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Innovative Care Network
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What is Non-Emergency Medical Transportation (NEMT)?
NEMT is a specialized transportation service designed for individuals who do not require emergency medical care but need assistance getting to and from medical appointments, treatments, or other healthcare-related activities.
How do I book a ride?
Booking a ride is easy! Simply provide the necessary details, and we will take care of the rest.
What areas do you serve?
We currently serve Wake County, Durham County, Franklin County, and surrounding areas. We also transport to other areas as long as the transport begins and/or ends in the state of North Carolina. If you have specific location inquiries, feel free to contact our customer service for assistance.
Do you only provide transportation for medical appointments?
In addition to medical, we provide school transportation and various non-medical trips such as social events, shopping, airport transfers, and other personal appointments. Contact us to discuss your specific needs.
How far in advance should I book a ride?
We recommend booking your ride at least 24 hours in advance to optimize availability. However, we understand that plans may change, and we will do our best to accommodate last-minute requests.
What payment methods do you accept?
We accept credit and debit cards only. We do not accept cash. If you have specific preferences or concerns regarding the payment process, please feel free to discuss them with customer service when booking your ride.
When is my payment due for services?
We require that our customers have a card on file at the time of booking. Payments may be processed at the time of booking or at least 24 hours before the scheduled service unless other arrangements are made.
What is your cancellation policy?
Clients are requested to provide at least a 12-hour notice for cancellations to allow us to optimize our scheduling and accommodate other clients. Cancellations within the 12-hour window are subject to a fee of up to 50% of the scheduled service to help cover administrative and operational costs. We understand that emergencies and unexpected situations may arise. In such cases, please contact us as soon as possible, and we will assess your situation with the aim of finding a fair and equitable solution.
What is your late or no-show policy?
Our goal is for our drivers to arrive at least 10 minutes ahead of your scheduled pickup time. We also extend a 5-minute grace period to all of our clients. If the passenger is not at the door within 5 minutes of the scheduled time, the driver may wait (depending on availability) and the passenger will begin to incur a $1 per minute charge. If the driver arrives 10 minutes or later than scheduled, the passenger has the option to cancel at no charge or receive a discount of up to 20%. No-shows are subject to being charged 100% of the service price. This late policy aims to balance our commitment to punctuality with an understanding of the occasional challenges our clients may encounter.
Do you accept Medicaid, Medicare, or medical insurance?
Not at this time but please subscribe to our email list to receive updates in the event that this changes.
How do I set up transportation for my child(ren)?
Upon receiving your request, we will promptly assess the availability of a vehicle for your specified area and time. If we do not have availability, we will provide alternative options or place you on our preferred waitlist for future openings.
New customers will pay the annual registration fee ($40-$60 based on family size) and will be sent a service agreement via email which must be signed and on file prior to service. Following agreement confirmation, a service confirmation along with the invoice will be emailed to you. Service will begin on the agreed upon start date once payment is received and all required documentation is provided.
Do you provide transportation for students with special needs?
Yes, we accommodate students with special needs and provide specialized transportation services. Please call us to discuss the specific needs of your child.
Innovative Care Network
120 Capcom Ave. Ste102c Wake Forest, NC 27587
Copyright © 2024 Innovative Care Network - All Rights Reserved.
VAYA Health In-Network Provider (NC)
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