Need a Ride to Your Doctor? Non-Emergency Medical Transport Options

Please note: If you are experiencing a medical emergency, please call 911 immediately for emergency medical care near you. This article is about non-emergency medical transportation services.

Getting to your medical appointments is crucial for your health, but what if you lack transportation? If you’re in Wisconsin and enrolled in certain programs, you might be eligible for Non-Emergency Medical Transportation (NEMT). This service ensures you can reach your healthcare provider, even without personal transportation. Depending on your needs and situation, NEMT can offer several options, including:

Arranged rides in vehicles
Bus tickets to use public transport
Reimbursement for gas expenses

Federal law mandates that Wisconsin’s NEMT manager utilizes the most cost-effective transportation method suitable for your specific needs. This means if public transportation isn’t feasible and you can’t use your own car, NEMT will arrange transportation, possibly including specialized medical vehicles, based on your medical and transportation requirements. Keep in mind, you might be sharing a ride with other individuals.

Alt text: Wheelchair user being lifted into a medical transport van, highlighting accessible non-emergency medical transportation.

Eligibility for Free Medical Rides

You can access free transportation to your medical appointments if you meet specific criteria, primarily if you lack other transportation options and are enrolled in qualifying Wisconsin programs.

For detailed eligibility information, refer to the Who Can Get Free Rides to Appointments? fact sheet, P-00533.

Contacting the NEMT Manager

To arrange, manage, or cancel your NEMT trips, or to file any complaints, you can reach out to the NEMT manager via phone at 866-907-1493 or through TTY at 711. When you call, the automated system will guide you through these options:

Scheduling a new trip for an upcoming appointment.
Requesting a pickup for your return journey after your appointment concludes.
Checking on the location of your scheduled ride if it hasn’t arrived as expected.
Modifying details of an existing trip.
Canceling a planned trip.
Filing a formal complaint about the service.
Assistance for facilities or Medicaid providers.

For online management of your trips, including booking and cancellations, you can use the MTM Link Portal.

For Frequently Asked Questions (FAQs), access to necessary forms, trip logs, or to submit a complaint online, visit the MTM Wisconsin website.

How NEMT Services Function

Option 1: Arranging a Free Ride

When you schedule your ride, you can include additional riders, provided you inform the NEMT manager beforehand. Additional riders can be:

Necessary medical attendants or escorts to assist you.
Your children who need to accompany you.
Legal dependents or individuals under your care.
Riders specifically requested by your healthcare provider for medical reasons.

Scheduling your ride can be done either by phone or online, depending on your situation:

First-time NEMT users and those traveling to a new appointment location must schedule their rides via phone.
If you are returning to a previously visited appointment location, you have the convenience of online scheduling.

Phone Scheduling: Dial 866-907-1493 or 711 (TTY). Be prepared to provide the following information:

Your full name for identification.
Your date of birth for verification.
Your current home address for pickup location.
Your contact phone number.
Your ForwardHealth member ID (a 10-digit number on your ID card).
The pickup address, if different from your home address.
Complete details of your healthcare provider: name, phone number, full address, and ZIP code.
The precise date and time of your medical appointment.
The estimated end time of your appointment, if available.
Any specific transportation needs, such as if you are accompanied by a child or a medically necessary attendant.
A brief reason for your appointment (e.g., check-up, specialist visit).

Online Scheduling: Visit the MTM Link Portal. Online bookings must be made at least two full business days before your scheduled appointment. You will need to create an account and provide:

Your full name.
Date of birth for verification.
ForwardHealth ID for service eligibility confirmation.
A valid email address for account management and notifications.

Managing Your Scheduled Trip: For any changes, cancellations, or to file complaints regarding your trip, contact 866-907-1493 or 711 (TTY). Online modifications and cancellations can also be done through the MTM Link Portal.

Text Message Reminders: Opt-in for text message updates from NEMT to receive ride confirmations and manage your trips more efficiently. These text messages allow you to:

Cancel your ride if needed.
Request a return trip after your appointment via text.
Receive arrival alerts to know when your ride is approaching.
Get detailed information about your scheduled trip.
Obtain driver information for your ride.
Receive reminders for upcoming appointments to help you stay on schedule.
Have the option to rate your trip experience post-ride.

Filing a Complaint: Anyone, including healthcare providers, can file complaints about NEMT services. Reasons for complaints can include:

Driver tardiness or delays.
Difficulties encountered while trying to book a ride.
Extended waiting periods for transportation.

To file a complaint, you can:

Call 866-907-1493 or 711 (TTY) to speak directly with a representative.
Send a written complaint to:
- Quality Assurance
  8383 Greenway Blvd.
  Suite 400
  Middleton, WI 53562
Submit your complaint online through the MTM website contact form.

When filing a complaint, ensure you have the following details ready:

Your full name.
Your ForwardHealth ID for identification.
The date of the service in question or your trip number if available.

Service Denials: In some instances, your request for NEMT services might be denied. If you receive a denial while scheduling a ride over the phone, you have the right to request an immediate transfer to an independent reviewer who can re-evaluate your case during the same call.

If your online ride request is denied, you have options to appeal:

Member Ombuds Appeal: Call 866-907-1493 or 711 (TTY) and request to speak with the member ombuds for a review. NEMT will then send you a formal letter detailing the final decision. This is often the quickest route to resolve a denial.
Fair Hearing Request: You can formally request a fair hearing by completing the Request a Fair Hearing form and mailing it to:
- Department of Administration
  Division of Hearings and Appeals
  PO Box 7875
  Madison, WI 53707-7875

Your fair hearing request must be submitted within 45 days from the date printed on your service denial letter.

For more information on this process, please read the How Do I File a Complaint or Ask for a Fair Hearing? fact sheet, P-00533D.

Option 2: Gas Reimbursement

If you have personal transportation and can drive yourself to your appointments but are facing financial constraints due to gas costs, NEMT offers a gas reimbursement program. By completing a trip log, you can receive compensation for your mileage. Currently, the reimbursement rate is 24 cents per mile for every mile driven to and from your medical appointment.

Before your appointment, contact the NEMT manager at 866-907-1493 or 711 (TTY) to request trip logs. These can be mailed to you, or you can download them directly from the MTM website.

Fill out the trip log accurately with the following essential details:

The exact date of your medical appointment.
The scheduled time of your appointment.
Indicate whether it’s a round trip or a one-way journey.
Your starting address for the trip.
The full name of your healthcare provider.
Your healthcare provider’s contact phone number.
The complete address of your healthcare provider’s office.

At your appointment, request a signature on your trip log from your doctor, nurse, or a staff member at the front desk to validate your visit.

Submit your completed trip log within 12 months of the appointment date. You can submit it online via the MTM online portal or mail it to:

8383 Greenway Blvd.
Suite 400
Middleton, WI 53562
Fax: 888-512-2082

NEMT offers three payment methods for your gas reimbursement:

A paper check sent to your mailing address.
Direct deposit into your bank account.
A new reloadable Visa debit card for convenient access to funds.

You can select or update your preferred payment method by completing the Payment Update Instructions form and submitting it to the NEMT manager.

NEMT Resources

For further information, NEMT provides fact sheets on various aspects of their services.