About CareCar
CareCar is a health transportation network company (TNC) specializing in non-emergency medical transportation (NEMT) services and benefits administration. Health Plans partner with CareCar to ensure their members receive reliable transportation to their health-related appointments and services.
How it Works
Health plan members, their authorized representatives, and care providers can request rides to medical and health-related locations according to their plan benefits.
Rides can be requested/scheduled via:
- Phone: Members can call their health plan’s designated toll-free number (provided by their health plan) or by calling CareCar’s Member Services Center.
- Online: Visit www.getcarecar.com to schedule a ride.
- *Member App: Coming January 1, 2025
Once a ride is scheduled, the request is offered on CareCar’s marketplace platform to local contracted transportation providers. A provider with a vehicle that meets the member’s transportation needs will accept the ride and provide transport at the designated time and location. Designated health plan account users can monitor the entire process in real-time via the CareCar App (HQ).
Important things to know
- CareCar is open 24 hours a day, 7 days a week
- Rides should be requested at least 24 hours in advance to ensure availability. Rides requested under 24 hours will be fulfilled based on provider availability and to the best of our ability.
- Return rides can be scheduled for a specific time or as a “will-call.” Will-calls can be activated via telephone or text. Wait times for will-call rides may vary, but on average, members wait less than 30 minutes.
- Members will receive a notification via text and/or phone call the day before their scheduled ride. The notification will include instructions to either confirm or cancel the reservation.
- A 24-hour advance notice is required for any ride cancellations.
- Members or their designated contact will be contacted by the driver assigned to their ride or by a CareCar representative on the day of their ride to provide an estimated time of arrival (ETA).
- If a driver is unable to accommodate the ride as scheduled, a CareCar Coordinator will contact the member or their designated contact for a resolution. Possible resolutions include:
- Coordinating with facility and member to reschedule the appointment.
- Offering reimbursement to a family member or vested party for transportation (if allowed by member’s health plan).