Need a Ride? Non-Emergency Medical Transportation

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

If you do not have a way to get to your medical appointment or you have a car and are able to drive yourself but cannot afford to pay for gas, you can get:

  • A ride.
  • Bus tickets.
  • Money for gas.

Wisconsin's non-emergency medical transportation manager, Medical Transportation Management (MTM), Inc., is required by federal law to provide the least costly type of ride based on your medical transportation needs. This could include bus tickets or gas for your car.

If you cannot ride a bus and you are not able to use your own car, a ride with the best type of vehicle based on your medical and transportation needs will be scheduled. Rides may include a specialized medical vehicle or another type of vehicle. You may be required to share a ride with another rider during the trip to your appointment.

This applies if you are enrolled in one of the following programs:

BadgerCare Plus
Wisconsin Medicaid
Family Planning Only Services
Medicaid Purchase Plan
SSI Medicaid
IRIS (Include, Respect, I Self-Direct)
BadgerCare Plus Express Enrollment for Pregnant Women
Tuberculosis-Related Services-Only Benefit
Katie Beckett
Care4Kids
Children Come First
Wraparound Milwaukee

 

If you need a ride or bus tickets to get to your appointment

  1. Call MTM, Inc. at 1-866-907-1493, TTY 711, at least two business days before your appointment. For example: If your appointment is on Monday, August 12, you must schedule a ride by 6 p.m. on Thursday, August 8, to allow for the weekend days.
  2. Have this information ready when you call MTM, Inc.:
  • ForwardHealth number (found on your ForwardHealth ID card) Forward Health Card
  • Your name
  • Your phone number
  • Your address
  • Appointment date
  • Appointment time
  • Clinic’s name
  • Clinic’s phone number
  • Clinic’s address
  1. Listen to the message and press the number for your language. Tell MTM, Inc. you need a way to get to an appointment.
  2. In special cases, you can get a ride on the same day you call. This includes getting a ride to urgent care, to a follow-up appointment one or two days after seeing your health care provider, or home after release from the hospital. In these cases, call MTM, Inc. at least three hours before your ride. MTM, Inc. may require proof that you qualify for one of these special cases.

More information about rides:

  • If neighbors, friends, relatives, or voluntary organizations can give you a ride to your appointment, you will not be able to get a ride from us.
  • You must have a medical reason in order to have someone ride with you. To provide proof, call MTM, Inc. at 1-866-907-1493 and provide your health care provider’s name, fax number, and phone number.
  • Children can get a ride to their appointment. Only one adult can ride with a child. You must bring your own car seat. Other children who do not have an appointment cannot come on the ride.  Children cannot ride with their parent or caretaker to their parent or caretaker’s appointment. However, newborns under two months old can ride to their mother’s postpartum appointments.
  • If you need to stop at the pharmacy after your appointment, call MTM, Inc. at 1-866-907-1493 before you leave the clinic and ask if you can go to the pharmacy. If you are getting a ride in a vehicle, all extra stops must be approved ahead of time.
  • If you are not able to go to your appointment, you must cancel your ride as soon as possible. This includes bus trips. You may cancel a ride by calling the reservation line at 1-866-907-1493 or by going online.

If you need money for gas

If you have a car and are able to drive yourself to your appointment but cannot afford to pay for gas, you could get money for gas. The amount of money you get depends on how many miles you drive to get to your appointment. The reimbursement rate is 24 cents a mile.

  1. Before your appointment, call MTM, Inc. at 1-866-907-1493. Ask for trip logs to be mailed to you.
  2. Fill out the trip log with the following information:
  • Your trip number (get this from MTM, Inc.) Medicaid & BadgerCare Plus Mileage Reimbursement Trip Log Image
  • Appointment date
  • Appointment time
  • Type of trip (round trip or one-way)
  • Starting address
  • Health care provider’s phone number
  • Health care provider’s name
  • Health care provider’s address
  1. At your appointment, ask a doctor, nurse, or front desk staff to sign the trip log.
  2. Within 60 days, send the completed log to:
  • MTM, Inc., Attention: Trip Logs
    16 Hawk Ridge Drive
    Lake St. Louis, MO 63367
  • Fax: 1-888-513-1610
  1. MTM, Inc. will mail you a debit card with money on it and a letter that will tell you how to activate your card. Keep this card as it will be reloaded with money from future trips.

