Rider’s Healthcare Support & FAQ

Rider’s Healthcare is the healthcare transportation service of Rider’s Transporthers LLC. Hospitals, clinics, doctor’s offices, dialysis centers, care homes, rehabilitation centers and other healthcare organizations use it to arrange rides for their patients, to medical appointments and to other healthcare-related trips.

Your organization books and follows each ride online. The patient does not need the Rider’s app, an account or a smartphone.

Your dashboard shows a Get Started checklist with every step:

1. Register your organization on the Healthcare sign in page, with an organization administrator.
2. Confirm the administrator’s email address with the link we send.
3. Rider’s Transporthers LLC reviews and approves the organization.
4. Your authorized signer reviews and signs the two agreements: the Healthcare Organization Transportation Agreement and the Regular Trip Payment Terms & Authorization.
5. Rider’s Transporthers LLC approves the signed agreements.
6. Add a payment card, or have a monthly invoice arrangement approved by Rider’s Transporthers LLC.

When every step is done, the checklist shows Ready for First Ride and ride requests open.

Only a person who is in charge of the organization, or otherwise authorized to represent it, can sign. An organization administrator can sign, or can identify a staff member as the authorized signer in the Get Started area. The signer gives their full legal name, official title, the organization name and an organization email, and confirms they are authorized to sign for the organization.

An organization administrator opens the Organization tab and adds the person with their name, email and a starting password, as Staff (request rides) or Organization administrator. Each person confirms their own email address before they can request rides.

Organization administrators can change the address, phone number, billing contact and billing email in the Organization tab. Staff members can see these details but not change them.

An organization administrator can disable a user in the Organization tab. A disabled user can no longer sign in. Administrators cannot disable their own account.

A suspended organization cannot request rides. Please contact Rider’s Healthcare Support (support@riderstransporthersllc.com) to find out why and what is needed.

On the Healthcare Organization Sign In page, with your email and password. Healthcare accounts are separate: a Rider App, Driver App or Rider’s office account does not work here, and a Healthcare account does not work there.

Choose Forgot your password? on the sign in page and enter your email. If an account uses that email, we send a link to choose a new password. The link works once and expires after 1 hour. Signed in users can also change their password under My account.

Check your spam or junk folder first. In your dashboard, choose Send the link again for a new link. If it still does not arrive, contact Rider’s Healthcare Support (support@riderstransporthersllc.com).

Yes. Open the sign in page and use the install option your browser offers (on iPhone: Share, then Add to Home Screen; on Android: the browser menu, then Add to Home screen or Install). It opens like an app with the Rider’s Healthcare icon. Nothing is downloaded from an app store.

Open Request a ride in your dashboard, enter the trip details and submit. You see the request in Rides & status right away, with an estimated fare.

The ride starts as Requested. Our team sends it to available Rider’s drivers (Searching for Driver). When a driver accepts, it becomes Driver Assigned, and the person who booked it and your organization administrators receive an email with the driver’s name.

Organization administrators and staff members, once your organization’s onboarding is complete and their email address is confirmed.

Yes. Choose the pickup date and time when you request the ride. We recommend booking as far ahead as you can, especially when a wheelchair accessible vehicle is needed, so our team has time to arrange a driver.

You can request a ride for any date and time, including today. A driver is assigned by our team, so a short-notice ride may take longer to arrange. Book earlier whenever possible.

Choose Round-trip and enter the return pickup date and time, which must be after the first pickup. Each part of the trip is priced at its own time of day.

Book the ride to the appointment as a One-way trip, then request the ride home as a separate one-way trip when the patient is ready to leave.

Not in the dashboard. Contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number, or, while the ride can still be canceled, cancel it and request a new one.

No. Your organization books and manages the ride. The patient does not need the app, an account, an email address or a smartphone.

Enter a phone number where the patient, or a family member or caregiver, can be reached. The driver receives the patient’s name and this number after accepting the ride and may call it at pickup. A landline is fine if someone will answer it.

