MTM Health in Missouri: Trips, Trip Logs, and Travel Rules (2027)

Missouri is MTM Health’s home state. The company is based in Lake St. Louis, runs the MO HealthNet fee-for-service ride program statewide, and, as of September 2026, books rides for every MO HealthNet health plan. So an MTM agreement is the way into Medicaid ride work in any Missouri county. For company setup, MoDOT authority, stretcher licenses, and driver screening, use the Missouri guide. For MTM’s rules in every state, see the MTM Health guide.

Which Missouri members and plans MTM serves

The state awarded MTM the statewide broker contract on May 25, 2022, and MTM took over from Modivcare on December 1, 2022. The contract covers rides for the MO HealthNet Division (MHD) and the Department of Mental Health. When the Missouri Court of Appeals turned down Modivcare’s challenge on January 16, 2024, it described the term as running through June 30, 2027. The current health plan contracts end that same day.

The program is familiar ground for MTM. In its November 2022 announcement, it says it helped the state design the original brokerage in 1997, ran it for eight years and again for a year in 2010, and kept running health plan rides in Missouri throughout, about 132,000 trips a year.

The Department of Social Services’ FY 2027 program descriptions count an average of 96,636 fee-for-service trips a month in state fiscal year 2025, for about 319,681 eligible members a month. The state also tracks complaints against the broker as a share of trips: 0.21 percent in fiscal 2025, against a national average of 0.41 percent it cites for fiscal 2022. MTM’s quality staff research each complaint about a ride, note whether the rider or clinic called Where’s My Ride first, and send the outcome to MHD. The state manual also lets your company file a complaint about a rider whose behavior warrants it (see broker rider complaints).

Rider	Ride line on the state’s list, September 2026	What is different about these trips
MO HealthNet fee-for-service	866-269-5927	County notice and mileage limits below. No pharmacy rides except for a vaccination.
Home State Health	855-694-4663, or MTM directly at 866-455-2097	Same-day rides to primary care, OB visits, and behavioral health follow-ups within 7 days of a hospital stay
Show Me Healthy Kids	877-236-1020	Home State Health’s plan for children in state care or custody, former foster youth under 26, and children with adoption or guardianship subsidies. Adds same-day specialty and dental rides and rides to court, family visits, and child welfare meetings.
Healthy Blue	888-597-1193	The plan’s September 2025 provider manual names MTM on that line
UnitedHealthcare Community Plan	844-529-1801	The plan’s provider page lists MTM at 866-292-0359 for member rides

Plan trips can go places fee-for-service trips never do. As of September 2026, Home State Health lets members book rides at least three days ahead to places such as the grocery store, the pharmacy, WIC, job interviews, childbirth classes, and Alcoholics Anonymous meetings. A parent can also stop to pick children up at school on the way to a doctor visit. Home State Health’s same-day rides are booked two to three hours ahead.

Some riders never reach MTM’s network. The state manual and MHD’s FAQ keep rides to developmental disability waiver services, adult day care, most CSTAR and community psychiatric rehabilitation services, in-home care, nursing home discharges, and hospital transfers out of the broker program. Members who qualify for public paratransit in Columbia, Jefferson City, Kansas City, Springfield, or St. Louis, or for Nevada City Hospital’s rides within 20 miles of Nevada, are sent to those services instead.

How far and how soon Missouri trips are booked

MHD sorts every county into a class, and the member’s home county sets both the booking notice and how far a trip may go. The urban class is Clay, Greene, Jackson, Jefferson, St. Charles, and St. Louis counties and St. Louis City. The basic class is 15 counties, among them Boone (Columbia), Cole (Jefferson City), Buchanan (St. Joseph), Jasper (Joplin), Cape Girardeau, and Taney (Branson), and the Missouri guide lists all 15. Every other county is rural.

Urban members call at least two business days before a routine appointment, and basic and rural members at least three. Hospital discharges and urgent trips can be booked the same day, and the manual has MTM arrange each trip within 24 hours of the request. Under MHD’s FAQ, the transportation company or the broker gives the rider every trip detail, including the estimated pickup time and the number to call for a return ride, at least 24 hours ahead.

