UCare Customer Service — Transportation Programs and How to Use Them

Overview and who UCare serves

UCare is a Minnesota-based nonprofit health plan established in 1984 that administers Medicare Advantage plans, Medicaid/Medical Assistance plans, and individual commercial coverage. Transportation is a recurring operational need for these populations, so UCare maintains specific customer-service processes and vendor relationships to deliver non‑emergency medical transportation (NEMT), wheelchair-accessible rides, and ambulance coordination when medically necessary.

For the most accurate, plan‑specific rules and phone numbers consult your UCare member ID card and UCare’s website (https://www.ucare.org). UCare’s member services teams are responsible for verifying eligibility, arranging covered trips or reimbursements, explaining copays, and initiating appeals or grievances when a trip is denied, delayed, or provided in an unacceptable way.

Eligibility, what is covered, and how to request a ride

Who is eligible depends on the plan: most Minnesota Medicaid/Medical Assistance members are eligible for NEMT for covered services when they have no other means of transportation. Medicare Part A/B generally covers emergency ambulance transport only; non‑emergency rides are generally NOT covered by Original Medicare unless arranged by a Medicare Advantage plan that specifically includes a transportation benefit. Always check your member materials for plan‑level coverage details and any copay amounts.

Booking: routine rides should be requested in advance — plan on calling or scheduling at least 48–72 hours before a routine appointment. For urgent but non‑life‑threatening needs, UCare and its vendors commonly accept same‑day requests; emergency 911 remains the correct option for life‑threatening events. When you call, be prepared to provide: member name and ID number, pick‑up and drop‑off addresses, appointment time, mobility needs (wheelchair, stretcher, oxygen), number of passengers, and whether a caregiver will accompany the member.

Types of transportation and operational details

UCare’s transportation network typically includes: contracted wheelchair-accessible vans, ambulette services, stretcher/EMS ambulance for medically necessary transports, taxis or ride-share partners for routine, ambulatory trips, and mileage reimbursement in specific circumstances. Vehicles used for wheelchair passengers must meet ADA securement standards; drivers are usually trained in patient handling and in documenting pickups, no‑shows, and delays.

Typical operational expectations: arrival windows vary by vehicle type — schedulable vans often give a 15–60 minute pickup window. Vendors usually request a 15–30 minute cancellation notice to avoid a “no‑show” flag; repeated no‑shows can affect future scheduling priority. If specialized equipment is required (e.g., oxygen concentrator, bariatric equipment), notify customer service at booking so the correct vehicle and staffing can be dispatched.

Costs, billing, and reimbursements

For Medicaid members, covered transportation to approved medical appointments is usually provided at no direct cost; providers and transportation vendors bill UCare/the state directly. Medicare Advantage members should verify whether their specific plan includes a transportation benefit — if it does, copay amounts (if any) will be listed in the Evidence of Coverage. Original Medicare frequently only covers emergency ambulance; non‑emergency trips are usually the beneficiary’s financial responsibility unless another payer (Medicaid, MA plan rider) applies.

If you pay out of pocket (taxi, rideshare) and your plan allows mileage or reimbursement, save detailed receipts and submit them with a claim form within the timeframe specified by your plan. Policies often require claims to be filed within 60–90 days of the service and documentation to substantiate medical necessity (appointment confirmation, provider letter) for mileage reimbursement or retrospective authorization.

Problems, complaints, and appeals: timelines and best practices

If a ride is late, canceled without notice, or you believe a service was improperly denied, start with UCare customer service via the phone number on your ID card or the member portal. Good practice: document the incident (date, time, driver name or vehicle ID, photos if relevant). For formal grievances and appeals, most health plans follow federal/state timelines: an acknowledgement within a few days, a standard resolution within 30 calendar days, and expedited reviews for urgent cases within 72 hours — check your plan documents for exact deadlines and formats (phone, fax or mail).

If a local resolution is not satisfactory, escalate to the state health plan ombudsman or your state’s Medicaid agency; for Medicare Advantage issues, members can contact Medicare (1‑800‑MEDICARE) or file a grievance with the state health insurance assistance program (SHIP). Save all correspondence and keep a concise timeline — these notes materially increase success rates in appeals.

Practical checklist when arranging or receiving UCare transportation

• Have your UCare member ID ready and read any transportation benefit language in your Evidence of Coverage; if you don’t have the card, visit https://www.ucare.org for member portal access and the correct phone number for your plan.
• Request routine rides 48–72 hours in advance; for same‑day urgent non‑emergency requests, call immediately and ask for expedited scheduling.
• Provide exact pickup and drop‑off addresses, appointment time, mobility and medical equipment needs, and whether you require an attendant or oxygen.
• Record driver/vehicle info and arrival/departure times; if service is poor or unsafe, file a complaint the same day and keep photos or notes for an appeal.
• If you pay and plan to seek reimbursement, retain detailed receipts and submit claims within your plan’s stated 60–90 day window with documentation of medical necessity.

Contact channels and immediate next steps

• Primary: Call the phone number printed on your UCare member ID card — this connects you to plan‑specific member services and transportation scheduling. If you do not have the card, use the member section at https://www.ucare.org to find phone and online contact options.
• Accessible communications: if you are deaf or hard of hearing, use the relay service TTY/711 or request interpretation services when you call. Keep a written record of dates and agent names for every interaction.