Rhode Island
Non-Emergency Medical Transportation

Rhode Island

MTM is the state of Rhode Island’s non-emergency medical transportation (NEMT) manager. We arrange rides for eligible Rhode Island residents as follows:

  • Medicaid recipients can receive rides to appointments with Medicaid-covered health care providers if you have no other way to get there
  • Non-Medicaid enrollees who qualify for the Elderly Transportation Program (ETP) can receive rides to medical services
  • Participants in the Temporary Assistance for Needy Families (TANF) Program/RI Works can receive monthly bus passes to pursue employment opportunities

We are dedicated to providing high quality rides. If you are a recipient, medical or behavioral facility, or transportation provider seeking more information about NEMT services, select one of the pages in the menu above for details specific to your needs.

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Identifying and Preventing Fraud, Waste, and Abuse

MTM is committed to identifying and preventing fraud, waste, and abuse (FWA). Every Non-Emergency Medical Transportation (NEMT) stakeholder can help us identify and prevent FWA. This includes MTM employees, transportation providers, and members.

What is FWA?

  • Fraud: Intentional deception or misrepresentation made by a person with the knowledge that the deception could result in an unauthorized benefit; includes any act that constitutes fraud under federal or state law
  • Waste: Knowingly or unknowingly mismanaging, misusing, or over utilizing services or other practices that results in unnecessary costs to the Medicaid program
  • Abuse: Broker or transportation provider practices that are inconsistent with sound fiscal or business practices that result in an unnecessary cost to the State of Rhode Island, potential harm to the recipient, or a pattern of failing to provide all non-medical transportation services required by this contract or meet professionally recognized standards for NEMT transportation service; recipient practices that result in unnecessary cost to the State of Rhode Island also constitute abuse

What does FWA look like?

Examples of a broker like MTM committing fraud, waste, or abuse might include:

  • Billing Medicaid for services it did not provide
  • Inflating costs in reports to Medicaid
  • Failing to ensure that staff and transportation providers are properly credentialed to provide services

Examples of a transportation provider committing fraud, waste, or abuse might include:

  • Submitting trip logs for trips that were not provided
  • Submitting claims from two drivers in the same vehicle at the same time
  • Submitting claims for the same vehicle used for two or more different trips at the same time
  • Action or behavior by a transportation provider that could potentially cause harm to a member

Examples of a member committing fraud, waste, or abuse might include:

  • Scheduling a trip to a non-medical or non-qualifying appointment
  • Scheduling a trip when the member has no appointment
  • Submitting falsified trip logs for gas mileage reimbursement that show too many miles, or for trips that never happened

How should you report FWA?

If you think you see or hear of FWA, please report it. Your report can be anonymous and will not impact your services. This will help control costs and ensure appropriate utilization of NEMT services. You can report suspected FWA to either MTM or EOHHS:
  • MTM
    • Call our Compliance Hotline at 855-847-0262
    • Call the Fraud Unit at 401-574-8175
    • Report online by clicking here
    • Mail a report to the Fraud Detection and Prevention Unit, One Capitol Hill, Providence, RI 02908
Sara Harrison

Sara Harrison
Rhode Island Program Director

To schedule transportation:

Your rides can be booked online through MTM Link. You may also call us at 1-855-330-9131 (TTY: 711). You must call at least 48 business hours before your appointment, unless your trip is urgent. We schedule routine trips Monday through Friday from 5 a.m. to 6 p.m. You can schedule urgent trips 24 hours a day, seven days a week.

To file a complaint:

We want to always provide excellent service. Call MTM’s We Care Line at 1-866-436-0457 (TTY: 711) if you have a complaint about the service you received. You may also use our convenient online form. We will follow up on all complaints.

If your ride is late:

Call MTM at 1-855-330-9131 (TTY: 711) if you have waited:

  • More than 15 minutes after your scheduled pick-up time
  • More than one hour after calling MTM to schedule a return ride, if a return ride was not scheduled during the original request

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