Transportation

Things to know about WellRide services:

• Covered NEMT services are given 24 hours a day, 365 days a year.
• Rides can be set up to 90 days in advance.
• For urgent needs after business hours, you can still contact Customer Service.

Is There A Number To Call After Business Hours? If you need to reach us after hours, please call the same toll-free number: 1-844-256-5720.

You or your representative can ask for a ride. We may give you a bus ticket, money for a taxi, or have a driver pick you up. We may pay gas money to you, a family member, or a friend to drive you. There is no cost to you for this service.

YCCO will never bill you for rides to or from covered care. Call WellRide Customer Service at 844-256-5720 TTY 711 for help or more info. Call WellRide Customer Service to do a reimbursement and they will tell you what is needed for your request.

WellRide Rider Guide:

You can download or print the Rider Guide. You can have a paper copy mailed to you, call Customer Service 855-722-8205 TTY 711 and make your request. All copies of the Rider Guide contain the same info.

WellRide Rider Guide:

The guide has more information, like:

• Wheelchairs and mobility help
• Vehicle safety
• Driver duties and rules
• What to do in an emergency or if there is bad weather
• Long distance appointments
• Meal and lodging reimbursement

You can get the Rider Guide in your language, braille, large print, or the format you need at no cost to you, Call Customer Service and ask for what you need.

YCCO NEMT Rider Guide 2025 English

YCCO NEMT Rider Guide 2025 English Large Print

Guía del pasajero de transporte médico no urgente de WellRide 2025

Guía del pasajero de transporte médico no urgente de WellRide 2025 Letra grande

YCCO 2025 NEMT Rider Guide Dari Persian 2025

Tilmaamaha Gaadiid Raacaha Gaadiidka Caafimaad Ee Aan Degdega Ahayn Somali 2025

**All copies of the Rider Guide contain the same info.**

You or your representative can also call Customer Service at 855-722-8205 to ask for a free paper copy. It will be sent in 5 business days. The paper copy can be in the language and format you prefer.

Schedule a ride
Call WellRide at 844-256-5720 TTY 711
Hours: Monday through Friday, 7:30 a.m. to 6:00 p.m.

WellRide is closed on New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day.

• Please call at least 2 business days before the appointment to schedule a ride. This will help make sure we can meet your ride needs.
• You can get a same or next-day ride. Please call WellRide.
• You or someone you know can set up more than one ride at a time for multiple appointments.
• You can schedule rides for future appointments up to 90 days in advance.

What to expect when you call
YCCO has call center staff who can help with rides in your preferred language and in a way that you can understand. This help is free.

The first time you call we will tell you about the program and talk about your ride needs. We will ask about your physical ability and if you will need someone to travel with you.

When you call to schedule a ride, we will ask for:

• Your full name.
• Your address and phone number.
• Your date of birth.
• Name of the doctor or clinic you need to visit.
• Date of appointment.
• Time of appointment.
• Pick-up time after appointment.
• If you need an attendant to help you.
• Any other special needs (like a wheelchair or service animal).

We will check to see if you are with YCCO and if your appointment is for a service that’s covered. You will get more information about your ride within 24 hours. You will get information about your ride request in a way you choose (phone call, email, fax).

If you request a ride less than two (2) days before the scheduled pick-up time, we will give you the phone number of the company who will arrange for your pickup. We may also give you the name and phone number of the driver who will pick you up.

Pick up and drop off
You’ll get the ride company or driver’s name and number before your appointment. Your driver will contact you at least 2 days before your ride to confirm details. They will pick you up at your scheduled time. Please be on time. If you are late, they will wait for 15 minutes after your scheduled time. That means if your ride is scheduled for 10 a.m., they will wait for you until 10:15 a.m.

They will drop you off for your appointment at least 15 minutes before it starts.

• First appointment of the day: We will drop you off no more than 15 minutes before the office opens.
• Last appointment of the day: We will pick you up no later than 15 minutes after the office closes unless the appointment is not expected to end within 15 minutes after closing.
• Asking for more time: You must ask to be picked up earlier or dropped off later than these times. Your representative, parent or guardian can also ask us.
• Call if your driver has not arrived by 10 minutes after pickup time: If your driver has not arrived by 10 minutes after your scheduled pickup time, call the ride company. Staff will let you know if the driver is on their way. Drivers must tell the dispatcher before leaving from the pick‐up location.
• Call if you don’t have a pickup time: If there is no scheduled pickup time for your return trip, call us when you are ready. Your driver will be there within 1 hour after you call.

WellRide is a shared ride program. Other passengers may be picked up and dropped off along the way. If you have several appointments, you may be asked to schedule them for the same day. This will help us to make fewer trips.

You may ask to have a friend or family member drive you to the appointment. They can get reimbursed (paid) for the miles they drive.

You have rights and responsibilities as a rider:

You have the right to:

• Get a safe and reliable ride that meets your needs.
• Be treated with respect.
• Ask for interpretation services when talking to customer service
• Get materials in a language or format that meets your needs.
• Get a written notice when a ride is denied.
• File a complaint about your ride experience.
• Ask for an appeal, ask for a hearing, or ask for both if you feel you have been denied a ride service unfairly.

Your responsibilities are to:

• Treat drivers and other passengers with respect.
• Call us as early as possible to schedule, change, or cancel a ride
• Use seatbelts and other safety equipment as required by law (example: car seats).
• Ask for any additional stops, like the pharmacy, in advance.

Cancel or change your ride

Call WellRide when you know you need to cancel or reschedule your ride, at least 2 hours before the pick-up time.

You can call WellRide Monday through Friday, 7:30 a.m. to 6:00 p.m. Leave a message if you can’t call during business hours.  Call WellRide if you have any questions or ride changes.

When you don’t show up
A “no-show” is when you aren’t ready to be picked up on time. Your driver will wait at least 15 minutes after the scheduled pick-up time before leaving. We may restrict your future rides if you have too many no-shows.

Having a restriction means we might limit the number of rides you can make, limit you to one driver, or require calls before each ride.

If your ride is denied
You will receive a call to let you know that your ride is denied. All denials are reviewed by two staff members before sent to you. If your ride is denied, we will mail you a denial letter within 72 hours of the decision. The notice states the rule and reason for the denial.

You can ask for an appeal with YCCO if you do not agree with the denial. You have 60 days from the date of the denial notice to request an appeal. After the appeal, if the denial stands you also have the right to request a State hearing.

We will mail your provider a letter as well, if the provider is part of our provider network and they requested the transportation on your behalf.

You have the right to make a complaint or grievance at any time, even if you have made the complaint before. Some examples of a complaint or grievance are:

• Concerns about vehicle safety
• Quality of services
• Interactions with drivers and providers (such as rudeness)
• Ride service requested was not provided as arranged
• Consumer rights

Learn more about complaints, grievances, appeals and hearings in your Member handbook and Member Benefits and Rights.