Transportation Services

How Your Transportation Benefit Works

What if I need emergency transportation?
We cover emergency transportation by ambulance, air ambulance, or specially equipped van. If you need emergency transportation for a life-threatening situation, call 911 or the emergency telephone number in your area. You should carry your Presbyterian Salud identification card with you at all times.

What if I do not have transportation? Presbyterian Salud provides transportation to medical and behavioral health appointments. If you need a ride to your appointment, please call Member Services at (505) 923-5200 or 1-888-977-2333. After hours, you can use our automated menu to get transportation help right away. Presbyterian Salud contracts with Safe Ride Services (SRS) to provide transportation. You must be an eligible Presbyterian Salud member. You must be receiving covered services for transportation to be provided. Transportation to a pharmacy is not a Medicaid covered benefit.

If you are an adult Presbyterian Salud member and need assistance, you may ask that an attendant go with you to your appointment. We will provide transportation for a qualified attendant that is needed to assist you. A qualified attendant is someone your practitioner says you need to go with you to your appointments. We will not provide transportation for someone that you just want to come with you to your appointment.

Can a friend or one of my children be a qualified attendant?
A qualified attendant (limited to one (1) attendant) must be over age 18. He or she must be able to help you. He or she cannot require help themselves. For example, your attendant can’t be on oxygen or need a wheelchair.

If I don’t have a babysitter can I bring my child with me to my appointment?
A child age 18 or younger is considered a companion and not a qualified attendant. In order to bring a companion, you must have a medical reason why you need a companion to go with you to your appointment. Your doctor or healthcare provider must also tell us in writing the medical reason why the companion must go with you to your appointment. Transportation for your companion must have prior approval from Presbyterian Salud’s Medical Director.

My doctor wants me to see another doctor or healthcare provider in a different city. Will Safe Ride Services (SRS) take me?
These requests are handled on a case-by-case basis. Member Services can help you find the closest appropriate provider/practitioner. If approved, SRS will provide transportation in New Mexico or within 100 miles of the border. We do not provide transportation outside of your city if you refer yourself for services.

How to Schedule a Ride
To schedule a ride, call Member Services at (505) 923-5200 or 1-888-977-2333; they will transfer you to Safe Ride Services. You can also call Safe Ride Services directly at 1-800-797-7433.

How far in advance do I need to call for a ride?
If you live in an urban area, (Bernalillo, Dona Ana, Los Alamos, and Santa Fe counties), you must call for a ride 24 hours (no later than 3:00 p.m. the day before the appointment) before your routine, scheduled office visits or medical services. In all other areas, you must call 48 hours before your scheduled appointment. If you are not sure what area you live in, please call Member Services. Note: Transportation to pharmacy providers is not a Medicaid covered benefit.

What information will I need before calling Safe Ride Services to reserve a ride?
You will need to the following information when you schedule a ride: 

• Your full name. 
• Identification number or Social Security Number. 
• The time of the appointment.
• Address of the practitioner or facility name. 
• Phone number of the practitioner or facility. 
• Return time. 
• Special needs (medical equipment, oxygen, wheelchair, walker, medical attendant, etc.).
• Reason for the appointment.

Safe Ride Services will call to verify all appointments with your provider before your transport.

Do I call Safe Ride Services if I need ambulance services to and from a doctor’s appointment?
No, SRS does not coordinate with air or ground ambulance transportation. Presbyterian coordinates all non-emergent ambulance services. You, your provider’s office or Nurse Care Coordinator should call Member Services. If you have a medical or behavioral health emergency, dial 911 or the emergency number in your area.

The Day of Your Appointment
When you request transportation, SRS will give you a 30-minute range when they will pick you up. Please be ready at the beginning of the 30-minute range. The driver may arrive at any time during this 30 minute range. For example, you may be told your driver will pick you up between 2:00 p.m. and 2:30 p.m. You must be ready to be picked up starting at 2:00 p.m. as the driver will come at any time between 2:00 p.m. and 2:30 p.m. If you are not ready you could miss your transportation. Drivers will wait up to 10 minutes within your 30-minute range. When the driver arrives, you will need to sign a form that says you are eligible to receive Medicaid services. The driver will also make sure you have a scheduled medical or behavioral health appointment for that day. You may also have to write the last four digits of your Social Security Number on the form.

What if I am not ready when SRS comes to pick me up from my appointment?
SRS will wait 5 to 10 minutes. The SRS driver cannot wait longer because they have other people to transport. If you miss your return time because your appointment is running late, SRS will place you into a “will call” status. Once SRS is told that you are ready, it can take up to 90 minutes to be transported. SRS will verify with your provider what time your appointment was finished.

What if my appointment is running late?
Ask the receptionist at your provider’s office to contact SRS at 1-800-797-7433, as soon as possible. The driver can be contacted immediately about the change in your pick-up time.

I am allergic to strong scents/odors. Will this be a problem when traveling with SRS?
SRS drivers are told not to use strong colognes or fragrances. They cannot smoke in or near the vehicle. PHP Salud members are also NOT allowed to smoke in a SRS vehicle. SRS cannot be held accountable for the smells that might be present from other passengers in the vehicle. If you have a medical condition that is affected by scents/odors, please tell SRS when you call to schedule a ride.

The drive to/from my appointments is going to last all day. Can I bring food and something to drink with me?
If it is medically necessary to bring food/drink, you must tell SRS when you make your reservation. You must bring the food/drink in sealed containers. You cannot eat in the SRS vehicle.

If my appointment changes, do I need to cancel my ride?
Yes, you are required to call SRS as soon as your appointment has been changed or canceled, or at least two hours before your scheduled pick up time. Safe Ride telephone lines are open 24 hours a day, 7 days a week at 1-800-797-7433.

