Aetna Better Health of Virginia × MediDrive
About Our Program
About MediDrive Virginia
Connecting Aetna Better Health of Virginia members to the healthcare they need through safe, reliable, and accessible non-emergency medical transportation.
Our Partnership with Aetna Better Health of Virginia
MediDrive is the contracted non-emergency medical transportation (NEMT) broker for Aetna Better Health of Virginia, a managed care organization serving Virginia Medicaid members under the Department of Medical Assistance Services (DMAS). We coordinate transportation services to ensure members can access medically necessary appointments without transportation barriers.
As part of Virginia's Medicaid managed care program, Aetna Better Health provides comprehensive coverage including NEMT benefits. MediDrive works with a network of qualified transportation providers to deliver safe, reliable rides to medical appointments across the Commonwealth.
What We Provide
- Rides to and from medical appointments
- Wheelchair-accessible vehicles
- Stretcher transportation when medically necessary
- Mileage reimbursement for eligible members
- Multi-passenger and group rides for recurring care
- Coordination with healthcare providers
- Nonmedical rides (15 round trips/year for grocery, library, etc.)
- Bus tokens/tickets/passes for public transit
Accessibility & Translation Services
We are committed to serving all Aetna Better Health of Virginia members, regardless of language or ability.
Language Line
Free interpreter services are available in over 200 languages when you call our scheduling line. Simply tell our representative which language you need, and we will connect an interpreter at no cost to you.
Written materials can also be provided in alternative languages or formats upon request. Virginia law requires that all managed care members have access to language services.
ADA Accommodations
All transportation services comply with the Americans with Disabilities Act. Wheelchair-accessible vehicles, stretcher vans, and attendant seating are available at no additional cost.
If you require special accommodations, please let us know when scheduling your ride so we can assign the appropriate vehicle.
Emergency Weather Protocols
Virginia weather can include hurricanes, ice storms, and severe thunderstorms. During extreme weather events, MediDrive follows established safety protocols to protect our members and drivers.
- Service may be delayed or suspended during severe weather warnings
- Members will be notified of cancellations as early as possible
- Life-sustaining trips (dialysis, chemotherapy) are prioritized
- Weather updates posted on our website and phone system
During Severe Weather
If a severe weather event impacts service, check our website or call our main line at 1-800-734-0430 (Medicaid) or 1-844-452-9375 (FIDE) for real-time updates. Our IVR system is updated with weather-related service changes.
If your trip is canceled due to weather, our team will work with you to reschedule at the earliest safe opportunity. No penalties are applied for weather-related cancellations.
For emergencies, always call 911.
MediDrive is a non-emergency transportation provider and does not handle medical emergencies.
Complaint Procedures
We take all feedback seriously and are committed to resolving concerns promptly.
File a Complaint
Contact Aetna Better Health Member Services at 1-800-734-0430 or file directly with DMAS. All complaints are documented and assigned a tracking number.
Acknowledgment
You will receive written acknowledgment of your complaint within 2 business days. This includes your tracking number and the name of the representative handling your case.
Resolution
We aim to resolve all complaints within 10 business days. You will receive a written resolution letter detailing the outcome and any corrective actions taken.
ADA Compliance Statement
MediDrive is committed to ensuring that all transportation services are accessible to individuals with disabilities in compliance with the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act. We do not discriminate on the basis of disability in the provision of transportation services.
If you believe you have been discriminated against or denied services based on a disability, you may file a complaint with MediDrive or directly with the Virginia Department of Medical Assistance Services (DMAS).
The Drive to Better Health