Get your questions answered here.
How do I schedule non-emergency medical transportation?
When do I have to schedule my transportation?
Please call or schedule your trip at least two business days (48 hours) in advance. You can schedule transportation up to 30 days in advance.
When can I call the call center?
The call center’s hours of operation are Monday through Friday from 8am to 6pm MDT. During non-operating hours, representatives will be available for assistance with discharges and cancellations.
Can I schedule more than one trip at a time?
Yes. When you call 877-503-1261 just let the customer representative know that you need to schedule more than one trip.
What questions will I be asked when I schedule my transportation?
We will only ask you questions which are needed to determine your eligibility for services and the correct mode of transportation. Any personal health information that we ask for will not be shared.
What if I have an urgent medical appointment?
If your doctor can see you right away for your health care need, call 877-503-1261 to schedule your ride. When you call, please give your doctor’s name, telephone number, and address to the customer representative so the trip can be arranged as soon as possible.
What if it’s an emergency?
In any emergency, please call 9-1-1, not the Veyo call center.
What if I need an oxygen tank (or another piece of medical equipment) during the trip?
If you have any special needs, please let the customer representative know when you schedule the trip. You will be required to provide any medical equipment you may need during your trip.
Do I have to pay the driver for the trip?
No, the driver should not ask for a co-payment or a payment for the trip. If you are asked to pay, inform the driver that no payment is required from you. Please contact Veyo directly at 877-503-1261 if a driver requests payment from you for a Medicaid covered transport.
When do I need to be ready? How long will the driver wait?
When you schedule your trip, you will be told the pick up window. You should be ready 30 minutes prior to the pick up window. The driver will only wait 10 minutes.
What if the driver is late?
The driver should pick you up within one hour of your scheduled pickup time. For the ride home, the driver should pick you up within one hour of your call for the return ride. If the driver is over ten minutes late, call 877-503-1261 and the customer representative will assist you.
How do I get a ride home after my doctor’s appointment?
When you are dropped off at your appointment, your driver will give you a card with the number you can call to request a pickup. If you don’t receive a card, please call 877-503-1261 and one of our customer representatives will assist you.
What if I scheduled my ride as a round trip, but found out later that I won’t need a ride home?
Unless you tell us otherwise, we will assume every trip is a round trip. If this is not the case, you MUST call one of our Customer Representatives at 877-503-1261 so we can cancel the return leg.
What if my appointment is cancelled after I’ve already scheduled a ride?
Please call us at 877-503-1261 to let us know as soon as possible.
What if my appointment is out of my home area or is out of the state?
Please call Veyo at 877-503-1261 and your request for out-of-area medical travel will be reviewed by Veyo’s clinical coordinator team to determine if the request falls within the guidelines of Idaho NEMT.
What type of transportation does Veyo offer?
We will help you determine the most appropriate mode of transportation to fit your needs. This may include public transportation (e.g. bus), a sedan or accessible vehicle, or even mileage reimbursement for a friend or family member if they can transport you to or from your appointment. Veyo also manages long distance or out-of-state requests for Idaho Medicaid participants.
What if I don’t want to ride on the mode of transportation you offer?
If you disagree with the mode of transportation offered, please speak with the customer representative at the time of your call.
If I have a medically-necessary attendant, what do I need to do?
If you have a medically-necessary attendant, you’ll need to have your healthcare provider complete a Referral Form in order for them to join you on your appointment. You can download that form on our forms page. Please make sure the form has been submitted at least 48 business hours before your appointment.
Do the drivers have standards of behavior?
Yes, all drivers have passed strict quality and ADA sensitivity training to ensure they are safe and experienced drivers. All drivers are trained to be courteous, wear an ID badge, and drive vehicles that have the transportation company name on both sides of the vehicle.
Do riders have standards of behavior?
Yes, all passengers are expected to follow the instructions of the driver. All passengers are required to wear seatbelts. The use of offensive language is prohibited. No smoking, eating, or drinking is allowed in vehicles.
What happens if there is an emergency weather event?
We monitor all weather conditions when scheduling trips. If the conditions are not safe for travel, you will receive a call to reschedule your appointment. All passengers who have been taken to an appointment will be picked up and taken home. The safety of passengers is very important to Veyo.
Do you have a brochure I could look at?
Yes. You’ll find our brochure in both English and Spanish on our Brochure page.
I’m a case manager, can I book several trips at a time?
Yes, you can upload bulk trips using our bulk upload tool. Find our more information on our Case Managers page.