary, GCP for voice ML.

Quality Evaluations

Monthly quality assessments scaled from 6,000 interactions (pre-Genesys) to 24,000 with WEM speech & text analytics. Agent retention improved 86%; Agent Assist (AI suggestions to live agents) was in planned deployment as of late 2024.

06

AWS Substrate

AWS is Modivcare's primary cloud — confirmed via the Catalyte engineering case study, the Pulumi multi-account organization deployment, the Genesys Cloud AWS Marketplace procurement, and job postings explicitly naming Lambda (Python), API Gateway, DynamoDB, CloudFront, and S3. The footprint is sprawled across dozens of AWS accounts inherited from successive acquisitions, with "vastly different cloud maturity levels" and a mixed IaC reality that the platform engineering team is still actively unifying.

Diagram 5 — AWS Service Inventory (Confirmed)

graph TD
    subgraph Edge["Edge / Delivery"]
        R53["Route 53
(DNS)"]
        CF["CloudFront
(CDN)"]
        S3E["S3
(static assets)"]
    end

    subgraph Compute["Compute Layer"]
        APIGW["API Gateway
(REST)"]
        LAM["Lambda
(Python)"]
    end

    subgraph Data["Data Layer"]
        DDB["DynamoDB
(NoSQL)"]
        S3D["S3
(documents, exports)"]
        RDS["RDS / SQL Server
(legacy + new)"]
    end

    subgraph Identity["Identity / Secrets"]
        SM["Secrets Manager"]
        SSM["SSM Parameter
Store"]
    end

    subgraph IaC["IaC & Governance"]
        CFN["CloudFormation
(legacy)"]
        TF["Terraform +
Terragrunt"]
        CDK["AWS CDK"]
        PUL["Pulumi
(standardizing)"]
    end

    subgraph SaaS["AWS Marketplace SaaS"]
        GEN["Genesys Cloud CX"]
    end

    R53 --> CF
    CF --> S3E
    CF --> APIGW
    APIGW --> LAM
    LAM --> DDB
    LAM --> S3D
    LAM --> RDS
    LAM --> SM
    LAM --> SSM
    CFN -.->|legacy accounts| LAM
    TF -.->|WellRyde| LAM
    CDK -.->|some orgs| LAM
    PUL -.->|new standard| LAM
    GEN --> APIGW

    style R53 fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style CF fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style S3E fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style APIGW fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style LAM fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style DDB fill:#100820,stroke:#cc88ff,color:#ddaaff
    style S3D fill:#100820,stroke:#cc88ff,color:#ddaaff
    style RDS fill:#100820,stroke:#cc88ff,color:#ddaaff
    style SM fill:#001a2a,stroke:#00aaff,color:#66ccff
    style SSM fill:#001a2a,stroke:#00aaff,color:#66ccff
    style CFN fill:#140d00,stroke:#cc8800,color:#ffaa00
    style TF fill:#140d00,stroke:#cc8800,color:#ffaa00
    style CDK fill:#140d00,stroke:#cc8800,color:#ffaa00
    style PUL fill:#140d00,stroke:#cc8800,color:#ffaa00
    style GEN fill:#201500,stroke:#ffcc44,color:#ffcc44

Mixed-IaC Reality

By 2023, the acquisition strategy had produced a fragmented AWS environment. The CIO-led platform engineering team (under Jessica Kral, 2023–2025) addressed this without forcing migrations. Pulumi Insights was deployed for cross-account inventory visibility; Pulumi ESC for centralized secrets and configuration; Pulumi Policy as Code for governance enforcement. Developer self-service was layered on top via Backstage + scaffolder templates, with GitLab CI/CD runners driving the pipelines.

Pulumi (standard)

Adopted 2023–2024 as the standard IaC for new infrastructure. Provisioning went from multi-day, multi-team bottlenecks to minutes. Pulumi Insights gives the platform team a cross-account inventory of resources across the dozens of legacy accounts.

Terraform + Terragrunt

Lives in the mature acquired entities — most notably WellRyde / nuVizz. Some of the most advanced IaC practices in the portfolio. Not being forced into Pulumi; governed through Pulumi Policy as Code instead.

AWS CDK

Present in some acquired organizations. Coexists with Terraform and Pulumi rather than being migrated.

