Transportation Services Benefit
SCAN offers a transportation benefit for most plans.
Your transportation benefit lets you take advantage of a free, convenient service to get to and from where you need to go. Depending on your plan, you can schedule a set number of rides each year, and reserving rides is simple through SCAN’s ride provider, MedTrans.
Some plans even have the option to schedule rides to the grocery store, a senior center or the gym. Check your Evidence of Coverage or contact Member Services to see if your plan includes a certain number of trips to "non-medical" destinations.
Step 1: Have the following information ready before you call.
- Exact address where you want to be picked up and dropped off
- Time you need to arrive (MedTrans will schedule the driver to pick you up one hour before you need to be where you’re going)
- Whether someone, like a caregiver, will be riding with you
- What special needs you have, like if you use a wheelchair, walker or cane
- When you’ll need a ride back home. Unless you know exactly when you’ll be done, it’s best to select “will-call” for your return trip and then call for your ride when you’re ready to be picked up
- If you’ll need the ride on a regular basis
Step 2: Call MedTrans at 1-844-714-2218 (TTY: 711) to schedule your ride.
For a regular ride, you need to make the reservation at least 24 hours before you need to be picked up and 48 hours before if you have a wheelchair.
Weekends don’t count in figuring when to call. So, for example, if you need a ride on Monday at 9 a.m., you’ll need to call no later than 9 a.m. the Friday before, or no later than 9 a.m. the Thursday before if you use a wheelchair.
The reservation center is not open on the weekends so make sure you reserve your trip Monday through Friday.
Step 3: When it’s time for your ride, wait at the curb in front of the address you provided.
The driver will pick you up at the curb. If you need to have the driver meet you at the door, be sure to tell the representative when making your reservation.
To schedule a ride, call 1-844-714-2218 (TTY: 711), Monday through Friday, from 7 a.m. to 6 p.m.
If the driver doesn’t arrive within 10 minutes, call Where’s My Ride? at 1-844-864-3359 (TTY: 711) seven days a week, 24 hours a day.
If you need to cancel a ride, call MedTrans and let them know. If you don’t cancel before the driver is on his/her way, the ride will be deducted from your annual ride limit.
Q: How far in advance can I schedule a ride?
MedTrans accepts reservations up to 30 days in advance of your ride.
Q: How will I recognize my driver?
The name of the transportation company will be displayed on the vehicle.
If you’ll be using Lyft, MedTrans will provide you with the make, color and last three digits of the license plate number.
Q: I use a wheelchair. Can I still get a ride?
Yes! Just be sure to call MedTrans to schedule your ride 48 hours before you need it. Let them know you’ll need a ride that can take a wheelchair so they can send the right kind of vehicle for you.
Q: What if I don’t know how long my appointment will last or when I’ll need to be picked up?
That’s okay; just let MedTrans know when scheduling your ride that you want a “will-call” ride for the trip back home.
Then, call MedTrans back when you’re ready to be picked up and they’ll send a driver to you as soon as possible.
Just know that you might have to wait longer for the ride home.
Q: I gave the wrong drop-off address when I made my reservation. Can I just tell the driver to take me to a different place when I get picked up?
For your safety, drivers can only take you to the location on their trip sheet.
If you realize you made a mistake with your reservation, call MedTrans as soon as possible. Otherwise, the driver is required to leave you at the scheduled location and you’ll need to call for a new ride.
Avoid problems by double checking everything when making your reservation, like street numbers, times and dates.
Q: My ride is late. What should I do?
Your driver should arrive within 10 minutes of your scheduled reservation time. If your ride is later than that, call 1-844-864-3359 for an update or to schedule another ride.
Try to make the call from where you can still see your pick-up spot—you wouldn’t want the driver to show up and leave because you’re not there.
Q: The driver called to say my ride has been canceled. What should I do?
Q: The driver gave me his phone number and asked me to call him when I was done—is this right?
No, you should never call a driver directly or have the driver call your personal phone number. Always contact MedTrans for scheduling or updates on your rides.
Q: Can I schedule rides to non-medical places, like the grocery or gym?
Q: I need a ride to visit my sister. Can I use my transportation benefit?
No, the transportation visit is only for specific destinations, like a doctor or specialist’s office or the pharmacy. Some plans offer rides for non-medical reasons. Check your Evidence of Coverage or contact Member Services to see exactly what your plan includes.
Q: MedTrans told me I’d have to wait 30 to 60 minutes for the return trip to my house but I need to be home sooner than that. What should I do?
Call MedTrans to let them know. The dispatcher may offer to send you a Lyft ride instead.
Lyft is like taking a taxi, only the drivers use their own personal cars and must pass a background screening and a 19-point vehicle inspection.
MedTrans will tell you the make, model and license plate number of the car to expect—and it will have the Lyft logo in the window.
Lyft drivers can’t provide any special assistance, so if you’re in a wheelchair or use a cane or walker, you’ll need to wait for another type of MedTrans vehicle.
Q: Do I need to download the Lyft app to my mobile phone?
Not if MedTrans has scheduled the Lyft driver for you. MedTrans will coordinate your ride with the Lyft driver on your behalf.
Q: I’ve used all the rides available to me through my SCAN plan for the year but I still need to see my doctor. What should I do?
Lyft and the Lyft logo are trademarks of Lyft, Inc.