Medicaid: Non-Emergency Medical Transportation

You can travel with additional riders as long as you notify the NEMT manager when you schedule your ride. Additional riders can include:

• Medically necessary attendants or escorts.
• Children.
• Legal dependents or other people in your care.
• Riders requested by your healthcare provider.

You can schedule your ride on the phone or online, depending on the following:

• If you haven't used NEMT services before, you must schedule over the phone.
• If you are going to a new appointment location, you must schedule over the phone.
• You can schedule online if you've already gone to the appointment location.

To schedule on the phone: Call 866-907-1493 or 711 (TTY). Make sure you have your:

• Name.
• Date of birth.
• Home address.
• Phone number.
• Your ForwardHealth member ID (the 10 numbers listed on your ID card).
• Your phone number and the street address where you want to be picked up.
• The name, phone number, address, and ZIP code of the provider you’re seeing.
• The time and date of your appointment.
• The end time of your appointment if you know it.
• Any special needs for the ride, including whether you’re bringing your child or a medically necessary escort or attendant.
• The general reason for the appointment (checkup, eye appointment, etc.).

To schedule online: Go to the MTM Link Portal (opens external link). You’ll need to schedule rides at least two full business days before your appointment. You’ll also need to create an account, which means you’ll need your:

• Name.
• Date of birth.
• ForwardHealth ID.
• Email address.

Managing your trip: To make changes to your trip or cancel your trip, as well as submit complaints, call 866-907-1493 or 711 (TTY).

To book, make changes, or cancel trips online, visit the MTM Link Portal (opens external link).

Get reminder text messages: You can sign up to get optional text messages from the NEMT manager. These texts allow you to cancel a ride or ask for a return ride via text. You can also get:

• Arrival alerts.
• Details about your trip.
• Information about your driver.
• Upcoming trip reminders.
• An option to rate your trip afterward.

Filing a complaint: Anyone, including health care providers, can file a complaint with the NEMT manager about ride services. Complaints may be about things like:

• Drivers who are late.
• Having a hard time getting a ride.
• Long wait times.

You can file a complaint by:

• Calling 866-907-1493 or 711 (TTY).
• Writing to:
  • Quality Assurance
    8383 Greenway Blvd.
    Suite 400
    Middleton, WI 53562
• Logging it online (opens external link).

When filing a complaint, you’ll need your:

• Name.
• ForwardHealth ID.
• Date of service or trip number.

Denied services: Sometimes, your request for a transportation service may be denied. If you’re on the phone scheduling a ride and your request is denied, you can ask to be transferred to an independent reviewer to reconsider your case on the same phone call.

If you’re online scheduling a ride and your request is denied, you can:

• Appeal with the member ombuds: Call 866-907-1493 or 711 (TTY) and ask to speak to the member ombuds. The NEMT manager will send you a letter when a final decision has been made. This may be the fastest way to resolve your denial.
• Request a fair hearing: Complete the Request a Fair Hearing form (opens external link) and send it to:
  • Department of Administration
    Division of Hearings and Appeals
    PO Box 7875
    Madison, WI 53707-7875

You must submit your request within 45 days of the date on your denial letter.

Read How Do I File a Complaint or Ask for a Fair Hearing? fact sheet, P-00533D

Before your appointment, call the NEMT manager at 866-907-1493 or 711 (TTY). Ask for trip logs to be mailed to you or download them online (opens external link).

Fill out your trip log with the following information:

• Appointment date.
• Appointment time.
• Type of trip (round trip or one way).
• Starting address.
• Health care provider’s name.
• Health care provider’s phone number.
• Health care provider’s address.

At your appointment, ask your doctor, a nurse, or front desk staff member to sign your trip log.

Within 12 months of the trip, submit the completed log online (opens external link) or send to:

8383 Greenway Blvd.
Suite 400
Middleton, WI 53562
Fax: 888-512-2082

There are three different options to receive your gas money from the NEMT manager: 

• Paper check mailed to you. 
• Direct deposit. 
• NEW reloadable Visa debit card.

You can choose or update your preferred payment method (opens external link) with the NEMT manager.