Need a Ride? Non-Emergency Medical Transportation

Rides to medical appointments will continue

We will continue to provide rides to medical appointments (called non-emergency medical transportation) during the COVID-19 pandemic.

Please schedule rides with MTM as usual. If you think you have been exposed to COVID-19 and you have a fever or other symptoms, please call your doctor to make sure you can be seen before you call MTM to schedule a ride. When you call MTM to schedule a ride, be sure to tell them if you have been exposed to COVID-19 or are feeling ill.

In most cases, rides are being limited to one member and one driver at this time.

 Same-day rides to COVID-19 vaccine appointments

Do you need a ride to a confirmed appointment to get the COVID-19 vaccine? You can schedule a ride with MTM as soon as you confirm you have an appointment, even if it is the same day. Call MTM at 866-907-1493 (TTY 711). Please have the following information ready:

  • Your ForwardHealth ID (found on your ForwardHealth card)
  • The address of where you will get your vaccine

 

 

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 Medicaid
  • 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 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 ID (found on your ForwardHealth 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 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 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 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 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: 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 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 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 866-907-1493, 711 (TTY), Monday-Friday, 7:00 a.m. to 6:00 p.m.
Schedule an urgent ride 866-907-1493, 711 (TTY), 24 hours a day, 7 days a week
Problems or complaints 866-436-0457
Cancel your ride 866-907-1493
Your ride is more than 15 minutes late 866-907-1494
Note: If you are a health care provider calling to schedule a routine, standing order, or urgent ride for a member, call 866-907-1497.

Resources

Upcoming Changes to NEMT

Beginning November 1, 2021, a new company called Veyo will arrange rides for Wisconsin medicaid members to get to their covered health care appointments. Members who are eligible for NEMT will continue to call the same number (866-907-1493) to schedule rides.

The outgoing vendor, MTM, will continue to provide services through October 31, 2021. There will be no changes to the types of appointments that are covered or types of transportation provided with the transition to Veyo.

In late September, DHS mailed members a ForwardHealth Update that explains this transition.

Smiling man uses a tablet with a coffee cupService Enhancements

Veyo will provide a number of service enhancements beginning in November:

  • One phone number for members—Just call 866-907-1493.
  • Call center improvements—Faster call-answering times, shorter hold times, better handling of requests for rides to high-priority appointments, and immediate outside review for denied services.
  • New mobile-friendly portal—Use Veyo’s portal on a computer, smart phone, or other mobile device. You can book a routine ride from a list of your last five appointments, see where your ride is, get information about your driver, and request pickups.
  • Optional text alerts—Sign up to get text messages from Veyo about your trips. You can get details about your trip, trip reminders, driver information, arrival alerts, and an option to rate your trip afterward. You can also cancel a ride or request a return ride by text.
  • Additional riders—You can now travel with additional riders when medically necessary, as well as others who are not, including riders requested by a health care facility, children, people under your care, legal dependents, and support persons.
  • Parental consent forms—Already-approved Parental Consent Forms are good until January 31, 2022. You will need to complete a new Veyo Parental Consent Form and send it to Veyo by that date for rides on and after February 1, 2022.

Member Webinars

DHS will host two webinars for members to provide an overview of the NEMT benefit and the upcoming transition. Topics include:

  • Introduction to the new company
  • Overview of the NEMT benefit
  • Improvements and changes
  • A chance to provide feedback
Language Assistance

This meeting will be in English with interpretation services available for other languages. The meeting will have an American Sign Language interpreter. To request other language assistance, please email your request.

Thursday, October 28, 2021
5:30 - 7 p.m.
  • Join online (passcode is 684852)
  • Join by phone (dial 646-558-8656 and enter webinar ID 821 8618 9378)

 

Friday, October 29, 2021
11 a.m. - 12:30 p.m.
  • Join online (passcode is 989900)
  • Join by phone (dial 646-558-8656 and enter webinar ID 826 4614 7701)

 


 

Last Revised: October 20, 2021