Update:
In addition to calling Ride to Care, the Hospital Discharge Form is available as a fillable online form to schedule a trip on behalf of a member getting discharged from the hospital. We monitor this form 24 hours a day, seven days a week.
If a member needs to cancel their trip, you can help them do so by using the Trip Cancellation Form. Please only use this form to cancel trips 48 hours or more in advance. Call Ride to Care for cancellations within 48 hours of the trip.
For more information about these forms, click on the forms below for a description or click here. Documents are available in multiple languages. Please expand the sections below for options. Don't see the language you need? Please contact CareOregon Customer Service to request the desired language.
Phone: 503-416-4100, toll-free 800-224-4840 or TTY 711.
Email: customerservice@careoregon.org.
Hours: 8 a.m. to 5 p.m. Monday-Friday.
A form used to verify members’ health care appointment(s) as part of the reimbursement process. Please see the Reimbursement Guide for more information about the reimbursement process.
Verification Form (English)Similar to the Appointment Verification form, this form is used to verify members’ health care appointments that happen at the same location on a consistent and reoccurring basis.
Sub Verification (English)A form used to designate an authorized representative to navigate any part of the NEMT process on behalf of a member
Appointment of Representative form (English)Online form available to schedule a hospital discharge on behalf of a member. We monitor form entries 24 hours a day, seven days a week. Follow-up transportation logistics will be prioritized by requested discharge time.
Hospital Discharge form (English)One-page handout providing a brief overview of the Ride to Care program
NEMT Overview (English)Center Management is a tool within Ecolane, the scheduling software that Ride to Care uses for non-emergent medical transportation (NEMT) for Health Share of Oregon members. This tool allows staff at health care facilities to check the status of members’ trips, as well as to cancel trips. It does not permit scheduling of trips, however. Any health care facility staff member who is involved with managing or assisting with patients’ transportation through Ride to Care can use this tool. Center Management is best used for members who regularly attend health care services at a particular location.
For more information, or to request access to this tool, submit a request here.
Health care providers are able to schedule trips for a member or submit a complaint on their behalf.
To schedule a trip, call Ride to Care at 855-321-4899, 503-416-3955 or TTY 711:
Select option 2 to schedule a future trip
Select option 3 to schedule a same-day trip
To submit a complaint, you can call or submit it online. For more information about grievances and feedback, click here.
Health Share providers and their staff play an important role within the Ride to Care program when working with members who often experience barriers of one kind or another. Keeping clinic leadership and patient-facing teams informed about the Ride to Care program helps us all better support members utilizing the program.
Verify member appointments. Before members can be reimbursed for transportation to health care visits, they need someone on your staff to sign an Appointment Verification Form or a Ride Subscription Verification Form.
The appointment verification process is required by most CCOs’ NEMT brokerages as a means of verifying a member’s health care appointment.
Some Health Share members will bring an Appointment Verification Form with them. Others will ask if you can print it out for them.
Fax a verification form to us. Members may also ask you to fax the signed, completed Appointment Verification Form to us. We must receive the form within 45 days of the appointment. If the form is submitted late, we may not be able to reimburse the member.
Forms can be faxed to our provider-only line at: 503-296-2681
Please include a cover sheet with clinic contact details.
Or fax a verification letter to us. An alternative to the completed appointment verification form is a letter on your office’s letterhead. As with the verification form, we must receive the letter within 45 days of the appointment.
If you send a letter, please include:
The member’s first and last name.
Their current mailing address.
Their Health Share Medicaid Member ID number.
The date and time of their visit.
The purpose of the visit.
Your signature, or a staff member’s signature.
The clinic or facility’s phone number.
Please fax the letter to our provider-only line: 503-296-2681.
Update member information before we schedule trips. We want to ensure that Health Share members are receiving the best, most cost-effective services for their transportation needs.
When members call us to schedule a trip, we’ll ask about their transportation resources and situation, including the items below. If you are helping to schedule members’ trips, we may ask you about this information as well:
If a member has four or more stairs they are unable to go up or down by themselves, please tell us how many stairs the member needs to navigate.
Please tell us if a member needs oxygen or any other medical monitoring or assistance during transport. Ride to Care will ask if there is oxygen or other medical services available at the member’s destination.
Please tell us if a member needs a stretcher provided, i.e., if they are unable to support themselves upright during transport. Ride to Care will ask if they have a place to transfer at their destination.
Any mobility device or special vehicle needs.
Any medical or mental health conditions preventing the member from using public transportation or driving.
The member’s access to public transportation.
Whether the member can drive themselves to appointments, or have family or friends drive them.
Any attendants or others traveling with the member, including minors requiring car seats.
We cannot provide car seats for members. Drivers may not help install or remove a car seat. Members must take the car seat with them when they leave the vehicle. The driver cannot keep a car seat in the vehicle for a member.
Any special modifications to the trip based on the member’s needs, history or circumstances.
As part of this process, we may ask medical providers to:
Confirm appointments.
Provide more information about a member’s transportation needs.
These questions help us make sure members receive the best service for their needs.
Receive notices of denied NEMT benefits (OAR 410-141-3920). The state requires coordinated care organizations such as Health Share to send a notice of adverse benefit determination (NOABD) to the member within 72 hours of each denial of service. Transportation service denials do not necessarily mean the medical service the member was receiving was not covered, however at times we may deny transportation if Ride to Care cannot determine if the member is attending or receiving a covered service.
If you would like more information about the reason a member’s transportation service was denied, please call us. If you are the provider the member was scheduled with, we can send you a copy of the NOABD upon request.
We’re here to help. If you have any questions about the program, feedback, or a complaint about any part of a member’s transportation services, you can contact Ride to Care’s Customer Service or fill out our online Transportation Grievance and Feedback form. You may also contact Health Share’s Customer Service if you do not want to share directly with Ride to Care, or you need help knowing how to proceed.
Please call us immediately if there are any issues related to a scheduled hospital discharge. If there are other issues complicating a member’s transportation, or the member has missed their ride, call Ride to Care for assistance.
If you call, we’ll ask for:
Member’s name and date of birth.
Name of the driver and/or the name of the transportation company if you know it.
The date of the incident or experience, if applicable.
Identifying trip information.
Member’s Health Share Member ID number.
Ride to Care Customer Service
Phone: 503-416-3955 or toll-free 855-321-4899
TTY: 711
Business hours: 8 a.m. to 5 p.m. Monday through Friday, except holidays
Select option 2 to schedule a future trip
Select option 3 to schedule a same-day trip
Select option 4 to submit a complaint or other feedback
Health Share Customer Service
Phone: 503-416-8090 or toll-free 888-519-3845
TTY: 711
Business Hours: 8 a.m. to 5 p.m. Monday through Friday
Health Share members trust their providers as a reliable source of information beyond their health care. Please check out our Member Forms and Guides page to learn more about the Ride to Care program.
If patients have questions you cannot easily answer, please encourage them to call Ride to Care.