Medicaid Transportation

Medicaid transportation encompasses both non-emergency medical transportation (NEMT) and emergency medical transportation (EMT) to ensure Medicaid enrolled individuals have access to Medicaid covered services.

Medicaid Non-Emergent Medical Transportation

Medicaid NEMT is covered only when you have no other means of transportation to receive your Medicaid services. It is provided in the least costly manner and most appropriate mode or vehicle.  Click on the links below to find out which option is right for you.

NEMT Modes of Transportation

Family and Friends Mileage Reimbursement Program

Medicaid individuals use the Family and Friends Mileage Reimbursement Program if they have a car, or a friend or family member with a car, who can drive them to their Medicaid covered service. If you have a car and do not want to enroll in the Family and Friends Program, you need to meet one (1) of the following to qualify for other transportation services: 

  • No valid driver’s license,
  • No working vehicle available in the household,
  • Unable to travel or wait for services alone, or
  • Have a physical, cognitive, mental or developmental limitation.

To enroll in the Family and Friends Mileage Reimbursement Program, or to find out more information on the Program, contact your Health Plan's transportation broker.  Mileage reimbursement rates may vary.  

Public Transportation

If you do not have a car or a car is not available to you, you are required to use public transportation if:

  • You live less than one half mile from a bus route,
  • The Provider is less than one half mile from the bus route, and 
  • You are an adult under the age of sixty-five (65). 

Exceptions to public transportation requirement are: 

  • You have two (2) or more children under age six (6) who need to travel with you, 
  • You have one (1) or more children over age six (6) who has limited mobility and needs to accompany you to the appointment, or
  • You have at least one (1) of the following conditions:
    • Pregnant or up to six (6) weeks post-partum,
    • Moderate to severe respiratory condition with or without an oxygen dependency,
    • Limited mobility (walker, cane, wheelchair, amputee, etc.),
    • Visually impaired,
    • Developmentally delayed,
    • Significant and incapacitating degree of mental illness, or
    • Other exception by Provider approval only.

To find out more information on Public Transportation, contact your Health Plan's transportation broker.

Scheduled Rides

If public transportation is not an option, you can receive transportation scheduled by your Health Plan's transportation broker. Transportation brokers manage a network of local qualified transportation providers. Transportation providers include sedan/taxi, wheelchair/paralift, ambulance and more. Schedule your ride by contacting your Health Plan's transportation broker in advance of your Medicaid appointment.  Contact your Health Plan's transportation broker for more information. 

 

What To Know Before You Go

1. Know who to call:  All Medicaid enrolled individuals who are eligible for transportation services and: 

DO NOT receive transportation services through a Medicaid health plan (shown below) should contact CTS to schedule a ride at 1-844-259-4780 (TDD: 7-1-1 or 1-800-735-2964) Monday through Friday, 8:00a.m. to 5:00p.m. EST.  Visit Medicaid Fee for Service for more information.

DO receive transportation services from a Medicaid health plan should contact the Health Plan's broker call center located on the Quick Summary Guide.  More information on health plan transportation can be found on the plan's website. This includes transportation for dental services for individual up to the age of 21 enrolled in a health plan.

 

             Well Sense logo

Medicaid Transportation Resources

Other Transportation Resources

Below are other transportation resources if you, or the services you are seeking a ride to, are not Medicaid-eligible.

Adult Dental: Contact CTS toll-free at 1-844-304-6630 in advance of the appointment, Monday through Wednesday, 8:00 a.m. to 8:00 p.m. ET and Thursday through Friday, 8:00 a.m. to 6:00 p.m. ET. Contact CTS to schedule Family and Friends Mileage Reimbursement, public transportation or a ride to a provider office or facility.

2. Know the rules: NH Medicaid is required to have rules for transportation. Here are a few.  For a full list, contact your Medicaid health plan.

  • You will need a valid driver's license, or your family member or friend needs a valid driver's license if they are driving you to Medicaid covered services.
  • Transportation is only to Medicaid covered services unless authorized by your Medicaid health plan.  Call your health plan for details.
  • Transportation is only from your point of origin unless authorized by your Medicaid health plan. Point of origin means your residence as it is listed on file with your health plan. Call your health plan for details. 
  • Mileage: The maximum allowed traveled round trip mileage to Medicaid enrolled providers cannot exceed the following limits unless authorized by your Medicaid health plan:
    (1)  75 miles to a hospital
    (2)  45 miles to a physician or mental health provider
    (3)  300 miles to a dentist
    (4)  75 miles to a physical, speech, or occupational therapist
    (5)  90 miles to a dialysis provider
    (6)  400 miles to a referred medical provider; and
    (7)  20 miles to a pharmacy.

3. Complete all forms needed for your transportation

  • Complete the application for Family and Friends.  
  • Ask your provider to fill out a Mobility Form if you need special accommodations for a ride, like an ambulance or wheelchair van.
  • Make sure to have your voice heard and give feedback if you are not satisfied.

 

Helpful Resources for Medical Providers and Ambulance Companies

A Medical Provider may schedule rides on behalf of a Medicaid member.  Use the Quick Summary Guide and contact the member's health plan in advance of the appointment.

Other helpful materials

NH Medicaid Ambulance Reference Guide

 

Medicaid Emergency Medical Transportation

If you are experiencing a medical emergency and require immediate medical attention, dial 911 or go directly to the nearest hospital emergency room anywhere in the United States or its territories. Call for an ambulance if you need it in an emergency. You do not need to get approval or a referral first.

Medicaid Transportation FAQs

What is Medicaid non-emergency medical transportation (NEMT)?

Medicaid NEMT is a program to ensure that transportation is not a barrier to receive Medicaid services. The benefit is for non-emergency rides or reimbursement to Medicaid covered services (medical, dental or pharmacy benefits). Medicaid NEMT is not for transportation in a medical emergency.  

What are the transportation options available?

Medicaid NEMT is determined by your needs. If you have a friend or family member drive you to a Medicaid covered service, the “Family and Friends Reimbursement” Program is for you. With this Program, you are able to be reimbursed if you follow Program rules.

If you do not have a friend or family member able to drive you, public transportation or a transportation company (ride) will be used.  

How do I know which broker to reach out to for my services? 

Each Medicaid Health Plan (Fee-For-Service and 3 MCOs) has a transportation broker that works with you to meet your transportation needs. Refer to the back of your Medicaid ID card for the broker’s phone number, or find it in the Medicaid Quick Summary Guide. 
 

When do I need to notify my broker to schedule a ride?

The broker needs to be notified in advance of your Medicaid covered service. Refer to your Health Plan Member Handbook for notice requirements. Certain appointments are considered urgent and are not held to the same advanced notice requirements.
 

My ride didn’t show up or was late and I missed my appointment. What should I do?

If your ride is late or did not show up, call your broker as soon as possible so that they can attempt to find another available driver for you. There is an escalation number for each of the brokers available in the Medicaid Quick Summary Guide for these situations. Your Medicaid Health Plan is also able to help with transportation needs, help you re-schedule a missed appointment, and help you with a complaint. It is important that you report a late/missed trip. 
 

 I want to file a transportation complaint, what should I do?

You should always report a transportation complaint to your broker first, and as soon as possible. Your broker is required to capture and share complaints with your Medicaid Health Plan in a timely manner to assist you in resolving the issue. 

To file a complaint, call your transportation broker or your Medicaid Health Plan. 

Escape Site