Member management and utilization tracking on Uber Health

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 to streamline the ride booking process and save coordinator time.

Note: Riders do not have to be members of any specific Uber program or have the Uber app to use Uber Health.

Administrators can add new members individually or in bulk. Admins can also request to enable coordinators to add new members, if that is better for their use case by contacting support at support@health.uber.com.

• 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.

Profiles 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 ride tracking information via text message 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

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.

After creating a plan, you can update a member’s profile with the corresponding Plan ID and start/end date. You can associate a member with multiple plans. When you request a ride, you’ll be able to select from the available active options for the member’s plans and associated benefits.

When you click on the member profile, you can order a trip by clicking “Request trip” from the top right corner, where it will take you to the ride booking page with all relevant member information already populated. If the member has saved addresses or past trips, you can also click on the buttons at the top of the page, which will take you to a pre-populated ride booking with the member’s past trip information, to quickly book a repeat trip

• 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

You can update new files daily.

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.

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.

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.

Uber Health’s utilization tracking has three components:

1. Members: Riders with saved profiles in Uber Health’s dashboard; for health plans this is the equivalent of a list of members from an eligibility file and for providers this may be made up of a roster of frequent patients.
2. Plans: Plans are ways to group members to give them access to particular benefits or policies; they contain one or more benefit structures. Every member can be associated with one or more plans by assigning Plan IDs to their member profiles. For Health plans, this is likely a specific health plan. For providers, this may be groupings of patients based on types of care that they receive (e.g. patients with recurring dialysis appointments may have different ride allowances than patients who need an annual wellness visit).
3. Benefits: Benefits are where the actual policies within the plan are defined, such as dollar or mileage limits. Every plan must have at least one benefit, but a plan can also have multiple benefit options.

For organizations interested in tracking usage but not setting specific limits or allowances, we recommend creating a plan that has a benefit with an unlimited spend allocation. At this time, you can only track utilization for transportation.

No, in order to track utilization at the individual rider level, the member must be connected to a plan. Even if there are no restrictions defined on the benefit of the plan, having a plan associated with the member allows the ride to be attributed to the member.

Benefits can be structured in a few different ways:

• By dollar amount (e.g. a member can have $100)
• By number of rides (e.g. a member can have up to 10 rides)

These allocations can be set up monthly or annually.

In addition to these allocations, you can also set trip level restrictions:

• Dollar amount per ride (e.g. no more than $50 per ride)
• Distance per ride (e.g. no more than 10 miles per ride)
• Allowed locations (e.g. only to or from the doctor's office)
• Restricted locations (e.g. no casinos, airports, liquor store)
• Time of day (e.g. no trips after 5pm)
• Vehicle type (e.g. UberX only)

Each plan can have multiple benefits. For example, a plan may have 10 rides a month for a dialysis benefit, and also a separate benefit of $100 a month for another type of ride. At the time of the ride request, coordinators will be prompted to select the policy that the ride is connected to.

When requesting a ride, a coordinator will be prompted to select the member and the corresponding active plan. Based on the plan, the system shows the benefits associated with the member. The coordinator can choose from the benefits within the plan, and the dashboard will display if the ride is covered under the benefit.

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 plan from the ride request form or select the "No benefit" option and proceed with requesting the ride. In either case, the ride 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.

An admin can create plans directly from the dashboard by navigating to the “Plans” section and clicking “Create new plan”. After creating a Plan ID and plan name, the admin can add benefits to the plan with allocations and restrictions.

The plan ID must be associated with a member in order to enforce the rules associated with that plan.

We recommend making changes to plans annually. While changes can be made after initial creation of policies, we recommend against it given the complexity it creates for past utilization reporting.

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, which you can pivot for your own reporting needs.

Admins can also customize the following settings:

• Internal notes and expense codes: In the Admin Portal at business.uber.com, admins can save whether internal notes are required and upload CSVs for expense code dropdowns by clicking Programs > Selecting the 3 dots to the right of their Uber Health Program > and adjusting the settings under Rules
• Trip defaults such as setting round trip and flexible rides as default: In the Uber Health dashboard at health.uber.com, admins can click on their initials in the top right corner and then go to “Preferences” to choose default trip options.