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Information and Resources on Hurricane Helene

Are you in North Carolina and need help because of Hurricane Helene? This website has helpful information: Go to the DPS website

Transportation Services

As a member of WellCare of North Carolina, you have access to transportation services to help you get to and from your medical appointments.

You can also ask for an attendant to come with you to your appointment. We cover transportation for a child member’s attendant, parent, or guardian. 

What appointments are covered?

  • Medical, dental & vision
  • Behavioral health
  • Prescription pick-up following Primary Care Provider (PCP) appointments
  • Women Infants Children (WIC)
  • Non-medical appointments such as educational classes and weight-control classes, including Weight Watchers

Only plan services are covered. Your level of need determines your transportation mode. Drivers will wait up to 5 minutes after arrival for pickup. If you no longer need transportation to an appointment, please call MTM at 1-877-598-7602 or WellCare of North Carolina Member Services at 1-866-799-5318. Select option for Transportation.

What does Non-Emergency Transportation include?

Medicaid can help get you to and from appointments. This service is at no extra cost to you. You can also ask for an attendant to come with you to your appointment. We cover transportation for a child member’s attendant, parent, or guardian.

Non-emergency medical transportation includes:

  • Personal vehicles
  • Taxis
  • Vans
  • Minibuses
  • Mountain area transports
  • Public transportation

Does MTM offer additional services?

MTM is also available outside of normal business hours. This is only for urgent non-emergency transportation needs. If your need is urgent, select “Urgent Trip Request” when you call.

We may also cover travel costs. This includes:

  • Lodging
  • Good
  • Vouchers
  • Mileage

The service takes you to the closest medical provider for your needs. This is only for Medicaid covered services.

How do I schedule an appointment?

Call MTM to schedule your transportation at 1-877-598-7602 or use the new MTM Link App is available on the App Store and Google Play Store. Search “MTM Link Member” to find and download the app. You can also use your portal, visit mtm.mtmlink.net and log in to get started. Trips must be scheduled more than business 48 hours in advance.

When scheduling transportation, members must have the beneficiary’s name, Medicaid ID, Date of Birth, appointment information including pickup and drop-off times, appointment address, appointment type, any special accommodations, and any additional riders.

Members can also contact the WellCare Member Services department at 1-866-799-5318 and select “Transportation” to be connected to MTM.

Urgent trips can be requested less than two business days.

  • For Urgent Trip Requests, members should directly contact MTM during normal business hours. Agents are available after hours for urgent trip requests by selecting “Urgent Trip Request”
  • Urgent trip requests include hospital discharge, dialysis, life sustaining treatments.

An attendant is required for members under 18 and those with special medical, physical, or mental impediments, at no additional cost to the member or attendant.

How do I receive reimbursement?

Members are eligible for mileage reimbursement for trips to medical appointments. Reimbursement covers travel-related expenses like lodging, food, parking fees/tolls, transportation vouchers, and attendant expenses.

To receive reimbursement, call MTM, use the app, or the web portal to schedule on or before the day of your medical appointment. During this call, you'll receive a trip number. Write this number down on your Trip Log. To be reimbursed, you must submit a Trip Log for all trip requests or use the web portal at www.memberportal.net. You can also download
the MTM Link App via App Store or Google Play Store.

Trip Logs must be submitted no later than 60 days past the date of the first appointment. You can submit your trip information on the MTM Link app, eliminating the need for a paper trip log. This speeds up payment processing.

Members can request a reloadable debit card from MTM for reimbursement or a check will be mailed to the address on file. Payment to debit cards is processed in 7-10 days and paper checks are expected within 10-14 business days.

Level of Need

Those that need a wheelchair or some other accommodation will need a Level of Need form (PDF). This form must be completed by your primary care physician or treating provider. MTM will need this form when you make your appointment. In addition, certain transportation services require prior authorization by WellCare, including:

  • Trips over 75 miles one-way
  • Out-of-state trips (40+ miles over border)
  • Air ambulance
  • Trips requiring hotel, flight, and/or meals

You must call MTM first, then they will inform WellCare of North Carolina. WellCare of North Carolina will contact your primary care physician or treating provider. This is required to complete the steps for prior authorization. The transportation broker will follow up with you to finish scheduling the appointment.

We may deny you this service. If denied service, you may appeal. To appeal:

  1. Call 1-866-799-5318
  2. Select option for Member assistance on appeals

Please see the NEMT Fact Sheet (PDF) to learn more about this
service.

We review the conduct policy with members before booking NEMT. This policy is on the WellCare of North Carolina website. If a member harms the driver, we will address it with the member’s care manager and primary care physician. MTM drivers are trained to de-escalate.

Members will receive a written notice about poor behavior. We can suspend NEMT service for this behavior.

If a Medicaid-covered service is scheduled before suspension, will reimburse the miles.

Uber and Lyft

In certain situations, MTM will contact Uber or Lyft for your transportation such as short notice trips or when a driver cancels at the last minute.

MTM will handle everything, and no member action is needed. You will receive text message updates on your trip if Uber or Lyft is called, please make sure you are opted in for text message communication with MTM. You CAN NOT schedule NEMT services directly though the Uber and Lyft applications.

Member Rights

  • Know the availability of Medicaid NEMT services
  • Have the NEMT policy explained
  • Arrive on time for appointments
  • Members under 18 years old can ride with an attendant at no additional cost
  • Request an appeal if NEMT assistance is denied

Member Responsibilities:

  • Use available NEMT services appropriately
  • Use transportation services appropriately
  • Travel to the requested pickup spot and receive a Medicaid-covered service
  • Make timely requests for NEMT service
  • Be ready at the pickup spot
  • Follow driver instructions