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FAQS

General Information

What is Non-Emergency Medical Transportation (NEMT)?

Non-Emergency Medical Transportation (NEMT) provides transportation for individuals who are not in a life-threatening situation but require assistance to travel to and from medical appointments, therapies, and other healthcare-related services. To explore your options, Learn More About Our Services

What services does Zyvra Mobility offer?

We offer a variety of transportation services to meet your needs, including:

Rides for:

  • Hospital Discharge or Intake
  • Medical Appointments
  • Healthcare Specialist Appointments
  • Outpatient Procedures
  • Therapy (Occupational Therapy / Physical Therapy)
  • Adult Daycare
  • Dialysis
  • Senior Living Facilities

What is your service area?

Our wheelchair and stretcher accessible vans are available for both local transportation in the Austin, TX and Round Rock, TX area and long-distance transportation throughout the region.

Areas covered:

How can I book a ride with Zyvra Mobility?

You can easily schedule a ride online here:  “Request a Ride”.

You can also request a ride by directly contacting us at:

Eligibility and Coverage

  • Who is eligible for Zyvra Mobility NEMT services?
    Zyvra Mobility NEMT services are available to individuals who require assistance with transportation to and from medical appointments, therapies, and other healthcare-related services, and are not in a life-threatening emergency. This includes individuals using wheelchairs, stretchers, or those who need ambulatory assistance.
  • Does insurance cover Zyvra Mobility NEMT services?
    Zyvra Mobility is Private Pay only. We do not bill Medicaid, Medicare, or private insurance directly. If your plan includes out-of-network transportation benefits, you may be able to submit your receipt or invoice directly to your insurer for reimbursement. Reimbursement is not guaranteed
    You can also estimate pricing using our Medical Transportation Cost Calculator
  • Do you accept Medicaid or Medicare Advantage plans?
    No. Zyvra Mobility is Private Pay only. We do not bill Medicaid or Medicare Advantage plans directly. If your plan offers out-of-network reimbursement for transportation, you may submit your receipt or invoice directly to your insurer. Reimbursement is not guaranteed.

Booking and Scheduling

  • How far in advance should I schedule a ride?
    While we strive to accommodate all requests, we recommend scheduling your ride at least 24-48 hours in advance to ensure availability, especially for specific times or long-distance transportation.

 

  • Can I schedule recurring rides for regular appointments?
    Yes, we can arrange recurring rides for regular appointments such such as dialysis or therapy. Please contact us to set up a recurring schedule that meets your needs.

 

  • What information do I need to provide when booking a ride?
    When booking a ride, please be prepared to provide:
    • Your name and contact information
    • The patient’s name (if different from the booker)
    • Pickup and destination addresses
    • Date and time of the appointment
    • Type of service needed (ambulatory, wheelchair, stretcher, Traversa chair)
    • Any special instructions or assistance required

 

  • What happens after I request a ride online or by phone?
    After you request a ride, our team will review your information and confirm your booking. You will receive a confirmation with the details of your ride, including the scheduled time and any relevant instructions.

During the Ride

  • Can I bring a companion or caregiver with me?
    Yes, you are welcome to bring a companion or caregiver with you on your NEMT ride. Please inform us when booking if you will have additional passengers.
  • Are service animals allowed in your vehicles?
    Yes, trained service animals are welcome in our vehicles. Please let us know when booking if you will be traveling with a service animal.
  • What should I bring with me on my NEMT ride?
    We recommend bringing any necessary medical documents, identification, and personal items you may need for your appointment. If you have specific medical equipment, please inform us in advance.
    Learn more in our guide: What to Expect from Your NEMT Driver

  • What types of assistance do drivers provide?
    Our drivers are trained to provide professional and compassionate assistance, including help with boarding and exiting the vehicle, securing wheelchairs or stretchers, and ensuring a safe and comfortable ride. They are not authorized to provide medical care.

Cost and Payment

  • How much do Zyvra Mobility NEMT services cost?

    Please visit our Pricing page for our current rate structure. For trips outside Williamson, Travis, or Hays County, contact us for a custom quote.

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  • What payment methods do you accept?
    We accept Private Pay payments, including major credit and debit cards. We do not offer direct billing to insurance. If your plan allows out-of-network reimbursement, you may submit your receipt or invoice directly to your insurer
  • Do you offer mileage reimbursement?
    Zyvra Mobility does not offer mileage reimbursement. Our services are provided as a direct transportation solution.

Cancellations and Changes

  • What is your cancellation policy?
    We understand that plans can change. Please notify us as soon as possible if you need to cancel or reschedule a ride. Our cancellation policy requires at least [X hours/days] notice to avoid a cancellation fee.

 

  • What if my medical appointment is rescheduled?
    If your medical appointment is rescheduled, please contact us immediately at 585-346-6021 to adjust your transportation schedule. We will do our best to accommodate the new time.

Complaints and Feedback

  • What should I do if my ride is late?
    If your ride is running late, please contact us immediately at 585-346-6021. We will provide you with an update and work to resolve the situation promptly.

 

  • How can I provide feedback about my ride experience?
    We value your feedback! You can provide feedback about your ride experience by contacting us directly via phone or email at wesleyburris@zyvramobility.com. Your input helps us improve our services.

 

  • Who do I contact if I have a complaint?
    If you have a complaint, please contact our customer service team at 585-346-6021 or wesleyburris@zyvramobility.com. We are committed to addressing your concerns and finding a satisfactory resolution.

Additional Services/Restrictions

  • Can Zyvra Mobility take me to non-medical appointments (e.g., pharmacy, grocery store)?
    Our primary focus is on non-emergency medical transportation. For inquiries about transportation to non-medical appointments, please contact us directly to discuss your specific needs.

 

  • Are there any distance restrictions for your NEMT rides?
    Zyvra Mobility offers both local transportation within the Austin, TX and Round Rock, TX area and long-distance transportation throughout the region. Please contact us to discuss your specific distance requirements.

 

  • Do you provide translation services if needed?
    While we do not directly provide translation services, please inform us of any language barriers when booking, and we will do our best to assist you or provide resources.