Transportation to Appointments

When you first call to schedule a trip, you will be asked if you would like to receive notifications by text message. You’ll get texts to remind you about your ride. You’ll also get texts to let you know when your driver is on the way and what kind of vehicle to expect. You can reply STOP or UNSUBSCRIBE at any time if you decide you don’t want to get text messages about transportation.

When you call or go online to schedule your ride, please have the following information ready:

• Your first and last name
• Your Member ID number
• Your date of birth
• Your home address where we will pick you up
• A phone number where we can reach you about your appointment
• The date and time of your appointment
• The complete physical address for the location of your appointment
• The type of medical provider you are seeing (physician, laboratory, etc.)
• If this will be a recurring appointment (such as appointments for dialysis or physical therapy)
• If someone will be traveling with you (one person can ride with you to your appointment)

You can schedule your ride up to 30 days before your scheduled appointment. You must contact the transportation service at least 48-hours (2 business days) before your appointment. To schedule by phone, call 1-855-369-3723, Monday – Friday from 7 a.m. to 7 p.m., excluding holidays. Or schedule your ride online. 

Transportation requests for medical appointments not made at least 48 hours in advance may be denied. This 48-hour notice does not apply to rides to Urgent Care. It also does not apply to same-day appointments. A “same-day appointment” is when one provider refers you to another provider for an appointment on the same day.

No. You can call for rides to Urgent Care seven days a week, 24-hours a day. If you need a ride to Urgent Care, call 1-855-369-3723 as soon as you know you need care.    

The transportation service is not for rides to the Emergency Room (ER). If you are having a health emergency, dial 911.

Call us right away if there is a change in your appointment. If possible, please call at least 24 hours before the scheduled trip. We'll reschedule your ride so you can get to your appointment at the new time. Or make changes to your reservation online.

Louisiana Healthcare Connections will provide transportation to providers up to a certain distance from your home. These limits are set by the Louisiana Department of Health’s Louisiana Medicaid medical service area standards. If you want to visit a provider outside of these limits, you may have to provide your own transportation.

Primary Care Providers (PCPs)

• If you live in an urban parish, the limit is 10 miles (one way). 
• If you live in a rural parish, the limit is 30 miles (one way). 

Specialist Providers

• The limit is 60 miles (one-way) without authorization. 

Transportation to providers over these limits requires approval from Louisiana Healthcare Connections. Call 1-855-369-3723 and tell the transportation service why you need to see this provider. They will contact us to ask for authorization for your trip.

No. The transportation service cannot provide transportation to the emergency room. If you are having a health emergency, you should call 911. In an emergency, ambulance transportation is covered by Louisiana Healthcare Connections.

We cover transportation to and from non-emergency medical appointments for our members. This includes transportation to other Medicaid-covered services not covered by Louisiana Healthcare Connections, such as children’s dental care.

For members who reside in a health care facility (such as a nursing home), transportation to appointments is covered by your facility. Talk with the staff there if you need a ride to an appointment.

When you schedule your trip, the transportation service will first check to make sure you are enrolled with Louisiana Healthcare Connections. If you are not currently enrolled, you won’t be able to schedule a trip.

If you want to schedule a trip for a regular medical appointment, you must call at least 48 hours (two days) before the appointment. Transportation requests for medical appointments not made at least 48 hours in advance may be denied. 

When you schedule your trip, the transportation service will also ask the reason for your trip. Transportation is only provided to approved medical facilities. If you ask for a trip to a location that is not approved, the transportation service will deny your trip. They will explain why the trip is not covered. If you have questions about what kinds of trips are covered, please call Member Services at 1-866-595-8133, Monday – Friday, 7 a.m. to 7 p.m.

You must be ready at least two hours before your scheduled appointment time. You will be reminded of this time frame when you call to schedule your ride.

The driver will contact you when they arrive at your pick-up location. The driver will only wait ten (10) minutes for you. For your safety, drivers may not enter homes or facilities.

All drivers are trained to be courteous and wear an ID badge. Sign up for the text program to get an alert letting you know your driver’s name and what kind of vehicle to expect. All drivers have passed strict quality and ADA sensitivity training to ensure they are safe and experienced drivers.

Passengers are expected to follow the instructions of the driver. They are required to wear seatbelts. The use of offensive language is not allowed. No smoking, eating, or drinking is allowed in vehicles.

You may bring one additional passenger with you. You will be asked when you schedule your ride if you are bringing a passenger.

No. Drivers cannot provide car seats for children. You must provide your own car seat that meets state law requirements. Let the operator know when you schedule your appointment that you will be traveling with a child and providing car seats.  Members will be denied at pick up if they do not have a car seat.

No. Please bring your own walker, wheelchair or any other medical equipment you need. Let the operator know when you schedule your appointment that you will be bringing a wheelchair or other medical equipment.

No. Non-emergency medical transportation is included in your Medicaid health plan benefits. The driver should not ask for a co-payment or a payment for the trip. If you are asked to pay, tell the driver that no payment is required from you. Call 1-855-369-3723 to report the incident.

You can request a ride home three ways:

• Call 1-855-369-3723 (TTY: 711)
• Use your smartphone to request a return trip online
• By text (you must enroll in the text program first)

Yes. The transportation service can pick you up from the hospital or Emergency Room (ER) once a discharge order has been issued for you. To schedule your pickup, the facility must call 1-855-369-3723. Rides home after hospital discharge do not need approval.

Your friends or family members can get money for gas when they give you a ride to or from your doctor’s appointment. This transportation benefit is called Gas Reimbursement.

Who can get gas reimbursement?

To get reimbursement, your driver must live at a separate address. Gas reimbursement will not be paid to drivers who live at the same address as the member. Also, members will not be reimbursed for driving themselves to appointments.

Your driver must also enroll in the Gas Reimbursement Program. Drivers must send in their Social Security number and copies of their driver’s license, vehicle insurance and vehicle registration. The physical address on their driver’s license must match the physical address on the driver’s enrollment form.

How do I request gas reimbursement for my driver?

Once your driver is approved, get your trip number by calling 1-855-369-3723, Monday through Friday, from 7 a.m. to 7 p.m. Please call at least 48 hours (two days) before your appointment. When you go to your appointment, ask your doctor to sign your “Gas Reimbursement Payment Request” form. Then follow the submission instructions on the form.

Learn more about the Gas Reimbursement program.

Our Member Services representatives would be happy to answer any questions you may have. You can reach us at 1-866-595-8133 (TTY: 711), Monday – Friday, 7 a.m. to 7 p.m. We can also help you schedule your ride, if needed.