FAQ
Questions families and facilities ask us
If yours isn't here, dispatch answers the phone around the clock.
- How do I book a ride?
- Book online and see the price before you confirm, call dispatch at (773) 839-4474 (answered 24/7), or use the chat on any page. Dispatch calls you back to confirm the pickup window.
- Which service type do I need?
- Ambulatory is for riders who can walk with a steadying arm. Wheelchair transport is for riders who stay in their own chair, with a lift and four-point securement. Stretcher transport is for riders who can't sit upright and comes with two attendants. Bariatric transport uses equipment rated to 750 lb. Not sure? Pick the closest one and dispatch will check with you before the trip.
- How much does a ride cost?
- Every fare is a base rate plus a per-mile charge, for example wheelchair transport at $68 plus $3.85 per mile. There's no evening or weekend markup, and the booking page shows your total before you confirm.
- Do I have to pay when I book?
- No card is needed to request a ride. Dispatch confirms the price with you before the trip.
- Do you accept Medicaid or insurance?
- We bill Illinois Medicaid managed care plans and the major NEMT brokers, Bring your member ID when you book and we will verify eligibility before the trip rather than after it.
- How far in advance should I book?
- Routine appointments: 24 hours. Standing orders like dialysis: about a week, so we can lock in the same driver. Hospital discharges: call as soon as the order is written. We hold back same-day capacity specifically for those.
- Can someone ride with the patient?
- Yes. One escort rides free on every service type. Tell us when you book so we assign a van with the seat available.
- What if the appointment runs long?
- Return trips are open ended by default. Call dispatch when you are finished and we send the nearest available van. In our core service area that is usually 20 to 35 minutes.
- What areas do you cover?
- Chicago proper plus the western and northern suburbs, with regular longer runs into southeastern Wisconsin. If you are outside the map, call dispatch anyway. We quote trips outside the area one at a time rather than turning them away.
- Is your medical courier service HIPAA compliant?
- Yes. Drivers are OSHA bloodborne-pathogen trained, every pickup and drop-off is signed into a chain-of-custody log, and we sign a Business Associate Agreement for any lab, pharmacy or facility account that hands us protected health information.