Nevada Members

Effective January 2024, the gas mileage reimbursement rate is changing to $0.21 per mile. This adjustment was made to bring the rate in line with Internal Revenue Service guidance for medical travel and to ensure the long-term sustainability of the non-emergency medical transportation benefit. Even with the reduced reimbursement rate, we encourage members to use this flexible mode of transportation, which complies with all social distancing recommendations. If gas mileage reimbursement is your current approved mode, your only other option is public transportation, if it is available in your service area.

MTM provides rides for Nevada Medicaid members. You must be attending a covered Medicaid service. You must have no other way to get there.

Call us at 1-844-879-7341 before your appointment. We encourage you to call us three business days in advance. If you call with less notice and the trip is not urgent, we may not be able to set up your ride. We schedule routine trips Monday through Saturday from 7 a.m. to 6 p.m.

When you call, please be ready to provide:

• Your name and Medicaid ID number
• Your home address and phone number
• Your doctor’s name, phone number, and address
• The date and time of your appointment
• Any special needs, including if you need someone to ride with you

You can also use our MTM Link member mobile app or web portal to view your trip details. At this time, you cannot schedule new rides through MTM Link due to the high number of public transit trips in Nevada. Click here to register today!

If your appointment is urgent, MTM will set up your ride with less than five business day’s notice. An urgent request is considered to be any illness or injury that requires immediate treatment to prevent a serious decline in your health. This may include a hospital discharge. Call us at 1-844-879-7341, 24 hours a day, seven days a week, to schedule an urgent ride. MTM does not schedule emergency transportation. Emergency transportation requires medical care during the trip. Call 911 if you have an emergency.

You will receive the level of transportation that is most appropriate for your medical condition. We may consult your health care provider. Based on your needs, we will offer you:

• Mileage reimbursement if you, a friend, or family member can drive to the appointment
• Fixed route bus tickets or paratransit services
• Sedan, van, or taxi services, which could include shared ride services such as Uber and Lyft
• Vehicle services equipped to transport wheelchairs and stretcher

We may be able to reimburse you, a friend, or a family member to drive you to your appointments through the MTM Currency program. Reimbursement funds are provided through a Focus Card™. This is a reloadable debit card issued by U.S. Bank. Ask us about this program when you call to set up your trip. If you need support for your Focus Card, call U.S. Bank Cardholder Services at 888-863-0681.

• Be ready for your ride at least 15 minutes prior to the scheduled pick-up time.
• If you scheduled a ride back, your driver should pick you up less than 15 minutes after your visit is over. Call MTM at 1-844-879-7341 if your driver is late or does not pick you up.
• If your visit is over and you did not schedule a ride back, call MTM at 1-844-879-7341. The driver should arrive in less than one hour. Call MTM back if you have waited longer.

Call MTM at 1-844-879-7341 if you need to cancel your trip or make any changes.

Call MTM at 1-844-879-7341 if you:

• Have waited more than 15 minutes after the pick-up time scheduled during the original ride request
• Have waited more than one hour after calling MTM to schedule a return ride, if a return ride was not scheduled during the original request
• Cannot reach the driver

When you call, please tell us if you would like to ride with a certain provider. MTM will try to honor your request. However, we cannot promise your ride will be assigned to the requested provider. The provider must be in our network. MTM does not assign trips to out-of-network providers.

You can expect certain rights and protections from MTM:

• Confidentiality with your personal and medical information
• Courteous, prompt service when booking your trips
• Respect for your transportation needs
• Explanations on why we may need more information or why a trip is denied
• Access to all program information
• Ability to file a complaint or grievance related to MTM’s services without any penalty

We always want to provide excellent service. Call MTM’s We Care Line at 1-866-436-0457 if you have a complaint about your service. You can also make suggestions about how we can serve you better. You may also use our convenient online form. We will follow up on all complaints.

If you disagree with a denial or other decision made by MTM, you can file an appeal, grievance, or State Fair Hearing request. You can do this by calling or writing to us within 90 days of the date on your denial letter. You must tell us you disagree with our decision. Send your letter to:

MTM
Attention: Appeals
16 Hawk Ridge Drive
Lake St. Louis, MO 63367

Call us at 1-866-436-0457 for more information.