CloudFormation (legacy)

Older legacy accounts — some with only manually provisioned resources and PowerShell scripts. These are the "lowest maturity" accounts in the Pulumi Insights inventory.

Multi-Cloud Footprint

While AWS is primary, the Modivcare Workday board lists a "DevOps Engineer III — Azure" role — consistent with the PCS segment (Simplura / CareFinders) running on Azure, plus likely Microsoft 365 / Entra ID for internal IT. The Catalyte case study also names Twilio (SMS), Datadog (APM), Selenium (QA), and Redis (caching) as production dependencies alongside Django on AWS.

07

External Integrations & Integration Hub

Modivcare sits at the center of a dense network of payers, providers, rideshare APIs, credentialing platforms, and contact center vendors. The Integration Hub, announced May 2024, is the first externally published open-API surface — an "extensible modular mobility platform" exposing microservices to MCO partners, state Medicaid agencies, and facility partners.

Diagram 6 — Modivcare Integration Hub (External Connectivity Map)

graph LR
    subgraph Payers["Payers"]
        MMIS["State Medicaid
MMIS
(Gainwell, DXC,
Deloitte)"]
        UHC["UnitedHealth
Community"]
        HUM["Humana
Medicaid"]
        CNC["Centene /
WellCare"]
        MOL["Molina"]
        ACA["AmeriHealth
Caritas"]
    end

    subgraph Hub["Modivcare Integration Hub"]
        IH["REST API Microservices
(eligibility • trip • accumulator • history)"]
    end

    subgraph Mobility["Mobility Partners"]
        LYFT["Lyft Healthcare
(REST/JSON)"]
        UBER["Uber Health
(HIPAA REST)"]
        TPDS["3rd-Party NEMT
(RoutingBox,
RouteGenie,
Bambi)"]
    end

    subgraph Comm["Comms & CRM"]
        GEN["Genesys Cloud CX"]
        PEGA["Pega CRM"]
        GCP["Google Voice"]
        TW["Twilio SMS"]
    end

    subgraph Compliance["Compliance"]
        COMP["Complicore
(credentialing)"]
        CIRC["Modivcare Connect
/ Circulation
(commercial)"]
    end

    MMIS -.->|EDI 270/271/837P/835| IH
    UHC -->|EDI 834 + REST| IH
    HUM -->|EDI 834 + REST| IH
    CNC -->|EDI 834| IH
    MOL -->|EDI 834| IH
    ACA -->|EDI 834| IH
    IH --> LYFT
    IH --> UBER
    TPDS -->|JSON / HTTPS| IH
    IH --> GEN
    GEN --> PEGA
    GEN --> GCP
    IH --> TW
    IH --> COMP
    IH --> CIRC

    style IH fill:#201500,stroke:#ffcc44,color:#ffcc44
    style MMIS fill:#1a1500,stroke:#ffcc00,color:#ffe680
    style UHC fill:#001a2a,stroke:#00aaff,color:#66ccff
    style HUM fill:#001a2a,stroke:#00aaff,color:#66ccff
    style CNC fill:#001a2a,stroke:#00aaff,color:#66ccff
    style MOL fill:#001a2a,stroke:#00aaff,color:#66ccff
    style ACA fill:#001a2a,stroke:#00aaff,color:#66ccff
    style LYFT fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style UBER fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style TPDS fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style GEN fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style PEGA fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style GCP fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style TW fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style COMP fill:#100820,stroke:#cc88ff,color:#ddaaff
    style CIRC fill:#100820,stroke:#cc88ff,color:#ddaaff

Protocols Cheat Sheet

Direction	Protocol	Use Case
Modivcare → State MMIS	EDI X12 837P (HIPAA 5010)	NEMT claims submission
State MMIS → Modivcare	EDI X12 835	Remittance / payment advice
Modivcare ↔ MMIS	EDI X12 270 / 271	Member eligibility inquiry / response
MCO → Modivcare	EDI 834 / SFTP flat files	Member enrollment roster (daily/weekly)
Provider ↔ Modivcare	JSON / HTTPS	Trip status, GPS telemetry, claims, billing
Rideshare (Lyft / Uber)	REST JSON	Lyft Healthcare API, Uber Health API (HIPAA)
MCO Partner / Facility	REST (Integration Hub)	Eligibility, trip book/modify/cancel/track, ride accumulator
Contact Center	Genesys Cloud SaaS	IVR, voicebot, chat, SMS, email, fax
Provider Credentialing	Complicore portal / API	Compliance document management, annual attestation

Integration Hub (May 2024)

First public-facing open-API layer. Exposes microservices for Eligibility Verification, Trip Management, Ride Accumulator, and Ride History — embeddable directly inside MCO member portals and facility apps. Auth mechanism not publicly documented (expected OAuth 2.0 / JWT).

