Transportation Assistance

Vaya Health can help Vaya Total Care Medicaid members get to and from certain appointments and resources. We work with a company called Modivcare to manage transportation services.

For NC Medicaid Direct beneficiaries, your local Department of Social Services (DSS) can provide Non-Emergency Medical Transportation (NEMT).

Emergency Transportation

For life threatening emergencies, call 911.

Non-Emergency Medical Transportation (NEMT)

NEMT includes rides to and from any Medicaid appointment, including:

  • Doctors or specialists
  • Pick up prescriptions
  • Mental health appointments
  • Substance use treatment

Schedule a ride

Vaya Total Care Medicaid members can get free rides for different needs. To schedule a ride for an appointment, call Modivcare at 1-888-621-2084(7 a.m. – 6 p.m., Monday – Saturday). Make your reservation at least two days before your appointment.

NC Medicaid Direct beneficiaries may request NEMT services from your local DSS.

Request an urgent pickup

Urgent rides are when you’re discharged from the hospital or your doctor schedules an appointment for the next day. For next day appointments, the trip will be verified with the doctor’s office. For urgent rides, call Modivcare at 1-888-621-2084(24 hours a day, 7 days a week).

When you call, you’ll need:

  • Your member ID number
  • Name and address of your appointment
  • Appointment day and time

(7 a.m. – 6 p.m., Monday – Saturday) Hearing Impaired TTY: 1-866-288-3133

More information is available in the Vaya Total Care Member Handbook. For questions about reimbursements and Vaya Health’s NEMT policy, call our Member and Recipient Services Line at 1-800-962-9003 (7 a.m. – 6 p.m., Monday – Saturday).

Non-Medical Transportation

Vaya Total Care Medicaid members may receive up to 12 round trips to non-medical locations. This includes rides to:

  • Libraries
  • Prenatal classes
  • Grocery stores, food banks, and farmer’s markets
  • Post offices, FedEx, and UPS
  • Notaries, legal aid, and attorneys
  • Parks, walking trails, and gyms for exercise
  • Local community activities and job-related activities
  • Banks or places to pay bills

To request a ride, call Modivcare at 1-888-621-2084 (7 a.m. – 6 p.m., Monday – Saturday). Rides must be scheduled at least two days in advance.

The transportation benefit is separate from NEMT. More information about Vaya Total Care Perks is available on our website.

Questions and Answers

What kind of doctor can I get a ride to and from?

Vaya Total Care Medicaid members can get rides to any Medicaid-covered treatment within North Carolina. Travel outside of the state must be pre-approved by Vaya.

What if I need to go to the doctor but my visit is less than two days away?

We can help Vaya Total Care Medicaid members with urgent rides that are less than two days away. Urgent rides are when you are discharged from the hospital or your doctor schedules an appointment for the next day. For next day appointments, the trip will be verified with the doctor’s office.

What do I have to pay for rides?

No, there is no cost if you have Medicaid. Vaya offers free NEMT and non-medical rides for Vaya Total Care Medicaid members.

NC Medicaid Direct beneficiaries can contact the local DSS.

How far can I travel to see a doctor?

There are no trip limits for a ride to see an approved doctor. However, trips over 75 miles must be pre-approved by Vaya Health.

Can someone else make my reservation for me?

Yes. A relative, caregiver, or a medical staff member can make your reservation for you.

What if I use a wheelchair?

Please bring your own wheelchair. Our transportation will accommodate you and your wheelchair.

What if my appointment is cancelled or rescheduled?

Call Modivcare at 1-888-621-2084 (7 a.m. – 6 p.m., Monday – Saturday) to reschedule as soon as you can.

What if I don’t know when I will need a return ride home?

Call Modivcare after your appointment at 1-888-621-2084. Hearing-impaired members can call: TTY 1-866-288-3133.

What if my ride is late?

Please call Modivcare at 1-888-621-2084 (7 a.m. – 6 p.m., Monday – Saturday) Hearing-impaired members can call: TTY 1-866-288-3133.

What if I have a complaint?

Please call the Modivcare at 1-888-621-2084 (7 a.m. – 6 p.m., Monday – Saturday) Hearing-impaired members can call: TTY 1-866-288-3133.