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    Your Medicaid ride didn’t show up

    Do this first. It is free, and it is the only thing that can get a driver sent to you on a trip that is already approved.

    Step 1 — call Verida and ask for ride assistance

    Use the number for the county you live in. Say this: “My scheduled ride has not arrived.”

    Broker regionCountiesPhone
    Atlanta regionFulton, DeKalb, Gwinnett
    404-209-4000
    North Georgia regionCobb, Douglas, Cherokee, Paulding, Walton
    678-510-4555866-388-9844

    Reservation line: 7:00 AM to 6:00 PM, Monday through Friday. Urgent care requests only are handled 24 hours a day, 7 days a week. These are the broker’s numbers, not ours — calling them costs you nothing.

    Have three things ready: the member’s Medicaid ID, today’s date and the pickup time you were given. Ask for a reference number before you hang up.

    Then, in this order

    1. 2. Ask them to log it as a late or missed trip

      Ask for a reference or complaint number before you hang up. A logged trip is what supports a re-dispatch today and what supports the record if it happens again.

    2. 3. Call the clinic and tell them what is happening

      Dialysis units and infusion suites routinely hold or move a chair when they know a transportation problem is in progress. They cannot help if the first they hear of it is when the patient does not appear.

    3. 4. If the treatment cannot wait, decide about a paid ride

      A private-pay ride is a real option and it is not free. The section below shows exactly what it costs and how quickly we can be there, so you can make that decision with a number in front of you instead of a guess.

    What you are owed

    • The ride costs you nothing. There is no copay, no mileage charge and no fee for a wheelchair-accessible vehicle.
    • You may bring an escort when the member needs assistance — a parent or guardian for a child, or an attendant for an adult who cannot travel alone. Tell the broker when you book so the seat is reserved.
    • You can ask for the level of vehicle your condition actually requires, including a wheelchair-accessible vehicle or stretcher transport.
    • You can file a complaint with the broker about a specific trip, and you can raise it with the Georgia Department of Community Health if it is not resolved.
    • A reservation that was accepted for a covered service should not be cancelled because a driver is unavailable — ask for the ride-assistance line and ask them to re-dispatch.

    Want the whole benefit explained properly, when today is over? Read the Georgia Medicaid transportation guide.

    Paid alternative — not a Medicaid ride

    If you decide to pay for a ride

    Insurance and private pay. Heart2Heart bills insurance for medically necessary transports such as dialysis, wound care and emergency-department related trips — coverage depends on the plan and is not guaranteed, and we can’t confirm accepted plans or authorization rules online. Rides booked and paid for directly on this website are paid by card at booking. We are not a Georgia Medicaid NEMT provider. If you have Medicaid transportation benefits, Georgia’s broker Verida arranges those rides at no cost to you — call 404-209-4000 (Fulton, DeKalb, Gwinnett) or 678-510-4555 (North Georgia), at least 3 business days ahead. Heart to Heart does not bill the VA or accept VA benefits as payment. Veterans may book and pay privately. For transportation arranged or paid for by the VA, contact your VA facility’s Beneficiary Travel office before booking.

    We are a private-pay company. We cannot bill Medicaid for this trip and we will not pretend otherwise while you are standing in your driveway.

    Here is what a trip costs: wheelchair van $180 base plus $9.60 per mile. Stretcher van $420 base plus $13.20 per mile. BLS ambulance $450 base plus $15 per mile. The minimum charge on any trip is $100. Pickups inside 7PM - 6AM add a $75 after-hours fee, which covers most first-shift dialysis times — the calculator applies it for you rather than adding it later.

    How fast we can be there depends on where you are and which vehicle you need. We will tell you on the call, in the first minute, whether we have a vehicle for your pickup time. No deposit is taken to answer that question.

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    Call (678) 696-1583Book online

    Questions

    No — Heart2Heart is not a Georgia Medicaid NEMT provider and we do not bill Medicaid. We do bill insurance for medically necessary transports such as dialysis, wound care and emergency-department related trips, though coverage always depends on the plan and is not guaranteed. Rides booked and paid for directly on this website are paid by card at booking. If you have Medicaid transportation benefits, Georgia's broker Verida arranges those rides at no cost to you — call 404-209-4000 (Fulton, DeKalb, Gwinnett) or 678-510-4555 (North Georgia), at least 3 business days ahead.

    Call the broker number for your county and ask for ride assistance — say the words "my scheduled ride has not arrived." Have the member’s Medicaid ID, the trip date and the pickup time ready, and ask for a reference number before you hang up. That call is free and it is the only route that can re-dispatch a driver on a trip that is already authorised.

    Call as soon as the pickup window has passed. Waiting does not improve the odds of a driver appearing, and an early call gives the broker more time to re-dispatch before the appointment is lost.

    Yes, and it is worth doing while you are on hold. Units regularly hold a chair or move a patient to a later shift when they know a transportation problem is in progress. They cannot do anything about it if the first they hear is when the patient does not arrive.

    No. We are not a Medicaid transportation provider and cannot bill Medicaid. We do bill insurance for medically necessary transports such as dialysis, wound care and emergency-department related trips, and we will not promise you coverage we cannot confirm. If you decide to use us, it is a paid trip and you will see the price before you commit.

    It depends on where you are and what vehicle you need, so we will tell you on the call rather than promise a number on a web page. What we can commit to is a straight answer within the first minute: whether we have a vehicle available for your pickup time, and exactly what the trip costs.

    Use the calculator on this page — it gives you the real number for your addresses, including any after-hours fee, before anybody calls you. Payment is due at booking by card. There is no membership required for a single trip.

    Ask the broker to log each late or missed trip and keep the reference numbers. Ask whether your recurring treatment can be set up as a standing order rather than individual reservations. If a documented pattern is not resolved by the broker, it can be raised with the Georgia Department of Community Health, which administers the program.

    The reservation line runs 7:00 am to 6:00 pm, monday through friday. Urgent care requests only are handled 24 hours a day, 7 days a week. A missed pickup for treatment already scheduled is what the ride-assistance path exists for, so call your county's number and say the trip is in progress and the driver has not come.

    Your clinic’s page

    Clinic address, the building’s own phone number and the pickup details for units that run a late shift.

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