Frequently Asked Questions

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General Information

What is JewelRide?

JewelRide is a specialized healthcare mobility company focused on providing Non-Emergency Medical Transportation (NEMT). Our goal is to offer safe, reliable, and comfortable transportation services to individuals and communities needing assistance for medical appointments, therapy sessions, and other healthcare-related destinations.

I see that JewelRide specializes in medical and health related appointments. Do you have any special medical knowledge or background?

JewelRide was founded by a pediatrician and a pharmacist who identified a significant gap in reliable transportation affecting access to quality healthcare drawing from their personal experiences as healthcare professionals directly providing clinical care to patients. Our goal is to provide a seamless transportation experience that supports better health outcomes for all clients.

What areas do you serve?

We currently cover two states, Illinois and Missouri. More specifically, we cover the Illinois Metro East area and the greater St. Louis region. We also cover most areas in Southern and Central Illinois as dictated by need.

How are you different from an ambulance service?

We focus on non-emergency medical transportation. We do not handle emergency situations like what an ambulance service would do.

Service Information

What types of transportation services do you offer?

Our services include:

Medical and hospital appointments: Reliable transportation for routine check-ups, specialist visits, and outpatient procedures.
Dialysis visits: Regular transport to and from dialysis centers to ensure timely treatment.
Senior transportation: Safe and supportive rides for seniors attending medical appointments or social engagements.
Prescription pickup: Convenient collection and delivery of prescriptions from pharmacies/drugstores.
Assisted living transfers: Coordinated transfers between homes and assisted living facilities.
Custom transportation: Tailored transport solutions for various personal errands and specific needs especially for those needing wheelchair accessible transportation.

Are your services available for individuals with disabilities?

Yes, we offer wheelchair-accessible vehicles to accommodate passengers with mobility challenges. Our drivers are trained to assist with boarding, securing wheelchairs, and ensuring a comfortable journey. Most of our vehicles are wheelchair accessible with wide ramps and adequate space for family and friends to come along with the primary passenger.

How do you ensure the safety and comfort of passengers?

Our vehicles are regularly sanitized and equipped with necessary medical supplies. We only hire drivers who pass a comprehensive background check that also includes a drug test. Our drivers are trained and certified in defensive driving, first aid and Cardiopulmonary Resuscitation (CPR), and they follow stringent safety protocols to ensure a safe and comfortable ride for all passengers. These certifications are renewed regularly.

Booking and Scheduling

How do I book a ride?

You can book a ride by visiting our website and completing the booking form or by calling our customer service at (618) 250-4771 or 1 (877) JWL-RYDE. You can also email us at booking@jewelride.com. To ensure availability, we recommend booking at least 72 hours in advance where possible.

Can I schedule recurring rides?

Yes, we offer the option to schedule recurring rides for regular medical appointments. This can be arranged through our website or by contacting our customer service team, ensuring consistent and reliable transportation.

What information do I need to provide when booking a ride?

When booking a ride, please provide:

Full name and contact details
Pickup and drop-off locations
Appointment date and time
Any special requirements (e.g., wheelchair accessibility, medical equipment)

What is your cancellation policy?

We understand that plans can change. If you need to cancel or reschedule your ride, please contact us as soon as possible. We appreciate at least 24 hours’ notice to accommodate other customers effectively.

Payment and Insurance

What payment methods do you accept?

We accept various payment methods, including credit/debit cards, insurance billing, and Medicaid/Medicare. For specific payment options, please contact our customer service team for detailed information.

Does insurance cover NEMT services?

Many insurance plans, including Medicaid and some Medicare plans, cover NEMT services. We recommend checking with your insurance provider to understand your specific coverage. Our team is also available to assist with any necessary processes.

How do I know if my insurance covers your services?

Contact your insurance provider or our customer service team for assistance. We can help you verify coverage and guide you through the process of setting up insurance billing for our services.

Safety and Comfort

What safety measures are in place for passengers?

Our vehicles are equipped with GPS tracking and real time cameras and our drivers are trained in first aid and emergency response. We conduct regular vehicle inspections and maintenance to ensure safety and reliability. Additionally, we follow strict sanitization protocols to maintain a clean and hygienic environment for all passengers.

Are your drivers trained?

Yes, our drivers undergo comprehensive training, including:

Defensive driving techniques.
First aid and CPR certification.
Proper handling and securing of wheelchairs and other mobility devices.
Sensitivity training to assist passengers with various medical and mobility needs.

Contact Us

How can I contact JewelRide for more information?

You can reach us through our website’s contact form, email us at info@jewelride.com, or call our customer service at (618) 250-4771. Our team is available to assist you with any questions or concerns.