Non-Emergency Medical Transportation Manager

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Recent emails:
February 28, 2020: DHS Announces Intent to Award Non-Emergency Medical Transportation Management Contract
July 24, 2019: Non-Emergency Medical Transportation Procurement Issued

The Wisconsin Department of Health Services (DHS) has issued its intent to award Veyo, LLC a contract to manage non-emergency medical transportation (NEMT) services for eligible Medicaid and BadgerCare Plus members. The NEMT manager arranges transportation for members to and from eligible Medicaid-covered services. View the news release.

The contract with the current NEMT manager, MTM, Inc., will continue throughout the transition period. The services that members are eligible for under the NEMT benefit will not change.

DHS is committed to maintaining and improving on current services. DHS will continue to keep members, providers, and all other stakeholders informed throughout this process.

What are NEMT services?

Medicaid programs must ensure members receive transportation to and from Medicaid-covered services when they have no other means to get to appointments and services. Federal Medicaid rules allow states to count transportation costs as a medical expense if the state uses a management model under a competitive procurement process. The NEMT manager acts as a liaison between members and subcontracted transportation providers, such as public transportation services and specialized medical vehicle companies.

Why does DHS issue new procurement for NEMT services?

Wisconsin State law obligates DHS to procure vendors on a regularly scheduled basis. The procurement process is an opportunity for DHS to continue to improve the program and provide quality controls. For example, the recent request for proposal (RFP) included the following additional improvements: electronic tracking of rides to better track unsuccessful trips and improve timeliness of services, new call center standards to help address call volume during peak hours, a transportation provider ombudsman staff to assist transportation providers with contracting questions and claim processing, new network requirement for specialized medical vehicles to ensure access, and additional language on penalties and liquidated damages to improve contract compliance.

What does DHS have in place to ensure quality services?

  • Driver requirements related to background checks, drug testing, and training
  • Member resources, such as online scheduling, online complaint submission, and a dedicated member ombudsman
  • A call center requirement of a 99.7 complaint-free percentage
  • Electronic tracking of rides to better track unsuccessful trips and the timeliness of services
  • Call center standards to help address call volume during peak hours
  • A transportation provider ombudsman to assist transportation providers with contracting questions and claims processing
  • Network requirements for specialized medical vehicles to ensure access
  • Strong language on penalties and liquidated damages for compliance
  • A full-time NEMT contract monitor to provide onsite review of the NEMT manager’s day-to-day operations and to monitor trends and complaints
  • Transparency and accountability by posting monthly NEMT performance reports
  • A third-party NEMT member advocate to help members navigate the NEMT process and help resolve any issues or complaints
  • A standard that requires no more than one unsuccessful trip per 2,250 scheduled rides and no more than one provider late occurrence per 2,250 scheduled rides

Will anything changed for members?

There are no changes for members or the benefits they receive. The contract with the current NEMT manager, MTM, Inc., will continue throughout the transition process.

Members in need of NEMT services should continue to call MTM, Inc. at 866-907-1493. Members should continue to contact the MTM, “WeCare” line at 866-436-0457 if they have a complaint about the service they received. For TTY services, members should call 711.

Additional Resources

Last Revised: February 28, 2020