Pilot live March 2024 / multi-modal routing built in

Lyft Healthcare

Partnership established 2017 (LogistiCare era), extended nationwide 2020. Modivcare was Lyft's largest NEMT broker partner. REST/JSON HIPAA-compliant ride API covering on-demand and scheduled trips across 48 states.

Uber Health

HIPAA-compliant REST API integration. Allows Modivcare to dispatch door-to-door rides and wheelchair vehicles without requiring members to have a personal Uber account. Routed alongside Lyft and commercial NEMT in the multi-modal dispatcher.

Complicore

Third-party SaaS credentialing platform at complicore.co. All transportation providers must upload annual compliance documentation (vehicle inspections, driver checks, insurance, HIPAA attestations). Always-on monitoring with expiry alerts.

Modivcare Connect (Circulation)

The Circulation acquisition (2018) lives on as Modivcare Connect at app.circulation.com — the platform for non-Medicaid commercial transportation (hospitals, health plans, direct-pay). Serves ~3,000 healthcare facilities across 45 states; separate from the Medicaid broker API surface.

Premier Partner API

Limited-access API for designated third-party NEMT dispatch software vendors — reportedly only three Premier Partners as of early 2024 (RoutingBox, RouteGenie, others). Bidirectional JSON over HTTPS for trip imports up to 30 days ahead, GPS, status, and automated batch billing.

White-Label Pattern — PacificSource Ride

PacificSource Community Solutions (Oregon) operates a white-labeled deployment at pacificsourceride.modivcare.app — their MCO brand on the front, Modivcare's Mobility Access Platform underneath. Transportation providers access trips via the standard provider portal at transportationco.modivcare.com. This is the template for MCO co-branding through the Integration Hub.

08

Interconnections — Master Map

A single synthesis view of how the pieces wire together. Member channels feed Modivcare's Mobility Access Platform; the platform queries state MMIS and MCO rosters for eligibility, dispatches trips through WellRyde or rideshare partners, runs contact center traffic through Genesys Cloud / MARA, exposes APIs to MCOs via the Integration Hub, and rides on top of a multi-account AWS substrate. Claims close the loop back to payers via EDI 837P / 835.

Diagram 7 — Modivcare End-to-End System Interconnections

graph TD
    subgraph Channels["Member & Facility Channels"]
        IMAPP["Member App
(React Native)"]
        IWEB["Member Web
(React/CloudFront)"]
        IIVR["MARA IVR
+ Voicebot"]
        ICC["Call Center
2,600 agents"]
        ITC["TripCare
(facility)"]
    end

    subgraph Core["Modivcare Core Platform"]
        IMAP["Mobility Access
Platform"]
        IIH["Integration Hub
(REST APIs)"]
        IWR["WellRyde
Dispatch"]
        IPCS["PCS Platform
+ EVV"]
        IRPM["VRI / GMM / Higi
RPM"]
    end

    subgraph Contact["Contact Center Stack"]
        IGEN["Genesys Cloud CX"]
        IPEGA["Pega CRM"]
        IGV["Google Voice
Speaker ID"]
        ITW["Twilio SMS"]
    end

    subgraph Partners["Payers & Partners"]
        IMMIS["State MMIS
(Gainwell/DXC/Deloitte)"]
        IMCO["MCOs
(UHC/Humana/Centene)"]
        ILYFT["Lyft Healthcare"]
        IUBER["Uber Health"]
        ITPS["3rd-Party NEMT
(Premier Partners)"]
        ICOMP["Complicore
(credentialing)"]
        ICIRC["Modivcare Connect
/ Circulation"]
    end

    subgraph Cloud["AWS Substrate"]
        IAWS["AWS Org
(dozens of accounts)"]
        ICDN["CloudFront +
Route 53"]
    end

