Frequently Asked Questions
Answers before you schedule your trip.
Find clear answers about Urgent Transit services, scheduling, wheelchair and special accommodations, payment options, rates, insurance eligibility, and non-emergency transportation.
Services
General service questions
Understand what Urgent Transit provides and when non-emergency medical transportation is the right choice.
What is Urgent Transit?
Urgent Transit is a Non-Emergency Medical Transportation provider based in Northborough, Massachusetts. The company helps clients, families, caregivers, healthcare partners, and community organizations arrange safe, reliable transportation for scheduled trips.
What is Non-Emergency Medical Transportation?
Non-Emergency Medical Transportation, often called NEMT, is transportation for people who need help getting to and from appointments or scheduled destinations but are not in an emergency or immediate-care situation.
What types of trips does Urgent Transit provide?
Urgent Transit provides transportation for doctor appointments, day programs, company travel, school field trips, family vacations, group transportation, personal scheduled trips, and other special transportation needs.
Do you only provide medical transportation?
No. Medical appointment transportation is a core service, but Urgent Transit also supports day programs, group trips, company travel, school field trips, family vacations, and other scheduled transportation needs.
Do you provide emergency ambulance service?
No. Urgent Transit provides non-emergency transportation only. If someone is experiencing a medical emergency or needs immediate medical care, call 911.
Scheduling
Booking and trip planning
Know what to prepare before calling so the trip can be scheduled or quoted more efficiently.
How do I schedule a ride?
Call Urgent Transit at 773-236-5905 or 774-287-6114 to schedule a new trip, confirm an existing trip, request a quote, or discuss special accommodations.
What information should I have ready before calling?
Please have the following details ready:
- Full name of the client or group
- Full pickup address and destination address
- Contact phone number
- Date and time of the appointment, event, or trip
- Purpose of the appointment or transportation need
- Special accommodations or mobility support needs
Can I confirm an existing trip?
Yes. You can call Urgent Transit to confirm an existing ride and review pickup time, destination, contact information, and any special accommodation details.
Can a family member or caregiver schedule for someone else?
Yes. Family members, caregivers, care coordinators, and organizations can contact Urgent Transit to help schedule transportation for a client or loved one.
Can I request recurring transportation?
Recurring trip needs may be discussed with the Urgent Transit team. This may be useful for day programs, regular medical appointments, recurring care visits, or ongoing transportation needs.
Rates & Payment
Pricing and payment questions
Rates may depend on distance, trip type, waiting time, special accommodations, and eligibility.
What is the base rate?
The base rate starts at $75 each way for trips up to 15 miles. For longer trips, group transportation, special accommodations, or custom travel needs, call for a quote.
What payment methods are accepted?
Urgent Transit accepts Medicaid/Medicare based on eligibility, check or cashier’s check, debit or credit card, and cash.
Do you accept Medicaid or Medicare?
Medicaid or Medicare-related payment may be available based on insurance eligibility and trip qualification. Please call before scheduling to confirm whether your trip may qualify.
Is insurance coverage guaranteed?
No. Coverage can vary based on eligibility, program rules, and trip qualification. Urgent Transit can discuss payment questions, but eligibility should be confirmed before the trip is scheduled.
When should I request a custom quote?
Request a quote for longer-distance trips, group transportation, special accommodations, recurring transportation, waiting time, family or personal trips, school field trips, company travel, or any trip outside the standard base-rate structure.
Accessibility & Safety
Mobility support and safe service
Special accommodation details should be discussed before pickup so the trip can be planned appropriately.
Do you provide wheelchair accessible transportation?
Urgent Transit supports clients with mobility needs and special accommodations. Please call to discuss wheelchair transportation needs, vehicle availability, pickup conditions, and any assistance required.
What special accommodations should I mention?
Mention wheelchair use, mobility aids, assistance needs, caregiver companions, pickup or drop-off access concerns, appointment timing, and any other details that may affect safe transportation.
Are the drivers and staff trained?
Urgent Transit communicates that its drivers and support staff work to assist clients with transportation needs and that the team uses trained staff and properly equipped vehicles to support safe service.
How does Urgent Transit support communication?
The company aims to increase communication between drivers and clients, reduce wait times, and provide safe transportation. For trip-specific communication needs, call the team before the scheduled pickup.
Can a caregiver or companion travel with the client?
This should be discussed when scheduling the trip. Share whether a caregiver, family member, or companion will travel with the client so the team can plan accordingly.
Accessibility & Safety
Mobility support and safe service
Special accommodation details should be discussed before pickup so the trip can be planned appropriately.
Do you provide wheelchair accessible transportation?
Urgent Transit supports clients with mobility needs and special accommodations. Please call to discuss wheelchair transportation needs, vehicle availability, pickup conditions, and any assistance required.
What special accommodations should I mention?
Mention wheelchair use, mobility aids, assistance needs, caregiver companions, pickup or drop-off access concerns, appointment timing, and any other details that may affect safe transportation.
Are the drivers and staff trained?
Urgent Transit communicates that its drivers and support staff work to assist clients with transportation needs and that the team uses trained staff and properly equipped vehicles to support safe service.
How does Urgent Transit support communication?
The company aims to increase communication between drivers and clients, reduce wait times, and provide safe transportation. For trip-specific communication needs, call the team before the scheduled pickup.
Can a caregiver or companion travel with the client?
This should be discussed when scheduling the trip. Share whether a caregiver, family member, or companion will travel with the client so the team can plan accordingly.