Transportation Options

Do you need help with transportation to your health care appointments?

Non-emergency medical transportation (NEMT) services are a covered Medicaid benefit for Columbia Pacific members. If you have no way to get to a covered health appointment, a rideshare program called NW Rides can get you there. Depending on your needs, you may be provided rides, get passes to ride the bus or get help paying for gas. Contact NW Rides toll-free at 888-793-0439 to talk about your transportation options.

Call center hours

Monday-Friday
8 a.m. to 5 p.m.
503-861-0657
Toll-free: 888-793-0439
TTY: 711

The call center is closed on New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day and Christmas Day. NW Rides’ services are provided 24 hours a day, 365 days a year. To arrange after-hours or weekend transportation, call as far ahead as possible to schedule your rides.

Understanding transportation services

To make transportation services simple, we created a helpful one-page overview of transportation services and benefits. You can click on a language below to download the PDF:

Frequently asked questions about transportation

Q: When can I schedule a ride?
A. If you need help getting to your appointments, we prefer that you or your representative call NW Rides to schedule a ride at least two business days before your appointment. However, appointments can also be scheduled the same day or up to 90 days in advance, if needed. The NW Rides staff will ask you some questions about your health history. They’re happy to explain which services will fit your needs.

Q: Am I eligible?
A: NW Rides will confirm your eligibility before providing services. NEMT services are provided to any eligible Columbia Pacific CCO member. NW Rides will ask you what resources you have and guide you on how to use them. This includes, but doesn’t guarantee, options to access public transit passes, mileage, lodging and meal reimbursement, shared rides, volunteers and mobility vehicles.

If you are enrolled in open card/fee-for-service Oregon Health Plan, please contact Oregon Health Authority to find out whom to call for NEMT services.

Q: Can my children or family ride with me?
A: No. Transportation services are covered only for the Columbia Pacific member who has the appointment. There is one exception: If you need assistance during your ride, a personal care attendant, such as a nurse or aide, can ride with you at no charge.

Q: Where can I go?
A: You may schedule transportation to and from any covered health service, including:

  • Primary care visits
  • Specialist office visits
  • Physical therapy
  • Dental care visits
  • Mental health services
  • Dialysis
  • Substance use treatment services
  • Other health services covered by Columbia Pacific CCO

Q: What kind of transportation am I eligible for?
A: We’ll arrange the lowest cost option that meets your needs. Available services may include:

  • Bus fare
  • Pre-approved mileage reimbursement
  • Wheelchair lift/ramp van
  • Sedan/taxi
  • Stretcher van (for those who need to be transported lying down)
  • Secured transport (professional transport for those in a mental health crisis)

Q: What information do I need to have ready when I call?
A: Please have this information ready:

  • Your Columbia Pacific CCO Member ID number
  • Your home address and phone number
  • Your mailing address
  • Your complete pickup address and phone number
  • Your complete appointment address, including building name and suite number
  • Appointment date and time
  • Name and telephone number of your medical provider
  • Reason for appointment
  • If you need a wheelchair or other assistance

Q: What if my plans change or I need to cancel my ride?
A: If you need to cancel a ride or change your appointment time, call NW Rides at least two hours before your ride is scheduled to pick you up (or as soon as possible).

You can call to cancel rides Monday through Friday, 8 a.m. to 5 p.m. NW Rides has 24-hour voicemail, so you can leave your cancellation and they will get to it first thing in the morning.

Q: Is there a number to call after business hours?
A: If you need to reach NW Rides after hours, please call the call center at 888-793-0439 (TTY 711). You can leave a voice message stating your need for a ride and someone will call you back.

Q: What happens if I don't show up for my ride?
A: If you’re not ready at your pickup time and have not canceled the ride at least two hours before the scheduled time, the ride is called a no-show. Continued no-shows may result in a transportation provider refusing to continue providing service. Transportation providers do not get paid for no-show rides. There are limited number of transportation providers under contract with NW Rides. Therefore, you must make every reasonable effort to avoid no-shows and cancel unnecessary rides on time. Failure to cancel in a timely manner may limit available transportation resources. This places undue burdens on NW Rides and makes transportation more difficult for all our members.

Q: What else do I need to know?
A: Please keep these things in mind:

  • You should be ready 15 minutes before your scheduled pickup time. Transportation providers should arrive within 15 minutes before or after the scheduled pickup time. If the driver is late, call 503-861-0657 or toll-free 888-793-0439.
  • Bus passes should be requested at least one week before your appointment. This allows time for mailing.
  • For urgent needs after hours, you can still contact Customer Service.
  • The Tillamook County Transportation District website has more information if you need it. This includes bus routes.
  • Click here to download the NW Rides Reimbursement Guide to understand your options if you or someone you know provides transportation to your medical appointments.

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