Ride to Care is raising the mileage reimbursement rate. This affects the amount it pays members who drive themselves to and from their appointments. Members will get $0.70 per mile instead of the old rate of $0.67. This change will be effective January 1, 2025.
OHA has approved increases to member reimbursement rates. This affects the amounts Ride to Care pays members who drive themselves to and from their appointments. The new rates go into effect for trips on or after December 1, 2024.
Ride to Care does not provide emergency transportation. Please call 911 if you need emergency care.
Our Customer Service team is available during regular business hours, 8 a.m. to 5 p.m. Monday through Friday. Whenever possible, please call us at least two business days before a health care appointment to discuss and schedule your transportation. You may schedule multiple trips during one phone call, including for recurring (repeat) appointments. Rides may be scheduled up to 90 days in advance.
Outside of regular business hours, you will reach our after-hours call center. The after-hours call center offers limited services. They can help you:
Schedule medically urgent trips like going home from the hospital or going to urgent care.
Check on a scheduled ride that’s more than 10 minutes late.
Check on future rides you’ve already scheduled.
When scheduling a trip, the call agent will need information about your ride needs and health care appointment to schedule your trip. This information helps us verify your appointment is for a covered Health Share service. Sometimes the provided information needs to be verified with your health care provider or health plan. Please refer to the Scheduling a Trip section to find more information.
The information on our website provides a brief overview of the program. The Rider’s Guide can help you learn more information about how the Ride to Care program works. Copies of the Rider’s Guide are available online on the member’s forms and guides page or can be mailed to you in your preferred language upon request – please ask Ride to Care Customer Service for this request.
If your ride is more than 10 minutes late, please call Ride to Care Customer Service to check on it.
Toll-free 855-321-4899
503- 416-3955 or TTY 711
A new option for members who experience ride delays and no shows is for the member to utilize TNC options, such as Uber or Lyft, for members who either require a sedan or wheelchair van. The member will need to keep receipts and have an appointment verification form signed and submitted to Ride to Care with the receipts to be eligible for reimbursement. We do expect members would first take the route of scheduling their trip through Ride to Care, and use this option as a last resort.
Check the Reimbursement section for more information.
You have the right to request a same-day or next-day ride. However, we cannot guarantee short notice trip requests. Fulfilling a short notice trip request depends on our transportation providers’ capacity and availability.
We may verify same-day rides with your health care provider. You have the right to ask for a same-day ride. But two-day notice will help us serve you better in times of high demand.
Please check the Same-Day and Next-Day trips section for more information on how same-day trips are prioritized.
In an emergency, call 911.
Customer Service is closed on New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas. However, our after-hours call center is available regardless of the time, day or holiday.
To make transportation services simple, we created a video overview of transportation services and benefits:
For more information and details about the forms and guides, click here.
Reimbursement Guide - English: Regular print | Large print
Reimbursement Guide - Spanish: Regular print | Large print
Reimbursement Guide - Arabic: Regular print | Large print
Reimbursement Guide - Simplified Chinese: Regular print | Large print
Reimbursement Guide - Traditional Chinese: Regular print | Large print
Reimbursement Guide - Korean: Regular print | Large print
Reimbursement Guide - Russian: Regular print | Large print
Reimbursement Guide - Somali: Regular print | Large print
Reimbursement Guide - Ukranian: Regular print | Large print
Check out pages 5-7 in the Rider’s Guide for more information
Ride to Care provides non-emergent (not for an emergency) medical transportation or NEMT at no cost to the member. It is a benefit for eligible Health Share of Oregon members in Clackamas, Multnomah and Washington Counties. The trips get you to health care visits that Health Share pays for through the Oregon Health Plan (OHP). This could include appointments to a doctor, dentist, mental health counselor, or more.
Whenever possible, please call us at least two business days before a health care appointment to discuss and schedule your transportation. You can schedule up to 90 days in advance.
Ride to Care has three ways to help you get to your health care appointments. We call these “trips”.
Public transportation: We provide daily or monthly TriMet Hop Fastpasses to take TriMet buses, MAX, the Portland Streetcar and C-Tran. We can also offer fare for other local transit agencies within the Health Share service area. Check the Public Transportation section for more information.
Reimbursement: We pay a per-mile rate for mileage to and from health care visits. You can drive yourself, or someone else can drive you. In some cases, we pay stipends for meals and lodging when your health care needs take you outside Multnomah, Clackamas or Washington counties. Check the Reimbursement section for more information.
Vehicle-provided rides: We can schedule private and shared rides, in the type of vehicle that’s appropriate to your needs. Please contact us at least two business days in advance of an appointment. Check the Vehicle-Provided Rides section for details.
Check out page 17 in the Rider’s Guide for more information.
We can help you get to the pharmacy to pick up prescription drugs as an add-on to an existing trip. The stop can be added before or after your appointment. The pharmacy must be a reasonable distance from the direct route where we pick you up or drop you off. We can provide bus fare, mileage reimbursement or a vehicle-provided ride. For vehicle-provided rides, you have a choice:
The driver can wait 15 minutes.