Selected limits from the manual’s maximum mileage tables, by the member’s county class (section 5.1, April 2026):

Where the member is going	Urban, miles	Basic, miles	Rural, miles
Primary care physician	10	20	30
Psychologist or other therapist	10	20	40
Chiropractor, general surgery, OB/GYN, or primary eye care	15	30	60
Adult psychiatrist	15	40	80
Child psychiatrist	22	45	90
Most specialists, such as cardiology, nephrology, oncology, and orthopedics	25	50	100
Ambulatory mental health treatment	15	25	45
Basic hospital, secondary hospital	30, 50	30, 50	30, 50
Physical or occupational therapy	30	30	30
Trauma center, NICU, or comprehensive cancer or cardiac care	100	100	100

A member can go farther with proof of past specialty care with that doctor, a referral from the primary care doctor, or no appointment inside the limits within 30 days. Trips to a Family Support Division medical review, to a lock-in provider, and to free care at the closest VA or Shriners hospital are exempt from the limits, though a lock-in trip past them needs MHD’s prior approval. For a rural company, that means a Medicaid run of up to 100 miles to a cardiologist is a normal trip, so price your rate around it (see rural NEMT).

A member gets no more than three legs a day, such as home to one doctor, on to a second, and home, unless MHD approves more. Trips to Arkansas, Illinois, Iowa, Kansas, Kentucky, Nebraska, Oklahoma, and Tennessee count the same as trips inside Missouri, while other states need MHD’s prior approval. Dialysis standing orders never expire. Others are recertified every 90 days, and a hospital stay switches a standing order off until a new one is set up after discharge.

Which vehicle the trip calls for

MTM books the least costly ride that suits the member. Its Missouri pages give a bus pass only when home and destination are within three blocks of a stop, and the manual bars public transit for a high-risk pregnancy, a pregnancy past the eighth month, serious heart or breathing conditions, or a walk to the stop longer than four blocks or half a mile, whichever is shorter. On MTM’s pages, a member who can walk to the car gets a sedan, a member who uses a mobility device gets a wheelchair vehicle, and a bed-confined member who cannot move to a wheelchair gets a stretcher van. The manual counts a manual wheelchair user who can stand or pivot alone as ambulatory. MTM’s tip sheet says trips arrive in the right mode and tells you not to change it. When a rider needs a different level of service, tell MTM, and the rider’s doctor or clinic can fax MTM’s Level of Need form to 877-406-0658.

What Missouri riders are promised, and what counts as late

MTM’s Missouri participant page and the state’s ride page tell members to expect:

Situation	What the rider is told
Before pickup	Be ready at least 15 minutes before the scheduled pickup time
The ride is late	Call Where’s My Ride, 866-269-5944, once 15 minutes pass the scheduled pickup
A scheduled ride home	The driver should come within 15 minutes after the visit ends
A return with no set time	Press I’m Ready in the MTM Link Member app, reply READY to MTM’s text, or call, and a driver should arrive within one hour
Asking for a company	Name the company you want when you book, and MTM will try

Your own clock is tighter. The state manual defines the pickup time as the moment the rider boards, has you record it on every trip, and says it must be no later than five minutes from the scheduled pickup. Trips you finish late, or that are canceled because you ran late, still go into that report. On standing orders you get a 15-minute grace period before the clinic calls Where’s My Ride. MTM’s handbook rules for early arrival and the 10-minute no-show wait are in the Missouri guide, and the pickup window entry explains how windows work.

MTM’s driver app guide, linked from its Missouri provider page, counts an arrival inside a 30-minute window as on time and asks for a late reason outside it under some contracts, so ask your vendor account manager whether that applies to you. When your company sends GPS, the MTM Link Member app that MO HealthNet points riders to shows them your company name, the driver’s name, the plate number, and the vehicle on a map.

Riding with children

A rider under 17 travels with a parent or guardian, or another adult the parent names, unless state law treats the child as an unaccompanied youth, and MTM denies the trip otherwise. For a rider under 21 who cannot travel alone, the attendant can be an employee of your company. Missouri’s car seat law applies on every ride: a child under 4 or under 40 pounds rides in a child safety seat, and a child 4 through 7 who weighs at least 40 pounds rides in a car seat or booster unless the child weighs at least 80 pounds or is taller than 4 feet 9 inches. A member without the right seat tells MTM when booking so MTM can help get one. See children in NEMT.

The MTM trip log and how Missouri claims work

The Missouri form MTM calls a trip log is not for transportation companies. It is the Reimbursement Trip Log, revised August 2020, for members who drive themselves or ride with a friend or relative and want gas money back:

1. Get a trip number. The member calls 866-269-5927 on or before the day of the appointment.
2. Get each trip signed. A health care professional at the visit signs, such as a nurse, therapist, physician assistant, or nurse practitioner.
3. Send it within 60 days of the first appointment on the log: email payme@mtm-inc.net, fax 888-513-1610, or mail MTM, Attention: Trip Logs, 16 Hawk Ridge Dr., Lake St. Louis, MO 63367.

