MTM Link: Transforming NEMT for Medicaid and Medicare Members Nationwide

In healthcare, reliable transportation isn’t a luxury. It’s a critical link to better health. When members can consistently get to appointments, therapies, dialysis, and preventive care, outcomes improve, costs decrease, and communities become healthier. At MTM Health, we’ve been making that connection possible since 1995.

As the nation’s largest privately held non-emergency medical transportation (NEMT) broker, MTM Health coordinates more than 35 million trips annually across all 50 states, the District of Columbia, and Puerto Rico. Our scale, experience, and relentless focus on innovation allow us to deliver reliable, high-quality NEMT services that drive measurable results for the Medicaid and Medicare health plans we work with—and most importantly, the members they serve.

At the heart of everything we do is MTM Link, our proprietary, unified technology platform that brings together every stakeholder and every step of the NEMT journey.

Why Technology Matters in NEMT

Traditional NEMT management often relies on phone calls, manual scheduling, and limited visibility. This can lead to delays, missed trips, higher costs, and frustrated members. MTM Link changes that equation.

MTM Link is a cloud-based, end-to-end platform that automates, optimizes, and provides real-time transparency across the entire NEMT process. By combining intelligent algorithms, GPS tracking, self-service portals, and powerful analytics, we move closer to our vision of zero missed trips while dramatically improving the experience for everyone involved.

Key MTM Link Features that Deliver Better Outcomes

• Automated Trip Scheduling and Optimization: Intelligent routing algorithms match members with the best available transportation option, whether it’s a sedan, wheelchair-accessible vehicle, rideshare service, or public transit. It also takes into account transportation provider reliability, location, and performance, rewarding high-performing providers with increased trip volume. This reduces costs, shortens wait times, and improves on-time performance.
• Real-Time GPS Tracking and Visibility: Health plans, state agencies, medical facilities, and members can see exactly where a ride is at any moment. Our system automatically detects issues like traffic or vehicle delays and adjusts in real time, minimizing disruptions and reducing fraud, waste, and abuse.
• Self-Service Member Mobile App and Portal: Using the MTM Link Member mobile app, members can book, modify, cancel, and track rides with just a few taps—without calling a call center. The app also includes helpful features like “Where’s My Ride?” and “I’m Ready” functions for will-call trips. For members who don’t have a smartphone, we also offer a web-based Member Portal, as well as 24/7 customer service operations backed by live agents ready to assist by phone.
• MTM Link Driver App and Portal: Transportation providers get turn-by-turn navigation, real-time trip updates, and instant verification tools that make operations smoother and more efficient. They can also use MTM Link to upload and manage credentialing information for their company, drivers, and vehicles, ensuring their operations are always compliant.
• Medical Facility Portal: Clinic and hospital staff can easily schedule and manage rides for multiple patients in one place without time-consuming phone calls.
• Advanced Data Analytics and Reporting: Through the MTM Link Client Portal, our clients gain deeper insights into utilization, costs, on-time rates, member satisfaction, and trends, enabling data-driven decisions that continuously improve programs. For plans that want to approve certain trips—such as those that are high mileage or out of area—the Client Portal also offers Approval Manager functionality, allowing client representatives to quickly review and approve trips when needed.

New innovations are making MTM Link even more powerful for families and members. Members who use gas mileage reimbursement (GMR) to drive themselves or get rides from family members or friends can easily submit claims through the MTM Link Member mobile app. No more mailing in paper logs; now, members can just check in when they leave their home and when they arrive at the appointment for faster reimbursement. We also recently launched a caregiver experience, which allows eligible members and caregivers to manage rides for up to five dependents from a single MTM Link account. Caregivers can view rides, schedule rides, track drivers, and more for all of their dependents, all in one place.

How MTM Link is Making a Difference

“Before MTM Link, scheduling rides could be time-consuming. Now I use the app on my phone to book appointments for myself and my kids in minutes. I can see exactly when the driver is coming, and the caregiver feature means I don’t have to juggle multiple logins. It’s made getting to doctor visits so much easier for our whole family.”
-Missouri Member

“Our staff loves the MTM Link Facility Portal. We can schedule transportation for multiple patients at once, track rides in real time, and make changes quickly without picking up the phone. It saves us hours every week and helps ensure our patients don’t miss critical appointments.”
-Illinois Clinic Administrator

These stories reflect what we hear every day: when technology removes friction, members stay connected to care and providers can focus on delivering great healthcare.

The Results: Better Outcomes for Plans and Members

By powering operations with MTM Link, MTM Health delivers:

• Higher on-time performance and fewer missed appointments
• Improved member satisfaction (consistently 95%+)
• Reduced administrative burden for health plans and medical facilities
• Lower overall NEMT and healthcare costs
• Better chronic disease management, fewer preventable hospitalizations, and stronger HEDIS, STAR, and CAHPS scores

In short, MTM Link doesn’t just help us move people from Point A to Point B. It helps move entire populations toward better health.

Technology that Connects. Experience that Delivers.

At MTM Health, we combine more than 30 years of NEMT expertise with continuous investment in technology. MTM Link represents our commitment to innovation that serves members, supports providers, and delivers real value to health plans.

Whether you’re looking to optimize an existing NEMT program or build a more effective transportation benefit from the ground up, our platform and nationwide network are ready to help you deliver better access to care and better health outcomes.

Ready to see what MTM Link can do for your members and your plan? Fill out the form below to connect with our team and learn more about our technology-powered NEMT solutions.