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Medicaid: Non-Emergency Medical Transportation Partner Resources

We want to keep our partners up to date about non-emergency medical transportation (NEMT). You can use the resources on this page to learn more about the NEMT benefit and how the Wisconsin Department of Health Services oversees the NEMT manager. You can also share information with members you serve.

If you or your members have questions, email us at DHSNEMTInfo@dhs.wisconsin.gov.

What are NEMT services?

Medicaid must make sure its members get rides to and from covered appointments and services when they don't have any other way to do so. Wisconsin's NEMT manager works with transportation providers, such as public transportation services and specialized medical vehicle companies, to do this.

Types of transportation can include:

  • Public buses.
  • Specialized medical vehicles.
  • Non-emergency ambulance transportation.
  • Other types of vehicles depending on medical or transportation needs.

Members can also get money for gas.

How does Wisconsin choose an NEMT manager?

Wisconsin law requires the Wisconsin Department of Health Services to evaluate our NEMT needs on a regular basis. It gives us the chance to improve the program. For example, the request for proposals (RFP) we sent out in 2021 called for improvements to things like:

  • Customer service.
  • Member protections.
  • Quality assurance.

What changes did Wisconsin add to improve NEMT?

The NEMT contract that started on November 1, 2021, offers a few improvements and changes, including:

  • A dedicated NEMT management unit to support rides related to critical appointments, such as:
    • Chemotherapy.
    • Dental emergencies.
    • Dialysis.
    • Hospital services.
  • A mobile-friendly member portal to manage and schedule rides. The portal also lets you:
    • Request a ride home from an appointment.
    • View driver photos and vehicle information, when available.
    • View the location of your ride in real time.
  • Additional call center standards to improve your experience. These include faster call responses during busy hours.
  • The ability to speak to an independent reviewer if you are denied a ride while trying to schedule on over the phone. The reviewer can reconsider the case.
  • The ability to file complaints online.

How do we make sure your NEMT services are high quality?

The Wisconsin Department of Health Services monitors NEMT services for:

Safety

NEMT drivers are required to get:

  • Background checks.
  • Regular drug tests.
  • Training, with special trainings for drivers who transport children.

Accessibility

There are several requirements that the NEMT manager must follow to make NEMT services easier to use:

  • A dedicated member ombudsman to help members use NEMT services.
  • A third-party member advocate to review issues or complaints.
  • A transportation provider ombudsman to help NEMT drivers and companies with questions and claims processing.
  • Online ride scheduling and complaint submission options.

Transparency and accountability

The Wisconsin Department of Health Services has a full-time employee to review day-to-day NEMT operations and monitor trends. Some requirements that the Contract Monitor tracks include:

  • A requirement to keep all rides 99.7% complaint free.
  • Requirements for specialized medical vehicles to be available around the state.
  • Call center standards to help with call volume during busy times.
  • Electronic ride tracking.

The NEMT manager might have penalties if they do not meet these standards.

Resources

Member fact sheets

If you’d like a free, printed copy of any of these fact sheets, fill out a Forms/Publications Order form, F-80025A and email it as an attachment to dhsfmorder@dhs.wisconsin.gov. You should receive your printed copies in two to four weeks.

Glossary

 
Last revised February 9, 2024