Frequently Asked Questions

How Does MTM Decide Which Transportation is Right for Me?

After you have requested a ride, MTM typically sends your child’s medical provider a Level of Need Assessment Form. The form asks provider to share the patient’s physical abilities and equipment used, cognitive and mental health/behavioral health limitations and diagnosis, as well as transport needs. In addition, when you call to schedule the ride you’ll be asked about your child’s ability to get into and out of vehicles to help find the right type of transportation vehicle to suit your needs.

• • • NOTE TO PARENTS:  In most cases, children under age 16 must travel with a parent or other caregiver to their appointment. If a child must travel alone, a parent consent form is required. (Find this and other forms documents on the MTM website mtm-inc.net/wisconsin/members)

What if a friend, relative or community agency can give me a ride?                     

MTM will arrange a ride, reimburse you for driving or taking a bus, only if you have no other way to get to your child’s appointment. When you call, MTM will ask if someone else can give you a ride. Don’t be afraid to say if it would be hard for family or friends to give you a ride. You do not need to give MTM any more details or offer an explanation about why someone else can’t give you a ride.

What if I can take a bus but need help with paying for a bus pass?

MTM may ask if taking a bus to appointments is an option for you. Think about taking a bus if there’s a bus stop available near you and your child can safely ride the bus. If taking a bus works for your appointment, MTM will mail you bus passes. Allow more than 2 business days to get your bus passes.

What if I have a car but need money for gas?

Vehicle mileage reimbursement for Medicaid-covered appointments can be provided by MTM. You can select how you want to be reimbursed, by direct deposit, check or a debit card called MTM Currency. 

For new requests, you can download the MTM Link app from the App Store or Google Play. Another option is to fill out the Request Form or call customer service at (866) 907-1493, at least a few days before your appointment. You can also find a mileage reimbursement trip log on the MTM Wisconsin website. If you need a trip log mailed to you or you have questions about completing it, call MTM directly.

What if my ride is late?

If you have been waiting more than 15 minutes past that time, call MTM at (866) 907-1493.

**NOTE: Parents/caregivers are responsible for bringing and installing a car seat or booster seat for their child.**

What if I need to see the doctor today?

If your appointment is urgent call MTM right away and let them know that this is an urgent appointment, and you need a ride or mileage reimbursement as soon as possible. Remember, MTM does NOT provide rides in an emergency. Call 911 for an emergency.

Can my other children ride with me to the appointment?

At this time only the person who is going to the medical appointment and one parent or caregiver can ride to the appointment if MTM is arranging for a taxi or other common carrier, but there may be an exception due to a family’s needs.

What if we need to travel out of our area for a medical appointment?

MTM requires that a Distance Verification Form be completed by your health care provider to verify that, for healthcare reasons, you or your child need to travel to an appointment that is over 100 miles from your home.

Will other travel-related expenses be covered?

Meals may be covered by Medicaid if you must be away from home for 4 or more hours and must travel over 100 miles each way. Overnight lodging may be covered if you must be away from home for 8 or more hours and travel over 200 miles each way. This policy may change so call MTM for up-to-date information. A Meals and Lodging Form must be completed.

Can I appeal if my request for transportation is denied?

Yes. To begin, contact MTM Ombuds by calling (866) 419-0551 or write to MTM at the following address:

MTM, Attn: MTM Ombuds
8383 Greenway Blvd, Suite 400
Middleton, WI 53562

Your letter to the MTM Ombuds should say you disagree with MTM’s decision related to your approved mode of transportation. Your letter should also include your name, address and your ForwardHealth ID number. You must call or send your letter no later than 90 days from the date of the letter from MTM that denied your travel request. If you request an appeal, MTM will send you a letter within 10 business days, even if the appeal is not resolved.

If you disagree with the MTM Ombuds decision, you also have the right to appeal by contacting the Fair Hearing with the Division of Hearings and Appeals. You can get the Request for Fair Hearing form online at DOA Requesting a Hearing (wi.gov)

INFORMATION AND RESOURCES

Wisconsin Wayfinder: Children’s Resource Network, 877-WiscWay (877-947-2929): Wisconsin Wayfinder offers families one name and phone number to find services for children with special health care needs. Wayfinder connects you to a resource guide at one of the five Children’s Resource Centers in your area.