More information about gas money:

  • Gas money can be paid to you or another driver.
  • You can get gas money for trips to your children’s appointments.
  • You can include a trip to the pharmacy on your trip log.
  • All trips must be verified to get money for gas.
  • Any money you get for gas is put onto your debit card every Wednesday.

If you don’t get the trip log in time for your appointment:

  • Print the trip log from the MTM, Inc. website.
  • Get a note from your provider that has a signature, and send that note with the trip log when you send it to MTM, Inc..

Complaints, appeals, and fair hearings

How do I file a complaint?

Anyone, including health care providers, can file a complaint with MTM, Inc. about ride services. Complaints may be about issues such as having a hard time getting a ride, long wait times, or drivers who are late. You can file a complaint by:

  • Calling 1-866-436-0457
  • Writing to:
    MTM, Inc. Quality Management
    5117 W. Terrace Dr., Ste 400
    Madison, WI 53708
  • Going online

When filing a complaint, you must have your ForwardHealth ID number, name, and date of service or trip number.

After receiving your complaint, MTM, Inc. will mail you a response within 10 business days. If your complaint is not resolved within 10 business days, MTM, Inc. will mail you a final response within 30 business days of receiving your complaint. You can request an appeal of a MTM, Inc. decision.

If you are unhappy with how your complaint was resolved, there is further complaint information in the letter MTM, Inc. sends you.

What if I was denied transportation?

If you were denied a transportation service by MTM, Inc. and you do not think it should have been denied, you have the right to appeal. Denials may include a denied ride or denied payment for mileage.

To appeal a denied transportation service, you can either appeal to the MTM, Inc. ombudsman or request a fair hearing directly from the Division of Hearings and Appeals.

Appealing to the MTM, Inc. ombudsman is optional but may be the fastest way to resolve your denial because you may be able to come to an agreement without having to wait for a fair hearing with the Division of Hearing and Appeals.

Appeals with the MTM, Inc. Ombudsman

You can appeal to the ombudsman by:

  • Calling 1-866-436-0457
  • Writing to:
    MTM, Inc. Quality Management
    5117 W. Terrace Dr., Ste 400
    Madison, WI 53708

If you request an appeal, MTM, Inc. will send you a letter within 10 business days, even if the appeal is not resolved. If the appeal was not resolved within 10 business days, MTM, Inc. will send you a final letter after a decision has been made. The appeal process will not take more than 45 days.

If you are unhappy with how your appeal was resolved, there is further appeal information in the letter MTM, Inc. sends you.

Fair Hearings

To request a fair hearing with the Division of Hearing and Appeals, complete the Request for Fair Hearing form and send it to:

Department of Administration
Division of Hearings and Appeals
PO Box 7875
Madison WI 53707-7875

If you choose to write a letter instead of using the form, you must include the following:

  • Your name
  • Your mailing address
  • A brief description of the problem
  • The name of the agency that took the action or denied the service
  • Your Social Security number
  • Your signature

Contacts

Schedule a ride or get a trip log 1-866-907-1493, 711 (TTY), Monday-Friday, 7:00 a.m. to 6:00 p.m.
Schedule an urgent ride 1-866-907-1493, 711 (TTY), 24 hours a day, 7 days a week
Problems or complaints 1-866-436-0457
Cancel your ride 1-866-907-1493
Your ride is more than 15 minutes late 1-866-907-1494

Resources

Last Revised: October 4, 2018