    IMAPP --> ICDN
    IWEB --> ICDN
    ICDN --> IMAP
    IIVR --> IGEN
    ICC --> IGEN
    ITC --> IMAP
    IGEN --> IPEGA
    IGEN --> IGV
    IGEN --> IMAP
    IMAP --> ITW
    IMAP --> IIH
    IMAP --> IWR
    IMAP --> IRPM
    IMAP --> IPCS
    IIH --> IMCO
    IIH --> ILYFT
    IIH --> IUBER
    ITPS --> IIH
    IMAP -.->|EDI 270/271/837P/835| IMMIS
    IMCO -.->|EDI 834| IMAP
    IWR --> ICOMP
    IMAP --> ICIRC
    IMAP --> IAWS
    IWR --> IAWS
    IIH --> IAWS

    style IMAPP fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style IWEB fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style IIVR fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style ICC fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style ITC fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style IMAP fill:#201500,stroke:#ffcc44,color:#ffcc44
    style IIH fill:#201500,stroke:#ffcc44,color:#ffcc44
    style IWR fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style IPCS fill:#001a2a,stroke:#00aaff,color:#66ccff
    style IRPM fill:#100820,stroke:#cc88ff,color:#ddaaff
    style IGEN fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style IPEGA fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style IGV fill:#001a2a,stroke:#00aaff,color:#66ccff
    style ITW fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style IMMIS fill:#1a1500,stroke:#ffcc00,color:#ffe680
    style IMCO fill:#001a2a,stroke:#00aaff,color:#66ccff
    style ILYFT fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style IUBER fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style ITPS fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style ICOMP fill:#100820,stroke:#cc88ff,color:#ddaaff
    style ICIRC fill:#100820,stroke:#cc88ff,color:#ddaaff
    style IAWS fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style ICDN fill:#100808,stroke:#ff8c1a,color:#ffcc88

How to Read This Map

Amber nodes are Modivcare member-facing surfaces; gold (centerpiece) is the core platform; orange is AWS / WellRyde dispatch substrate; blue is external payer or partner; violet is RPM, Connect, or credentialing; yellow is state MMIS. Dashed lines are EDI X12 transactions; solid lines are JSON/REST. This is the synthesis of Diagrams 1–6 plus the external partner surface.

09

Identity & Authentication

Modivcare's identity surface reflects its acquisition heritage: separate credential stores for member, provider, driver, facility, and corporate users, with no documented SSO across the consumer-facing portals. Voice biometrics via Google Speaker ID is the most modern auth element — embedded inside MARA so members can be recognized by voiceprint instead of typing their Medicaid ID.

User Type	Surface	Auth Mechanism	MFA / SSO
Member (app)	iOS / Android React Native	Username + password	2FA referenced; SSO: none
Member (web)	member.modivcare.com	Username + password (separate store from app)	2FA referenced
Member (voice)	MARA IVR via Genesys	Medicaid ID + DOB OR Google Speaker ID voiceprint	Biometric voice match
Provider (dispatch)	portal.app.wellryde.com	Username + password	No documented SSO
Provider (legacy)	transportationco.logisticare.com	Username + password (separate from WellRyde)	No documented SSO
Driver	WellRyde Driver app	Email / password session	No documented MFA
Facility	tripcare.modivcare.com	Username + password	No documented SSO
MCO partner (API)	Integration Hub REST	Not publicly documented (expected OAuth 2.0 / JWT)	Server-to-server
Corporate / Investor	investors.modivcare.com	SSO + 2FA	SSO confirmed

Speaker ID — The Standout

Google Cloud voice biometrics, embedded inside Genesys Cloud, recognizes members by voiceprint over the phone. Eliminates the keypad entry of Medicaid ID. A multi-cloud pattern: AWS primary, GCP for voice ML.

Split Identity Stores

Modivcare explicitly warns: "existing Member Services Website accounts will not work logging into the Modivcare app." A platform migration created parallel identity stores that may or may not have been consolidated since. WellRyde and the legacy transportationco.logisticare.com portal also have separate credential systems.

