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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 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 3 business days before your appointment.  Scheduling your ride at least 3 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. Children 0-18 years of age must be accompanied by a legally responsible adult 19 years of age. 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 call us, or have the medical staff call us to set up your transportation.  Facilities can call 833-586-4221 to schedule transportation home for you, or you may dial the member scheduling line at 833-583-5683.

  • 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 registered with the state of NE, and have received a Medicaid ID, they can be reimbursed for their mileage.  For more information on registering with the state, please click here.
    • 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, then a door-to-door livery ride can be sent to you.  Your wheelchair will be stowed in the trunk.
    • 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.
    • Ambulance — For health plan members with basic or advanced life support needs.  Your health plan will decide if you need to travel by non-emergency 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 use the contact numbers at the top of this page to call us, or 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 (Though 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. Though 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.

    Also, Nebraska requirements require that children 0-18 years of age must be accompanied by a legally responsible adult 19 years of age or older.

  • 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.  You will be notified in the event that extreme weather conditions necessitate rescheduling or cause any delays in your previously scheduled transportation.

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