Frequently Asked Questions

Non-Emergency Transportation

Medicaid's Non-Emergency Transportation (NET) program is set up to help pay for rides to doctor offices, clinics and other places for medical care that can be planned ahead of time.
Below are some questions people often ask about the NET program.  Click on the questions to see the answers:

Medicaid's NET program is set up to help pay for rides to and from a doctor's office, clinic or other place for medical care. The ride can be in your own personal car, a car of a friend, neighbor or family member, or on a bus or a van. You can also get a ride on a city bus or from a group in your town or area. You must use the least costly mode of transportation to get to appointments.
In order for Medicaid to pay for a ride, the person who is going to the doctor or clinic must have full Medicaid on the day of medical/clinic appointment and must call in their ride request to the Medicaid Call Center.
In order for Medicaid to pay for a ride, you (or someone who is helping you) will need to call Medicaid's toll-free number at 1-800-362-1504, press option “4," within 14 days before the date of the appointment or within 24 hours after the appointment, if necessary. Transportation requests should be called in as soon as possible within the 14 days prior to appointment. Make sure you get a request/ticket number (7-digit number) before ending the call as this is your receipt that you call in a transportation request. When you call, the operator will ask you for some information (e.g., Name, Medicaid number, address, appointment date, provider’s name, address, and telephone number) to make sure you are covered by Medicaid and also about your need for a ride. This information will be used to decide if Medicaid can pay for your ride. The NET call center is open from 8 a.m. to 4:30 p.m., Monday through Friday, except on major state holidays.
Medicaid will pay for rides only to a doctor or clinic for medical care or treatment that is covered by Medicaid. For example, once you use up all of your doctor visits for the year, Medicaid will not pay for rides to any doctor visits.
If you have an emergency, you will need to call 911 (or the emergency number in your town) to reach an ambulance or paramedics who can help you. Medicaid covers ambulance rides when there is an emergency, such as when someone stops breathing or if they have been badly hurt.
A medical problem that must be treated right away, but does not cause your life to be in danger is called an "urgent" medical problem. A broken arm, a bad cut or mild chest pains are examples of "urgent" problems. If you have to pay someone to take you to the emergency room or doctor's office after hours because of an "urgent" problem, you need to call 1-800-362-1504 toll-free the next working day after the visit to apply for payment. Payment will be made only if the visit was for an "urgent" medical problem. Medicaid's NET program will not pay for rides to emergency rooms for problems that can wait until the doctor's office or clinic is open.
Medicaid will pay what is reasonable and necessary to make sure you get the medical care you need. This amount may depend on your situation at the time. If you have questions about this, ask your operator when you call the toll-free number (1-800-362-1504).
Call the toll-free number the next working day after the ride. Tell the operator where you went for care and why you need help in paying for your ride. Depending on what happened, you may be able to get payment for a ride you had to pay for.
Medicaid will pay for an escort for a child or for an adult whose doctor states that the adult is unable to go alone because of a physical or mental disability.
If your ride is approved, Medicaid will send you payment through the Electronic Benefits Transfer (EBT) process. You will receive cash payments loaded to your EBT Transportation card once your request is processed. You can use it like other EBT cards to make purchases or get cash back to pay for your ride.
If care is not available in your local area, Medicaid will pay for travel to the nearest location where the appropriate care can be obtained. Prior authorization must be obtained and supported by medical documentation from your Medicaid referring provider.