Integration Hub Auth

Auth mechanism for the May 2024 Integration Hub APIs is not publicly documented. Expected pattern for healthcare REST APIs of this type is OAuth 2.0 client credentials or API key for server-to-server MCO/facility integrations. White-label MCO deployments (e.g., PacificSource Ride) may proxy identity from the MCO's own member portal.

No Public Developer Portal

Modivcare publishes no public Swagger / OpenAPI / sandbox. API access is contractual: Premier Partner API for designated 3rd-party NEMT software (only three Premier Partners as of early 2024), Integration Hub for contracted MCOs/states, and Modivcare Connect / Circulation for non-Medicaid commercial transportation.

10

Compliance & PHI Handling

Modivcare is a HIPAA Business Associate of every state Medicaid agency and MCO it contracts with — the entire 34M-member data footprint is governed by BAAs and the HIPAA Security Rule. Trip metadata itself is PHI: a trip log reveals member name, address, destination (typically a specific clinical facility, which implies a condition), mobility status, and longitudinal medical visit history. The HITRUST + SOC 2 + ISO 27001 stack covers this footprint; subprocessors (Genesys, Twilio, Lyft, Uber, Complicore) each operate under their own BAA boundary.

Certification / Attestation	Scope	Cadence
HIPAA	Third-party audited attestation; HITECH breach notification alignment	Ongoing
HITRUST CSF	Healthcare-specific security framework (whole enterprise)	Certified
ISO/IEC 27001:2022	Information security management system	Certified
ISO/IEC 27701:2019	Privacy information management (extension to 27001)	Certified
SOC 2 Type II	Transportation + Remote Monitoring product lines (under NDA)	Annual
BAA	Signed with every payer (state Medicaid + MCOs) and with key subprocessors	Per-contract

Diagram 8 — PHI Flow & BAA Boundaries

flowchart LR
    subgraph PHI_SRC["PHI Sources"]
        PMMIS["State MMIS
(eligibility, member info)"]
        PMCO["MCO Roster
(EDI 834)"]
        PMEM["Member
(self-input)"]
    end

    subgraph BAA_CORE["BAA Boundary — Modivcare Core"]
        PMAP["Mobility Access
Platform"]
        PDDB["DynamoDB +
RDS / SQL Server"]
        PS3["S3 (encrypted
at rest)"]
        PWR["WellRyde
(ISO/HITRUST)"]
    end

    subgraph BAA_SUB["BAA Boundary — Subprocessors"]
        PGEN["Genesys Cloud
(voice, chat)"]
        PTW["Twilio
(SMS — PHI in text)"]
        PGCP["Google Voice
(Speaker ID)"]
        PLYFT["Lyft Healthcare
(HIPAA mode)"]
        PUBER["Uber Health
(HIPAA mode)"]
        PCOMP["Complicore
(provider docs)"]
    end

    PMMIS --> PMAP
    PMCO --> PMAP
    PMEM --> PMAP
    PMAP --> PDDB
    PMAP --> PS3
    PMAP --> PWR
    PMAP --> PGEN
    PMAP --> PTW
    PGEN --> PGCP
    PMAP --> PLYFT
    PMAP --> PUBER
    PWR --> PCOMP

    style PMMIS fill:#1a1500,stroke:#ffcc00,color:#ffe680
    style PMCO fill:#001a2a,stroke:#00aaff,color:#66ccff
    style PMEM fill:#1a1100,stroke:#ffaa00,color:#ffcc44
    style PMAP fill:#201500,stroke:#ffcc44,color:#ffcc44
    style PDDB fill:#100820,stroke:#cc88ff,color:#ddaaff
    style PS3 fill:#100820,stroke:#cc88ff,color:#ddaaff
    style PWR fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style PGEN fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style PTW fill:#140d00,stroke:#ffaa00,color:#ffcc44
    style PGCP fill:#001a2a,stroke:#00aaff,color:#66ccff
    style PLYFT fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style PUBER fill:#100808,stroke:#ff8c1a,color:#ffcc88
    style PCOMP fill:#100820,stroke:#cc88ff,color:#ddaaff

PHI Scope

Member name, address, Medicaid ID, DOB; appointment destination (clinical facility ⇒ condition); mobility / disability status (wheelchair, stretcher); longitudinal trip history; biometric vitals (RPM); caregiver visit logs (PCS). Trip metadata alone is PHI under HIPAA.

