Northern Minnesota Clients

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Clients

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Forms and Other Documents:

Remember:

  • You can schedule a ride Monday through Friday from 7 a.m. to 6 p.m.
  • You must call at least three business days before your routine appointment
  • Have your trip information ready when you call
  • Be ready at least 15 minutes before your ride is scheduled to arrive

Important Toll-Free Phone Numbers

  • To schedule a ride call 1-844-399-9466
  • If your ride is late call 1-844-399-9466
  • To file a complaint call 1-866-436-0457

Frequently Asked Questions (FAQs)

MTM provides rides for eligible Medical Assistance clients in the following northern Minnesota counties:

  • St. Louis
  • Aitkin
  • Carlton
  • Lake

Call us to set up a ride if you have no other way to get there.

Call us at 1-844-399-9466. You must call at least three business days in advance for routine rides. We schedule routine trips Monday through Friday from 7 a.m. to 6 p.m.

Please have the following information ready when you call:

  • Your first and last name
  • Your Medical Assistance ID number
  • Your home address and phone number
  • Your doctor’s name, phone number, and address
  • The date and time of your appointment
  • Any special needs, including if you need someone to ride with you
  • If you require special equipment like a car seat, wheelchair, or other device, you must provide these items

If your appointment is urgent, MTM will set up your ride. An urgent request is considered to be any illness or injury that requires immediate treatment to prevent a serious decline in your health. This may include a hospital discharge. Call us at 1-844-399-9466, 24 hours a day, seven days a week, to schedule an urgent ride. MTM does not schedule emergency transportation. Call 911 if you have an emergency.

You will receive the level of transportation that is best for your physical and medical condition. We may consult your healthcare provider. Based on your needs, we will offer you:

  • Mileage reimbursement if you, a friend, or family member can drive to the appointment
  • Fixed route bus tickets
  • Sedan, van, or taxi services

We may be able to reimburse you, a friend, or a family member to drive you to your appointments through the MTM Currency program. Reimbursement funds are provided through a Focus Card™. This is a reloadable debit card issued by U.S. Bank. Ask us about this program when you call to set up your trip. If you need support for your Focus Card, call U.S. Bank Cardholder Services at 888-863-0681.

  • Be ready for your ride at least 15 minutes prior to the scheduled pick-up time.
  • If you scheduled a ride back, your driver should pick you up less than 15 minutes after your visit is over. Call MTM at 1-844-399-9466 if your driver is late or does not pick you up.
  • If your visit is over and you did not schedule a ride back, call MTM at 1-844-399-9466. The driver should arrive in less than one hour. Call MTM back if you have waited longer.

Call MTM as soon as possible at 1-844-399-9466 if you need to cancel your trip or make any changes.

Call MTM at 1-844-399-9466 if you:

  • Have waited more than 15 minutes after the pick-up time scheduled during the original ride request
  • Have waited more than one hour after calling MTM to schedule a return ride, if a return ride was not scheduled during the original request
  • Cannot reach the driver

When you call, please tell us if you would like to ride with a certain provider. MTM will try to honor your request. However, we cannot promise your ride will be assigned to the requested provider. The provider must be in our network. MTM does not assign trips to out-of-network providers.

We always want to provide excellent service. Call MTM’s We Care Line at 1-866-436-0457 if you have a complaint about your service. You can also make suggestions about how we can serve you better. You may also use our convenient online form. We will follow up on all complaints.
If you disagree with a denial or other decision made by MTM, you can file an appeal, grievance, or fair hearing request. You can do this by calling or writing to us within 90 days of the date on your denial letter. You must tell us you disagree with our decision. Send your letter to: MTM Attention: Appeals 16 Hawk Ridge Drive Lake St. Louis, MO 63367 Call us at 1-866-436-0457 for more information.

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