More wheelchair and door-to-door options

New available ride options include:

• Ambulatory: For riders who may not need mobility devices but may require assistance entering or exiting the vehicle. Drivers will be equipped to support riders (and their certified escorts, if needed) who have medical, physical, or mobility impairments. Drivers will be able to support legally blind riders; people with walkers, canes, personal oxygen tanks, and service animals; and people who need seat belt extensions.

•Wheelchair: For riders who require the use of mobility devices during transport. The wheelchair van is equipped to support any class of devices with 3 or more wheels, usable indoors, whether operated manually or otherwise powered. Drivers will be able to support legally blind riders, those with personal oxygen tanks, and people with service animals. They will also be able to provide seat belt extensions.

•Wheelchair XL: For riders who require the use of mobility devices during transport. The wheelchair van is equipped to support any class of devices with 3 or more wheels, usable indoors, whether operated manually or otherwise powered, with a base wider than 32 inches and a rider between 250 and 600 pounds. Drivers will be able to support legally blind riders, those with personal oxygen tanks, and people with service animals. They will also be able to provide seat belt extensions.

Across all modality types, drivers will come to the front door of the building to get the rider and make sure the rider can get to the front door after arrival at their destination.

A third party dedicated to healthcare transportation facilitates the rides in this program and conducts its own credentialing, training of drivers, and is responsible for vehicle quality. Unlike Uber WAV and Uber Assist, the third party’s drivers are not using Uber’s Driver app.

The drivers are generally W-2 employees of third-party transportation providers who are trained specifically for these types of rides and services. Background checks include criminal and MVR background checks as well as OIG/SAM and available state Medicaid lists/exclusion checks. Training includes CMS-mandated training and otherwise may depend on requirements from local jurisdictions.

NEMT on Uber Health will initially be available in California, Georgia, North Carolina, and Texas.

From there, we’ll expand to Colorado, Maryland, Michigan, Ohio, Oregon, Nevada, South Carolina, Virginia, and Washington.

If you’re interested in these states or states not listed, please let us know.

Driver training includes, where applicable:

• ADA training

• Assistive devices, including wheelchair lifts and tie-down equipment

• Basic first aid

• Civil rights, nondiscrimination, sensitivity, and diversity

• Client rights and responsibilities

• Customer service and prohibitive behavior

• Dealing with clients with violent behavior

• Defensive driving techniques

• Emergency procedures for transportation providers

• HIPAA training

• Passenger assistance

• Passenger safety

• Service delivery

• Trip documentation

• Wheelchair transfer

Yes, drivers will go to the front door of the building to get a rider. Drivers won’t go up elevators or up to apartment doors but will wait at the front door of the building. Drivers will also typically call riders upon their arrival.

Riders should be ready for their pickup 15 minutes before their pickup time.

Drivers may arrive 15 minutes before or after the scheduled pickup time and will wait for 15 minutes once they arrive, even if they arrive early.

Rides need to be scheduled at least 24 hours in advance but no later than 4 pm local the previous day. Rides can also be scheduled up to 60 days ahead On-demand trips and flexible rides are not supported today.

Riders are notified about their trips by text. They’ll receive the name of the transportation company or driver and estimated time of arrival. Riders should be ready for their pickup 15 minutes before their pickup time.

Just like UberX rides requested by Uber Health, you’ll see a ride card for each ride in the Uber Health dashboard and get alerts when the ride is not completed or not being matched with a driver in an expected timeframe.

Most of these rides, like UberX rides, will have real-time tracking available. But some trips may not have real-time tracking, won’t provide riders with the make and model of the vehicle (though many vehicles will be branded with the name of the transportation company), and won’t anonymize phone numbers when passed to drivers or transportation partners.

For support after a ride, contact Uber Health Support by choosing Contact Support in the relevant trip card. We’ll follow our usual investigation processes and alert or coordinate with our third-party partners as needed.

If you need help during a ride, you’ll be connected to our 3rd party when you choose Contact driver.

Given the program setup, we recommend this program for organizations that expect to coordinate more than 25 ambulatory or wheelchair rides a month.

This program requires an Uber Health representative to set up your account. Fill out this form and we'll get you started. As part of the setup, we’ll ask you for anticipated volume by county.

Once it’s enabled, you can request one of the new options from the vehicles option on the drop-down or directly from a member’s profile page.

Trip prices will vary based on vehicle type, state, and distance and a price range will be provided up front before requesting a ride.

Yes, you are able to set up both recurring rides and round-trips through our NEMT expansion. However, they must be scheduled in advance and cannot be Flexible rides.

This is only available on the Uber Health web-based dashboard today. We’re exploring opportunities for the API in the future, so we’d love to hear if you’re interested.