In Minnesota, MTM Health provides NEMT for recipients who are one of the following:

• Enrolled in Medical Assistance
• Enrolled in state-only funded Medical Assistance benefits due to residing in an Institution of Mental Diseases (IMD)
• A MinnesotaCare enrollee under the age of 21
• A pregnant woman enrolled in MinnesotaCare
• Enrolled in Refugee Medical Assistance (RMA)

Recipients must be attending a covered medical service and have no other way to get there. 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. However, you may be eligible for mileage reimbursement.

Call us at 866-467-1724 at least three business days (Monday through Friday) before your healthcare appointment. If you call with less notice and the trip is not urgent, you may need to set up your visit for a different date. We schedule routine trips Monday through Friday from 7 a.m. to 6 p.m. Urgent rides can be scheduled after these hours, 24 hours a day, seven days a week.

When you call, please be ready to provide:

• Your name, home address, and phone number
• Your Medical Assistance ID Number (PMI#), an eight-digit number that begins with 0
• The name, phone number, address, and ZIP code of the healthcare 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 doctor’s appointment, etc.)

If you are hearing or speech impaired, please call 711 for TTY services. If you speak another language, MTM Health will connect you with a translator when you call 866-467-1724.

Call us at 866-467-1724 a minimum of 24 hours in advance when possible.

The customer service representative will note the trip and cancel with the transportation provider.

Cancellation policy: Excessive cancellation will result in a temporary suspension of transportation benefits.

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 three 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 three days of your previous appointment

Urgent rides do not need to be scheduled with three business days’ advance notice. If you have an urgent need and must be seen by your medical provider on the same day, call 866-467-1724. MTM Health will verify urgency with your healthcare provider and coordinate a ride within three hours. We will make every effort to schedule urgent transportation, but availability is not guaranteed. Urgent rides can be scheduled 24 hours a day, seven days a week.

MTM Health does not provide emergency transportation. Please call 911 if you have a medical emergency.

MTM Health is required by federal law to provide you with the least costly type of ride to get to your appointment based on your medical and transportation needs. MTM Health offers the following types of rides:

• Gas Mileage Reimbursement: Call us for the current rate.
• Volunteer Transportation: Available in Wright County only.
• Fixed Route Bus Tickets: If you are able to independently and safely access public transit, and there are bus stops nearby your home and appointment location, MTM Health may mail you fixed route bus tickets.
• Unassisted Transport: The driver will meet you at the curb in front of your residence and transport you to the curb of your medical facility. Recipients in a wheelchair can use this mode as long as you can transfer from your wheelchair to the vehicle, and your wheelchair can be folded and stowed.
• Assisted Transport: Based on medical need, the driver will come to the door of your residence and bring you to the door of your medical facility. The driver may also come into your residence and bring you into your medical facility if you have a need. Assisted transport requires certification.

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

MTM Health can only schedule and pay for the following people to ride with you:

• A medically required escort, such as a family member or friend. Your healthcare provider must provide documentation to support your medical need for an escort.
• A parent or caretaker accompanying a minor child.

If you have recurring trip needs, you may schedule a recurring ride for up to three months at a time. If you have dialysis appointments, you or your healthcare 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 888-863-9514. MTM Health will call your driver to find out when your ride will arrive.

We want to always provide excellent service. Call MTM’s We Care line at 866-436-0457 if you have a complaint about the service you received. We will follow up on all complaints. The We Care line is answered from 7 a.m. to 5 p.m., Monday through Friday; if you call after hours, you can leave a voicemail and we will contact you the following business day.

You may also use our convenient online form, or write to MTM Health at:

MTM, Inc.
Attn: Quality & Compliance
16 Hawk Ridge Drive
Lake Saint Louis, Missouri 63367

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. Refer to your denial letter for details on the appeals process.