Member FAQs

  • 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 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, if you live in an area with no public transportation, or if you can’t use public transportation due to a health condition or disability.

  • How do I schedule a ride?

    To schedule a ride, use the buttons at the top of this page to schedule online, download the application, or to give us a call (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 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.
  • 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.
  • 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 at the top of this page.  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! However, 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 there is bad weather?

    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.

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National MedTrans is a wholly owned subsidiary of UnitedHealthcare.

UnitedHealthcare does not discriminate based on race, color, national origin, sex, age or disability.

We provide communication help at no cost for people with disabilities. This includes materials with large print. It includes audio, electronic and other formats. We also have American Sign Language interpreters. If English is not your main language, you may ask for an interpreter. We also have materials in other languages. To ask for help, call 1-866-292-0359, TTY 711. Hours are Monday to Friday, 8:00 a.m. to 5:00 p.m.

ATTENTION: If you do not speak English, language assistance services, at no cost to you, are available. Call 1-866-292-0359, TTY 711.

ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-866-292-0359, TTY 711.

注意:如果您使用繁體中文,您可以免費獲得語言援助 服務。請致電 1-866 292-0359,TTY 711。


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