Streamline NEMT Management for Care Facilities

An “incomplete ride” refers to a trip that did not finish as scheduled or that the service provider has not yet processed the ride. This may occur for a variety of reasons—such as cancellations, no-shows, or service disruptions. The ride status details in the Care Portal will indicate the specific outcome.

A care member is a member/patient you’ve identified and added to your Care Portal roster for closer monitoring.

A recurring ride is is a pre-approved, recurring directive that allows specific services to be provided without requiring individual approval each time that can be booked up to two months out. In transportation, this applies to members with ongoing medical needs such as dialysis, physical therapy, or other routine treatments.

A sole source provider is a care facility or provider entity that also operates a non-emergency medical transportation (NEMT) service. For example, a nursing home may have a separate transportation service to take residents to and from their medical appointments.

If a member is stranded, please call the SafeRide call center immediately.

• During business hours: Our team will assist you directly. You can find the member's corresponding health plan and phone number here.
• After hours: Not all health plans provide after hours support. The plan's phone number will inform you if after hours support is offered or not. If it is, please email the plan-specific escalation contact. Additionally, please submit a ticket with as much detail as possible so we can investigate and prevent future issues. If the plan does not support after hours, please work with the member to find an alternative way home.

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Yes, restrictions may vary depending on the member’s health plan and sub-plan. The Care Portal will automatically apply these rules when booking.

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You can view member benefit details directly in the Member Profile Benefits tab of the Care Portal. For additional clarity, please contact your Facilities Relationship Manager.

Please attempt to book the ride in the Care Portal. If the benefit has been exhausted, the platform will indicate this. At that point, the member should contact their health plan directly. SafeRide will work with both the plan and the member to explore solutions.

Yes. Sole source providers can book rides in the Care Portal. However, ride fulfillment must be managed through a registered NEMT account. To register as a NEMT driver, please complete our form.

If holiday closures affect scheduled rides, you are able to adjust rides based on your facility's hours. If you have concerns, please contact your Facilities Relationship Manager.

In the event of inclement weather, you can modify the upcoming rides schedule to align with your facility's operating hours. If you have not heard from us but are concerned, please contact your Facilities Relationship Manager.

1. Confirm the member is still in your Care Portal roster.
2. Next, check the Rides page for the specific date, searching by member ID.
3. If the ride still cannot be located, please contact your Facilities Relationship Manager.

You can explore our library of training videos in the videos tab of this page. For further questions, please reach out to your Facilities Relationship Manager.

Please contact your Facilities Relationship Manager. They will first review the issue with you and then submit a ticket on your behalf to our internal team.

The Care Portal can not book gas mileage reimbursement rides. Please direct the member to call their health plan’s dedicated booking line. Click here to find a desired health plan's contact information and booking line.

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If you are unable to locate a member, please contact your Facilities Relationship Manager for assistance.

Please reach out to your Facilities Relationship Manager, who will serve as your first point of contact for Care Portal support.

Please complete the Care Portal interest form, and a Facilities team member will follow up with you to guide the setup process.

Please contact your internal team member who is an admin for the Care Portal. If unavailable, please reach out to the SafeRide Facilities Relationship Manager, who will help you get access.

You can reset your password directly on the Care Portal login page.

Please complete the network intake form to begin the process of registering your NEMT account.

Please contact your Facilities Relationship Manager to initiate account termination.

Please contact your SafeRide Health Account Manager, who will support you in completing this process.

Please reach out to your SafeRide Account Manager, who will guide you through the enrollment process.

At this time, adding new health plans is not self-service. Please work with your Facilities Relationship Manager to request additions.

You’ll need your facility’s basic contact information, designated administrators, and (if applicable) NEMT service details.