Schedule Your Trip
Schedule your ride, your way.
Viewing and scheduling your trips is easy. Simply log in to our web portal, download the smartphone app, or give one of our customer service reps a call. We’re available 24/7 to answer your questions.
Non-emergency Medical Transportation (NEMT) has been available through Medicaid and other plans since as early as 1966, but many Americans are still unaware of how to use their transportation benefit.
Here are some things to be aware of when scheduling for the first time:
- You’ll be asked to verify some information about yourself (full name, birthday, street address, etc.).
- You’ll be asked about certain preferences you have, such as spoken language or the gender of your driver.
- You’ll also be asked if your trip is a one-way trip or a round-trip.
Your itinerary will be recapped at the end of every call. Confirmations will also be sent to you based on your notification preferences, even if you schedule online or through the smartphone app.
We know that scheduling transportation can be hard. But don’t worry. We’ve got your back! We’ll work directly with your health plan to make sure you get where you need to go.
How do I know if I'm eligible for a ride?
Your health plan will be able to tell you if you’re eligible for a transportation benefit through your current insurance, and what your options are for transportation in the future. Medical transport is covered for some medical care, especially if you have no other way to get to the doctor, live in an area with no public transportation, or can’t use public transportation due to a health condition or disability.
What types of transportation does National MedTrans provide?
You will be assigned the mode of transportation that best suits your needs. If your needs change and you need a different mode of transportation, let us know and we’ll help you make the change.
Modes of Transportation
- Mileage Reimbursement — If you have friends or family that are willing and able to drive you, they can be reimbursed for the mileage.
- Mass Transit — If you live near a bus or transit stop, and can get there without trouble, you may get temporary or single-use transit passes to get to and from appointments. Mass transit as a mode of transportation is dictated by state guidelines.
- Sedan — Curb to curb pick-up. This is a regular four-door sedan, often called a Livery ride. You must be able to get to the car within a reasonable and safe distance (e.g. in the parking lot or across the street) and enter and exit the vehicle unassisted.
- Door-to-Door (Sedan) — If you’re in a wheelchair but can move safely from the chair to a car, or even if you just need a little extra help to get to the car, then a door-to-door livery ride can be sent to you. Your wheelchair will be stowed in the trunk, and an attendant can help you get from your doorstep to the car.
- Wheelchair Van — Door-to-door pick-up. Van with a built-in wheelchair lift. It will come to your door, but may not enter the home.
- Stretcher/Gurney — Transportation with a stretcher or gurney, governed by medical necessity. Attendants will enter your home to help you. This mode of transportation is generally limited to people who are bed-bound and cannot be moved by wheelchair.
- Ambulance — For health plan members with basic or advanced life support needs. Your health plan will decide if you need to travel in an ambulance.
How do I schedule a ride?
To schedule a ride, call us at the number provided to you by your health plan, Monday – Friday between 7:00 a.m. and 7:00 p.m. Rides can be scheduled at least 30 days in advance, and no later than 2 business days before your appointment. Scheduling your ride at least 2 business days in advance will help you to have the best experience. Urgent care and other urgent types of trips, like dialysis or chemotherapy, can be scheduled on the same day. Your privacy is important to us. You or the person calling on your behalf will need to verify some of the following details found on your record before they can help you:
- First and last name
- Member ID
- Date of birth
- Home address
To ensure that we provide you with the best mode of transportation, you will be asked if you are able to walk on your own if you’ll be using a cane or walker, if you have a wheelchair, or even if you have a cell phone. You will also be asked if an escort will be traveling with you. Escorts must be 18 years or older to travel with you. You’ll need to have these details about your appointment ready when you call:
- Appointment address.
- Doctor’s name & phone number.
- Purpose of the appointment.
- Appointment time.
What if my ride is after hours?
You can get a ride any time for discharges from a hospital or facility. Just have the medical staff call us to set up your transportation. State or region-specific phone numbers will be issued by your health plan.
What should I expect while waiting for my ride?
Please see the above definitions of the varying modes of transportation that we provide so that you can know where you should be waiting for your driver.
- The driver will call you upon arrival (You should, if possible, answer all calls even if you do not recognize the number as it may be the driver)
- The driver will wait 15 minutes before leaving if you’re not available for pick-up.
- LYFT drivers are required to wait 5 minutes, and they have their own specific guidelines.
- LYFT driver will meet you outside at the curb
- LYFT driver won’t be able to knock on your door
- LYFT driver will not be able to help you in or out of the car
- You will be given the make, model, and color of Vehicle with the last few digits of the license plate, so that you can better find the car when it pulls up.
What should I expect when waiting for my return trip pick-up?
- If you didn’t schedule a return time when you first scheduled the trip (maybe you didn’t know how long the appointment would take), please have a nurse or a member of the facility staff give us a call when you’re ready to be picked up. It can take up to an hour for your will-call driver to pick you up (Often it is within 15 minutes.)
- If you did schedule your return when you set up your appointment, your driver has up to 15 minutes after that scheduled return time to arrive.
- Driver will call you when they get there.
- If they can’t get in touch with you, your driver will wait another 15 minutes before leaving.
How do I cancel my ride, if something comes up?
To cancel a ride just call us at the number given to you by your health plan. If possible, we request that you cancel at least 24-hours in advance, to give the driver some time to fill the vacancy in their schedule. We understand that that’s not always a possibility.
If I need help, can someone come with me?
Of course! But, if you need to travel with an escort, they must be 18 years or older. You and your escort will be picked up and returned to the same place. There is no charge for the person helping you.
What if the weather is bad?
National MedTrans sets up an extreme weather process with your health plan and the transportation providers in your network. Arrangements will be made to meet all critical appointments (dialysis, oncological visits, etc.) Other transportation will usually be rescheduled for safety reasons.