Help Center

Health Plan FAQs

Whether you're a health plan looking to add transportation as a benefit or you're a current customer, we're here to help. We've included some of the most common questions we've seen from health plans below.

Health plans seeking additional information can email or call (855) 955-7433. If you’re a current customer with additional questions, please contact your dedicated Customer Success team member.

SafeRide Definitions

“Will call” is a ride option used when a member does not know when their appointment will end or when they need the driver to come pick them up. By letting SafeRide Health know they’d like to have a “will call” status when reserving the ride, once the member is ready to be picked up, they would notify us to flip the will call status and route a driver to them. Scheduled rides are different from will call and are exactly as they sound where there is a fixed ride time.

Rideshare rides utilize popular rideshare services like Uber and Lyft, and these vehicles are not specially equipped for additional physical mobility needs. If you have used Uber or Lyft before, these rides will feel like any other ride you’ve taken with them. You will receive a link to live-track your driver’s location just as you would in the native Uber or Lyft applications. Other forms of transportation (such as NEMT) are able to accommodate varying degrees of physical mobility. 

Outside of rideshare, we offer a range of transportation options with the key differences outlined below to help understand what transportation options may be best fit for a ride need.

  • Ambulatory door-to-door - Rides for patients who need help getting from their home or medical appointment to and from the car.
  • Ambulatory curb-to-curb - Rides for patients who are capable of meeting their driver on the curb, getting in and out of the car unassisted, and walking into their appointment.
  • Rideshare - Rideshare services like Lyft or Uber riding in a standard vehicle.
  • Wheelchair / Bariatric - Wheelchair patients in vehicles with special equipment for accessibility and safety accommodations.
  • Mileage Reimbursements - Member or member rep submit reimbursement for the trips taken for members.
  • Mass Transit - Rides using available local public transportation options, buses and public taxi.
  • Stretcher/Gurney - Rides equipped with a device used to move a patient who can't easily walk and needs to lie flat.
  • 2 Man Assist - 2 man Assist rides are typically used for individuals that need assistance in a wheelchair going up or down steps.
  • Meals and Lodging - Advance funds given from a health plan to an approved benefit for Meals and Lodging in additional to transportation.
  • BLS/ALS - BLS(Basic Life Support): rides with certified Emergency Medical Technicians, who can provide basic life support for patients. ALS= Advance Life Support.
  • Commercial Air Transport - There are two types of air ambulances used for medical transport: helicopters and fixed wing airplanes. Helicopters are used for short-haul, trauma-related emergency flights when time is of the essence. Helicopters are typically managed by hospitals, or city, county and state Emergency Management Systems.

Booking a Ride

Rideshare rides changes can be made any time. For non-emergency medical transportation (NEMT) rides, changes can be made with minimal issues if a member is more than 3 days out from the scheduled ride. For changes to scheduled ride reservations within 3 days of the ride, please have the member call their dedicated health plan’s line and we will do our best to accommodate the changes.

Yes, we service a wide variety of languages offering language interpreters for Spanish, Arabic, Mandarin, Russian, Vietnamese, Portuguese, French, Korean, and more.

Every health plan is different and this will depend on how your health plan structured the benefit at implementation. For some, there is a hard stop on rides once a member is at their eligible trip maximum. For other plans, there may be options available that members have to connect directly to their plan to discuss for potential override options.

The more notice the better! We recommend booking up to 30 days out while the maximum is typically 6-8 weeks in advance. The member portal allows 6 weeks for certain booking types. If booking further out, we request that members call back when it gets closer as well to help confirm. If a member is requesting a ride that provides help with physical mobility, equipment accommodations, or a ride greater than 30 miles – we recommend booking at least 2 business days in advance for higher ride fulfillment success.

To schedule a ride with SafeRide, members or their defined care taker should call their dedicated line provided by the health plan. Additionally, the health plan may offer self scheduling through our web-optimized member portal.

Ride destinations and eligibility is determined upon implementation. For questions on eligibility, please contact the SafeRide phone line dedicated to the health plan. We would be happy to walk you through the trip eligibility.

Members need to provide the following:

  1. First Name
  2. Last Name
  3. Member ID
  4. DOB

*Depending on the health plan and other factors, more information may be necessary in some instances.

Ride Logistics

Yes, we have a ride monitoring team on standby to triage any ride situation that my arise.

If additional equipment accommodations are needed, please have the health plan member contact the SafeRide call center directly to discuss what equipment accommodations are needed for their ride.

Under ADA compliance rules, members are allowed to travel with any kind of service animal.

Yes, health plan members are permitted to bring along one other person for the duration of their ride. Please remind the member to notify our team of the additional passenger when scheduling the ride.

Nope! As long as a member is within their maximum eligible rides as part of their transportation benefit, they will not be expected to pay for rides dispatched by SafeRide. 

Ride Troubleshooting

Please have the member call into our call center to cancel or reschedule the reservation. We would be happy to help! If they’re already set up on our member portal, they can also manage their upcoming rides from the online member portal.

First and foremost, the member should contact SafeRide to see if we have an alternate transportation that’s closer. If the member does not require mobility accommodations, we may be able to dispatch a rideshare (Uber or Lyft) driver if available. If they’re located in a rural area or not easily accessible at the time, we will do our best to schedule a replacement ride as soon as possible. We ask members to accommodate appointments 30 minutes before scheduled time to avoid these issues. Communication is key in these types of situations.

Yes, the assigned driver will wait for them but the wait time will depend on the form of transportation they are taking. For rideshare rides, a driver will wait 5 minutes for the passenger. For most NEMT vehicles, a driver will wait 15 minutes.

After the Ride

Most of the time, members will call the call center line. Please have members call the call center to leave positive reviews. Members will also receive text messages after the competition of their ride where they can both rate their ride experience and leave additional comments.

Members need to call their health plan directly to file complaints. All complaints will be shared and handled appropriately with SafeRide once relayed.

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