MTM Health in Florida: Fee-for-Service Regions B to F, UnitedHealthcare, Molina, and the CMS Plan (2027)

MTM Health is the name Medical Transportation Management, Inc. uses today, and its Florida page sends written complaints to its headquarters at 16 Hawk Ridge Drive, Lake Saint Louis, Missouri. AHCA pays it a monthly amount per eligible member to run fee-for-service Medicaid rides across most of the peninsula, and three Florida plan programs send it their members’ rides. What every Florida company needs first, from AHCA enrollment to county permits, is in the Florida guide, and MTM’s other states are on the MTM Health provider page.

Where MTM Health arranges Florida Medicaid rides

For Medicaid members with no health plan, the state’s NEMT waiver for July 1, 2025 to June 30, 2027 assigns five lettered regions to MTM. Their counties come from section 409.966 of the Florida Statutes:

Region	Counties MTM serves for fee-for-service Medicaid
B	Alachua, Baker, Bradford, Citrus, Clay, Columbia, Dixie, Duval, Flagler, Gilchrist, Hamilton, Hernando, Lafayette, Lake, Levy, Marion, Nassau, Putnam, St. Johns, Sumter, Suwannee, Union, Volusia
C	Pasco, Pinellas
D	Hardee, Highlands, Hillsborough, Manatee, Polk
E	Brevard, Orange, Osceola, Seminole
F	Charlotte, Collier, DeSoto, Glades, Hendry, Lee, Sarasota

These are the same counties MTM held as numbered Regions 3 to 8 under the 2023 to 2025 waiver, before AHCA moved to lettered regions in February 2025. AHCA’s map of the old regions puts today’s Region B counties in old Regions 3 and 4, and today’s C, D, E, and F match old Regions 5, 6, 7, and 8. MTM’s Florida page still says it serves regions 3 through 8, and its 2025 provider application lists the programs as Florida AHCA Medicaid Region 3 through Region 8. The Panhandle, Palm Beach and the Treasure Coast, Broward, and Miami-Dade and Monroe belong to Modivcare in Florida.

Plan members MTM carries

AHCA’s report of plan subcontractors, cumulative through the second quarter of 2026, names MTM for UnitedHealthcare, Molina, and the Children’s Medical Services (CMS) Plan. UnitedHealthcare’s move to MTM took effect March 1, 2026. The August 31, 2026 enrollment report shows where those members live:

Program	Regions	Members, August 31, 2026	Where MTM stands
UnitedHealthcare Community Plan	B, D, I	227,428 managed medical assistance and 25,131 long-term care	MTM since March 1, 2026
Children’s Medical Services Plan	All nine	132,057 children	MTM under Sunshine through September 30, 2026
Molina Healthcare of Florida	I	55,123 managed medical assistance and 3,861 long-term care	MTM on AHCA’s report

UnitedHealthcare’s share is the biggest change. Its Region B members live in the same 23 counties as MTM’s largest fee-for-service region, so a van company in Duval, Marion, or Volusia can now carry both groups for one broker. Its Region I members live in Miami-Dade and Monroe, where Modivcare runs fee-for-service rides, so all of MTM’s work there is plan work. See UnitedHealthcare’s move to MTM.

On the Medicare side, HealthSpring made MTM the only ride provider for its Medicare Advantage members on March 1, 2026, replacing Modivcare. Its members still call 1-866-214-5126, which MTM now answers, even though Modivcare’s Florida member page still lists that line under Modivcare. See HealthSpring’s move.

Fee-for-service rides in Regions B to F

Fee-for-service riders are Medicaid members outside a plan, such as people on Medically Needy, presumptively eligible pregnant women, children at prescribed pediatric extended care centers, and iBudget waiver members. People with Medicare are excluded.

MTM’s Florida page sets the rules as of September 2026:

Rule	What MTM’s Florida page says
Routine booking	Call 1-844-239-5974, weekdays 8 a.m. to 5 p.m., at least 3 business days ahead. The day of the call counts, the day of the trip does not.
Urgent rides	Any hour, served in 3 hours or less, for urgent care, hospital inpatient and outpatient discharges, and emergency room discharges
Cancellations	Members call 24 hours before the ride. MTM monitors no-shows and reports them.
Ride types	Public transportation, mileage reimbursement, multi-load vehicles, wheelchair vehicles, stretcher vehicles, and private volunteer transport
Copay	$1.00 each way unless the member is exempt
Languages	English or Spanish, with translation for other languages
Complaints	WeCare line 1-866-436-0457 or a letter to MTM Quality Management, filed within one year. MTM contacts the member within 3 business days and answers in writing within 14 business days.

MTM’s Florida member handbook, updated April 2022 and linked from that page, adds rules that shape your trips. Recurring trips are booked up to 30 days at a time, and longer for dialysis, chemotherapy, dialectical behavior therapy, methadone maintenance, and radiation. Members are told not to call the transportation company directly, because MTM picks the provider. Trips are free for children, for pregnant members going to baby-related care, and for members in a hospital or long-term care facility.

UnitedHealthcare, Molina, and the CMS Plan

UnitedHealthcare. The plan’s 2026 Florida care provider manual lists MTM for reservations and Ride Assist at 1-888-777-6528 and a hospital discharge line for facilities at 1-888-778-5113. Members call at least 3 business days ahead. Hospital discharges are urgent and usually scheduled the same day, and dialysis, chemotherapy, and wound care count as critical trips for managed medical assistance members. MTM covers livery, sedan, van, taxi, and rideshare trips, wheelchair lift vehicles, stretcher vans, mass transit, and basic and advanced life support ambulances for the plan, and members schedule up to 30 days ahead. UnitedHealthcare’s long-term care provider services line is 1-800-791-9233.

