Who can book my ride?
You, a relative, caregiver, facility, health care provider, health plan representative, or care manager.
How do I know if I am eligible for transportation?
Each health plan is different, so it’s best to contact your plan to confirm and understand your transportation benefits.
What information do I need to book my ride?
Please have this information available when you call to reserve your ride:
Your first and last name, date of birth and phone number
- Health care plan and member ID # (you can find this on your health plan card)
- Date and time of your clinical visit
- Name, phone number and address of the clinical provider (Where are you are going for your visit?)
- General reason for the appointment
- Level of service. (Are you able to walk or do you use a wheelchair?)
- Pickup time and location
- Know if you need a one-way or round trip
- Any special instructions, if any (including information about any medical equipment you will bring, e.g. wheelchair)
When can I schedule my ride?
Your transportation benefit may require advance notice, so allow for enough time for any advance notice requirements.
If you need assistance from us by phone to schedule your ride, we are here to help. Contact us by phone.
For urgent needs or hospital discharges, we are available 24/7/365 to help schedule your ride.
For medical emergencies, please call 911.
How far in advance of my appointment can I schedule my ride?
Each health plan has its own advance notice requirements. It’s best to find out your plan specifics from your health plan provider.
My driver is here, but I’m running late. How long will my driver wait?
Please do your best to be on time and be ready to go as the drivers may only wait five to 10 minutes. Drivers may arrive 15 minutes before the scheduled pickup time.
If you are going to be late, please call and let us know.
What do I do if my ride is late?
Although we do our best to arrange the arrival of your driver on time, sometimes traffic conditions may cause a driver to be late. If you are waiting, you can check the status of your ride by calling Customer Service.
What do I do if my ride never picked me up?
Please fill out our Member Feedback Form. We will reach out to you for further assistance and follow up.
If you are still trying to make your appointment, and this is an urgent matter, please contact the Member Experience team by calling 1-800-486-7647 and select Option #4.
- What do I do if I need to change or cancel my reservation?
Do I have to wear a face mask or covering during my trip?
Yes. For the protection of drivers as well as passengers, we require that everyone wears a proper face mask, covering their nose and mouth, during every ride. This is a federal requirement on all public transportation as recommended by the CDC.
- Can I bring my service animal on my trip?
Trip Detail Questions
What types of vehicles do you use for transportation?
The type of vehicle depends on your needs and the requirements of your health plan. We use sedans, vans, taxi’s or rideshare. Another option may be mass transit (buses or rail transit), where available in your location and health plan.
If you require a wheelchair, we will make sure that the vehicle can hold a wheelchair. For patients with more complex needs, we may use stretcher vans or a non-emergency ambulance.
Mileage reimbursement is also an option if you can drive yourself, and your health plan allows. Download a mileage reimbursement form.
Is there a mileage limit?
Some healthcare plans limit mileage to and from your clinical visits. You must have prior approval from your health plan for trips beyond the mileage limit. Check with your plan for specific details on any mileage limits.
Is there a limit to the number of trips that I can take?
Some plans limit trips to a certain number per year. Check with your health plan for details regarding possible trip limits.
What if I’m not sure of my return time?
You can call customer service to check your scheduled time or let us know when you are ready for your ride home. The customer service representative will provide you with an estimated time of arrival and can also will tell you the latest the driver could arrive.
What is “will-call pickup”?
We call it a “will-call pickup” when you do not know the exact time you will be done with your appointment. When you’re scheduling your reservation, let the customer service representative know you’d like to setup your return ride as a “will-call”. Then, on the day of the trip, simply call customer service to let us know you’re ready to go.
Will call wait times vary by health plan. Most commonly one hour, but some plans have 30 minutes, 60 minutes, or 90 minutes wait times.
The customer service representative will tell you the latest the driver could arrive
Can I bring someone on my ride?
Most plans allow one escort to accompany members who are under the age of 21 or those with disabilities. Check with your health plan on whether anyone else is allowed, including caretakers and children under the age of 18.
- Are the drivers allowed to come into my house?
I do not speak English. Is there someone who can assist me with scheduling my ride?
When you call our customer service, we have agents or trained interpreters available to speak to you in your preferred language.
If you need translation assistance, you will be asked your preferred language at the beginning of the call. We will then connect with an interpreter that will provide support to our Customer Service Representatives. The interpreter services are available 7 days a week, 24 hours a day, and 365 days a year at no cost to you.
I am hearing impaired. How do I arrange for a ride?
We have a TTY number for hearing-impaired members to call: 1-866-288-3133.
Do I need to provide my own wheelchair?
Yes. You will need to provide your own wheelchair for trips.
When scheduling your ride, we will ask questions about the type and size of the wheelchair, and the user’s height and weight to make sure an appropriate vehicle is sent.
What about child safety seats?
You will need to provide your own child safety seat. You will also be responsible for installing and securely fastening your child safety seat. The driver will not transport a child without a safety seat as required by law. You must bring the safety seat with you to your appointment. It cannot stay in the driver’s vehicle.
What if I want to file a complaint?
We work hard so that you have a good ride. But we understand that there are times when service issues may occur. Please share your complaint by filling out this form. Or if an urgent matter, you can contact the Member Experience team by calling 1-800-486-7647 and select Option #4.
- How can I let you know that a driver or one of your employees were especially helpful?
- What if I have a question about something else?