Complete Care Member Guide

23 Transportation benefits Getting to and from your health care appointments is important. That’s why UPMC for Life Complete Care covers one-way and round-trip transportation to plan-approved locations at no cost. You can get a ride to doctor appointments, health care facilities, and pharmacies. Coverage area Trip allowance Western and central PA 50 one-way trips (25 round-trips) Eastern PA 12 one-way trips (6 round-trips) To schedule your trip, call 1-844-335-5921 (TTY: 711) Monday through Friday from 6 a.m. to 6 p.m. Here’s how to use your transportation benefit: 1. You, a family member, or caregiver can call to schedule your trip. 2. When you call, say, “I want to schedule transportation through my insurance, UPMC for Life Complete Care.” Please make sure you have the date, time, and address of your medical appointment before calling. 3. You will get a confirmation call within 48 hours of your trip. Important things to remember: • Trips should be scheduled two weeks in advance of your appointment. Trips requested less than 48 hours in advance may not be available. All trips are based on transportation service availability, and we cannot guarantee that all trips can be scheduled. • Your ride must occur Monday through Friday beginning at 7 a.m. with the last pickup scheduled no later than 4 p.m. • If you need to cancel your trip, you must do so at least 24 hours in advance. Failure to do so will result in the loss of one of your trips scheduled for that day. • Trips are limited to 30 miles from arrival point to a destination point in Pennsylvania. Special circumstances may be accommodated at the discretion of UPMC for Life Complete Care. • Upon arrival for pickup, the driver will wait at your requested location for up to 5 minutes. If you do not arrive within the 5-minute time limit, the driver will leave, and you will lose one of your trips. • If you require a wheelchair van or need assistance to get to the vehicle, please notify the transportation service when you schedule your trip. • One adult may accompany you to your scheduled appointment. Children younger than 18 years old are not able to be transported due to safety concerns. • The transportation provider reserves the right to refuse transport if they believe there is a safety concern.