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. 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.

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.

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 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.

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 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 with the NEMT manager.