Virginia Transportation Providers

MTM Health’s transportation provider recruiting process consists of application, credentialing, and contracting phases. You will work with a designated representative to successfully complete each phase. Visit the Join Our Transportation Provider Network page to learn more.

Members of MTM Health’s transportation provider network must have specific credentialing and qualifications, including training elements. Drivers must, at minimum:

• Pass a criminal background check
• Have a valid Virginia driver’s license
• Pass a Virginia Division of Motor Vehicle (DMV) driving record check
• Complete MTM Health driver training
• Complete defensive driving training
• Complete basic first aid training
• Complete wheelchair securement training, if you provide wheelchair level of service
• Wear a visible nametag and identify themselves
• Complete MTM Health’s vehicle inspection process twice per year; there will be a vehicle inspection sticker visible in the lower righthand corner of the passenger side rear window
• Conduct on-site monitoring with MTM Health’s staff, where our team verifies compliance at facilities and residential sites

Your MTM Health representative will explain more about these requirements during the contracting process.

Drivers must follow rules. These include:

• Drivers must identify themselves to the member with a badge or uniform.
• Drivers must always be professional and courteous.
• Drivers must provide safe and on-time service.
• Drivers must arrive within 15 minutes before or after the scheduled pick-up time.
• Drivers must notify MTM Health immediately of known pick-up delays 15 minutes beyond the scheduled pick-up time. We expect drivers to be on time, but we know sometimes it is out of your control.
• Drivers must only transport to the pick-up and drop-off locations listed on the trip reservation. Drivers cannot make additional stops during transport. This includes stops like fast food or shopping locations
• Drivers are not allowed to assist members with personal care, medication, or oxygen (unless traveling on an ambulance). If a member requires oxygen on an ambulatory or wheelchair trip, they must be able to self-administer oxygen.
• Drivers will return for pick-up to the location they dropped the member off at, unless otherwise directed.
• Drivers must provide the required level of assistance (curb to curb, door to door, or hand to hand). At no time will a member with hand to hand level of assistance be out of the driver’s sight until the member is handed off to a person at the facility or residence.
• Drivers must secure each wheelchair forward facing with four securement straps and a shoulder and lap belt.
• Drivers must transport the member within the approved travel time (the direct travel time plus 45 minutes).
• Drivers are to only use a hands-free mobile device when communicating with the dispatcher of their company.
• Drivers may not take personal calls.
• Drivers may not carry a member or their wheelchair up or down steps.
• In the event of an emergency during transport, the driver will pull off to a safe location and call 911.

Members must follow these rules while in a NEMT vehicle:

• They must wear a seatbelt.
• They may not eat, drink, or smoke. This includes e-cigarettes, vaping, and chewing tobacco.
• They may not bring or use alcohol or illegal substances of any kind on the vehicle.
• Profane or vulgar language directed toward other passengers or the driver will not be tolerated.
• Sexual advances or harassment will not be tolerated.
• They may not solicit, harass, annoy, or intimidate other passengers or the driver. Bullying is not allowed.
• They may not bring a weapon of any size or kind on the vehicle. This includes carried or concealed guns, even if you have a permit.
• They may not bring hazardous materials or items on the vehicle.
• They are responsible for all baggage and personal items. All items must be able to fit comfortably on their lap or beside them on the seat.
• They may not ask the driver to make additional stops on the way to or from the appointment.

MTM Health communicates trip assignments and details to transportation providers electronically. For most providers, this is achieved through the MTM Link Provider Portal and Driver app. MTM Link also integrates with several third-party routing, scheduling, and dispatching platforms to allow you to seamlessly receive trips. Click here to see the platforms we integrate with.

MTM Health does not reimburse transportation providers for no shows. You should confirm the transport and pick-up time with the member on the day prior to the scheduled trip. If a member indicates that they won’t be attending their appointment, cancel the trip.

All details regarding rates are discussed and determined with transportation providers on an individual basis.

All transportation providers must have full coverage insurance as established by the Commonwealth of Virginia. MTM Health must be listed as a Certificate Holder and Additional Insured on both polices. Additionally, your company must hold worker’s compensation insurance that meets Commonwealth requirements.