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Shell Transportation

We understand that transportation to and from medical appointments is in an important benefit for many members. To improve the service and convenience of your transportation benefit, KelseyCare Advantage is introducing KCA Transportation.

Our representatives will be coordinating and managing the new transportation functions for all KelseyCare Advantage members using industry leading technology to manage the logistics and transportation throughout the Houston area. To administer this benefit, we’re partnering with Circulation Health, a non-emergency medical transportation exchange that coordinates ondemand rides for patients — getting members to and from medical appointments. Circulation partners with several transportation providers, including Lyft, which is the fastest growing rideshare company in the U.S. today. Through KelseyCare Advantage’s partnership with Circulation/Lyft, members can expect a better overall experience, shorter wait times, and improved access to healthcare services.

There are two types of rides:

Standard Transportation – Intended for members needing transportation to a medical appointment who are able to walk without assistance. If you need a ride to your medical appointment you can contact KelseyCare Advantage to schedule the trip. A Lyft driver will pick you up.

NEMT Transportation – Intended for members needing transportation to a medical appointment who need additional accommodations like a vehicle that is wheelchair accessible. If you need a ride to your medical appointment you can contact KelseyCare Advantage to schedule your trip. Transportation will be provided by NEMT (Non-Emergency Medical Transportation services).

To schedule transportation, please call 713-KCA-RIDE or 1-855-931-7433. You will be asked the following information:

  • Your first and last name
  • Your KelseyCare Advantage ID number and DOB
  • A telephone number – (preferably a cell phone/mobile phone number) to contact you regarding arrival of the driver
  • Your appointment time
  • Pick-up and drop-off location
  • The type of medical appointment (physician visit, laboratory etc.)
  • Will you have an additional passenger?
  • Is this a recurring appointment (dialysis, chemo infusion etc.)
  • Are you hard of hearing or sight impaired?
  • We look forward to improving our level of transportation services through this new partnership.

    Frequently Asked Questions

    What is a transportation benefit?
    KelseyCare Advantage offers transportation to and from medical appointments as a value-added benefit. Our plans generally offer around 20 one-way trips per year. The number of rides available does not reset with the new vendor. For example: If you have used 15 of your 20 rides in 2018, you will have 5 remaining when we change to the new vendor on July 1, 2018 (number of rides does not reset).

    What can it be used for?
    You can use your transportation benefit to get to and from medical appointments.
    You should NOT use this service in the event of a medical emergency.

    When do I start using this new process?
    The new contact number (713) KCA-RIDE will be live on June 11th, 2018.

  • If you need a ride to an appointment scheduled in June, you will use the current vendor Veyo.
  • If you need a ride to an appointment scheduled in July or later, you will use the new KCA Transportation.

  • Can I still use my Veyo driver after July 1st?
    No. Effective July 1, 2018 we will no longer be using Veyo or their drivers. Please call (713) KCA-RIDE to schedule your next upcoming ride.

    How far in advance do I need to schedule a ride?
    You can schedule a ride to your appointment at any time, and up to a year in advance. You may also book rides for recurring medical appointments.
    Certain trips required advance notice.

    How do I schedule a ride?
    Call (713) KCA-RIDE to schedule your ride.

    What happens after I schedule my ride?

    1. You will get either a text, email or a call confirming that your ride has been booked (depending on the communication method you prefer). The text message looks like one of these messages:

      Image of text conversationImage of text conversation

    2. You’ll receive a second notification letting you know the ride is on the way. This notification also has the driver’s contact information if you need to get in touch. Here is what the text message notification looks like:

      Image of text conversation
    3. Through the map link, you can track the status of the driver and know exactly when he/she is arriving at your location. Here is a view of the map:

    How do I get back home?
    If you have a cell phone that can receive texts or emails, you will receive a 5-digit code once you have completed your trip to your appointment. When you are finished with your appointment and are ready to go home, simply refer to your text or email and respond with the 5-digit code and your ride home will be initiated. You will then receive another text when the driver arrives at your location, and is ready for pickup.

    What if I don’t have a mobile phone?
    If you do not have a cell phone, please see someone at the front desk at KelseySeybold. They can help you contact our call center at (713) KCA-RIDE to initiate your ride home.

    Do I have to pay?
    No. The transportation benefit is a part of your medical benefits and has a $0 copay.

    Am I expected to leave a tip for the driver?
    No. You will not need to leave a tip for the driver.

    Do I need to book my travel through KCA transportation?
    Yes. Rides can only be booked by calling our number and speaking with a KCA transportation representative.

    If a friend or relative drops me off for my appointment but I have no way of getting home, can I use KCA Transportation?
    Absolutely. Just call (713) KCA-RIDE and schedule your trip back home after you’re done. with your appointment.

    Can I provide feedback on my experience?
    Yes! After the ride is completed, you will receive a text message asking for your feedback on the ride (on a 1-5 rating scale). Additionally, in the event that you have an issue or a negative experience, we encourage you to contact us and let us know about it.

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