Non-Emergency Medical Transportation (NEMT) FAQs for Participants

Non-Emergency Medical Transportation (NEMT)

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

To learn more, call Constituent Services at 800-392-2161.

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? 

In Missouri, the vendor for NEMT is MTM. If you are unhappy with the services that MTM provides, you may file a grievance or complaint. 

To file a complaint about NEMT, call MTM Health’s "We Care" Line at (866) 436-0457 (TTY: 711). You may also use the MTM online form. MTM Health will follow up on all complaints.

Can I choose what kind of transportation I get? 

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. 

Scheduling a Ride

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
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. 

Can I ride with my child?

If you are under 17 years old, a parent/guardian must ride with you. If the NEMT services are for a child under 21, NEMT services must be set-up for one parent/guardian to go with the child, if requested.

Mileage Reimbursement 

What is NEMT Mileage Reimbursement?

If you drive yourself or someone else to a covered medical appointment, you may qualify to be reimbursed for your mileage, at 67¢ per mile. The mileage reimbursement is covered by the Non-Emergency Medical Transportation (NEMT) benefit.

To learn more, visit the NEMT webpage for participants

How do I know if the trip distance is appropriate?

The participant must request NEMT services to a MO HealthNet qualified, enrolled medical service provider located within the travel standards, willing to accept the participant. The travel standards are based on the participant’s county of residence. Counties are classified as urban, basic, and rural. The counties are categorized as follows:

  • Urban - Clay, Greene, Jackson, Jefferson, St. Charles, St. Louis and St. Louis City
  • Basic - Boone, Buchanan, Cape Girardeau, Cass, Christian, Cole, Franklin, Jasper, Johnson, Lincoln, Newton, Platte, Pulaski, St. Francois and Taney
  • Rural - All other counties

The mileage that a participant can travel is based on the county classification and the type of provider being seen. The following table contains the mileage allowed under the travel standards for different types of providers.

Travel Standards: Maximum Mileage

Physicians
Provider/Service Type

Urban Access County

Basic Access County

Rural Access County

Primary Care Physicians (PCP)

10

20

30

Obstetrics/Gynecology

15

30

60

Neurology

25

50

100

Dermatology

25

50

100

Physical Medicine/Rehab

25

50

100

Podiatry

25

50

100

Vision Care/Primary Eye Care

15

30

60

Allergy

25

50

100

Cardiology

25

50

100

Endocrinology

25

50

100

Gastroenterology

25

50

100

Hematology/Oncology

25

50

100

Infectious Disease

25

50

100

Nephrology

25

50

100

Ophthalmology

25

50

100

Orthopedics

25

50

100

Otolaryngology

25

50

100

Pediatric

25

50

100

Pulmonary Disease

25

50

100

Rheumatology

25

50

100

Urology

25

50

100

General surgery

15

30

60

Psychiatrist-Adult/General

15

40

80

Psychiatrist-Child/Adolescent

22

45

90

Psychologists/Other Therapists

10

20

40

Chiropractor

15

30

60

Hospitals
Provider/Service Type

Urban Access County

Basic Access County

Rural Access County

Basic Hospital

30

30

30

Secondary Hospital

50

50

50

Tertiary Services
Provider/Service Type

Urban Access County

Basic Access County

Rural Access County

Level I or Level II trauma unit

100

100

100

Neonatal intensive care unit

100

100

100

Perinatology services

100

100

100

Comprehensive cancer services

100

100

100

Comprehensive cardiac services

100

100

100

Pediatric subspecialty care

100

100

100

Mental Health Facilities
Provider/Service Type

Urban Access County

Basic Access County

Rural Access County

Inpatient mental health treatment facility

25

40

75

Ambulatory mental health treatment providers

15

25

45

Residential mental health treatment providers

20

30

50

Therapy Services
Provider/Service Type

Urban Access County

Basic Access County

Rural Access County

Physical Therapy

30

30

30

Occupational Therapy

30

30

30

Speech Therapy

50

50

50

Audiology

50

50

50

 

The transportation broker must transport the participant when the participant has chosen a qualified, enrolled medical service provider who is not within the travel standards if the participant is eligible for one of the exceptions listed below and can provide proof of the exception:

  • The participant has a previous history of other than routine medical care with the qualified, enrolled medical service provider for a special condition or illness.
  • The participant has been referred by a PCP to a qualified, enrolled medical service provider for a special condition or illness.
  • There is not a routine or specialty care appointment available within 30 calendar days to a qualified, enrolled medical service provider within the travel standards.

