Rhode Island Recipients

MTM provides rides for Rhode Island Medicaid recipients, as well as Temporary Assistance for Needy Families (TANF) Program/RI Works and Elderly Transportation Program (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

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. For paralift, stretcher, and ambulance trips, 48 business hours advance notice is always required. We schedule routine and urgent trips 24 hours a day, seven days a week. Please note, if you are requesting a TANF bus pass, you cannot schedule monthly bus pass trips through MTM Link at this time.

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

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. Call us at 1-855-330-9131 (TTY: 711), 24 hours a day, seven days a week, to schedule an urgent ride.

MTM does not schedule emergency transportation. Emergency transportation requires medical care during the trip. Call 911 if you have an emergency.

You will receive the level of transportation that is most appropriate for your physical and 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 stretchers

We may be able to reimburse you, a friend, or a family member to drive you to your appointments. Ask us about this program when you call to set up your trip.

• 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 within 15 minutes after your visit is over. Call MTM at 1-855-330-9131 (TTY: 711) 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 1-855-330-9131 (TTY: 711). The driver should arrive within one hour. Call MTM back if you have waited longer.

Call MTM at 1-855-330-9131 (TTY: 711) if you need to cancel or reschedule your trip. Please call as soon as possible.

Call MTM at 1-855-330-9131 (TTY: 711) 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.

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

When utilizing NEMT to travel to an appointment, you must:

• Be dressed, clean, and ready for your ride at least 15 minutes prior to the scheduled pick-up time
• Never bring alcohol, drugs, or any weapon on the vehicle
• Use the seatbelt
• Supply car seats for children
• Bring your own wheelchair if necessary
• Never smoke, eat, or consume beverages while on board the vehicle
• Never physically or verbally abuse other recipients or the driver
• Be thoughtful of other passengers you share a ride with

We always want to provide excellent service. Call MTM’s We Care Line at 1-866-436-0457 (TTY: 711) 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, suspension, or reduction in services, you can file an appeal through MTM. If you are not happy with our answer, you can file a fair hearing through the state. You can do this by calling or writing within 90 calendar days of the date on your denial letter. You must tell us why 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 (TTY: 711) for more information.