Transportation

Scheduling Rides

Schedule Rides with MTM. You can schedule more than one ride. Please schedule your ride at least 2 working days before your appointment. You can schedule a ride up to 60 days before your appointment. Sometimes urgent medical trips can be requested with less than 2 days’ notice. MTM may check with your provider to make sure the appointment is urgent.

To schedule transportation:

• Use the MTM member portal. This is different from the Nebraska Total Care member portal.
• Download the MTM Link Member app on your mobile device.
• You can also cancel rides in the app or portal.

Need help? If you do not have access to online tools you can call MTM. The phone number is 1-844-261-7834.

Transportation Eligibility

Are you eligible for transportation services? Non-emergency transportation services are available to members who do not have access to reliable transportation, who cannot drive or secure free transportation.

You are not eligible for transportation if:

• You have your own car.
• You can use free transportation.

If you have questions about eligibility, MTM can help you.

Transportation Prior Authorization

What is a prior authorization? This means MTM has to get the transportation approved before they arrange it. Some services need prior authorization. MTM will make the request to Nebraska Total Care.

When is a prior authorization needed? Prior authorization is needed when:

• The provider is not in our network.
• The provider is more than 30 miles away from you (urban counties).
• The provider is more than 75 miles away from you (rural counties).
• The appointment does not meet medical guidelines.
• There are other special circumstances.

Urban counties include: 
Adams, Buffalo, Cass, Dodge, Douglas, Gage, Hall, Lancaster, Lincoln, Madison, Platte, Sarpy, Saunders, Scotts Bluff, Washington

Non-urban counties (Rural and Frontier) include: 
Antelope, Arthur, Banner, Blaine, Boone, Box Butte, Boyd, Brown, Burt, Butler, Cedar, Chase, Cherry, Cheyenne, Clay, Colfax, Cuming, Custer, Dakota, Dawes, Dawson, Deuel, Dixon, Dundy, Fillmore, Franklin, Frontier, Furnas, Garden, Garfield, Gosper, Grant, Greeley, Hamilton, Harlan, Hayes, Hitchcock, Holt, Hooker, Howard, Jefferson, Johnson, Kearney, Keith, Keya Paha, Kimball, Knox, Logan, Loup, McPherson, Merrick, Morrill, Nance, Nemaha, Nuckolls, Otoe, Pawnee, Perkins, Phelps, Pierce, Polk, Red Willow, Richardson, Rock, Saline, Seward, Sheridan, Sherman, Sioux, Stanton, Thayer, Thomas, Thurston, Valley, Wayne, Webster, Wheeler, York

What if transportation is not authorized? If you or your provider think we made the wrong decision you can ask for a second review. This is called an appeal. There is information about appeals on our website. Or you can call Member Services. The number is 1-844-385-2192 TTY: 711.

Forms

Your provider may need to fill out these forms to arrange your transportation. You can print them or tell your provider about this website. 

• Transportation Request Form (PDF)
• Medically Necessary Attendant Form (PDF)

Transportation Frequently Asked Questions

When can I call to schedule transportation? MTM is open Monday – Friday 8:00 a.m. until 7:00 p.m., central time. For routine appointments call during these times. If you need an urgent appointment because you are sick or hurt, you can call any time.

How soon should I arrange transportation? Call or go online at least 2 business days before your appointment. If your appointment is urgent and scheduled in less than 2 days, call as soon as you can.

What is a routine appointment? A routine appointment happens when you do not need to see your provider right away. Schedule transportation 2 days before these appointments.

What is an urgent appointment? An urgent appointment happens when you need to be seen quickly. Schedule transportation as soon as possible for these appointments.

Do I call MTM in an emergency? If you are experiencing a medical emergency, please call 911. MTM is not able to help you in an emergency.

If you are not sure if it is an emergency, call your doctor. Your doctor will tell you what to do. If your doctor’s office is closed there should be a message telling you how to get help.

You can also call our 24/7 Nurse Advice Line. The number is 1-844-385-2192 TTY: 711.

How do I cancel my scheduled transportation? To cancel call MTM. The phone number is 1-844-261-7834. If possible, call 24 hours before your scheduled transportation. You can also cancel rides in the MTM Link Member app or the MTM member portal.

Can I get gas money to drive my own car to appointments? No. This is not a covered benefit for Heritage Health.

Can a family member transport me to my appointment and receive reimbursement? Only if they have a contract with MTM to provide transportation. Family members can ask to join MTM’s transportation provider network. There is an online application at mtm-inc.net.

Do I have to take the bus? Maybe. You will be given bus passes if your pickup and drop-off locations are ½ mile from the bus stop or less.

What is a Medically Necessary Attendant Form? Some members need a person to help them at appointments. This form tells us that you need an attendant to ride with you. Your attendant cannot ride with you until we have this form.

Who should complete the Medically Necessary Attendant Form? The doctor fills out the form. They send it to MTM. If your doctor needs the form, MTM can send it to them.

Are there age restrictions for transportation? A member under 19 years old cannot ride alone. They must be with their parent or guardian. Or they can be with someone their parent or guardian chooses.