How to Book a ModivCare Ride in New Jersey

What ModivCare Is — and Why Every NJ Plan Uses It

ModivCare — the company formerly known as LogistiCare — is New Jersey's statewide transportation broker for Medicaid. When a NJ FamilyCare member needs a ride to a covered medical appointment, the ride is arranged through ModivCare, not the doctor's office and not the transportation company directly. The important thing to know is that all five NJ FamilyCare health plans use the same ModivCare booking line, so the process below is identical whether you have Aetna Better Health, Fidelis Care (formerly WellCare), Horizon NJ Health, UnitedHealthcare Community Plan, or Wellpoint (formerly Amerigroup).

For general NJ FamilyCare questions or to confirm your plan, the State's Health Benefits Coordinator can be reached at 1-800-701-0710. For the full picture of Medicaid transportation eligibility and rules, see our NJ Medicaid NEMT guide.

How to Book a ModivCare Ride

1. Confirm the trip is to a covered service. ModivCare covers rides to medically necessary, Medicaid-covered care — doctor visits, dialysis, behavioral health, chemotherapy, wound care, and similar.
2. Call at least 2 business days ahead. Reach Reservations at 1-866-527-9933 (TTY 1-866-288-3133), or book online at mymodivcare.com. Phone trips can be booked up to 30 days in advance.
3. Have your details ready: your NJ FamilyCare member ID, the provider's name and address, the appointment date and time, and your pickup address. If you use a wheelchair or stretcher, say so — it determines the vehicle.
4. Write down your confirmation. Keep the trip/confirmation number in case you need to check on the ride later.
5. Be ready early. NEMT vehicles serve several riders, so be ready about 15 minutes before your pickup window.

Setting Up a Standing Order (Dialysis & Recurring Care)

If you need the same trip three or more times a week for three or more months — the classic example is dialysis transportation on a Monday/Wednesday/Friday schedule — you can set up a standing orderinstead of calling for every single trip. Standing orders are arranged through ModivCare's facility/standing-order line at 1-866-527-9945, usually with help from your dialysis center or doctor's office. A standing order is typically good for about three months and is then recertified by ModivCare, so plan to renew before it lapses to avoid a gap in your rides.

"Where's My Ride?" — When a Pickup Is Late

On the day of your trip, if your ride is late, hasn't arrived, or you need to check its status, call the ModivCare Where's My Ride? line at 1-866-527-9934. Keep your confirmation number handy. This is the fastest way to get real-time help on the day you're traveling.

If a Ride Fails: How to File a Complaint and Escalate

Missed pickups, long waits, and last-minute no-shows are the most common complaints with brokered Medicaid transportation. You have three escalation paths, and you can use more than one:

When Private Transport Makes More Sense

Medicaid transportation through ModivCare is the right tool for scheduled, covered trips. But it isn't built for every situation. People often arrange private, self-pay transportation when:

• The trip is same-day or short-notice and falls inside the 2-business-day booking window.
• The destination is out-of-network or farther than the nearest provider and isn't approved.
• The trip isn't a Medicaid-covered service (for example, some errands or non-covered visits).
• The rider isn't Medicaid-eligible (private insurance, Medicare, or self-pay).
• A family needs a guaranteed pickup window for a critical appointment.

Delta Medical Transportation provides wheelchair van and stretcher-level transport across all 21 New Jersey counties, and we can often help on short notice when a Medicaid ride is delayed or doesn't fit. Call (973) 389-3110.