Not at this time. Rider’s Healthcare does not send text messages or automated calls to patients. Please tell the patient the pickup date, time and place yourself. Trip emails go to your organization.

• Patient name and a contact phone number
• Pickup location and destination (street, city, state and ZIP)
• Pickup date and time
• One-way or round-trip (with the return pickup time)
• Vehicle needed: standard or wheelchair accessible
• Service: RidersX (standard) or RidersXL (larger, more room)
• Whether it is an airport trip
• Notes for the driver (optional, up to 300 characters)

There is no separate appointment field. Choose a pickup time that leaves enough travel time, and add the appointment time to the notes for the driver if it helps.

Helpful: the entrance or building, suite number, who to ask for, the appointment time, and mobility needs such as a walker. Please do not include diagnoses or other medical details. The driver only needs what helps the pickup.

Rides & status lists upcoming and active rides with their status and history. Trip history lists completed and canceled rides.

Open the ride in Rides & status and cancel it. A ride can be canceled until the patient is picked up (while it is Requested, Searching for Driver, Driver Assigned or Driver En Route). For a ride handled in the Rider’s Driver App, that means until the driver starts the trip at pickup. After that it cannot be canceled in the dashboard. Your organization receives a cancellation email.

The platform does not add a cancellation or no-show charge to a ride. Any cancellation, no-show or waiting charges are those set out in your signed agreements and the rate information provided to your organization.

Not at this time. To change the time, address or vehicle, cancel the ride (while it can still be canceled) and request it again with the right details. Close to the pickup time, also contact Rider’s Healthcare Support (support@riderstransporthersllc.com) so the driver is not left waiting.

• Requested: we received the request. It is not yet a confirmed ride.
• Searching for Driver: the ride has been offered to drivers. No driver has accepted it yet.
• Driver Assigned: a driver accepted the ride. The ride is confirmed from this point.
• Driver En Route: the driver is on the way. This status appears when our team records it; it may not appear for every ride.
• Patient Picked Up: the trip has started. For rides handled in the Rider’s Driver App, the status changes to Patient Picked Up when the driver starts the trip at pickup.
• Trip Completed: the ride is finished.
• Canceled: the ride was canceled.

A ride can also go back from Driver Assigned to Searching for Driver, for example if the assigned driver gives it back. Check the status again in that case: no email is sent for it.

Open Rides & status. Each ride shows its current status and a timeline of every change. The page does not refresh by itself, so reload it or reopen the tab for the latest status.

Emails go to the person who booked the ride and your organization administrators when the request is received, when a driver is assigned (with the driver’s name), when the ride is completed and when it is canceled. Email delivery depends on the Rider’s Healthcare mailbox being set up, so always check the dashboard as well.

Not at this time. Rider’s Healthcare shows the trip status, not a live map or an estimated arrival time.

Give the exact pickup address and use the notes for the entrance, building, floor or suite, and who to ask for. Ask the patient to be ready a few minutes before the pickup time with their phone nearby.

Choose Wheelchair accessible vehicle when you request the ride, and note anything else the driver should know, such as a walker or someone traveling with the patient. Book as early as possible.

Rides are priced the same way as Rider’s Transporthers rides: a base fare, a rate per mile and per minute, a booking fee and a minimum fare, adjusted for the time of day, with RidersX and RidersXL rates and flat rates for airport trips. A round-trip is priced as two rides, each at its own time. A wheelchair accessible request is priced the same as other rides of the same service.

No. The estimated fare is shown when you request a ride. It is calculated from the expected route and is not a charge.

When the trip is completed, a trip charge is recorded and appears in Billing. It comes from the fare calculated for the trip and may be adjusted by Rider’s Healthcare, for example if the trip details changed.

Two payment arrangements are set up during onboarding:

• A saved payment card. An organization administrator saves a card through our secure card form. Rider’s keeps only the card brand, last four digits and expiry, never the full card number. Saving a card does not charge it.
• A monthly invoice arrangement, when approved by Rider’s Transporthers LLC.