The broker shall transport the participant to the following MO HealthNet covered services without regard to the travel standards:

  • The participant is scheduled for an appointment arranged by the Family Support Division (FSD) for a Medical Review Determination (MRD) to determine continued MO HealthNet eligibility.
  • The participant has been locked into a medical service provider by the state agency. The broker shall receive prior authorization from the MO HealthNet for lock-in trips that exceed the travel standards.
  • The broker must transport the participant when the participant has chosen to receive MO HealthNet covered services free of charge from the Veterans Administration or Shriners Hospitals. Transportation to these facilities must be to the closest, most appropriate Veterans Administration or Shriners Hospital. The broker must document and maintain verification of service for each transport provided to free care. The broker must verify each request of such transport meets all NEMT criteria including, but not limited to participant eligibility and MO HealthNet covered service.
How do I use the MTM Mobile App to submit mileage for reimbursement?

Claiming Gas Mileage Reimbursement (GMR) Trips

If your health plan allows GMR, you can submit your claims from the mobile app. This means you do not need to use a paper trip log. You will receive payment quicker. Your claim must be submitted on the day of your valid GMR ride. You can only submit a full claim. You cannot submit a partial claim.

When you begin your trip from your starting address, click the green button with the words ‘I’m Leaving.’ You must click this button to begin your trip.

When you arrive at your doctor, click the green button with the words ‘I’m Here’. This will collect your location information. You must end the trip using the same mobile device you used to start the trip. If you use a different device, you will receive an error message that says we cannot process your request.

MTM Link will make sure your location matches your doctor’s address. You will see a message that says ‘Location Verified.’ If your location does not match, you will see a message that says we could not verify your location.

Click the ‘Submit Reimbursement’ button after the location has been verified for all legs of your ride.

You will see a message that your claim was submitted.

To see the status and details of your claim, click on the Details View from your Daily View.

Click the “i” icon next to Reimbursement Status. This will show more details about your claim.

Please note, you must submit your claim the day of your trip. You cannot submit it via the mobile app after that day. You will need to complete a paper trip log.

MTM Mobile App

How can I learn more about the mobile app that is used to schedule rides?

Visit the webpage: MTM Link Member Mobile App User Guide.

How do I use the MTM Mobile App to submit mileage for reimbursement?

Claiming Gas Mileage Reimbursement (GMR) Trips

If your health plan allows GMR, you can submit your claims from the mobile app. This means you do not need to use a paper trip log. You will receive payment quicker. Your claim must be submitted on the day of your valid GMR ride. You can only submit a full claim. You cannot submit a partial claim.

When you begin your trip from your starting address, click the green button with the words ‘I’m Leaving.’ You must click this button to begin your trip.

When you arrive at your doctor, click the green button with the words ‘I’m Here’. This will collect your location information. You must end the trip using the same mobile device you used to start the trip. If you use a different device, you will receive an error message that says we cannot process your request.

MTM Link will make sure your location matches your doctor’s address. You will see a message that says ‘Location Verified.’ If your location does not match, you will see a message that says we could not verify your location.

Click the ‘Submit Reimbursement’ button after the location has been verified for all legs of your ride.

You will see a message that your claim was submitted.

To see the status and details of your claim, click on the Details View from your Daily View.

Click the “i” icon next to Reimbursement Status. This will show more details about your claim.

Please note, you must submit your claim the day of your trip. You cannot submit it via the mobile app after that day. You will need to complete a paper trip log.

Visit the webpage: Non-Emergency Medical Transportation.