Technical Controls (Disclosed)

Encryption in transit and at rest; XDR Endpoint Security; Cloud-based Secure Web Gateway; Zero Trust Network Access; multisite resilience architecture; SIEM monitoring (vendor unnamed); third-party vulnerability assessments; physical badging & surveillance.

Subprocessor BAAs

Twilio, Genesys, Lyft Healthcare, Uber Health, and Complicore are all HIPAA-covered platforms. Each crosses a BAA boundary for the PHI categories it handles (SMS body, voice recordings, trip dispatch metadata, credentialing documents).

Breach History

No confirmed public data breach notifications found for Modivcare or LogistiCare in the HHS OCR Breach Portal as of May 2026. NowSecure flagged common mobile-app patterns (location, biometric, network sockets) in the member app — these are app-permission observations, not breaches.

11

Modernization Tracker

Under CIO Jessica Kral (2023–2025) Modivcare executed a structural shift from federated, segment-owned IT to a centralized Product & Technology organization. The Chapter 11 filing in August 2025 interrupted planned investment, but post-emergence (Dec 29, 2025) CEO Heath Sampson explicitly named "aggressive investment in technology, analytics and service excellence" as the 2026 priority — with $100M of fresh capital allocated against $300M of remaining funded debt.

Initiative	Status	Started	Notes	Source
Contact Center → Genesys Cloud CX	Complete	April 2023	Replaced "unstable" legacy stack causing 65% of IT tickets; -50% ticket volume, -31% speed-to-answer, +86% agent retention	Genesys case study
Integration Hub Launch	Complete	May 2024	First public-facing open-API microservices surface; pilot live March 2024	BusinessWire (May 2024)
MARA Voicebot Expansion	In Progress	2023–ongoing	63% digital engagement; six primary intents auto-resolved; Agent Assist planned	Genesys / modivcare.com
Pulumi IaC Standardization	In Progress	2023–2024	Pulumi Insights, ESC, Policy as Code; mixed-IaC reality (Terraform/CDK/CFN co-exist)	Pulumi case study
Chapter 11 → Emerged Private	Complete	Aug 2025 → Dec 29, 2025	$1.1B debt eliminated via debt-for-equity swap; 117-day prepack; $100M fresh capital for tech	BusinessWire (Dec 2025)
Agentic AI / Next-Gen IVA	Roadmap	Planned 2026+	"Agentic AI integration," IVA quality, member-care automation, predictive decision-making	modivcare.com tech page
Multi-Cloud Consolidation	Roadmap	Post-emergence	AWS primary + GCP voice + likely Azure (PCS / M365); rationalization implied by post-bankruptcy plan	Workday job postings
AWS Account Consolidation	In Progress	2023–ongoing	Dozens of accounts inherited from acquisitions; Pulumi Insights surfaces inventory, no forced migration	Pulumi case study
Legacy RDBMS Migration	In Progress	Ongoing	DB2 / Oracle / SQL Server from LogistiCare era still in job postings; cloud-native target unconfirmed timeline	Job postings

Post-Bankruptcy Tech-Priority Pivot

The May 2025 elimination of both the CIO and CFO roles — framed as "flattening" the organization — left modernization work running without a C-suite owner just months before the August 2025 Chapter 11 filing. After emerging in December 2025, CEO Heath Sampson singled out technology and analytics as the strategic priority for the new private entity. Whether that translates into a new CIO or a continued flat structure was undisclosed as of May 2026.

12

Acronym Glossary

Every acronym used across this map. NEMT lives at the intersection of healthcare, government payments, and rideshare-style logistics — expect EDI, HIPAA, IaC, and CCaaS terms all in the same sentence.

