Trillium Community Members

Members of Trillium Community Health Plan residing in Multnomah, Washington, and Clackamas counties.

Call us at 1-877-583-1552 before your appointment. We advise calling us at least 24 hours in advance. We schedule routine trips Sunday through Saturday from 8 a.m. to 5 p.m.

When you call, please be ready to provide:

• Your name and Medicaid 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

You will receive the level of transportation that is most appropriate for your medical condition. We may consult your health care 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
• Vehicle services equipped to transport wheelchairs and stretcher

We may be able to reimburse you, a friend, or family member to drive you to your appointments through our mileage reimbursement program.

• Be ready for your ride at least 5 minutes prior to the scheduled pick-up time.
• If you scheduled a time for your ride back, your driver should pick you up less than 15 minutes after your visit is over. Call MTM at 1-877-583-1552 if your driver is late or does not pick you up.
• If your visit is over and you did not schedule time for your ride back, call MTM at 1-844-879-7341. The driver should arrive in less than one hour. Call MTM back if you have waited longer.

Call MTM at 1-877-879-7341 if you need to cancel your trip or make any changes.

Call MTM at 1-877-583-1552 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 request a return ride, if a return ride time was not scheduled during the original request.
• Cannot reach the driver.

No.

You can expect certain rights and protections from MTM:

• Confidentiality with your personal and medical information
• Courteous, prompt service when booking your trips
• Respect for your transportation needs
• Explanations on why we may need more information or why a trip is denied
• Access to all program information
• Ability to file a complaint or grievance related to MTM’s services without any penalty

We offer multiple ways to file complaints and grievances:

• Call Trillium’s Member Services: 1-877-600-5472
• Contact MTM’s Quality Management Department: 1-866-436-0457 or QM@mtm-inc.net
• Members and providers may also mail a grievance: Trillium Community Health Plan, PO Box 11740, Eugene, OR 97440-3940. A grievance form can be found on trilliumohp.com/grievances