Medicaid transportation is available to medical appointments for ​those who have active Medicaid. For questions of eligibility, please contact your case worker.

In order to get transportation to and from an appointment, the appointment must be covered by Medicaid. Proof of appointment is required for all Medicaid transportation.

As a Medicaid transportation beneficiary, you are required to notify GoWake Access at least three days prior to your appointment and five days prior for appointments outside of Wake County. Failing to do so can result in your transportation being denied. If your transportation is denied for any reason, you have the right to file a written notice within 10 working days and you have the right to have a local hearing to appeal this decision. Appeal Rights are noted at the bottom of this page.

Call Center Hours: Monday–Friday, 8 a.m.–5 p.m.

Walk-In Hours:

Monday–Thursday: 9–10:45 a.m. and 2–3:45 p.m.; Friday: 9–10:45 a.m. only

8 a.m.–4 p.m. (gas card pick-up only)

Modes of Medicaid Transportation

Passes can be mailed to the rider (verification form of Medicaid-covered service is required). Five days notice is required for receipt of tickets. Medicaid recipients can call 919-212-7005 or come in during walk-in hours (posted above).

Gas Card

Gas cards cannot be mailed. Pick-up options are as follows:
  • Must be a 5-mile, one-way minimum to receive a gas card for medical appointment
  • Customer with car, or who has someone who can transport, but needs assistance with gas
  • Must have proof of appointment (walk-in hours above)
  • Driver must provide current driver’s license, proof of insurance and current vehicle registration.
  • If the appointment is outside Wake County the referring physician must fax a DMA 5048 form to Transportation stating the service cannot be provided in Wake County.
  • Gas card calculation is based on mileage from home to medical office and return home. Fuel prices are monitored daily and are subject to change.
  • Must provide DMA 5118 (document below) as proof of attendance from previous appointment

Van Transportation

  • Must call 919-212-7005 at least three working days prior to the appointment (five days prior if appointment is outside of Wake County). UNC (Chapel Hill) and Duke (Durham) trips are based on set shuttle schedule.
    • If you have used our Medicaid van transportation before, you can request a trip via our web portal (email not required).
  • In order to reserve a trip, customer must have appointment date, complete facility name, address and phone number of medical office.
  • Beneficiary must call at least one hour prior to pick-up time to cancel and not receive a No-Show.
  • To check on your ride or to cancel, please call dispatch at 919-996-4444.

No-Show and Cancellation Policy

A No-Show occurs when a Medicaid client is scheduled for a trip to a medical service and fails to show up to be transported.
  • The client must be ready and at the designated place for pick-up at the time given by the Customer Service Representative. The van driver is only required to wait a minimum of five minutes. After waiting for five minutes, the driver is instructed to leave a No-Show tag and proceed to the next destination.
  • The client must call the number provided for trip requests to cancel scheduled transportation at least one hour prior to pick-up. Cancellations made less than one hour in advance may count as a No-Show, unless there was good cause for the cancellation.
  • The first missed trip will result in a warning letter informing the client that further missed trips may result in a suspension of transportation services for a period of 30 days.
  • A second missed trip within three months of the first missed trip will result in a final warning letter informing the client that the next missed trip may result in a suspension of transportation services for a period of 30 days.
  • A third missed trip within three months of the first missed trip may result in a suspension notice informing the client that transportation services have been suspended for 30 days. 
**Critical needs clients, such as those receiving dialysis or chemotherapy, will not have their Transportation Services suspended. **

 

Appeal Rights

If your Transportation Services have been suspended, or if your transportation has been denied, you can ask for a hearing to appeal the decision.

You must ask for this hearing within 60 days (or 90 days if you have a good reason for delay). This hearing is a meeting to review your situation and provide you with transportation services if the decision to suspend your transportation was wrong. Please respond, in writing, with why you feel this decision should be overturned and include any supporting documentation. Appeal letters can be mailed to:


GOWAKE Access Services
220 Swinburne St.
PO Box 46833
Raleigh, NC 27620-6833
Attn: Anita Davis, Transportation Manager

A local hearing will be held within five days of your request, unless you ask for it to be postponed. The hearing can be postponed (for a good reason) for as much as 10 calendar days. If you think the decision of the local hearing is wrong, contact your DSS county transportation coordinator WITHIN 15 DAYS of receiving the decision of the local hearing, to ask for a state hearing.

If you have any questions regarding this No-Show/Cancellation Policy or Appeal Rights, please contact the Wake County Transportation Call Center at 919-212-7005, and a customer service representative will be available to assist you.


DMA 5118B – Verification of Receipt of Medicaid-Covered Service (this version is for medical offices that require beneficiary's consent to release information)