Virginia Medicaid Fee-for-Service (FFS) Non-Emergency Medical Transportation (NEMT) Services
You may be eligible for rides if you:
- Are an FFS Medicaid member who is attending a Medicaid-covered service.
- Have no other way to get there.
Only Medicaid members who are excluded from Managed Care programs can receive rides through this program. This may include:
- Medicaid members who are newly eligible and have not been assigned to a Managed Care program.
- Medicaid members who have received a home or community-based waiver and have not been assigned to a Managed Care program.
If you are enrolled in a Managed Care program, you may be entitled to transportation from your health plan. Refer to your Managed Care benefit handbook. You can also contact your Medicare health plan for more information.
MTM Health is dedicated to providing safe, reliable rides. If you are a Medicaid FFS member, medical 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.
To schedule a ride:
There are several ways you can schedule a ride:
- You can use the web chat feature located at the bottom right hand corner of this website to chat with an agent in real time.
- You can use the MTM Link web portal or MTM Link Member mobile app; visit mtm-inc.net/mtm-link for more information and to register.
- You can call us at 1-866-386-8331 (TTY: 711).
Please note the following:
- You must schedule your ride at least five business days before your appointment, unless your trip is urgent.
- You can schedule a ride 24 hours a day, seven days a week.
If your ride is late:
Call 1-866-246-9979 (TTY: 711) if you:
- Are waiting for your driver for more than 15 minutes after your scheduled pick-up time.
- Scheduled a ride back home during the original ride request and have waited more than 15 minutes after the pick-up time.
- Have waited more than 45 minutes after calling MTM Health to schedule a return ride, if a return ride was not scheduled during the original request.
- Cannot reach the driver.
To file a complaint:
MTM Health wants to always provide excellent service. Call 1-866-386-8331 (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.
