- What is Non-Emergency Medical Transportation?
If you don’t have a ride to your scheduled appointment, you may be able to get a ride for free. Non-Emergency Medical Transportation (NEMT) is a service for eligible MO HealthNet participants that provides transportation to covered MO HealthNet services.
NEMT can include public transportation, bus tokens, vans, taxis, ambulance, ride shares, or even an airplane if needed to get you to your healthcare appointment. You may also be able to get help with gas costs if you have a car or have a friend who can take you.
For more information, visit Non-Emergency Medical Transportation.
- What is MTM?
MO HealthNet’s NEMT program is managed by Medical Transportation Management (MTM) Health. MTM Health is dedicated to providing safe, reliable rides for MO HealthNet participants for covered services.
- Where can I get a ride to?
To schedule a ride you must be covered by MO HealthNet on the day you get the service. NEMT can help you with a ride to covered MO HealthNet services. Some examples include:
- Visits with your Primary Care Provider or specialist (including pregnancy check-ups)
- Behavioral health follow-ups after a hospital stay
- Dental appointments
- Counseling
- Eye exams
- How do I schedule a ride?
Schedule your ride at least three days before your appointment unless you need to go to urgent care or are being discharged from the hospital. There are many ways to schedule a ride, including:
- Online: Visit mtm-inc.net/Missouri to schedule a ride online
- Mobile App: Download the MTM Link Member app
- Phone: Call your health plan Monday – Friday, 7am to 6pm
- MO HealthNet (straight Medicaid): (866) 269-5927
- Home State Health: (855) 694-4663
- Show Me Healthy Kids: (877) 236-1020
- Healthy Blue: (888) 597-1193
- United HealthCare: (844) 529-1801
- How do I get a ride back from my medical appointment?
When you are ready to be picked up from your medical appointment and go home, there are a few different ways you can contact MTM:
- Mobile App: Open the MTM Link Member app and press “I’m Ready”
- Text: If you are opted in for text messages you will receive a text, “Thanks for riding with us! Reply ‘READY’ when you are ready to be picked up.” When your appointment is over, you can respond “Ready” to the text.
- Call: Call your health plan Monday – Friday, 7am to 6pm
- MO HealthNet (straight Medicaid): (866) 269-5927
- Home State Health: (855) 694-4663
- Show Me Healthy Kids: (877) 236-1020
- Healthy Blue: (888) 597-1193
- United HealthCare: (844) 529-1801
- What are some things that I CANNOT get a ride to?
MTM Health cannot arrange rides for you to go to:
- The pharmacy (unless you have a scheduled vaccination appointment)
- Certain Durable Medical Equipment services
- Some Comprehensive Substance Treatment Abuse and Rehabilitation services
- Developmental Disability Waiver services
- Some Community Psychiatric Rehabilitation services
- Adult day care services
- Serviced provided in your home
You may also be asked for a note from your provider if the covered service is over a certain number of miles away from your home.
- What do I do if my ride is late?
Call MTM Health at (866) 269-5944 (TTY: 711) if:
- You have waited more than 15 minutes after the pick-up time scheduled during the original ride request
- You have waited more than one hour after calling MTM Health to schedule a return ride, if a return ride was not scheduled during the original request
You cannot reach the driver
- How do I file a complaint?
To file a complaint about NEMT, call MTM Health’s We Care Line at (866) 436-0457 (TTY: 711) if you have a complaint about the service you received. You may also use the MTM online form. MTM Health will follow up on all complaints.
- Can I choose what kind of transportation I am provided?
You do not have a choice of transportation providers. The NEMT program must use the most appropriate transportation based on your medical needs. This may include transit/bus tokens, gas reimbursement, taxi, rideshare services, or vans.
- What if I need translation services?
Translation services are available at no cost if needed. If you are deaf or hard of hearing, call Relay Missouri at 711.
- How old do I need to be to use NEMT services?
If you are under 17 years old, a parent/guardian must ride with you. If the NEMT services are for a child under 21, the service must be set up for one parent/guardian to go with you, if requested.
- Can I get a ride for an emergency?
NEMT is not for emergencies. If you have an emergency, call 911 or your local emergency phone number.