Wisconsin Medicaid and BadgerCare Plus Members

Member Chat Available Now!

Welcome to the member website for Wisconsin Medicaid and BadgerCare Plus Non-Emergency Medical Transportation (NEMT). We are pleased to offer you this site to:

  • Explain available NEMT services and the reservation process
  • Provide you with access to Frequently Asked Questions (FAQs), member responsibilities and conduct, an informative glossary, and other important program information
  • Allow you to conveniently submit trip requests and complaints online

Resources for Members

Scheduling Available NEMT Services

To schedule a ride to routine services, you must call 866-907-1493 at least two business days in advance. If you call with less notice and the trip is not urgent, we may ask you to reschedule your visit. Two business days’ notice includes the day of the call but not the day of the appointment.

Routine ride requests are accepted Monday through Friday,
7 a.m. to 6 p.m. by calling 866-907-1493. You may also use our online trip request tool at any time.


Schedule Rides Online

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


When you call, please have the following information:

  • Your name, home address, and phone number
  • Your ForwardHealth ID Number (ten-digit number listed on your ForwardHealth Card)
  • The street address and the phone number where you want to be picked up
  • The name, phone number, address, and ZIP code of the health care provider you are seeing
  • The date and start time of your appointment
  • The end time of your appointment, if you know it
  • Any special ride needs, including if you need someone to ride with you
  • General reason for the appointment (check-up, eye appointment, etc.)

MTM, Inc. will ask you questions to determine the best type of ride to meet your needs. We may also speak with your health care provider. Based on this determination, you will be assigned to one of the following modes of transportation:

  1. Mileage Reimbursement: If you have a car and are able to drive yourself to your appointment, you may be eligible for mileage reimbursement. A friend or family member may be eligible for reimbursement to take you to your appointment.
  2. Public Transportation (Fixed Route and Special Transit): We will see if your starting and ending points are within 1/2 mile of a bus stop. If you tell us you cannot take the bus due to medical reasons, your health care provider will fill out a Level of Need Assessment. This form will tell us what prevents you from taking the bus.
  3. Ambulatory Vehicles: This may include sedan, van, or taxi.
  4. Wheelchair or Stretcher Vehicles

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 (including IRIS)
  • The BadgerCare Plus Standard Plan
  • The BadgerCare Plus Benchmark Plan
  • The BadgerCare Plus Express Enrollment for Pregnant Women
  • Tuberculosis-Related Services-Only Benefit
  • Family Planning Only Services

To find out if you can get rides through MTM, Inc., call 866-907-1493.

If you can drive yourself to your covered appointment or if a neighbor, friend, relative, or voluntary organization is able to give you a ride for free, you cannot get a ride through MTM, Inc. and you need to continue to get rides the way you do now.

Note: If you live in a nursing home and have not elected Hospice or are enrolled in Family Care, Family Care Partnership, or the Program of All-Inclusive Care for the Elderly (PACE), you cannot get rides through MTM, Inc. You need to continue to get rides the way you 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 you are enrolled in the Core Plan or the Basic Plan and Family Planning Only Services, you can only get a ride to services covered under the Family Planning Only Services program.

Routine rides must be scheduled at least two business days prior to your health care appointment. Same day rides can be scheduled within three hours if you have an urgent need.
A routine ride is a ride to an appointment that does not require you to be seen right away, like a yearly check-up or an eye doctor’s appointment. Most rides are considered routine.
An urgent ride can be one of the following:

  • A healthcare situation in which you do not need to call 911 for immediate assistance but you cannot wait two business days before seeing a healthcare provider
  • A hospital discharge
  • A ride to a follow-up appointment if the follow-up appointment is for the same healthcare issue and is scheduled within two days of your previous appointment
Urgent rides do not need to be scheduled with two business days’ advance notice. If you have an urgent need and must be seen by your medical provider on the same day call 866-907-1493. MTM, Inc. will verify urgency with your health care provider and coordinate a ride within three hours.
Please call 911 if you have a medical emergency.
MTM, Inc. is required by federal laws to give you the least costly type of ride to get to your appointment based on your medical and transportation needs. MTM, Inc. offers the following types of rides:

  • Mileage reimbursement
  • Bus tickets
  • Ambulatory vehicles, including sedan, van, and taxi
  • Wheelchair and stretcher vehicles

To determine the mode most appropriate for you, MTM, Inc. will ask you questions about your health and how you handle basic daily tasks. We may also consult your health care provider.

Please call 866-907-1493 to arrange a ride to your health care appointment.
If you speak another language, call 866-907-1493. A CSR who speaks your language will handle your request, or MTM, Inc. will connect you with an appropriate translator.
MTM, Inc. schedules routine ride requests Monday through Friday from 7 a.m. to 6 p.m. Urgent rides can be scheduled after these hours. Urgent rides can be scheduled 24 hours a day, seven days a week.
When you call to schedule your ride, MTM, Inc. will tell you when to expect your ride to arrive. Pick-up times will vary depending on the distance to the appointment. Your transportation provider will give you a reminder call the day before your ride.
When you call MTM, Inc., please have the following information available:

  • Your name, home address, and phone number
  • Your ForwardHealth ID Number (ten-digit number listed on your ForwardHealth Card)
  • The street address and the phone number where you want to be picked up
  • The name, phone number, address, and ZIP code of the health care provider you are seeing
  • The date and start time of your appointment
  • The end time of your appointment, if you know it
  • Any special ride needs, including if you need someone to ride with you
  • General reason for the appointment (check-up, eye appointment, etc.)
MTM, Inc. is only allowed to schedule and pay for the following people to ride with you:

  • A medically required escort, such as a family member or friend (your health care provider will determine your medical need)
  • A parent or caretaker accompanying a minor child
Yes. Parents and caretakers must provide a car seat or booster seat for their child(ren). Car seats are required for children until they are at four years old and weigh 40 pounds. Booster seats are required for children until they are eight years old, weigh 80 pounds, or are 4’9″ tall. If you do not have a car seat or booster seat and one is not available at the time of your trip, you will not be able to take your ride.
If you need to fill a prescription or pick up a disposable medical supply following a covered appointment, you should try to do so on the way back from your appointment if possible. All additional stops, including stops to fill a prescription, must be approved by MTM, Inc. before the ride occurs. You may call MTM, Inc. from your appointment to get permission to make the extra stop, or let MTM, Inc. know ahead of time when you schedule your trip. We will notify your driver.
If you have recurring trip needs, call MTM, Inc. and schedule a recurring ride for up to three months at a time. If you have dialysis appointments, you or your health care provider can schedule regularly recurring rides for those appointments for six months at a time.
If your ride is more than 15 minutes late after your scheduled pick-up time, call MTM’s “Where’s My Ride” line at 866-907-1494. MTM, Inc. will call your driver to find out when your ride will arrive.
When you get picked up, the driver will ask you to sign a driver log for the ride to your appointment. Make sure that you only sign the form once at this time. You will sign the form again when you are leaving your appointment.
To file a complaint with MTM, Inc. you or your chosen representative can do any of the following:

  • Call MTM’s “WeCare” line at 866-436-0457
  • Fill out our convenient form here.
  • 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 your scheduling and transport to resolve the issue.

If your NEMT request was denied, you will receive a letter in the mail explaining the reason for the denial. You have the right to appeal all denials with MTM, Inc. You may 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 to take place. Please refer to your denial letter for details on the appeals process.