Missouri Medical Facilities

MTM provides rides for eligible MO HealthNet participants. The NEMT program helps MO HealthNet participants access free rides. We will provide rides to covered services if the participant has no other way to get there. For participants who are eligible for NEMT services, MTM can arrange rides for them to go to:

• An appointment with a health care provider that takes MO HealthNet.
• An appointment for a service covered by MO HealthNet.
• An appointment with a health care provider near where the participant lives; if the provider is far away, the participant may need to say why and get a note from their doctor.

We cannot arrange rides for participants to go to:

• The pharmacy, unless receiving a scheduled vaccination;
• Certain Durable Medical Equipment (DME) services;
• Some Comprehensive Substance Treatment Abuse and Rehabilitation (CSTAR) services;
• Developmental Disability (DD) Waiver services;
• Some Community Psychiatric Rehabilitation (CPR) services;
• Adult day care services; and
• Services provided in home.

NEMT requests must be scheduled in advance. For participants who live in urban counties, we require at least two (2) days advance notice. For participants who live in basic or rural counties, we require at least three (3) days advance notice. Urgent trips will be scheduled as needed.

MTM’s customer service center is open from 7 a.m. to 6 p.m., Monday through Friday for scheduling routine appointments. Additionally, urgent requests are taken 24 hours a day, seven days a week. Please call 1-866-269-5927 to phone in transportation requests.

An urgent trip is an unscheduled episodic situation in which there is no immediate threat to life or limb, but the participant must be seen on the day of the request and treatment cannot be delayed until the next day, or any trip needed before the two (2) or three (3) days’ notice. 

Yes, MTM can schedule recurring trips, eliminating the need to schedule each trip individually. Recurring trips can be scheduled up to six (6) months at a time.

Based on the participant’s needs, MTM offers the following modes of transportation:

• Gas mileage reimbursement if a friend or family member can drive to the appointment.
• Public transit services if the participant’s home and destination are within three (3) blocks of a bus stop, and they can walk there independently and safely.
• Sedan vehicle if the participant can walk between the door of their home/destination and the vehicle.
• Wheelchair-equipped vehicle if the participant utilizes a mobility device.
• Stretcher van if the participant is confined to a bed and cannot transfer to a wheelchair.
• Non-emergency ambulance if the participant requires medical care during transport.

 

If a participant says they are unable to utilize public transportation or gas mileage reimbursement, their healthcare provider will be required to fill out our Level of Need (LON) assessment form. This form communicates the participant’s actual needs to MTM for appropriate transportation mode assignment. Certain participants are not required to utilize public transportation, including those in a high-risk pregnancy; those who are eight months or more pregnant; those with high risk cardiac conditions; those with severe breathing problems; and any other circumstances in which public transportation is not medically appropriate. 

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 participant is ready for their ride home. MTM will dispatch the trip and the transportation provider will arrive within one (1) hour. Call MTM at 1-866-269-5927 to find out the status of a transportation provider’s estimated arrival time.

If you or a participant experiences an issue with NEMT, call MTM’s “We Care Line” at 1-866-436-0457 or fill out our convenient online form. We will follow up on all complaints and contact all parties involved in the scheduling and transport to resolve the issue.