Molina. Molina’s Florida Medicaid plan serves Region I, Miami-Dade and Monroe, and AHCA lists MTM as its ride subcontractor. Booking rules are on the Molina Healthcare of Florida page.

Children’s Medical Services Plan. Sunshine operates the CMS Plan through September 30, 2026 and uses MTM for its rides at 1-844-399-9469, with standing order help at 1-855-824-5695. Sunshine’s provider page gives CMS members two non-medical trips a month within their home county or 30 miles of it. All CMS members move to Molina automatically on October 1, 2026, and AHCA says existing appointments, prescriptions, and prior authorizations will be honored. Sunshine told providers that their Sunshine contracts do not transfer and that they must contract with Molina after the continuity of care period. Ask MTM whether your agreement covers CMS Plan members under Molina, and see the broker transition checklist.

MTM’s Florida network and how AHCA grades it

The waiver’s 2025 capacity table counts 1,363 vehicles in MTM’s Florida network: 701 cab (ambulatory), 620 wheelchair lift, and 42 stretcher. Of those, 765 were in Regions B to F. The ten counties in those regions with the most:

County (region)	Cab	Wheelchair lift	Stretcher	Total
Orange (E)	43	26	6	75
Hillsborough (D)	36	16	1	53
Osceola (E)	29	11	2	42
Polk (D)	29	7	0	36
Duval (B)	23	10	2	35
Brevard (E)	14	15	1	30
Alachua (B)	13	16	0	29
Lee (F)	16	9	2	27
Pinellas (C)	22	4	0	26
Volusia (B)	14	9	2	25

Outside its fee-for-service regions, the same table counts 256 MTM vehicles in Miami-Dade, 180 of them wheelchair lift vans, plus 100 in Broward and 84 in Palm Beach. That is more in Miami-Dade alone than in any county MTM serves for fee-for-service. Wheelchair lift counts were low in some large fee-for-service counties: 4 in Pinellas, 3 in Marion, 7 in Polk, and 16 in Hillsborough. See the local pages for Polk, Hillsborough, Pinellas, and Orange counties.

The waiver also reports MTM’s scores against the state’s standards:

Standard	Target	October to December 2024
Arrival within 15 minutes of the appointment time	90%	96.1%
Arrival at or before the appointment time	90%	96.9%
Return pickups within 30 minutes	90%	99.3%
Unscheduled trips within 3 hours	85%	99.5%
Missed trips	0.2% or less	0.05%
Average time to answer a call	45 seconds or less	23.02 seconds

MTM’s average answer time rose from 6.62 seconds in late 2022 to 23.02 seconds in late 2024, and its call abandonment rate rose from 0.00% to 2.20%, both still inside the limits. AHCA reviews each vendor’s Leg A, Leg B, unscheduled, late, and missed trips every month and puts a vendor that misses the timeliness standard on corrective action, so your drivers’ pickup times count toward MTM’s contract.

How to get MTM trips in Florida

1. Enroll with Florida Medicaid. Plans must confirm every provider holds a current AHCA agreement, and owners need Level 2 screening. The Florida guide has the steps and the Rule 14-90 driver and vehicle standards.
2. Get a county permit if you drive in Miami-Dade. Wheelchair and stretcher companies there need a county Non-Emergency Certificate, and Miami-Dade is where MTM’s UnitedHealthcare, Molina, and CMS Plan members overlap. See the Miami-Dade page.
3. Apply on MTM’s Join Our Network page. On the 2025 form, pick the old region numbers for your counties (3 or 4 for Region B, 5 for C, 6 for D, 7 for E, 8 for F), and list your wheelchair and stretcher vehicles by type.
4. Wait for the call. MTM says it answers quickly when it has a need in your area, and otherwise keeps your application on file. Counties where its 2025 wheelchair count was low are worth naming.
5. Credential and train. MTM’s standard requirements for drivers, insurance, and GPS are on the MTM Health provider page. Ask whether your agreement covers fee-for-service, UnitedHealthcare, Molina, and CMS Plan members, since each is a separate program.

Who to call at MTM in Florida

For	Contact
Fee-for-service reservations, changes, and cancellations	1-844-239-5974
Fee-for-service complaints (WeCare)	1-866-436-0457
Written complaints	MTM, Inc., Attention: Quality Management, 16 Hawk Ridge Drive, Lake Saint Louis, MO 63367
UnitedHealthcare reservations and Ride Assist	1-888-777-6528
UnitedHealthcare hospital discharges (facilities)	1-888-778-5113
CMS Plan rides under Sunshine	1-844-399-9469, standing order help 1-855-824-5695
Mileage reimbursement trip log by mail	1-888-513-0703
Joining the network	Join Our Network application at mtm-inc.net

What to do first

1. Match your counties to the region table, and note which of MTM’s Florida Medicaid programs run there.
2. Enroll with Florida Medicaid before you apply, since the plans check your AHCA agreement.
3. Apply to MTM and select the old region numbers that cover your counties.
4. Ask about CMS Plan trips under Molina from October 1, 2026, before you count on them.
5. Keep a second broker. Modivcare still carries Humana, Aetna, and Community Care Plan members in MTM’s regions, so see Modivcare in Florida and running more than one broker.