Vaya Partners can help Tailored Plan members with Medicaid get to and from certain appointments and community resource destinations. We work with a company called Modivcare to manage transportation services.
For NC Medicaid Direct members, your local Department of Social Services (DSS) can schedule Non-Emergency Medical Transportation (NEMT). Transportation services are not available for recipients of State-funded services.
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
- Pharmacies (for prescriptions covered by Medicaid)
- Mental health appointments
- Substance use treatment
Schedule a ride
Tailored Plan members can get free rides to Medicaid appointments. To schedule a ride, call Modivcare at 1-888-621-2084 (7 a.m. to 6 p.m., Monday – Saturday). Hearing-impaired members can call TTY 1-866-288-3133. Make your reservation at least two business days before your appointment.
If you are a NC Medicaid Direct member, contact your local DSS to request NEMT services.
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 your doctor’s office.
For urgent rides, call Modivcare at 1-888-621-2084 (24 hours a day, seven days a week).
When you call, you’ll need:
- The member’s Medicaid ID number
- Member’s name (first and last)
- Member’s date of birth
- Name and address of the appointment location
- Appointment day and time
More information is available in the Behavioral Health and Intellectual/Disabilities Tailored Plan Member Handbook. For information about reimbursements and Vaya Partners’ NEMT policy, call our ACCESS Member Services Line at 1-888-235-4673 (7 a.m. to 6 p.m., Monday – Saturday).
Non-medical transportation
Tailored Plan members may receive up to 12 round-trip rides (or 24 one-way trips) per calendar year as a value-added service. 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. to 6 p.m., Monday – Saturday). Rides must be scheduled at least two business days in advance.
The non-medical transportation benefit is separate from NEMT. Learn more about Value-Added Services.
Transportation assistance Q&A
Vaya Partners Tailored Plan members can get rides to and from any Medicaid-covered treatment in North Carolina. Vaya Partners must pre-approve travel outside of the state.
We can help Tailored Plan members with recovery rides and urgent rides. Recovery rides are when you are discharged from the hospital, and urgent rides are when your doctor schedules an appointment for the next day. For next-day appointments, the trip will be verified with your doctor’s office.
No, there is no cost if you have Medicaid. Vaya Partners offers free NEMT and non-medical rides for Tailored Plan members.
NC Medicaid Direct members can contact their local DSS.
There are no trip limits for a ride to see an approved doctor. However, Vaya Partners must pre-approve trips over 75 miles.
Yes. A relative, caregiver, or medical staff can make your reservation for you.
Please bring your own wheelchair. Modivcare will accommodate you and your wheelchair.
Call Modivcare at 1-888-621-2084 to reschedule as soon as you can.
Call Modivcare after your appointment at 1-888-621-2084.
Call Modivcare at 1-888-621-2084.
Call Modivcare at 1-888-621-2084. Additionally, Vaya Partners follows a “no wrong door” approach to grievances (complaints). Learn how to submit a grievance to Vaya Partners.
