My Ride FAQs

We are here to help you with your on line scheduling of your transportation through the website,  For full instructions on how to setup your account and booking your ride (in PDF format), please click here.  This FAQ will answer the questions most often asked about this service.  If you need more help, please call Superior Medical Transportation at (505) 923-6300 or 1 (855) 774-7737.

Can I setup my transportation using My Ride if I don’t have an email address?
No. In order to setup your My Ride profile, you must have a valid email address.

What if I don’t know my member ID?
You will need your Member ID to create and login to your My Ride profile. To get your member ID, you can call Presbyterian at (505) 923-5200.

Why can’t I select the date to schedule my appointments?
Your appointment can only be booked if it is within 45 days, and it must be scheduled at least 3 business days out. For example, if today is 1/1/19, you can book online for 1/4/19 and later, but not for 1/2 or 1/3. 
Business days are Monday through Friday not including holidays.

What if I need same-day transportation?
You cannot book same-day transportation through My Ride. For same day transportation, you will need to call SMT. Same-day service is only provided for urgent healthcare services, or if your doctor requests it, and you don’t have any other transportation. If same-day transportation is needed, SMT will call your provider to verify the appointment before approving the transport. If you have an emergency, please call 911.

Can I bring anyone with me on my trip?
If you are an adult Presbyterian Centennial Care member and need help, you may request an attendant to go with you to your appointment. A qualified attendant must be over age 18 and must be able to help you. The attendant cannot require help themselves. A qualified attendant is someone that your doctor or healthcare provider says needs to help you when you go to your appointment. If you already have approval on file to bring an attendant, then you may proceed to book your trip through My Ride. If you do not, you will need to call Presbyterian Customer Service Center at (505) 923-5200 or 1 (888) 977-2333.

What if I have kids? Can I bring them with me?
Presbyterian will cover the transportation for the member only, unless there is an approval on file. For more information on covered benefits, call Presbyterian Customer Service Center at (505) 923-5200 or 1 (888) 977-2333.

How do I schedule a trip for my child?
You must create a separate profile for your child, and then book that trip under your child’s Presbyterian Member ID. You must also add a Parent/Legal Guardian as an additional passenger for your child’s transport.

Do I need to go with my child to his/her appointment?
All children (0-17 years) are required to have their Parent/Legal guardian with them on their transportation both to and from their appointments, unless the parent is willing to sign a waiver stating the child can ride alone. A waiver can only be signed for children ages 12-17. Children 11 and under are not allowed to travel without a parent or legal guardian.

How do I get a waiver to sign for my child?
You can call Superior Medical Transportation (SMT) to request a waiver at (505) 923-6300 or (855) 774-7737. SMT will make sure the driver brings one on the day of the transport, or they can fax or email a form for you to have ready for the driver on the day of the transport.

Can I see when my driver will arrive?
No option currently exists to track an estimated time of arrival, or a driver’s location. If you are waiting for transportation to arrive, and need to find out when, you can call SMT. You may also contact your transportation provider if they have given you their direct phone number.

I have a service animal that needs to be transported with me, how do I book a trip?
Under the ADA, a service animal is defined as a dog that has been individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the dog must be directly related to the person’s disability. You must select “service animal” under the Mobility Aids section when booking your trip. You
must also enter “Service Animal” in the box below the address field where it says to enter comments for your trip.

Can I cancel my transportation using the website?
Yes, you can cancel your transportation by selecting the option to view your trip, and then selecting the cancel option. To cancel using the portal, your trip must still be at least 24 hours in the future. To cancel a trip on the same day, you MUST call SMT.

Why did I get an error message when trying to save my trip?
The system will time out after 30 minutes of inactivity, and automatically log you out. To continue, you will need to log back in to continue your booking. If you continue to receive the error, please contact SMT.

When will my ride arrive?
This depends on your pick up location to your appointment, but generally it will be a minimum of 30 minutes prior to your appointment time. So, please be ready 30 minutes before your scheduled pick up time, because the driver may arrive at any time during this 30-minute range.
For example, you may be told your driver will pick you up between 2 p.m. and 2:30 p.m. You must be ready to be picked up starting at 2 p.m., because the driver will come at any time between 2 p.m. and 2:30 p.m. You could miss your ride if you aren’t ready. A driver will wait up to 10 minutes from the time he/she arrives to pick you up. When the driver arrives, you will need to sign a form that says you boarded the vehicle to be transported to your appointment.

If you do not have a scheduled return pick up time, you should select “I will call you when I am ready” when booking your trip. When your appointment is over, you must call SMT, and SMT will notify the driver/provider that you are ready. You may also call your provider directly if they have given you their phone number.


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