Virginia Medicaid Fee-for-Service (FFS) Non-Emergency Medical Transportation (NEMT) Services

Effective October 1, 2026, the Virginia FFS NEMT program operations are now being managed by MTM Health. The program telephone numbers, policies and procedures, standing order assigned trips, and trip reservations processes have not changed. If you have questions, please call 1-866-386-8331.

The Virginia NEMT program offers transportation for Medicaid FFS members to non-emergency Medicaid-covered services. The Virginia Department of Medical Assistance Services (DMAS) works with MTM Health. MTM Health coordinates rides for eligible members.

You may be eligible for rides if you:

Are an FFS Medicaid member who is attending a Medicaid-covered service.
Have no other way to get there.

Only Medicaid members who are excluded from Managed Care programs can receive rides through this program. This may include:

Medicaid members who are newly eligible and have not been assigned to a Managed Care program.
Medicaid members who have received a home or community-based waiver and have not been assigned to a Managed Care program.

If you are enrolled in a Managed Care program, you may be entitled to transportation from your health plan. Refer to your Managed Care benefit handbook. You can also contact your Medicare health plan for more information.

MTM Health is dedicated to providing safe, reliable rides. If you are a Medicaid FFS member, medical facility, or transportation provider seeking more information about NEMT services, select one of the pages in the menu above for details specific to your needs.

Important Note for MCO Members

This website is intended for FFS Medicaid members. Telephone numbers and other Information on this website are not valid for Managed Care Organizations (MCO) transportation. Please refer to your MCO benefit handbook or contact your MCO for an explanation of transportation benefits. Additional MCO information can be found by going to http://www.dmas.virginia.gov/#/index and follow the links on the lefthand side under “Managed Care Benefits”. For FFS and MCO Transportation Reservation and Ride Assist telephone numbers please go to the following DMAS website: http://www.dmas.virginia.gov/#/nemtservices. Click on “Transportation Contacts”.

Medicaid has Expanded: New Health Care Coverage for Adults

Beginning January 1, 2019, more adults living in Virginia will have access to quality, low-cost health insurance. The new coverage includes hospital stays, doctor visits, preventive care, prescription drugs and much more!

The rules have changed! So, if you applied for Medicaid in the past and were denied, you may soon be eligible. For more information, visit www.coverva.org.

To schedule a ride:

There are several ways you can schedule a ride:

You can use the web chat feature located at the bottom right hand corner of this website to chat with an agent in real time.
You can use the MTM Link web portal or MTM Link Member mobile app; visit mtm-inc.net/mtm-link for more information and to register.
You can call us at 1-866-386-8331 (TTY: 711).

Please note the following:

You must schedule your ride at least five business days before your appointment, unless your trip is urgent.
You can schedule a ride 24 hours a day, seven days a week.

If your ride is late:

Call 1-866-246-9979 (TTY: 711) if you:

Are waiting for your driver for more than 15 minutes after your scheduled pick-up time.
Scheduled a ride back home during the original ride request and have waited more than 15 minutes after the pick-up time.
Have waited more than 45 minutes after calling MTM Health to schedule a return ride, if a return ride was not scheduled during the original request.
Cannot reach the driver.

To file a complaint:

MTM Health wants to always provide excellent service. Call 1-866-386-8331 (TTY: 711) if you have a complaint about the service you received. You may also use our convenient online form. We will follow up on all complaints.

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