MTM Health in New Hampshire: NH Healthy Families and WellSense Rides (2027)

MTM Health, based in Lake St. Louis, Missouri, arranges Medicaid rides for two of New Hampshire’s three health plans. NH Healthy Families moved its ride program to MTM on September 1, 2020, and WellSense Health Plan followed on July 1, 2025. New Hampshire’s licensing, insurance, and He-W 574 ride rules are in the New Hampshire state guide, and MTM’s other states are on the MTM Health broker page. This page covers MTM’s New Hampshire work: which riders it carries, how they book, the mileage limits its two plans began in 2026, and how a company gets those trips.

Which New Hampshire riders MTM carries

Each New Hampshire Medicaid health plan picks its own ride broker, and the plan on the rider’s card decides who sends the trip. Under the state’s NEMT Quick Summary Guide, effective October 17, 2025, MTM books for NH Healthy Families and WellSense. Coordinated Transportation Solutions (CTS) books for fee-for-service members, AmeriHealth Caritas New Hampshire members, and adult dental trips.

NH Healthy Families, the Centene plan, announced on July 21, 2020 that MTM would run its ride program from September 1, 2020. MTM’s letter to medical facilities, dated June 2, 2025, set July 1, 2025 as its first day for WellSense New Hampshire Medicaid. Both plans serve members statewide, and each has one MTM ride line for the whole state. A company that wants every Medicaid rider in its towns needs both brokers. See working with more than one broker.

What the two plans cover

WellSense lists rides to medical, behavioral health, and vision visits, a pharmacy pickup right after a doctor visit, methadone dosing at a methadone clinic, and Medicaid dental visits for members under 21. Both plans leave dental care for members 21 and older, and its rides, to the state’s dental plan, Delta Dental of New Hampshire with DentaQuest, whose rides CTS books at 844-304-6630. NH Healthy Families’ March 2026 handbook adds rides home from the emergency room, rides from a hospital or other facility, and pharmacy stops after a discharge or appointment. A non-emergency ride to the emergency room is not covered.

Ambulance companies need MTM too

New Hampshire Medicaid’s Ambulance Provider Reference Guide, final in April 2025, says scheduled non-emergency ambulance trips are coordinated through the brokers in the Quick Summary Guide and billed to the member’s plan broker, and that an ambulance company must be contracted to be paid. For NH Healthy Families and WellSense riders, that broker is MTM. Ambulance transfers between hospitals are arranged by the hospital directly. See adding ambulance service.

How riders book MTM trips

Each plan has its own MTM line, and the Quick Summary Guide lists both as open 24 hours a day, 7 days a week:

• NH Healthy Families: 888-597-1192.
• WellSense: 844-909-7433, also printed as 844-909-RIDE.

Routine rides need two business days of notice. Urgent rides, such as a ride home from urgent care or the emergency room, need three hours. The NH Healthy Families handbook also allows same-day requests for hospital discharges and Family and Friends rides. Since July 1, 2025, WellSense members can book, change, and cancel rides in MTM’s online portal, MTM Link.

WellSense facilities book through MTM Link’s facility portal or the WellSense line. MTM’s New Hampshire community outreach team is at CO-NH@mtm-inc.net, and NH Healthy Families has given medical providers their own MTM line, 888-597-1182, since September 2020.

What a booking tells you

WellSense asks members to say at booking whether they need help to the building door, are bringing children or a helper, and whether a wheelchair is extra wide, extra long, or weighs more than 600 pounds with the rider in it, which is the detail a wheelchair van crew needs before it arrives. NH Healthy Families asks about mobility aids, requires a parental consent form for members 16 or 17 who travel alone, and has an adult over 18 ride with members under 15.

The state’s Mobility Determination form, effective September 2025 and the same for every plan, records the mode, the wheelchair size and weight, and the help a rider needs. Health care staff fax or email it to the plan’s broker before the ride is booked: for both MTM plans, fax 877-406-0658, or email CM-CenteneNH@mtm-inc.net for NH Healthy Families and CM-WellSenseNH@mtm-inc.net for WellSense. The Ambulance Provider Reference Guide requires it for non-emergency ambulance trips too. WellSense tells providers that anyone in health care working with the member, a plan care manager or nursing facility staff included, may fill it out. It stays on file until a new form replaces it, though the form asks for a temporary need to be renewed each year.

The 2026 mileage limits on MTM rides

He-W 574, rewritten effective October 1, 2025, caps each Medicaid ride by round-trip miles to the destination: 30 to a pharmacy, 50 to a doctor or behavioral health provider, 90 to a hospital, dialysis, or physical, speech, or occupational therapy, 300 to a dentist, and 400 to a specialty provider. MTM’s two plans started on different dates.