You can schedule a specific time you would like to be picked up when you schedule your trip.
Or you can call when you are ready to be picked up. Drivers may arrive up to an hour after you call based on provider availability.
Check out pages 6 in the Rider’s Guide for more information.
Each time you call, we will need the following information from you:
Your first and last name.
Your date of birth.
Your Health Share of Oregon Medicaid ID number.
Date and time of the appointment.
Full starting and destination addresses.
Facility name, doctor’s name and doctor’s phone number.
Medical reason for the appointment.
Whether it is a round trip or a one-way trip.
We will approve or deny your trip request within 24 hours of your contacting us. If your appointment is within 24 hours, we will let you know our decision sooner than that, so you can arrive on time for your appointment. You have the right to request a same-day or next-day ride. However, we cannot guarantee same-day trip requests. Fulfilling a same-day trip request depends on our transportation providers’ capacity and availability. For more information, check out the Same-Day and Next-Day Trips section.
We may need to verify your trip when you call to schedule. Our verification process may include checking with the clinic to confirm your trip request matches an appointment.
Need to schedule a trip that is located outside of Clackamas, Multnomah, or Washington counties? If so, this trip is considered “out of area”, check out pages 18-19 in the Rider’s Guide for more information.
Check out pages 8-10 in Rider’s Guide for more information.
If you’re able to take public transit to a health care appointment you schedule with us, Ride to Care can cover your fare. We provide daily or monthly TriMet Hop Fastpasses to take TriMet buses, MAX, the Portland Streetcar and C-Tran. We can also offer fare for other local transit agencies within the Health Share service area.
The Health Share service area transit agencies includes TriMet, Portland Streetcar, Vancouver C-TRAN, Canby Area Transit (CAT), Sandy Area Metro (SAM), South Metro Area Regional Transit (Wilsonville SMART) and South Clackamas Transit District (SCTD).
Please plan ahead. It can take five to seven business days to mail a new Adult, Youth or Honored Citizen Hop card, or fare for other transit systems.
Do you already have a Hop card? Whenever possible, call us at least two business days before your appointment to give us time to approve your trip and load your fare.
Check out pages 9-10 in Rider’s Guide for more information.
We encourage all members who use TriMet and C-Tran for their appointments to apply for an Honored Citizen or Low-Income fare Hop Fastpass card.
You can pick up your personalized card at the TriMet Ticket Office in Pioneer Courthouse Square, 701 SW Sixth Ave., Portland.
Check out the Rider’s Guide, and the Reimbursement Guide for more information.
We pay a per-mile rate for mileage to and from health care visits. You can drive yourself, or someone else can drive you. In some cases, we pay stipends for meals and lodging when your health care needs take you outside Multnomah, Clackamas or Washington counties. Ride to Care can reimburse you 67 cents per mile.
We provide reimbursement funds on the Focus card. The Focus Card is a Visa prepaid debit card, offered through U.S. Bank.
For a full explanation of the reimbursement process, check out the Reimbursement Guide. A quick review can also be found in the Rider’s Guide. Forms and guides can be found on the Forms and Guides page.
Get a Focus Card. The first time you request reimbursement, we will create an account for a Focus Card with U.S. Bank. The card will be mailed from U.S. Bank, and could take 7-10 business days to arrive.
Call us at Ride to Care to schedule your trip before your appointment. Whenever possible, call at least two full business days before your appointment. You may call up to 90 days before your appointment.
Get reimbursed. After we verify your appointment, we will load your mileage reimbursement onto a Focus Card. We will do this within 14 business days of your appointment date.
Questions? Call us during regular business hours: 8 a.m. to 5 p.m. Monday through Friday (except holidays) at 503-416-3955, toll-free at 855-321-4899 or TTY 711.
The Focus Card is issued by U.S. Bank National Association pursuant to a license from Visa U.S.A. Inc. © 2022 U.S. Bank. Member FDIC.
Want to check the dollar amount on your Focus card?
Here are two ways:
Call U.S. Bank Focus Customer Service toll-free: 877-474-0010
Visit the Focus Card website: usbankfocus.com
Check out pages 12-17 in the Rider’s Guide for more information.
We can schedule private and shared rides, in the type of vehicle that’s appropriate to your needs. That includes your mobility device.
Please contact us at least two business days in advance of an appointment.
Our drivers can offer different levels of service to best fit your medical needs. When you call us to schedule a ride, please let us know the type of assistance you require.
Curb-to-curb: Your driver will meet you at the curb of your pickup and drop-off location.
Door-to-door: Your driver will meet you at the door or front desk of your pickup location. The driver will escort you to the door or front desk of your drop-off location.
Hand-to-hand: Your driver will meet you and a member of your care team at your pickup location. Your driver will bring you all the way inside at your drop-off location. Your driver will stay with you until someone from your care team takes you the rest of the way. A personal care attendant, if available, can help do this service instead.
When you have a scheduled ride, your driver will arrive with enough time to get you to your appointment.
