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Rhode Island Medical & Behavioral Facilities

Rhode Island

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Frequently Asked Questions (FAQs)

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 appointments and other ETP services
  • TANF/RI Works participants can receive monthly bus passes to pursue employment opportunities

NEMT requests should be received at least two business days in advance. Urgent trips will be scheduled right away.

MTM can schedule routine rides from 7 a.m. to 6 p.m., Monday through Friday. Urgent requests are taken 24/7. Please call 1-855-330-9131 to phone in transportation requests.

An urgent trip is a situation in which there is no immediate threat to life or limb. However, the recipient must be seen on the day of the request. Treatment cannot be delayed until the next day.

Yes. MTM can schedule recurring trips. This means you do not need to schedule each trip individually. Recurring trips can be set for up to six months at a time.

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

MTM will assign the return trip as a will-call trip. You will call MTM when the recipient is ready for their ride home. The transportation provider will arrive within 45 minutes. 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. We will contact all parties involved to resolve the issue. Please note, MTM can only accept a complaint on behalf of a Medicaid recipient if the recipient authorizes the person to do so. Please call us for more information.

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