Medical Facilities

MTM provides NEMT for most members enrolled in the following programs who do not have other ways of getting to their covered appointments:

• Wisconsin Medicaid
• BadgerCare Plus
• Family Planning Only Services
• Tuberculosis-Related Services-Only Benefit
• BadgerCare Plus Express Enrollment for Pregnant Women

Members who live in a nursing home and have not elected Hospice or enrolled in Family Care, Family Care Partnership, or the Program of All-Inclusive Care for the Elderly (PACE) cannot get rides through MTM. They need to continue to get rides the way they do now.

Members who can drive themselves to a covered appointment and do not need mileage reimbursement (money for gas), or who have another way to get to the appointment for free, cannot get a ride through MTM. They need to continue to get rides the way they do now.

With the exception of hospital discharges and urgent trips, all NEMT requests must be received at least two business days prior to the appointment. The two business days’ time frame includes the day of the call but not the day of the appointment. For example, you should call on Monday or before to arrange a trip for Wednesday. Requests for transport for hospital discharges and urgent trips can be made outside of this timeframe.

MTM’s customer service center is open to schedule routine and urgent rides 24 hours a day, seven days a week. Please call 866-907-1493 to phone in transportation requests.  Medical facilities may also access the MTM Link Facility Portal to schedule and manage rides on behalf of patients. This tool replaces Veyo's RideView portal.

The MTM Link Facility Portal allows medical facilities to book and manage transportation for their patients. It offers quick and easy booking options and real-time information for every trip, without ever picking up the phone. The MTM Link Facility Portal can be used for one or several facilities, is accessible via a website, and doesn’t require any software installation.

To sign up for an MTM Link account, click here to fill out a brief form. Our Community Outreach team will create your account and send you log in details.

An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but the member must be seen on the day of the request and treatment cannot be delayed until the next day. This may include hospital discharges as well.

No. MTM is only contracted to provide non-emergent transportation services. All requests for emergency transportation should be directed to 911.

Emergency trips pertain to life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any other situation where immediate medical relief or treatment is necessary.

Yes. MTM can schedule recurring trips. This eliminates the need to schedule each trip individually. MTM schedules recurring trips for dialysis for up to six months at a time. Trips for all other standing order appointments can be scheduled for up to three months at a time. Recurring trips may be scheduled through the MTM Link Facility Portal, or by calling 866-907-1493.

If a member says they are unable to utilize public transportation or mileage reimbursement, a health care provider will be required to fill out our Level of Need (LON) assessment form. This form communicates the member’s ability to use transportation.

Please use the actual time the member needs to arrive at the facility. For the return ride, please use the actual time the member will be ready to leave the facility.

If the return time for an appointment is not known at the time of the reservation, MTM will assign the return trip as a will-call trip. In this case, you will call MTM when the member is ready for their ride home. MTM will dispatch the trip and the transportation provider will arrive within one hour following a will-call request and three hours for urgent requests. Please note that for scheduled return rides, transportation providers are required to pick up the member within 15 minutes of the scheduled pick-up time. To find out the status of a transportation provider’s estimated arrival time, call 866-907-1493.

MTM will verify with the Department of Health Services or the member’s HMO that the health care appointment has been authorized. MTM will then schedule the trip request following the standard process.

We always want to provide excellent service. Anyone can make a complaint, including a medical facility representative. You can also make suggestions about how we can serve you better:

• Through our convenient online form
• By calling MTM at 866-907-1493
• By writing to MTM at the following address:
  MTM
  Quality Assurance
  8383 Greenway Blvd
  Suite 400
  Middleton, WI 53562

A complaint can be about many different things. Examples include a late pick-up, the condition of the vehicle your patient rode in, the behavior of another passenger, or the courtesy of an MTM agent. Please have the following information ready to help MTM in our investigation:

• Your first and last name
• The member’s first and last name
• The member’s ForwardHealth ID
• The date of the member’s ride
• A description of the problem
• Any additional information that can help us investigate the issue

We follow up on all complaints. After submitting a complaint, MTM will let you know that they have received your complaint within 24 hours. MTM will then mail you a response within 10 business days. If your complaint is not resolved within 10 business days, MTM will mail you a final response within 30 business days of receiving your complaint. If MTM needs more time to resolve your complaint, we will mail you a letter telling you that we will resolve your complaint within 14 business days. If you are unhappy with how your complaint is resolved, you can follow the continued complaint process described in the response letter.