Wisconsin Medical Facilities

Member Chat Available Now!

MTM, Inc. is dedicated to partnering with local medical facilities to ensure seamless, successful transportation delivery to Medicaid and BadgerCare Plus members. Our Care Management department was developed for the sole purpose of working with medical facilities that serve members. For example, our Care Management team helps facilities by:

  • Assisting with Level of Need (LON) Assessments
  • Handling difficult or out-of-the-ordinary NEMT requests
  • Managing meals and lodging services, as needed

Chat is available Monday – Friday from 7AM to 5PM Central.

Contact Information

Jess Krueger, Senior Manager Education, Training and Outreach
#ETO-WI@mtm-inc.net.

Resources for Facilities

Frequently Asked Questions (FAQs)


MTM, Inc. provides NEMT for most members enrolled in the following programs who do not have other ways of getting to their covered appointments:

  • Wisconsin Medicaid
  • BadgerCare Plus
  • Family Planning Only Services
  • Tuberculosis-Related Services-Only Benefit
  • BadgerCare Plus Express Enrollment for Pregnant Women
If a member can drive himself/herself to their covered appointment of if a neighbor, friend, relative, or voluntary organization is able to give the member a ride for free, the member cannot get a ride through MTM, Inc.

Note: If a member lives in a nursing home and has not elected Hospice or is enrolled in Family Care, Family Care Partnership, or the Program of All-Inclusive Care for the Elderly (PACE), s/he cannot get rides through MTM, Inc. The member needs to continue to get rides they way they do now.

Non-emergency rides are not covered if you are enrolled in one of the following programs:

  • The BadgerCare Plus Core Plan
  • The BadgerCare Plus Basic Plan
  • SeniorCare

If a member is enrolled in the Core Plan or the Basic Plan and Family Planning Only Services, s/he can only get a ride to services covered under the Family Planning Only Services program.

OTM 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 customer service center.
With the exception of hospital discharges and urgent trips, all NEMT requests must be received at least two business days’ prior to the appointment. The two business days timeframe includes the day of the call but not the day of the appointment. For example, you should call on Monday or before to arrange a trip for Wednesday. Requests for transport for hospital discharges and urgent trips can be made outside of this timeframe.
MTM’s customer service center is open from 7 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 866-907-1497 to phone in all transportation requests. You may also schedule trips through the OTM tool and send faxed requests to 866-686-7618 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 include hospital discharges as well.
No. MTM, Inc. is only contracted to provide non-emergent transportation services. All requests for emergency transportation should be directed to 911.
Emergency trips pertain to life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any other situation where immediate medical relief or treatment is necessary.
Yes. MTM, Inc. can schedule recurring trips. This eliminates the need to schedule each trip individually. MTM, Inc. schedules recurring trips for dialysis for up to six months at a time. Trips for all other standing order appointments can be scheduled for up to three months at a time. Recurring trips may be scheduled through the OTM tool, or by calling 866-907-1497.
If a member says s/he is unable to utilize public transportation or mileage reimbursement, a healthcare 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.
Please use the actual time the member needs to arrive at the facility. For the return ride, please use the actual time the member will be ready to leave the facility.
If the return time for an appointment is not known at the time of the reservation, MTM, Inc. will assign the return trip as a will-call trip. In this case, you will call MTM, Inc. when the member is ready for their ride home. MTM, Inc. will dispatch the trip and the transportation provider will arrive within one hour following a will-call request. Please note that for scheduled return rides, transportation providers only have 15 minutes after the scheduled pick-up time to get the member. Feel free to call MTM’s “Where’s My Ride” line at 866-907-1494 to find out the status of a transportation provider’s estimated arrival time.
 MTM, Inc. will verify with the Department of Health Services’ Division of Health Care Access and Accountability that the out of state trip request has been approved. MTM, Inc. will then schedule the trip request following the standard process.
If you or a member experiences an issue with NEMT:

  • Call MTM’s “WeCare” line at 866-436-0457
  • Fill out our convenient online form
  • Write to MTM at:
    MTM, Inc.
    Attn: Quality Management
    5117 W. Terrace, Suite 400
    Madison, WI 53718

We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue.