If you're a Medicaid beneficiary or a healthcare provider coordinating patient rides, you've likely encountered MTM non emergency medical transportation at some point. MTM Inc. is one of the largest NEMT brokers in the United States, managing millions of trips annually for members who need help getting to and from medical appointments.

But actually scheduling a ride through MTM, knowing which number to call, what information you need, and whether you or your patient even qualifies, isn't always straightforward. Eligibility rules vary by state, and the process can feel different depending on which Medicaid plan you're working with. That confusion leads to missed appointments, delayed care, and unnecessary administrative headaches for everyone involved.

This guide breaks down how MTM's NEMT services work, how to schedule rides, and what to expect state by state. We'll also cover common challenges providers face when coordinating transportation through brokers like MTM. At VectorCare, we build patient logistics software that helps healthcare organizations manage transportation coordination, including working with NEMT providers, from a single platform. So we understand these workflows inside and out, and we wrote this guide to help you navigate the process with fewer roadblocks.

What MTM NEMT is and who can use it

MTM Inc. (short for Medical Transportation Management) is a managed care organization that contracts with state Medicaid agencies and health plans to coordinate non-emergency medical transportation for eligible members. Rather than owning a fleet of vehicles, MTM acts as a transportation broker: it receives trip requests, verifies eligibility, and then assigns rides to a network of approved transportation providers in a given area. When you hear people talk about MTM non emergency medical transportation, they're referring to this broker-driven model where MTM manages the logistics between the patient, the health plan, and the actual driver or transport company.

How MTM fits into the Medicaid system

Medicaid is required by federal law to cover transportation to and from medically necessary appointments for eligible beneficiaries who have no other way to get there. But individual states administer their own Medicaid programs, which means each state decides how to deliver that benefit. Many states contract with brokers like MTM to handle coordination rather than managing transportation in-house. MTM holds contracts in more than 30 states, serving millions of members across Medicaid managed care plans, Medicare Advantage plans, and other government-funded health programs.

When a state uses a broker model, MTM becomes the single point of contact for scheduling, routing, and quality oversight, removing significant administrative burden from the state agency itself.

This arrangement also means your experience with MTM can vary depending on the state and the specific health plan involved. A member in Missouri may follow a different booking process than a member in New York, even though both work through MTM. If you're coordinating rides for patients across multiple states, you need to confirm the rules for each plan separately.

Who qualifies for MTM rides

Eligibility for MTM rides depends on two main criteria: enrollment in a qualifying health plan and documented inability to access transportation through other means. Medicaid members are typically eligible if they are enrolled in a state plan or managed care organization (MCO) that has contracted with MTM. You generally need to demonstrate that the patient lacks access to a personal vehicle, cannot use public transit due to a medical condition, and that no family member or caregiver is available to provide transport.

MTM typically serves members who need rides to:

• Primary care, specialist, and behavioral health appointments
• Dialysis and chemotherapy treatments
• Pharmacy visits for prescription pickups
• Lab work, imaging, and diagnostic services
• Dental and vision appointments (where covered by the plan)

Healthcare providers coordinating care for these patients should know that trip authorization requirements vary by plan. Some ride types require prior approval, while others can be booked on shorter notice. Knowing which category a patient's appointment falls into will save you real scheduling time and prevent last-minute scrambles.

What MTM does not cover

MTM does not cover rides for non-medical purposes, and it does not provide transportation for emergencies that require 911 or an ambulance response. If a patient needs emergency transport, that falls entirely outside MTM's scope. MTM also does not typically cover rides to appointments outside the member's designated service area unless a specialized out-of-area referral has been approved in advance by the health plan.

Beyond geographic limits, be aware that last-minute cancellations and no-shows can affect a member's future eligibility for rides under certain plans. If a member repeatedly misses scheduled pickups without notice, some plans flag the account and require additional steps before future trips are approved. Understanding these boundaries ahead of time helps both the patient and your care team avoid unnecessary disruptions to scheduled care.

What you can book and what you need

Before you pick up the phone or log into a portal, it helps to know exactly what MTM non emergency medical transportation covers and what documents you'll need on hand. Getting this right the first time cuts down on hold times, rejected requests, and rescheduled appointments.

Types of rides MTM offers

MTM coordinates several vehicle types, and the type assigned to a member depends on their documented medical needs at the time of booking. A member who can walk and climb steps without assistance will typically receive a standard sedan or rideshare-style vehicle. Members with mobility limitations may qualify for a wheelchair-accessible van (WAV), and those who need to travel in a reclined position or require medical monitoring during transport may be eligible for stretcher or ambulance car service.

The vehicle type is not something you choose freely. MTM assigns it based on documentation from the member's treating provider, so make sure that documentation reflects the patient's actual functional status.

Here is a breakdown of the common ride types available through MTM:

Vehicle Type	Who It Fits
Sedan / Rideshare	Ambulatory members with no mobility aids
Wheelchair-Accessible Van	Members using manual or power wheelchairs
Ambulatory Assistance	Members who need help boarding and exiting
Stretcher Transport	Members who cannot sit upright for the duration of the trip
Mileage Reimbursement	Members with access to a personal vehicle or a volunteer driver

What information you need before you call

Having the right information ready before you contact MTM saves significant time. Missing even one piece of information can push the booking to a second call or delay authorization entirely.

You will need the following details ready:

• Member's Medicaid ID number and date of birth
• Name, address, and phone number of the medical facility
• Appointment date, time, and expected duration of the visit
• The provider's NPI number or facility code if your plan requires it
• Whether the member needs a return trip and the estimated pickup time
• Any medical necessity documentation if the member requires a WAV or stretcher

For healthcare providers coordinating rides on behalf of patients, confirm that the member has an active Medicaid enrollment in the plan contracted with MTM before submitting anything. A lapsed enrollment is one of the most common reasons rides get rejected at the point of booking.

How to schedule an MTM ride

Scheduling MTM non emergency medical transportation follows a straightforward process once you have your documents ready. MTM gives members and coordinators two main options: calling their dedicated member services line or submitting a trip request through the MTM Link member portal or mobile app. Both methods work, but they have different lead-time requirements depending on the trip type and your state plan.

Book by phone

Calling MTM's member services line is the most direct route, especially for first-time users or trips with complex medical requirements like wheelchair transport or stretcher service. You can reach MTM at 1-866-436-0457, though the number may differ based on your state contract or health plan. Check your member ID card first, since many Medicaid managed care plans print a plan-specific MTM number on the back.

Call at least three business days before the appointment for standard trips, and allow five or more business days for specialized transport like WAV or stretcher rides.

When you call, have your member ID, appointment details, and any medical necessity documentation ready before the representative picks up. The agent will verify your eligibility, confirm the facility location, and assign a vehicle type based on your documented needs. Before you hang up, ask for a confirmation number and write down the estimated pickup time. If something looks wrong in the confirmation, correct it on the call rather than waiting until the day of the trip.

Book online or through the MTM Link portal

MTM's online portal and mobile app let you submit trip requests, check ride status, and cancel or modify bookings without waiting on hold. You can access the portal at mtm-inc.net or download the MTM Link app from the Apple App Store or Google Play. Once you create an account using your Medicaid ID and date of birth, the system walks you through trip request fields step by step.

Online booking works best for routine, recurring appointments like dialysis or weekly therapy sessions, where the destination and timing stay consistent. You can set up recurring trips in the portal rather than calling in each one individually. Healthcare coordinators managing rides for multiple patients should note that the portal does not currently support bulk scheduling across different member accounts, so phone contact remains the faster path for high-volume coordination needs.

How to find your state MTM phone number

Finding the right MTM contact number matters more than most people expect. MTM manages contracts across more than 30 states, and the number listed on a general resource page may not route you to the correct regional team for your specific plan. Using the wrong number can result in eligibility errors or trip submissions that never get processed. Your best starting point is always the documentation tied directly to the member's specific health plan, not a number pulled from a general internet search.

Check your Medicaid ID card first

Your Medicaid ID card is the most reliable source for the correct MTM contact number. Most state Medicaid managed care plans print a plan-specific transportation line on the back of the member ID card, and that number connects you directly to the right MTM regional center for that plan. If the card shows only a general member services line, call that number and ask specifically for the transportation coordination department to get the correct contact for scheduling rides.