NEMT

Non-Emergency Medical Transportation

MMIS

Medicaid Management Information System (state-operated, vendor-built)

EDI

Electronic Data Interchange

X12

ANSI ASC X12 standard family for EDI transactions

270 / 271

Health Care Eligibility Benefit Inquiry / Response

837P

Health Care Claim — Professional

835

Health Care Claim Payment / Remittance Advice

834

Benefit Enrollment & Maintenance (member roster)

MCO

Managed Care Organization (Medicaid/Medicare plan)

PHI

Protected Health Information (HIPAA-defined)

BAA

Business Associate Agreement

HIPAA

Health Insurance Portability & Accountability Act

HITRUST

Health Information Trust Alliance (Common Security Framework)

ISO

International Organization for Standardization (27001/27701)

SOC 2

Service Organization Control 2 (AICPA security audit)

GTV

Gross Transaction Volume (broker-flow metric)

IVA

Interactive Voice Agent (next-gen IVR)

IaC

Infrastructure as Code (Terraform / Pulumi / CDK / CFN)

EFT

Electronic Funds Transfer (provider payments)

MARA

Modivcare Automated Reservation Assistant (voicebot)

WellRyde

Modivcare's ATMS dispatch platform (nuVizz acquisition, 2021)

ATMS

Advanced Transportation Management System

PERS

Personal Emergency Response System

IVR

Interactive Voice Response

CRM

Customer Relationship Management (Pega)

CDN

Content Delivery Network (CloudFront / Akamai / Fastly)

IAM

Identity & Access Management

PCS

Personal Care Services (Modivcare segment)

RPM

Remote Patient Monitoring

EVV

Electronic Visit Verification (21st Century Cures Act)

LTSS

Long-Term Services & Supports (Medicaid)

PMPM

Per Member Per Month (capitated payment model)

FFS

Fee-For-Service (alternative to capitated)

HCPCS

Healthcare Common Procedure Coding System

APM

Application Performance Monitoring (Datadog)

CCaaS

Contact Center as a Service (Genesys Cloud)

WEM

Workforce Engagement Management (Genesys module)

SFTP

Secure File Transfer Protocol

SIEM

Security Information & Event Management

XDR

Extended Detection & Response (endpoint security)

ZTNA

Zero Trust Network Access

FHIR

Fast Healthcare Interoperability Resources (HL7 standard)

HL7

Health Level Seven International (clinical data standard)

ASR / TTS

Automatic Speech Recognition / Text-To-Speech

SLA

Service Level Agreement

SSO

Single Sign-On

MFA / 2FA

Multi-Factor / Two-Factor Authentication

SOFR

Secured Overnight Financing Rate (floating-rate debt benchmark)

13

Sources

All public sources used to compile this map, grouped by topic. Modivcare publishes no developer portal and no OpenAPI / Swagger specs — the architecture below is reconstructed from press releases, case studies, SEC filings, third-party integration guides, and job postings.

Modivcare — Official

Modivcare Technology page — Mobility Access Platform, IVR, member channels, agentic AI roadmap
Modivcare Security & Compliance — HITRUST, ISO 27001, SOC 2, HIPAA certifications
Modivcare Data Protection page — XDR, Zero Trust, SIEM, encryption controls
WellRyde Dispatch Software page
Modivcare NEMT offerings
Modivcare Remote Monitoring
Modivcare Portal Logins — All portal URLs and user types
Modivcare healthcare security certifications blog
Modivcare predictive analytics blog
MARA virtual assistant page

Press Releases & News

Chapter 11 & Financial

Technology & Partners

Genesys Modivcare customer story — Genesys Cloud deployment, Pega, AWS Marketplace, metrics
Genesys + Modivcare AI announcement
Genesys drives improvements (DestinationCRM)
Pulumi case study — Modivcare Self-Service & Governance
Catalyte Modivcare case study — Django, Redis, AWS, Datadog, Twilio, Selenium
CIO.com — Product operating model (Jessica Kral interview)
Jessica Kral CIO appointment

Acquisitions

3rd-Party Integration Guides & App Stores

Job Postings & Engineering Signals

Modivcare Workday job postings — DevOps III (AWS), DevOps III (Azure), Data Engineer III, Senior Integrations Engineer
Senior React Native Engineer (Himalayas)
Senior Integrations Software Engineer (BuiltIn)

About this map

Built for GG Prompts using research from public sources. Modivcare is a real company; this map summarizes publicly available information as of May 2026. Not affiliated with Modivcare Inc. or any of the named subprocessors. Where the brief noted unconfirmed details, the map labels them as such.