Please be ready to go when the driver arrives. You do not have to board the vehicle before your scheduled pickup time if you are not ready.
Drivers will wait for no more than 15 minutes after your scheduled pickup time. If you are not ready within 15 minutes, they will move on to their next trip.
Questions? Call us during regular business hours: 8 a.m. to 5 p.m. Monday through Friday (except holidays) at 503-416-3955, toll-free at 855-321-4899 or TTY 711.
Check out pages 13-14 in the Rider’s Guide for more information.
You have the right to request a same-day or next-day ride. However, we cannot guarantee same-day trip requests. Fulfilling a same-day trip request depends on our transportation providers’ capacity and availability.
We may verify same-day rides with your health care provider. You have the right to ask for a same-day ride. But two-day notice will help us serve you better in times of high demand.
Here is how we prioritize same-day trip requests:
You are being discharged from the hospital.
Your health care provider asks you to come in the same day for a serious condition. This can include rides for lab work or other testing.
You are going to urgent care because you are sick, and your primary care provider is not available.
You are pregnant and need to see your prenatal provider or go to urgent care.
Your health care provider is sending you to a specialist.
You must pick up a needed medicine right away.
For all other reasons, please make your trip request at least two business days before your appointment. Services are available 24 hours a day, 365 days a year. You may schedule multiple trips during one phone call.
If a friend or family member can take you to your appointment, we can approve mileage reimbursement on a same-day basis. If you can use public transit, we can approve transit fare.
Check out pages 14-15 in the Rider’s Guide for more information.
A mobility device is something that helps you move around. It is important that we know if you use one, what size it is, and if you need help loading and unloading it into the vehicle. Whether you use a cane, walker, wheelchair or scooter, or you need stretcher transport, we can get you to your appointment.
We can provide a ride that accommodates your mobility device, but not every vehicle can accommodate every type of device. We want to send the vehicle that best fits your needs.
Important details about your mobility device can include:
Whether it folds
The width and length of the device
The combined weight of the device when occupied
If it has a high back or is reclining
For stretcher transport, or if you need a wheelchair provided for the ride, we will need to know your height and weight so we can send the appropriate size.
Oxygen can also be provided for a ride if requested. When you schedule your ride, please tell us the number of oxygen liters you will need. If we provide you with a mobility device or oxygen, we cannot leave them with you at your destination. Make sure you plan for your needs at your home address and during your appointment.
Check out page 15-16 in the Rider’s Guide for more information.
You can bring a service animal with you during your rides. A service animal is a dog or miniature horse that you require because of a disability. The animal has been trained to do work or perform tasks for your benefit as a person with a disability. Learn more about service animals and the Americans with Disabilities Act (ADA) at ada.gov/service_animals_2010.htm
Emotional support animals, companion animals and pets are not allowed in our vehicles, except in enclosed carriers.
Check out page 17 in the Rider’s Guide for more information.
An adult must accompany (go with) children 12 years old and under. The adult must be their parent, stepparent, grandparent, legal guardian, Department of Human Services (DHS) staff or volunteer, or Oregon Health Authority (OHA) staff. Or it could be an adult (18 years or older) who the parent or legal guardian identified in writing as a personal care attendant, or PCA. The adult attendant must provide and install car seats for any children under 8 years old.
We cannot provide car seats for you. Drivers may not help install or remove a car seat. You must take the car seat with you when you leave the vehicle. The driver cannot keep a car seat in the vehicle for you
Ride to Care does not provide emergency transportation. If you need an ambulance, call 911. If you experience a medical emergency, please call 911 or have someone take you to the nearest emergency room.
If you have an emergency during your ride, please tell your driver right away. Your driver will call 911.
Check out pages 22-24 in the Rider’s Guide for more information.
Health Share and the Ride to Care program want to give you the best possible care. Your feedback helps us improve. If you need to submit feedback, such as a complaint about a missed ride, it’s important that your share your experience with Ride to Care or Health Share.
If you have a complaint about any part of your 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.
If you call, we’ll ask:
Your 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.
Your Health Share Medicaid Member ID number.
If you feel you have been denied service unfairly, you have the right to an appeal, a hearing or both. If you are denied a service, we will tell you verbally why the request was denied. Health Share requires a secondary review is provided by another employee when the initial screener denies a ride. If a trip has been denied, Ride to Care will mail a Notice of Adverse Benefit Determination (NOABD) letter to you informing you of the denial.
If we deny, stop, or reduce NEMT services that you have requested, or that your health care provider requested on your behalf, we will mail you a NOABD letter within 72 hours, or as soon as possible before the change happens. The notice will tell you why we made that decision.
The letter will explain how to appeal the decision if you want to. Follow the instructions on the NOABD letter to start the appeal process through Health Share. You must submit the appeal within 60 days from the date on the NOABD letter.
For more information about Grievance and Appeal systems, policies, and procedures, please call Health Share Customer Service
Contact 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
Health Share Customer Service
Phone: 503-416-8090 or toll-free at 888-519-3845
TTY: 711
Business Hours: 8 a.m. to 5 p.m. Monday through Friday