At this time no payment is taken on the platform: it does not charge saved cards and does not create or send invoices. Your Billing tab shows this as Not billed (payments not connected). How and when payment is requested follows your signed Regular Trip Payment Terms & Authorization and your arrangement.

Billing has two lists:

• Monthly statements: the number of completed trips and their total for each month. A statement is a record of your trip charges. It is not an invoice, is not a request for payment and is not emailed.
• Trip charges: each completed trip and its charge.

Separate receipts for each trip are not emailed at this time. Please keep your own copy of your monthly statements for your records.

No. Rider’s Healthcare does not bill insurance, Medicaid, Medicare or health plans, and does not offer reimbursement programs. Trips are paid by the healthcare organization under its agreement.

Rides are offered to Rider’s Transporthers drivers who have been approved and are active in the Rider’s Driver App.

The driver’s name, in Rides & status and in the Driver assigned email. Vehicle details are not shown in Rider’s Healthcare at this time.

In a medical emergency or any immediate danger, call 911 first.

Contact Rider’s Healthcare Support (support@riderstransporthersllc.com) as soon as possible with the ride number, the date and time, and what happened.

Each organization sees only its own rides and patients. Trip emails do not include patient names, phone numbers or addresses. Drivers receive the patient’s name and contact number only after accepting a ride. Rider’s Healthcare does not ask for medical information.

A request is not a confirmed ride until it shows Driver Assigned. Submitting a request does not guarantee that a driver will accept it, and there is no set time within which a driver is assigned.

• Check Rides & status. Requested or Searching for Driver means no driver has accepted yet.
• Book as early as you can. If the ride is still not assigned as the pickup time gets close, contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number.
• If the appointment cannot wait, you can cancel the request (it has not started) and make other arrangements for the patient.

• Reload Rides & status. If it shows Searching for Driver again, the assigned driver gave the ride back and it is waiting for a new driver.
• If it shows Driver Assigned, a driver has accepted it. Rider’s Healthcare does not show a live location or an arrival time.
• Let the patient (or their contact) know, and contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number.
• If the patient still needs a ride and the trip has not started, you can cancel it and request a new one.

• The patient should stay at the pickup place your organization gave and keep the contact phone nearby: the driver has that number and may call it.
• Your staff can see the assigned driver’s name in Rides & status and tell the patient.
• Rider’s Healthcare does not give patients the driver’s phone number, vehicle details or a map. If the patient and driver still cannot find each other, contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number.

• The driver may call the patient contact phone you entered, so it must be a number that someone will answer at pickup time.
• Use the notes for the exact entrance, building, floor or suite, and who to ask for. Notes cannot be changed after the request, so get them right when booking.
• How long a driver waits, and what happens if the patient is not found, is not set by the platform. It follows your agreements and the instructions of Rider’s Healthcare.

• If you know before the driver starts the trip, cancel the ride in Rides & status and request a new one at a time that works. A ride’s time cannot be edited.
• Do not count on the driver waiting: no waiting time is guaranteed. Any waiting or no-show charges are those set out in your agreements.
• If the driver is already on the way, contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number.

Cancel it in Rides & status while it can still be canceled (until the patient is picked up), then request a new ride with the right date, time, addresses or vehicle. Trips cannot be edited. Canceling a round-trip cancels both parts, so request both again if needed.

Make sure the patient is safe first; in an emergency call 911. Then contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with the ride number and what happened, and request a new ride if the patient still needs one. Refunds or charge corrections are not handled automatically by the platform.

• Reload the page.
• Sign out and sign in again.
• Use a current version of Chrome, Safari, Edge or Firefox.
• If you installed it as an app, close it fully and open it again.

Look at the Get Started checklist: ride requests open only when every step is complete, your organization is approved and your email address is confirmed. The message under the request form says what is missing.

Contact Rider’s Healthcare Support (support@riderstransporthersllc.com) with your organization name, what you were doing and any message you saw.