If you coordinate care for multiple patients across different plans, keep a running list of the numbers tied to each plan rather than relying on a single national number. Plan-specific lines route your call to the right service area and reduce the chance of your trip request getting flagged for a mismatch between the member's plan and the regional MTM office.

Use the MTM state-by-state contact directory

MTM publishes contact information through its official website at mtm-inc.net. Once on the site, navigate to the member resources section and look up your state to find the correct phone number and portal access point for your region. This is the most current source for state-level contact details, since numbers can change when contracts are renewed or expanded. Bookmark the page rather than saving a number long-term, since contract renewals can shift regional assignments without much public notice.

Always verify the number through mtm-inc.net or your member ID card rather than relying on third-party listings, which may carry outdated contact information.

Call your state Medicaid office if you're still unsure

When neither the ID card nor the MTM website resolves the question, your state Medicaid office can confirm which broker manages transportation benefits for the member's specific plan. This step is especially useful when a patient has recently switched plans or moved counties, since mtm non emergency medical transportation contracts are tied to specific geographic service areas. A quick call to the Medicaid office eliminates guesswork before you invest time submitting a trip request through the wrong channel.

Fix common issues with MTM rides

Even when you follow the scheduling process correctly, MTM non emergency medical transportation can still run into problems. Rides get canceled without notice, drivers arrive at wrong addresses, or authorization gets rejected at the last minute. Knowing the most common failure points and how to respond to each one saves your care coordination team significant time and prevents appointments from being missed unnecessarily.

When a ride is late or doesn't show

If a driver hasn't arrived within 15 minutes of the scheduled pickup time, call MTM's member services line immediately rather than waiting. Give the representative your confirmation number and the member's Medicaid ID so they can locate the trip in the system quickly. MTM can contact the assigned driver directly or reroute to another provider in the network if the original transport company cannot be reached in time.

Document the time you called and the name of the representative who assisted you, since this information supports any formal complaint you may need to file later.

Keep a running record of late pickups across your patient population. If the same transport provider causes repeated delays or no-shows, escalate to MTM's quality assurance team and request that the provider be reviewed or removed from your area's rotation.

When a trip request gets rejected

Authorization rejections typically happen for one of three reasons: lapsed Medicaid enrollment, a mismatch between the documented medical necessity and the requested vehicle type, or a missing provider code. Before you resubmit, confirm the member's enrollment status directly with their plan rather than through MTM. If the vehicle type triggered the rejection, ask the treating provider to update the medical necessity documentation and resubmit with the corrected form attached.

If the denial notice doesn't clearly explain the reason, call the member services line and request a specific rejection code before resubmitting. Resubmitting without fixing the underlying issue only delays care further.

When a trip gets canceled incorrectly

Occasionally MTM cancels a trip in error, particularly after a plan change or a system update on the payer side. Pull your original confirmation number immediately and call to request reinstatement before assuming the trip is gone. If reinstatement isn't possible before the appointment, escalate to your state Medicaid office and ask for a same-day urgent authorization given the circumstances.

Trips canceled in error are easier to resolve when you have documentation. Saving confirmation numbers and keeping notes on every booking call reduces resolution time significantly when something goes wrong at the last minute.

Next steps

Managing mtm non emergency medical transportation for your patients gets easier once you know the eligibility rules, the correct contact numbers for your state, and how to handle the most common booking problems. You now have a clear picture of who qualifies, what to prepare before scheduling, and how to resolve issues when they come up.

If you coordinate transportation for a large volume of patients, relying on phone calls and manual confirmations adds up fast. VectorCare's patient logistics platform lets healthcare organizations manage NEMT coordination, vendor networks, and scheduling workflows in one place, cutting the administrative time your team spends chasing confirmations and correcting rejected trips. Your care coordinators can focus on patients rather than paperwork.

To see how a unified logistics platform can reduce that burden across your organization, visit VectorCare's patient logistics platform and explore what streamlined transportation coordination looks like in practice.