Member management and benefit utilization on Uber Health
Member management allows you to create member profiles based on eligibility files or patient databases. It lets you save default contact information and preferences, and track utilization at the individual level. You can also set policies at the trip level, and track spending and usage.
For providers
This allows you to improve coordinator efficiency by using pre-saved trip preferences and contact information, set trip distance limits, and know how much you’re spending by rider.
For health plans
This allows you to fully use Uber Health for your transportation benefit. You can upload member eligibility files and plan benefit structures, and see benefit utilization at the member level.
In the future, healthcare providers will also be able to use a patient’s existing transportation benefit to coordinate care, saving providers out-of-pocket expenses and saving plans operating expenses.
Frequently asked questions
Please get in touch for a more detailed user guide.
- Who should use the member management feature?
Anyone can use member management, but it was especially designed to be a useful tool for organizations that have frequent riders or for health plans that have a list of eligible members.
Note: we use the term “members” because of health plans. Riders do not have to be members of any specific Uber program or have the Uber app to use Uber Health.
- How do I add members or upload eligibility files?
Administrators can add new members individually or in bulk.
- Individually: To add new members one at a time, admins can add people from the Members tab in the Uber Health dashboard.
- In bulk through CSV upload: Admins can import CSV files from the drop-down at the top of the Members tab in the Uber Health dashboard. Admins can download the CSV file template and choose a file to upload.
- In bulk through SFTP: Using SFTP requires configuration to set up. See the SFTP section below for more information. Please note: only name, phone number, member ID, and plan eligibility information can be added by SFTP; trip preferences will need to be saved manually in the dashboard.
- What information does a member profile have?
Profiles and eligibility files require basic user information (name, phone number, and member ID) and have additional optional fields for date of birth, gender, plan IDs, and associated plan start/end dates.
Directly in the dashboard, you can also save trip preferences to make requesting rides easier, including:
- Saved locations: You can add frequently used addresses and label them (such as “home” or “Dialysis Center”)
- Trusted contacts: Save someone who will receive text message ride tracking information when the share trip option is selected on the ride request form.
- Flexible first: Set the rider’s default ride option to flexible rides, where riders can request a trip when they’re ready
- Preferred vehicle types
- How is the collected information kept secure?
The data collected in a member’s profile is subject to the same HIPAA-enabled security and privacy controls we apply to all the information Uber Health collects.
- How do I tie a member to a plan and corresponding benefit structure?
When you upload member information, you can associate a member with plan IDs and start/end dates for each plan. Members can be associated with multiple plans, and you can also set a default. Our implementation team will help you upload a benefit structure tied to the plan ID, and the Uber Health tool will match the member to the corresponding benefits using the plan ID.
When you request a ride, you’ll be able to select from the available active options for the member’s plans and associated benefit structures.
- How do I configure SFTP?
- Go to the admin portal at business.uber.com
- Select the user icon in the top right corner and click select Settings and then click the Integrations Tab and select Health SFTP
- Find more information and instructions at https://developer.uber.com/docs/health/data-automation/introduction
- How often can I send files?
You can update new files daily.
- What file formats do you support?
To download template:
- Navigate to the Members tab (found in the menu on the left side of the Uber Health dashboard).
- Click the Add members button
- Select Import CSV from the drop down.
- Download the CSV file template and choose a file to upload.
We don’t support other file formats, and headlines are not editable.
- How does member re-enrollment work?
If a member is deleted and then re-enrolled, we’ll restore their member profile with past activity if the same member ID is used.
- How does member addition and editing work using SFTP?
If it is a new member ID the system will create a new member. If the system matches the Member ID with an existing member, it will override member information with new information provided in the file.
- What benefit structures do you support?
Benefits can be structured 2 ways:
- By number of rides (for instance, a member can have 10 rides).
- By dollar amount (for instance, a member can have up to $100).
These amounts can be allocated monthly or annually and can be set by service type. You can have multiple service types in a single plan. For example, a plan may have 10 rides a month for dialysis and also a separate benefit of $100 a month for general rides. At the time of the ride request, coordinators will be prompted to select a plan and the benefits within the plan that the ride is tied to.
You can also set restrictions based on the distance or cost of the ride (for example, allowing rides up to $100 or 25 miles).
For providers interested in tracking usage or setting trip-level restrictions but without specific benefit structures, we recommend creating unlimited benefits.
At this time, eligibility and benefits through Uber Health are only available for transportation. We’re working to add eligibility and benefits for prescription and grocery delivery. Restrictions based on location, network status of the provider, or Uber ride option type (for instance, UberX) are also not yet supported, but an organization can specify a preferred ride type on the member’s profile.
- How does a ride get mapped to a benefit?
When requesting a ride, a coordinator will be prompted to select the member and the corresponding active plan. Based on the plan, the system will load which benefit structures the member is eligible for. The coordinator can choose from the benefits within the plan, and the dashboard will display if the ride is covered under the benefit.
- What happens when a member has exhausted their benefits or a plan is inactive?
If a benefit is exhausted or a plan is inactive, the coordinator will be presented with a warning. Coordinators will then have the option to remove the inactive plan or select the "No benefit" option and proceed with requesting the ride. The ride in this case will not be tracked against benefit utilization.
Organizations are charged for all completed rides and cancellation fees requested on their account, regardless of whether they’re tied to a benefit or plan.
- How do I upload or make changes to benefits?
You will work directly with an Uber Health representative to create and upload a plan benefit file that will map specific benefits to a plan ID.
Then you’ll upload your member file and associate a plan ID next to each member.
We recommend making changes annually. While changes can be made after the initial upload, we recommend against it given the complexity it creates for past utilization reporting.
- Where can I track benefit utilization?
You’ll be able to see the utilization of each uploaded benefit on the member’s profile in the Uber Health dashboard. Additionally, ride history CSVs will include the member ID and plan ID for any trip tied to a member and benefit.