access transit Services FAQs

What exactly is Access Transit Services, Inc.?

ACCESS Transit Services, Inc. (ACCESS) is a subsidiary and service of the Capital District Transportation Authority (CDTA) formed in the fall of 1998 to broker transportation for Medicaid clients in the Capital District. Access arranges Medicaid transportation for residents of the Counties of Rensselaer and Schenectady to their non-emergency medical appointments, as well as for Senior Whole Health and JARC clients. ACCESS also arranges taxi rides to work and work-related services so that TANF-eligible citizens of Albany, Schenectady and Rensselaer Counties may attain employment, get a better job or retain the job they have. Contact the County Department of Social Services about the Job Program or call Amy Neumann at ACCESS at (518) 437-6856 for more information.

What is ACCESS’ mission?

Our mission is to maximize personal mobility by coordinating transportation in the Capital District for all qualified recipients. We are committed to arranging the most appropriate, cost effective mode of transport to meet the needs of each client. ACCESS is dedicated to maximizing independence and mobility options for each individual.

How do I know if I am eligible to have ACCESS arrange transportation for me?
Medicaid provides transportation as the transporter of last resort. If you are a Medicaid recipient approved by either the Rensselaer or Schenectady County Department of Social Services, you are eligible for transportation if you have no other means to get to your appointment. Non-emergent or urgent care medical appointments. Typically transportation is provided for medical care and services that are provided in a doctor’s office, mental health facility, clinic, HMO, hospital or rehabilitation facility.

What are ACCESS’ hours of operation? What is the phone number?
For customer convenience, ACCESS’ call center operates from 8:00 AM to 5:00 PM. Monday through Friday, closed major holidays. The phone number for the call center is (518) 459-8747. Our fax number is (518) 453-8833.

How do I schedule transportation to an appointment?
Call (518) 459-8747 at least 3 business days in advance to arrange transportation. First time callers must provide their Medicaid client identification number, county they are receiving Medicaid from, name, social security number, address, phone number, an emergency contact name and phone number, and their primary doctor’s name and phone number. It is also important that callers also be prepared to provide the name, address, and phone number of the doctor they are seeing and the scheduled time of each appointment. Please be prepared to answer questions regarding your mobility so that ACCESS can arrange appropriate transportation for you.

Should I call to confirm my transportation?
It is always a good idea to call a day or two in advance to confirm. ACCESS will be able to provide you with the name of the transporter. Often, the transporter will contact the client the day before to confirm arrangements and to verify that the appointment has not been rescheduled or cancelled.

What if my ride doesn't show?
Call the ACCESS Call Center at (518) 459-8747.

What is considered as an urgent care appointment?
Urgent care is considered to be any medical appointment that is scheduled within 24 hours. Urgent care is not an emergency, for this call emergency response immediately (911 if available). Urgent care is typically an ailment such as a toothache, swelling from an injury, infection or a follow up test that needs to be performed quickly due to a diagnosis of a serious condition.

How is an After Hours Hospital Discharge arranged?
If you need to arrange an After Hours Discharge from a hospital after Access Transit's business hours, which are 8 am to 5 pm, you need to call one of the following. Please have your Medicaid number or Senior Whole Health number when calling.

Capital Region:

Ambulette: A+ MediTrans (A Rejha Group); 518-433-7433

Ambulette: Capital District Medical Transportation; 518-433-1600

Taxi: A+ MediTrans (A Rejha Group); 518-433-7433

Taxi: Steve’s Classic Taxi; 518-677-5435

Stretchers: A+ MediTrans (A Rejha Group) 518-433-7433
Stretchers: Capital District Medical Transportation; 518-433-1600

Ulster/Dutchess:

Taxi: Kingston Kab (845) 331-8294 (taxi) Ask to speak to Ingerid if you have problem securing.

Ambulette: Northern Dutchess Paramedics (Ambulette) Wendy Emmitt (845) 876-0338

How many days in advance can a request for transportation be made?

You can make a request as far in advance as you are aware of a scheduled appointment.

Can I request a specific transporter?
We will attempt to honor requests for a specific transporter. Unfortunately, we are unable to make guarantees as to the outcome of these requests.

When will I be picked up for my appointment?
ACCESS requests that all clients be ready at least one hour before their appointment so transporters have adequate notice and time to schedule and coordinate transportation appropriately. During times of inclement weather, clients should be ready more than one hour in advance due to increased travel times.

What if I don’t know when I will need to be picked up for the return trip?
If you do not know when your appointment will conclude, it may be necessary for you to call ACCESS to arrange your return trip. This is known as a “will-call” trip. Other times the transporter may give you a time when the vehicle will come back to get you.

How do you determine which mode of transport is the most effective to meet the needs of each client?
ACCESS uses a form called a “Certificate of Medical Necessity” (CMN), which must be completed by a certified medical professional. A CMN is required only for clients requiring a professional determination of their mobility so that the proper method of safe transport can be arranged. For clients using CDTA buses a CMN is very rarely required.

What is the policy for issuing CDTA Fare Products: Trip Tickets, Day Passes, STAR coupons, 3 Day Pass, 10 Ride Tickets, 31 Day Rolling Swiper, and Swiper bus passes?
For Trip Tickets, Day Passes, 3 Day Pass, 10 Ride Tickets, 31 Day Rolling Swiper: Medicaid clients who live within three quarter miles of a bus route and are capable of taking a CDTA bus to their doctor's appointments or, who attend a Medicaid eligible program or facility may receive a CDTA Fare Product. The CDTA Fare Product Coordinator will determine the best Fare Product for the Medicaid or Senior Whole Health client’s need.

STAR coupons: All persons must be approved to ride STAR service according to the regulations under the Americans with Disabilities Act (ADA). Application forms can be obtained by calling 482-2022. STAR operates curb-to-curb service that is complementary to the CDTA bus network. Also, STAR does not prioritize based upon the purpose of the trip. ACCESS will provide STAR coupons good for one ride each to Medicaid clients for transportation to medical care and services approved by Medicaid.

What else should I know?

ACCESS will reimburse clients who ride private bus services to medical appointments (Yankee Trails, Adirondack Trailways, etc.) for the cost of their ticket.

Also, the use of a private automobile to transport a Medicaid client to a appointment covered by Medicaid is eligible for reimbursement at a set rate per mile. Contact the County Dept. of Social Services for mileage reimbursements.

Safety is always the highest priority with ACCESS. The Medicaid program is obligated to provide transportation for access to medical care and services, but this does not give clients the right to abuse the system. If circumstances arise where the health and safety of the client, driver or the general public is at risk, then ACCESS may implement protocols to protect individuals. Similarly, if a client is a “No Show” for transportation, or refuses transportation as it has been arranged, ACCESS may implement procedures to ensure the integrity of the program.