Accessing reliable transportation is a critical component of healthcare. For members of the Presbyterian Health Plan, particularly those enrolled in Turquoise Care (Medicaid) or specific Medicare Advantage plans, non-emergency medical transportation (NEMT) is a vital benefit that ensures you never miss a doctor's appointment due to a lack of transit options.

If you are looking for the direct contact information to schedule or manage your ride, the following numbers are the primary points of contact for Presbyterian’s transportation services, which are coordinated through their partner, Modivcare.

Primary Contact Numbers for Presbyterian Transportation

For most members, the fastest way to arrange transportation is to call the dedicated scheduling lines. These lines are managed by Modivcare, the specialized vendor responsible for Presbyterian’s transit network.

  • Primary Transportation Line: 505-923-6300
  • Toll-Free Transportation Line: 1-855-774-7737
  • Hearing Impaired (TTY): 1-866-507-2506

These numbers are active 24 hours a day, seven days a week for checking the status of a ride or managing discharge-related requests. However, routine scheduling is typically handled during standard business hours.

Presbyterian Customer Service Center

If you have questions regarding your eligibility for transportation benefits or need to discuss specific plan details that the transportation provider cannot answer, you should contact Presbyterian directly:

  • Local Number: 505-923-5200
  • Toll-Free Number: 1-888-977-2333
  • Hours of Operation: Monday through Friday, 8 a.m. to 6 p.m.

Understanding the Role of Modivcare in Your Healthcare

It is common for members to feel confused when they call for a "Presbyterian ride" and are greeted by a representative from Modivcare. Modivcare is a specialized logistics company that manages non-emergency medical transportation for insurance providers across the United States.

By partnering with Modivcare, Presbyterian ensures that members have access to a vast network of screened and qualified transportation providers, ranging from standard sedans to specialized vehicles equipped for wheelchairs and stretchers. When you call the 505-923-6300 number, you are speaking with a coordinator who matches your specific medical needs with a local driver.

How to Schedule Your Transportation Appointment

Scheduling a ride requires more than just a phone call; you must have specific information ready to ensure the coordinator can authorize the trip. Because these services are funded by insurance, every trip must be verified against a scheduled medical appointment.

Information You Must Provide

When you call to book a ride, have the following details in front of you:

  1. Full Name and Date of Birth: To verify your identity.
  2. Member ID Number: Located on your Presbyterian Turquoise Care or Medicare Advantage member ID card.
  3. Appointment Details: The exact date and time you need to be at the clinic or facility.
  4. Provider Information: The name, physical address, and phone number of the doctor or facility you are visiting.
  5. Pickup Address: Your home address or the location where the driver should meet you.
  6. Return Time: An estimate of when your appointment will conclude.
  7. Special Needs: Whether you require a wheelchair-accessible vehicle, oxygen tank storage, or if you will be accompanied by a service animal or a personal care attendant.

The 48-Hour Advance Notice Rule

For routine medical appointments, Presbyterian and Modivcare require at least 48 hours (two business days) of advance notice. This window allows the coordinators to secure a vehicle in your area and optimize the route.

If you call with less than 48 hours' notice, your request may be denied unless it qualifies as an "urgent" need. Urgent needs include situations like a sudden illness that is not a life-threatening emergency, a follow-up appointment scheduled by a doctor for immediate care, or a hospital discharge.

Different Types of Transportation Available

Not every member requires the same type of vehicle. Based on the medical necessity and your physical condition, the transportation coordinator will assign one of the following modes of transit:

Ambulatory Vehicles

These are standard passenger vehicles, such as sedans or minivans. They are intended for members who can walk on their own or with minimal assistance (such as using a cane or walker) and can get in and out of a standard vehicle without specialized equipment.

Wheelchair-Equipped Vehicles

If you use a manual or electric wheelchair and cannot transfer into a standard seat, a vehicle with a hydraulic lift or ramp will be dispatched. It is crucial to specify the width and weight of your wheelchair during the intake call to ensure the lift can safely accommodate it.

Stretcher or Gurney Services

In specific cases where a member must remain reclined due to a medical condition, stretcher transportation may be authorized. This requires a higher level of medical clearance and is generally reserved for transfers between facilities or specialized treatments.

Public Transit and Mileage Reimbursement

In some urban areas like Albuquerque, if you are physically able to use the public bus system, Modivcare may provide bus passes or tokens instead of a private vehicle.

Additionally, if you have a friend or family member who can drive you but cannot afford the fuel, you may be eligible for Mileage Reimbursement. You must call the transportation line before the trip to get an authorization number and a reimbursement form. The driver will then need to have the doctor sign the form to prove you attended the appointment.

Same-Day and Urgent Transportation Requests

Life does not always adhere to a 48-hour schedule. If you have an urgent medical need that requires a same-day ride, the process is slightly different.

When Can You Get a Same-Day Ride?

Same-day rides are typically granted for:

  • Urgent care visits for symptoms like a high fever, severe flu, or minor injuries.
  • Hospital discharges.
  • Appointments for critical treatments like dialysis, chemotherapy, or wound care that were moved up by the provider.

When Are Same-Day Rides Denied?

