Virginia Medical Facilities

MTM Health provides rides to eligible FFS Medicaid members who are attending a Medicaid-covered service. The member must 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
• Medicaid members who are not otherwise enrolled in a health plan

Members enrolled in a Managed Care program may be entitled to transportation from their plan. Contact the member’s health plan for more information.

Routine NEMT requests should be scheduled at least five business days before the patient’s appointment. Urgent requests can be scheduled with less notice.

MTM Health’s customer service center schedules rides 24 hours a day, seven days a week. Please call 1-866-386-8331 to phone in transportation requests.

We also offer the MTM Link Facility Portal. This tool allows medical facilities and health care providers to arrange transportation for the members they serve at their own convenience. You can use MTM Link to schedule and manage rides for your patients without calling MTM Health. Click here to register for access to MTM Link.

An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but treatment cannot be delayed.

Urgent trips may include rides to and from:

• Pre-op appointments
• Dialysis
• Methadone clinics
• Wound care
• Hospital or ER discharges
• Urgent care facilities
• Facility to facility or hospital to hospital transfers
• Drug rehab
• Follow-up appointments after a hospital or ER discharge
• Outpatient surgeries
• New medical conditions or tests

MTM Health does not schedule rides to emergency care. Call 911 if your patient has an emergency.

Yes, MTM Health can schedule repeating/standing order trips, eliminating the need to schedule each trip individually. These trips can be scheduled up to six months at a time for services such as:

• Dialysis
• Chemotherapy
• Radiation treatment
• Infusion therapy
• Methadone maintenance
• Physical or occupational therapy and rehabilitation services
• Mental or behavioral health therapy
• Wound care
• Adult day care
• Supportive employment

Based on the member’s needs, MTM Health offers the following modes of transportation:

• Gas mileage reimbursement (GMR) if the member, a friend, or family member can drive to the appointment.
• Fixed route bus tickets if the member’s home and destination are within ¼ mile of a bus stop, and they are able to walk there independently and safely.
• Ambulatory/sedan, van, or taxi services if the member can walk between the door of their home/destination and the vehicle. This may include taxi services or on-demand transportation services like Uber or Lyft.
• Wheelchair van/paralift services if the member cannot transfer from their wheelchair into a vehicle. The member’s wheelchair will be safely secured in the vehicle.
• Stretcher van services if the member needs to be transported on a stretcher but does not require medical care during transit.
• Non-emergency ambulance services if the member needs to be transported on a stretcher and requires medical care during transit.

Members will also receive the level of service that best meets their needs. This may include:

• Curb-to-curb service. This is the default level of service. It is for members who need little to no help during the ride. This level of service is for some ambulatory/sedan, van, and taxi services and some wheelchair van/paralift services. The driver will:
  • Open the vehicle door.
  • Assist the member in and out of the vehicle at the curb.
  • Help the member store or secure a wheelchair or other mobility device if necessary.
  • Make sure the member walks in safely. The driver will watch the member walk into the facility or residential site.
• Door-to-door service. This level of service is for members who need help to safely get from the door of the pick-up location to the door of the vehicle. This is for some ambulatory/sedan, van, and taxi services and some wheelchair van/paralift services. We may consult the member’s health care provider to see if a member needs this level of service. The driver will:
  • Assist the member from their home door, to the vehicle, and to the door of their destination.
  • Help the member the entire way.
  • Never lose sight of the vehicle.
  • Not enter a residence, unless they are ambulance or stretcher van personnel.
• Hand-to-hand service. This level of service is for members who need help from a family member, facility staff member, or other responsibility party. This is for some ambulatory/sedan, van, and taxi services; some wheelchair van/paralift services; all stretcher van services; and all non-emergency ambulance services. We may consult the member’s health care provider to see if a member needs this level of service. The driver will:
  • Receive the member from a person at the pick-up location and hand the member off to a caregiver at the door of the drop-off location.
  • Never lose sight of the vehicle for these trips.

If a member says they need stretcher van or non-emergency ambulance services, or if they need door-to-door or hand-to-hand service, their healthcare provider will be required to fill out our Level of Need (LON) assessment form. This form communicates the member’s actual needs to MTM Health for appropriate transportation mode assignment. You can find a copy of this form under the Forms and Other Documents heading on this website.

Minors aged 12 and under must be escorted by an adult at all times. The escort must be at least 18, unless they are the parent. Minors aged 13 to 17 may travel alone. The parent or guardian must complete a Minor Consent Form first. Call us at 1-866-386-8331 (TTY: 711) for more information.

If the return time for an appointment is not known at the time of the reservation, MTM Health will assign the return trip as a will-call trip. In this case, you will call us when the member is ready for their ride home. MTM Health will dispatch the trip and the transportation provider should arrive within 45 minutes. Call us at 1-866-386-8331 to find out the status of a transportation provider’s estimated arrival time.

If you or a member experiences an issue with NEMT, call MTM Health at 1-866-386-8331 or fill out our convenient online form. We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue.