Rhode Island Medical & Behavioral Facilities

MTM provides rides for Rhode Island Medicaid recipients and TANF/RI Works and ETP participants:

• Medicaid recipients must be attending a covered Medicaid service and have no other way to get there
• ETP participants can receive rides to medical services
• TANF/RI Works participants can receive monthly bus passes to pursue employment opportunities

With the exception of urgent trips, NEMT requests should be received at least 48 business hours prior to the appointment to guarantee accommodation. Urgent trips will be scheduled immediately.

MTM’s customer service center is open from 5 a.m. to 6 p.m., Monday through Friday for scheduling routine appointments. Additionally, urgent requests are taken 24 hours a day, seven days a week. Please call 1-855-330-9131 to phone in transportation requests.

An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but the recipient must be seen on the day of the request and treatment cannot be delayed until the next day.

Yes, MTM can schedule recurring trips, eliminating the need to schedule each trip individually. Recurring trips can be scheduled up to six months at a time.

If a recipient says s/he is unable to utilize public transportation or mileage reimbursement, a healthcare provider will be required to fill out our Level of Need assessment form. This form communicates the recipient’s actual needs to MTM for appropriate mode assignment.

If the return time for an appointment is not known at the time of the reservation, MTM will assign the return trip as a will-call trip. In this case, you will call MTM when the recipient is ready for their ride home. We will dispatch the trip and the transportation provider will arrive within one hour. Call MTM at 1-855-330-9131 to find out the status of a transportation provider’s estimated arrival time.

If you or a recipient experiences an issue with NEMT, call MTM’s We Care Line at 1-866-436-0457. We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue. Please note, MTM can only accept a complaint on behalf of a Medicaid recipient if the Medicaid recipient authorizes the person filing to do so. Please call us for more information.

• Stretcher Providers are NOT required to stay with the member for duration of appointment; but may opt to do so at their discretion.
• Stretcher Providers are NOT required to leave their stretchers at place of appointment.
• When scheduling stretcher trips, please include if there is somewhere for the member to transfer to. Providers can then determine if they can accommodate the trip.