• NH Healthy Families, from June 1, 2026. Its April 1, 2026 notice to medical providers says a ride or a mileage claim over the cap needs prior authorization. If the plan denies it, the member gets a written notice with the reason and the right to appeal to NH Healthy Families, and the plan points members to closer providers through its online provider search, which shows distances.
• WellSense, from August 1, 2026. Trips already approved over the cap, recurring ones included, stayed active through their current end date. New requests over the cap may qualify for an exception, ongoing long trips need medical documentation and plan review, and members may be asked to use a closer provider. The caps apply to Family and Friends mileage claims as well as to MTM rides.

The caps matter most on long standing orders. A rider whose dialysis center is 50 miles away runs 100 round-trip miles, over the 90-mile cap. Before you take a recurring trip that long, ask MTM whether the plan approved it and when that approval ends. See prior authorization, NEMT standing orders, and dialysis transportation.

Family and Friends drivers and the bus come first

Both plans’ member handbooks have members use the Family and Friends Mileage Reimbursement Program or public transportation when they can, and send a network vehicle only when neither works. A member with a car who does not join the program still gets a ride if they have no valid license, no working vehicle in the household, cannot travel or wait alone, or have a physical, cognitive, mental, or developmental limitation.

Since February 1, 2026, NH Healthy Families pays mileage only for drivers registered with MTM, each with a registration form and a copy of a license, and members who drive themselves must register too. WellSense uses the same registration and asks for each reimbursement form within 60 days of the appointment. See mileage reimbursement. The trips that reach your company are the ones neither option fits.

How to join MTM’s New Hampshire network

MTM signs New Hampshire companies through its national application, where New Hampshire is one of the states you can pick, as of October 2026. The interview, contract, credentialing, and training steps after it are on the MTM Health broker page. Two things are particular to New Hampshire.

• License wheelchair vans first. Saf-C 5917 has the Department of Safety’s EMS division license the company, for $100 if it is for-profit, and each van, for $20, with proof of at least $1 million of general and professional liability. The state guide covers the van inspection and the equipment list.
• Credential with CTS too if you want every rider. CTS credentials its own network for fee-for-service and AmeriHealth Caritas trips, so keep one set of documents current for both brokers. The credentialing checklist covers what to gather, and the compliance calendar keeps the renewal dates in one place.

Running MTM trips and getting paid

MTM’s national provider handbook (August 2022) sets its basic trip rules: confirm each pickup with the rider 24 hours ahead, wait 10 minutes past the pickup time at the right address before you report a no-show in MTM Link or by phone, and pick up a will-call within 60 minutes. The MTM Health broker page covers how MTM offers trips and scores providers.

WellSense tells its members to call MTM when a driver is more than 15 minutes late, or when a return ride has not come an hour after they called. MTM sends trips through MTM Link, its driver portal and app, which also connects to outside dispatch software. See managing will-call trips.

Your MTM contract sets your rate. He-W 574.10 splits a state wheelchair van payment into a base rate per one-way leg, loaded miles, and round-trip wait time, as the state guide explains, so ask MTM whether your rate follows those parts. See billing wait time.

MTM’s WellSense guide lists 866-436-0457 for complaints, and the Quick Summary Guide tells callers they can also complain on the plan’s MTM ride line. See rider complaints to brokers.

Who to call at MTM in New Hampshire

As of October 2026:

For	Contact
NH Healthy Families rides	888-597-1192
WellSense rides	844-909-7433
Medical providers, NH Healthy Families	888-597-1182
Facility and community outreach	CO-NH@mtm-inc.net
Mobility Determination forms	Fax 877-406-0658
Complaints	866-436-0457
Family and Friends trip logs	payme@mtm-inc.net, fax 888-513-1610
MTM headquarters	636-561-5686

NH Healthy Families member services is at 866-769-3085. Network companies take day-to-day questions to their MTM account representative.

What to do first

1. Decide which riders you want. MTM brings NH Healthy Families and WellSense members. Fee-for-service and AmeriHealth Caritas riders need CTS.
2. License your wheelchair vans with the EMS division before you apply for that work.
3. Apply on MTM’s Join Our Network page and pick New Hampshire.
4. Ask your network representative three things: MTM’s New Hampshire insurance limits, which towns and service levels need capacity, and how long recurring trips over the mileage caps get approved.
5. Set up the 24-hour confirmation call and the 10-minute no-show report in your dispatch routine before your first trip.