You will generally not be granted a same-day ride if you simply forgot to schedule a trip for a routine check-up, a dental cleaning, or a vision exam that has been on your calendar for weeks. In these instances, you will likely be asked to reschedule your medical appointment for a later date when transportation can be secured.

What to Do If Your Ride Is Late

One of the most stressful aspects of NEMT is waiting for a vehicle. If your scheduled driver has not arrived within 15 minutes of your pickup time, do not wait indefinitely.

Using the "Where’s My Ride" Feature

Modivcare offers a specific protocol for late vehicles known as "Where’s My Ride."

  1. Call the Transportation Line: Dial 505-923-6300 or 1-855-774-7737.
  2. Select the Status Option: Follow the automated prompts for "Where’s My Ride" or "Check Status."
  3. Provide Your Confirmation Number: This is why it is essential to write down the number provided when you first booked the trip.

The dispatcher will contact the driver directly to provide an updated Estimated Time of Arrival (ETA). If the original driver is significantly delayed or has experienced a vehicle breakdown, the dispatcher may attempt to "re-route" another driver to your location.

Member Responsibilities and Code of Conduct

To keep the transportation system running efficiently, members are expected to follow certain rules. Failure to adhere to these can result in a suspension of transportation privileges.

  • Be Ready Early: You should be ready at the curb or your front door at least 15 minutes before your scheduled pickup time. Drivers are typically only required to wait for 5 to 10 minutes before marking the trip as a "No-Show."
  • Cancellations: If you need to cancel your ride, call at least 24 hours in advance. Frequent "No-Shows" without cancellation can lead to a review of your benefits.
  • Safety and Behavior: Members must wear seatbelts at all times. Smoking, eating, or drinking in the vehicles is generally prohibited. Verbal or physical abuse toward drivers will result in an immediate and permanent loss of transportation benefits.
  • The One-Guest Rule: Usually, only the member is allowed in the vehicle. Exceptions are made for parents of a minor child, legal guardians, or a necessary personal care attendant (PCA). You must inform the coordinator about the guest when you book the ride so they can ensure there is an extra seat available.

Specialized Information for New York-Presbyterian Hospital

It is important to clarify that "Presbyterian" is a common name in healthcare. If you are not a resident of New Mexico and are instead looking for transportation services related to the New York-Presbyterian (NYP) hospital system in New York, the contact information is entirely different.

For hospital-to-hospital transfers or pediatric/neonatal transport within the NYP network, the following numbers are used:

  • NYP Transfer Center: 1-800-697-7828
  • Neonatal Intensive Care (NICU) Transport: 212-746-0318
  • Pediatric Intensive Care (PICU) Transport: 212-746-1111

These services are for clinical transfers between medical facilities and are not the same as the insurance-based home-to-doctor rides provided by the Presbyterian Health Plan in New Mexico.

The Modivcare App and Online Portal

For tech-savvy members or caregivers managing multiple appointments, using the telephone is no longer the only option. Modivcare provides a mobile app and an online portal that allow you to:

  • Book new trips without waiting on hold.
  • View all upcoming scheduled rides.
  • Cancel trips instantly.
  • Track the location of your driver in real-time (in participating areas).

To get started, you can download the Modivcare app from the Apple App Store or Google Play Store. You will need your Presbyterian Member ID to register your account.

Frequently Asked Questions About Presbyterian Transportation

Can the driver take me to the pharmacy after my appointment?

In most cases, "stop-overs" are not permitted unless they were scheduled in advance. If you know you will need to pick up a prescription, you must tell the coordinator when you book the original ride so they can schedule a "multi-leg" trip.

Is there a cost for this service?

For Turquoise Care (Medicaid) members, there is typically no co-pay or out-of-pocket cost for authorized medical transportation. Medicare Advantage members should check their "Summary of Benefits" or call Presbyterian Customer Service to see if a small co-pay applies.

Will the driver come into my house to help me get dressed?

No. NEMT drivers provide "curb-to-curb" or "door-to-door" service. They are not trained medical aides and are not permitted to enter your private residence or provide personal care. If you need help getting ready, you should arrange for a family member or caregiver to assist you before the driver arrives.

What if I need to travel out of state for surgery?

If you are a New Mexico resident who has been referred to an out-of-state specialist (e.g., in Texas or Colorado), your transportation must be pre-approved by Presbyterian’s clinical team. This may include coverage for airfare, lodging, and meals. Contact the Presbyterian Customer Service Center at 1-888-977-2333 to start the prior authorization process.

Can I request a specific driver or company?

While you can voice a preference, Modivcare cannot guarantee a specific driver. They assign rides based on vehicle availability and geographic proximity.

Summary of Key Points

  • Primary Number: Call 505-923-6300 or 1-855-774-7737 to schedule a ride.
  • Lead Time: Book at least 48 hours before your appointment.
  • Emergencies: If you are having a heart attack, stroke, or severe trauma, call 911. Non-emergency transportation is not for life-threatening situations.
  • Preparedness: Have your Member ID, the doctor’s address, and your appointment time ready before you dial.
  • App Usage: Use the Modivcare app for faster scheduling and real-time tracking.

Reliable transportation is more than just a ride; it is a gateway to better health outcomes. By understanding the rules of the Presbyterian transportation system and keeping the right phone numbers handy, you can ensure that your journey to wellness is as smooth as possible.