MTM - Medicaid Transportation Manager

Key numbers and web addresses:

  • MTM’s hospital discharge reservation line: (866) 907-1497.
  • MTM’s fax line for faxed transportation requests:  (866) 686-7618
  • MTM’s Where’s My Ride line: (866) 907-1494.
  • MTM’s complaint/We Care line:  (866) 436-0457
  • MTM’s complaint/We Care online submission form:


Effective August 1, 2013, the Department of Health Services (DHS) is contracting with MTM, Inc. to coordinate non-emergency medical transportation (NEMT) services for most, but not all, Medicaid and BaderCare Plus members.  No changes have been made to policies or processes regarding emergency transportation; MTM does not arrange for emergency transportation.

MTM and DHS have developed various materials that describe the transportation management system for Medicaid. Those materials can be found below under the “Resources” tab.

Key facts:

  • Beginning August 1, 2013, hospitals seeking non-emergent transportation for a Medicaid or BadgerCare Plus member that is leaving the hospital should call MTM to arrange for transportation, except in the following circumstances:
    • The member has their own means of appropriate transportation;
    • The member is a resident of a nursing home.
  • If a hospital is discharging an individual that needs non-emergency ambulance transportation with life support services, the hospital may arrange for such transportation either through MTM or directly with the ambulance provider. See the June 2012 Forward Health Update below for more information.
  • By contract, MTM must provide appropriate transportation within three hours of a hospital’s request for discharge transportation. MTM is entering into contracts with transportation providers throughout the state to ensure this requirement is met. Contracted transportation providers must meet certain certification requirements, including driver background checks, drug testing, etc.
  • MTM will manage requests for transportation from a Medicaid recipient’s residence to and from a clinic differently than a request from a hospital. For example, Logisticare has put in place rules encouraging Medicaid recipients and/or clinics to schedule recurring transportation needs in advance.


Staff Contact:

Matthew Stanford

General Counsel