One Call Partners with Lyft to Enhance Customer Experience in Non-Emergency Transportation

Insurers will benefit from fewer delays in care, efficient claims closure rates, improved medical outcomes, and increased savings.

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One Call Care Management (Jacksonville, Fla.), a provider of cost containment services for the workers’ compensation industry, is partnering with ridesharing service, Lyft (San Francisco), to provide non-emergency patients with transportation. One Call and Lyft have integrated their transportation platforms, creating an active ride management tool that allows users to monitor and confirm transportation in real-time.

Insurance carriers have always faced challenges in ensuring injured workers make scheduled medical appointments to progress care in their outlined treatment plans, according to Joseph McCullough, senior VP, One Call Transportation and Translation. When injured worker miss critical appointments, it can result in a domino effect of delays for rescheduling, which could extend the duration of a claim and drive up costs.

Fewer Delays in Care

“Now, with a first-of-its-kind agreement and integrated platform between One Call and Lyft, insurers will be able to leverage the ridesharing mega trend and experience greater peace of mind in knowing injured workers are getting to their appointments on time,” McCullough says. “In our initial pilot, we increased the fulfillment of rush requests by 64 percent when utilizing Lyft’s extensive driver community. Ultimately, for insurers, this translates into fewer delays in care, efficient claims closure rates, improved medical outcomes, and increased savings.”

Gyre Renwick, Head of Healthcare Enterprise Partnerships, Lyft.

Gyre Renwick, Head of Healthcare Enterprise Partnerships, Lyft.

“Lyft’s mission has always been to reconnect people and communities through effective transportation—this is no different in healthcare and partnering with One Call furthers our mission,” comments Gyre Renwick, Head of Healthcare Enterprise Partnerships, Lyft. “Our system offers One Call’s customers instantaneous metrics and services that are not available when they use other types of transportation or services.”

Additional benefits of the integrated One Call and Lyft platform include delivery of real-time data, immediate patient feedback, notice of driver delays, elimination of drivers’ wait time during appointments, and a smartphone app, according to a One Call statement. Lyft currently operates in more than 200 cities nationwide, further expanding One Call’s market-leading transportation network.

“Our top priority is innovating and delivering new and exciting products, that significantly enhance the experience for our customers and patients,” McCullough adds. “In addition to unprecedented transparency via real-time visibility into trip status and improved estimated pick-up times, our partnership with Lyft enables us to proactively resolve service interruptions that have historically plagued the healthcare transportation industry. This is a key step toward ensuring that patients no longer have to worry about missing scheduled medical appointments.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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