Idaho Medical Facilities

Medical Facilities

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MTM partners with medical facilities throughout Idaho to ensure seamless, successful transportation delivery to Medicaid members. We are here to help you with your NEMT needs. We have dedicated points of contact for medical facility staff who can assist you with completing Level of Need (LON) assessments; provide training and assistance with the Service Management Portal (SMP) and other tools; and help you handle difficult or out-of-the-ordinary NEMT requests.

Forms and Other Documents:

Contact Information:

Idaho Community Outreach Team

Frequently Asked Questions (FAQs)

MTM provides transportation for Idaho Medicaid members. Members must be attending a covered medical service and have no other way to get there.

SMP allows medical facilities and health care providers to arrange transportation for the members they serve at their own convenience. Trips are scheduled online in lieu of calling MTM’s contact center.

With the exception of hospital discharges and urgent trips, NEMT requests must be received at least two business days prior to the appointment to guarantee accommodation. Requests for hospital discharges and urgent trips may be scheduled at any time.

MTM’s customer service center is open from 8 a.m. to 6 p.m., Monday through Friday for scheduling routine appointments. Additionally, urgent requests and hospital discharges are taken 24 hours a day, seven days a week. Please call 1-877-503-1261 to phone in transportation requests. You may also schedule trips through the SMP tool at any time.

An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but the member must be seen on the day of the request and treatment cannot be delayed until the next day. This may also include hospital discharges.

Yes, MTM can schedule recurring trips, eliminating the need to schedule each trip individually. Recurring trips can be scheduled up to six months at a time.

If a member says s/he is unable to utilize public transportation or mileage reimbursement, a health care provider will be required to fill out our Level of Need assessment form. This form communicates the member’s actual needs to MTM for appropriate mode assignment.

If the return time for an appointment is not known at the time of the reservation, MTM will assign the return trip as a will-call trip. In this case, you will call MTM when the member is ready for their ride home. We will dispatch the trip and the transportation provider will arrive within one hour. Call MTM at 1-877-503-1261 to find out the status of a transportation provider’s estimated arrival time.

If you or a member experiences an issue with NEMT, call MTM’s We Care Line at 1-866-436-0457 or fill out our convenient online form. We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue.

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