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About
IntelliRide manages non-emergency medical transportation for Medicaid members in the State of Hawaii for Ohana Health Plan. We accept trip reservations and arrange member rides to covered Medicaid services with qualified transportation providers. Members without access to transportation may be eligible to receive free rides to covered healthcare appointments and quality-of-life services.

IntelliRide’s management of Medicaid transportation focuses on great customer service, adherence to compliance requirements and a commitment to providing safe and reliable transportation for eligible members.

Through our brokerage, IntelliRide will be the contract agent for Medicaid providers and clients, setting standards, and overseeing and verifying program compliance. In addition, IntelliRide will oversee customer service, call center, and dispatch services.

IntelliRide has been serving the State of Hawaii since April 1, 2016, and proudly conducts business throughout the Hawaiian Islands of Kauai, Oahu, Molokai, Lanai, Maui, and Hawai’i.

Translation Assistance

If you need assistance in a language other than English, please inform our Customer Service Representatives which language you speak, and we will be happy to help. Translation services are offered free of charge.

Weather Emergency Situations

During emergency weather, we strive to protect the safety of members, transportation providers, staff and medical providers. You may experience longer than usual hold times when calling our phone lines. If you have a trip scheduled, be prepared for service delays or appointment rescheduling if conditions are not safe for driving.

Complaint Procedures and Contact Information

IntelliRide needs your feedback to provide excellent service. If you have a complaint regarding a call or recent trip, call our Ride Assist Line at (866) 481-9699 to speak with a representative. We will note your complaint and, if needed, investigate any concerns. Within 7 business days, we will provide a resolution and the steps you should follow if you are not satisfied with the outcome.

Contact us 24 hours a day, seven days a week to request an urgent trip, cancel your appointment or to check the status of your ride.
Normal business hours will not apply on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. For appointments scheduled on a holiday, trips will still be performed. The holiday schedule may be subject to change.
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