Transportation for Urgent Care Appointments
Same-day transportation is available for members who have an urgent health care need. If you do not have a car, Presbyterian Salud or its contractor will assist in transportation, if appropriate.

Individuals with Special Health Care Needs
Our transportation contractor can transport you or your child if you have special health care needs. When you schedule your ride please let Member Services know that you or your child has a special health care need.

What if I need transportation for my child?
No child under 10 years of age will be transported without a parent or legal guardian. A minor (ages 10 years to 18 years) can be provided safe transportation if a parent or legal guardian is not present or cannot make the trip with them. The parent or guardian of any child between the ages of 10 years and 18 years must sign a Parental Release form and provide Emergency Contact Information in order for that child to be transported alone.

Presbyterian Salud will work with the Safe Ride Services (SRS) to make sure that the child is transported safely and take care of any special needs provided on the Emergency Contact Sheet, which is kept with the SRS. SRS may also call Member Services for assistance with contacting a parent or legal guardian under certain unusual emergency circumstances.

What if I need same-day transportation? Same-day transportation is available only if you need urgent health care services and don’t have transportation. Same-day transportation is NOT available if you need routine or scheduled healthcare services and forget to give one to two days’ advance notice. Urgent care is when your PCP tells you that he or she needs to see you that same day. Urgent care is also when your PCP tells you to see another practitioner that same day. If you are feeling so sick that you feel like you need to see your PCP that same day, call him or her. Your PCP will help you to decide if you should come in.

Other Transportation Options
If Presbyterian Salud or Safe Ride Services is unable to provide transportation to appropriate services, we will pay for friends, non-household relatives, or volunteers to give you a ride if you get an authorization from Presbyterian Salud. To get the authorization, please call Member Services at 1-888-977-2333. When you call, you will need to have the name and address of the office where you have your appointment. We allow one attendant for each trip.

If you live in Albuquerque, Presbyterian Salud may give you a bus pass for your medical appointments. To qualify for a bus pass, you must have two or more medical appointments within a calendar month. Call Member Services at (505) 923-5200 to find out more about getting a bus pass.

What if I cannot travel in a SRS vehicle because of my medical condition?
You must ask your provider to fax a letter of medical necessity to Presbyterian Salud Member Services Department (fax: (505) 923-6401, Attention: Travel Coordinator). The letter must state the medical reason why you cannot travel in a SRS vehicle. Our clinical team will review the letter. They will tell you if your request is approved or denied.

I feel more comfortable taking my own vehicle. Can I be reimbursed for mileage if I choose not to take SRS?
Because you “feel more comfortable taking your own vehicle” does not mean you quality for mileage reimbursement.

I had to drive to another city for emergency surgery. Can I be paid for mileage?
Urgent/emergent situations are handled on a case-by-case basis. Presbyterian and SRS will work together to decide if you will be paid for mileage. For further instructions, please contact Presbyterian Salud Member Services (505) 923-5200 or 1-888-977-2333 or PHP’s Navajo line at (505) 923-5157 or Safe Ride Services at 1-800-797-7433.

How am I paid for mileage after I have received approval from Safe Ride Services (SRS)?
If approved, SRS will give you the mileage reimbursement rate and form to complete. You must fill out the form and mail it to SRS within 60 days of the travel date. Mail the form to:

Safe Ride Services
2001 W. Camelback Rd., Ste. 430
Phoenix, AZ 85015

Meals and lodging

Presbyterian Salud will pay for lodging for members who must travel more than four (4) hours one way for medical services. Unless you have an emergency, Presbyterian Salud must pre-approve your request before we will cover lodging.

Presbyterian Salud will pay for meals for members who must leave their home community for eight (8) hours or more for medical services. Unless you have an emergency, Presbyterian Salud must pre-approve your request before we will pay for your meals.

Presbyterian Salud covers transportation, meals, and lodging for one attendant if the member receiving medical services is younger than 18 years of age. The attendant for a member younger than 18 years of age should be the parent or legal guardian.

If the member is 18 years of age or older, the member’s medical practitioner must put it in writing that there is a medical necessity for an attendant. Presbyterian Salud will not cover transportation, meals, or lodging for attendants under 18 years of age. Unless you have an emergency, Presbyterian Salud must pre-approve your request before we will pay for an attendant’s meals and lodging. Members must send original receipts to Presbyterian Salud Member Services. You must also send a cover letter with:

1) Member’s name.
2) Member’s Medicaid Number.
3) Attendant’s name and relationship to patient.
4) Date(s) of Medical Services.
5) Practitioner(s) name, address, and phone number.

Call Member Services at (505) 923-5200 or 1-800-977-2333 to ask for a reimbursement form. The maximum amount we pay for lodging is the set New Mexico Medicaid rate. Send the reimbursement form and original receipts to:

Presbyterian Health Plan Member Services Department
P.O. Box 92085
Albuquerque, NM, 87199

The items we do not pay, include but are not limited to:
In-room movies, telephone charges, room service, laundry, and other convenience items.

Out-of-state transportation, meals, and lodging
Presbyterian Salud must pre-approve all out-of-state transportation, meals, and lodging. We will approve out-of-state transportation only for approved out-of-state medical services.

Air/Ground Ambulance – In State and Out of State

Do I call Safe Ride Services if I need ambulance services to and from a doctor’s appointment?
No, SRS does not coordinate with air or ground ambulance transportation. Presbyterian coordinates all non-emergent ambulance services. You, your provider’s office or Nurse Care Coordinator should call Member Services. If you have a medical or behavioral health emergency, dial 911 or the emergency number in your area.

Contact Information
Salud Member Services
(505) 923-5200 or 1-888-977-2333
Navajo/Dine line: (505) 923-5157

Hours of Operation: 7 a.m. to 7 p.m. Every day.