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Medicaid: Non-Emergency Medical Transportation

Upcoming changes to the NEMT manager

In August of 2022, Veyo, the current manager for non-emergency medical transportation (NEMT) in Wisconsin, was purchased by Medical Transportation Management (MTM), Inc.

Veyo has started their transition to MTM in Wisconsin. The Wisconsin NEMT program has begun using MTM Link, the MTM ride scheduling and mileage reimbursement system. There are no changes to NEMT covered services.

For information about the transition, visit the Medicaid NEMT Manager webpage or the Veyo Wisconsin website.

If you need help with your trip during the transition, call 866-907-1493 and select the Where's My Ride option.

Please note: If you have a medical emergency, call 911 right away.

Person in a wheelchair entering a vehicle using a lift

You may be able to get a ride to your medical appointment if you have no other way to get there. Depending on your situation, you can get:

  • A ride.
  • Bus tickets.
  • Gas money.

Wisconsin’s non-emergency medical transportation (NEMT) manager is required by federal law to use the least expensive type of ride to get you to your appointment based on your needs.

If you can’t ride a bus and aren’t able to use your own car, the NEMT manager will schedule a ride for you based on your medical and transportation needs. That may mean a specialized medical vehicle. You may have to share a ride with another rider.

How do I know if I can get a free ride?

You can get a free ride to medical appointments if you have no other way to get there and you’re enrolled in one of the following programs:

Read Who Can Get Free Rides to Appointments? fact sheet, P-00533

How do I contact the NEMT manager?

  • To book, manage, and cancel trips, as well as submit complaints, call 866-907-1493 or 711 (TTY). When you call, an automated menu will give you these choices:
    • Schedule a new trip.
    • Request pickup for your return trip after an appointment.
    • Find out where your scheduled ride is if it hasn’t shown up.
    • Change a trip.
    • Cancel a trip.
    • File a complaint.
    • Facilities (e.g., Medicaid provider).
  • To book, manage, and cancel trips online, visit the MTM Link Portal.
  • To view FAQs (frequently asked questions), get forms and trip logs, or to file a complaint, visit the MTM Wisconsin website.

How does NEMT work?

Option 1: Get a free ride.

You can travel with additional riders as long as you notify the NEMT manager when you schedule your ride. Additional riders can include:

  • Medically necessary attendants or escorts.
  • Children.
  • Legal dependents or other people in your care.
  • Riders requested by your healthcare provider.

You can schedule your ride on the phone or online, depending on the following:

  • If you haven't used NEMT services before, you must schedule over the phone.
  • If you are going to a new appointment location, you must schedule over the phone.
  • You can schedule online if you've already gone to the appointment location.

To schedule on the phone: Call 866-907-1493 or 711 (TTY). Make sure you have your:

  • Name.
  • Date of birth.
  • Home address.
  • Phone number.
  • Your ForwardHealth member ID (the 10 numbers listed on your ID card).
  • Your phone number and the street address where you want to be picked up.
  • The name, phone number, address, and ZIP code of the provider you’re seeing.
  • The time and date of your appointment.
  • The end time of your appointment if you know it.
  • Any special needs for the ride, including whether you’re bringing your child or a medically necessary escort or attendant.
  • The general reason for the appointment (checkup, eye appointment, etc.).

To schedule online: Go to the MTM Link Portal. You’ll need to schedule rides at least two full business days before your appointment. You’ll also need to create an account, which means you’ll need your:

  • Name.
  • Date of birth.
  • ForwardHealth ID.
  • Email address.

Managing your trip: To make changes to your trip or cancel your trip, as well as submit complaints, call 866-907-1493 or 711 (TTY).

To book, make changes, or cancel trips online, visit the MTM Link Portal.

Get reminder text messages: You can sign up to get optional text messages from the NEMT manager. These texts allow you to cancel a ride or ask for a return ride via text. You can also get:

  • Arrival alerts.
  • Details about your trip.
  • Information about your driver.
  • Upcoming trip reminders.
  • An option to rate your trip afterward.

Filing a complaint: Anyone, including health care providers, can file a complaint with the NEMT manager about ride services. Complaints may be about things like:

  • Drivers who are late.
  • Having a hard time getting a ride.
  • Long wait times.

You can file a complaint by:

  • Calling 866-907-1493 or 711 (TTY).
  • Writing to:
    • Quality Assurance
      8383 Greenway Blvd.
      Suite 400
      Middleton, WI 53562
  • Logging it online.

When filing a complaint, you’ll need your:

  • Name.
  • ForwardHealth ID.
  • Date of service or trip number.

Denied services: Sometimes, your request for a transportation service may be denied. If you’re on the phone scheduling a ride and your request is denied, you can ask to be transferred to an independent reviewer to reconsider your case on the same phone call.

If you’re online scheduling a ride and your request is denied, you can:

  • Appeal with the member ombuds: Call 866-907-1493 or 711 (TTY) and ask to speak to the member ombuds. The NEMT manager will send you a letter when a final decision has been made. This may be the fastest way to resolve your denial.
  • Request a fair hearing: Complete the Request a Fair Hearing form and send it to:
    • Department of Administration
      Division of Hearings and Appeals
      PO Box 7875
      Madison, WI 53707-7875

You must submit your request within 45 days of the date on your denial letter.

Read How Do I File a Complaint or Ask for a Fair Hearing? fact sheet, P-00533D

Option 2: Get money for gas.

If you have a car and can drive yourself to your appointment but can't afford gas, you can fill out a trip log and receive gas money from the NEMT manager. You may get 24 cents a mile for every mile you drive to get to and from your appointment.

Before your appointment, call the NEMT manager at 866-907-1493 or 711 (TTY). Ask for trip logs to be mailed to you or download them online.

Fill out your trip log with the following information:

  • Appointment date.
  • Appointment time.
  • Type of trip (round trip or one way).
  • Starting address.
  • Health care provider’s name.
  • Health care provider’s phone number.
  • Health care provider’s address.

At your appointment, ask your doctor, a nurse, or front desk staff member to sign your trip log.

Within 12 months of the trip, submit the completed log online or send to:

8383 Greenway Blvd.
Suite 400
Middleton, WI 53562
Fax: 888-512-2082

There are three different options to receive your gas money from the NEMT manager: 

  • Paper check mailed to you. 
  • Direct deposit. 
  • NEW reloadable Visa debit card.

You can choose or update your preferred payment method with the NEMT manager.

NEMT fact sheets

If you want to know more about:

Last revised February 9, 2024