MTM’s Missouri page says it pays at least $0.55 a mile, as of September 2026, and the manual sets the floor at the IRS medical mileage rate on the date of service. Questions about the form go to 888-513-0703. Members can also claim mileage reimbursement in the MTM Link Member app, which matches their location to the doctor’s office.

Your company’s trip record is the driver app

Your drivers record each ride in the free MTM Link driver app, and the app feeds your claims. MTM gives each driver a login. The driver taps Depot Out in the vehicle after the pre-trip check, which starts GPS collection, then Arrive and Perform at each pickup and drop-off, with the rider’s signature at pickup, and Depot In back at base.

MTM’s driver app guide sets the deadline to provide GPS data at four days after you complete your first MTM trip, and warns that a driver or company that misses it may fall out of the network. The app will not let a driver complete a past day’s trips, so close out every stop the same day. In the MTM Link portal, each ride appears as an A leg and a B leg, and every change belongs on the right trip leg. You can reassign, cancel, or turn back several trips at once, but MTM takes no turnbacks on the day of the trip.

MTM sets Missouri rates with each company one at a time and pays nothing for no-shows. MHD’s program description says NEMT covers neither unloaded miles nor provider wait time, so ask how your rate handles long rural runs. MTM’s standard agreement, in the January 1, 2023 version Pennsylvania posts, pays uncontested invoices within 30 days of online submission and bars claims more than 90 days after the ride, so ask whether your Missouri agreement uses the same terms. Keep your own trip log as a check against the app, and see how to bill NEMT brokers.

How to join MTM’s Missouri network

Missouri does not enroll transportation companies as MO HealthNet providers, so there is no Missouri Medicaid ID to get before you apply. MTM’s 2025 application lists a credential you must hold to apply in 18 states and DC, such as a KMAP ID in Kansas or an IMPACT ID in Illinois, and lists none for Missouri. You still need the Missouri registrations in the Missouri guide.

MTM says it is always seeking Missouri providers for its statewide network, as of September 2026. Its Missouri page describes application, credentialing, and contracting phases, each handled with a designated MTM representative. Under MHD’s FAQ, revised October 2024, the broker’s field monitor gives each vehicle a 45-point inspection before its first Medicaid rider, reinspects it every six months, and puts a broker decal on the window. Insure to at least $2 million each in general and auto liability, with MTM named as certificate holder and additional insured, plus workers’ compensation.

Clinics can help you get trips. Missouri facilities book and track rides in the MTM Link facility portal after a short registration, and MHD pointed health care providers to that portal on March 4, 2026. Members can ask MTM for your company by name. Get to know the dialysis centers and clinics near you, and see how to get facility contracts.

Who to call at MTM in Missouri

For	Contact
Joining the network	The online application at mtm-inc.net/service-providers
Your trips, drivers, and rates	Your assigned MTM representative
Broker policy questions, grievances, and appeals	866-269-5927 or the contact form on MTM’s website
Portal or driver app help, in real time	MTM dispatch line, 888-597-1180
Missouri program director	chjenkins@mtm-inc.net
Clinic and facility outreach	CO-MO@mtm-inc.net
Rider complaints	We Care Line, 866-436-0457, or qm@mtm-inc.net
Level of Need forms	Questions 888-561-8747, fax 877-406-0658
Mileage trip logs	payme@mtm-inc.net, fax 888-513-1610, questions 888-513-0703
Mail	MTM Health, 16 Hawk Ridge Drive, Lake St. Louis, MO 63367
Headquarters	636-561-5686
MO HealthNet NEMT program questions	MHD Provider Communications, 833-222-7916

What to do first

1. Find your county class. It sets booking notice and how far your trips run, and rural classes mean long runs.
2. Price the long trips. Unloaded miles and waits are not NEMT services, so settle how your rate covers them before you sign.
3. Apply to MTM and ask which counties and levels of service need more capacity near you.
4. Put the driver app on every phone and practice Depot Out, Arrive, Perform, and Depot In, since GPS data is due four days after your first completed MTM trip.
5. Record the real boarding time on every ride.
6. Visit the dialysis centers and clinics near you, where riders who like your service can ask MTM for you by name.
7. Mark June 30, 2027. The broker contract and the health plan contracts both reach the end of their current terms that day.