MTM Health in Virginia: The New Fee-for-Service Broker (2027)

MTM Health takes over Virginia Medicaid’s fee-for-service rides with trips on October 1, 2026, after DMAS chose it in a competitive procurement, and it keeps arranging rides for Anthem HealthKeepers Plus. The DMV carrier certificate, bond, and insurance you need before any broker signs you are in the Virginia guide, and MTM’s other states are in our MTM Health guide. The rules below come from MTM’s Virginia provider handbook, approved August 10, 2026, and its Virginia web pages as of September 30, 2026.

Which Virginia rides MTM arranges

MTM’s fee-for-service program covers only members outside a Cardinal Care health plan, such as people newly eligible and not yet assigned a plan, and waiver members who have no plan. It also takes rides to three developmental disability waiver services for members in any plan: DMAS’s contact sheet of October 17, 2025 sends waiver ride questions to the fee-for-service line, and Humana’s and Sentara’s 2026 member handbooks send those rides there too.

Riders	How they book	Notice needed
Fee-for-service members	866-386-8331 (TTY 711), 24/7, or MTM Link and the MTM app from October 1, 2026	At least 5 business days, unless urgent
Any member going to Community Living, Family and Individual Support, or Building Independence waiver services	The same fee-for-service line. Day support facilities keep scheduling their own standing rides	Same as fee-for-service
Anthem HealthKeepers Plus members	877-892-3988. Anthem’s page still names Access2Care, which MTM owns	At least 2 business days

DMAS said on September 15, 2026 that the reservation line and the Where’s My Ride line, 866-246-9979, do not change. Two other details carry over from Modivcare. MTM now lists 866-810-8302 as its Virginia provider line, the number Modivcare’s contact list of May 26, 2026 gave for provider assistance. MTM’s main office is at 798 Park Ave NW in Norton, the same street address as Modivcare’s fee-for-service claims center, so label anything you mail for trips before October 1 to Modivcare. The Modivcare in Virginia page covers those final invoices.

Standing orders

DMAS’s September 15, 2026 bulletin says MTM will contact every fee-for-service member and facility with a standing order, for waiver services, chemotherapy, wound care, dialysis, and other regular treatments. Its facility page says it books standing orders up to six months at a time.

MTM assigns some trips without offering them to anyone else: standing orders set up with a designated provider, trips for a member with a required provider on file, and trips from a facility with its own transportation or a sole-source provider. If you drive a dialysis or day support group today, ask the facility to name your company when it reviews the standing order with MTM. See NEMT standing orders.

How to join MTM’s Virginia network

MTM recruits statewide. A representative walks you through three phases, application, credentialing, and contracting, after you send the questionnaire on its Join Our Network page. Before the first trip, MTM wants a company profile, a driver roster, and a vehicle roster:

• Company. Your service area (by FIPS code if MTM asks), days and hours, business license expiration, DMV intrastate operating authority with its expiration, any FMCSA authority or EMS permit, and your NPI.
• Drivers and attendants. Training dates for PASS, HIPAA, defensive driving, and, where they apply, first aid and wheelchair securement, plus license expiration and the dates of the last background check, driving record review, and any required drug screen.
• Vehicles. Inspection, license, and insurance expiration dates, the last broker inspection, plate and registration copies, and seating capacity.

Appendix B of MTM’s service agreement lists every document it wants. Let one lapse and MTM can cut your trip volume, put you on an improvement plan, refuse to pay for trips by that driver, or decline to renew your contract.

The handbook adds rules that catch companies from other states. Every vehicle must be titled and licensed in Virginia with DMV operating authority or an exemption, including vehicles garaged in a neighboring state. Taxi-plated vehicles also need a current license from the local taxi authority where one exists. If you serve a military base, your drivers and vehicles must be able to get on it.

For insurance, MTM asks for full coverage as Virginia requires, with MTM named certificate holder and additional insured on both policies, and workers’ compensation that meets state rules. MTM also encourages SWaM certification from Virginia’s Department of Small Business and Supplier Diversity, which reviews a complete application in about 60 business days.

Training before your first Virginia trip

DMAS requires every driver and attendant to finish the broker’s driver training before carrying a member (May 26, 2026), and MTM runs it at no cost to you. See Virginia’s driver training change. MTM’s training page sets the order:

1. Online PASS Basic first. Upload the certificate to MTM Link before any in-person class. A valid, unexpired PASS Basic and Securement certificate counts. See PASS certification.
2. Register each driver with their own email address, not one shared with coworkers or family. Each session holds 30 people.
3. Attend Driver Training. It runs six hours, with hands-on passenger securement. Bring the wheelchair or stretcher van you will work in, its securement tools or stretcher, a valid driver’s license to check in, and your own lunch. Parking is not covered.
4. Add Stretcher Training after Driver Training if you drive a stretcher van.

Miss 30 minutes or more and you repeat the whole session. An owner who will not drive skips Driver Training, and a company with no wheelchair trips skips the in-person PASS class. MTM’s calendar of September 8, 2026 listed sessions from September 9 to October 3, 2026 at hotels in Richmond, Roanoke, Fairfax, and Newport News, plus Winchester in the final week, and it posts new dates on its training page.

Under the handbook, MTM holds at least two sessions a year in each of six regions: Tidewater, Central, Charlottesville/Western, Roanoke/Alleghany, Southwest, and Northern/Winchester. It also holds provider meetings at least every quarter. Required modules include fraud, waste, and abuse and HIPAA compliance (again every year), mandatory reporter, cultural competency, sexual harassment, safety awareness, and four parts of MTM Link training: trips, credentials, claims and appeals, and the driver app.

How MTM offers and assigns Virginia trips

When	What happens
Automatically, once a trip is approved	Standing orders with a designated provider, required-provider members, and sole-source facility trips go straight to that provider
7 days before the appointment	Trips go to eligible providers in the service area, matched by capacity, hours, trip distance, and credentialing status
5 days before	The Marketplace shows every open trip in your authorized service area
4 to 5 days before	Dispatchers call providers about trips not yet offered or still pending
24 hours before pickup	The last point to turn back a trip you cannot run

Keep your capacity and hours current with MTM, since those settings decide what you are offered. MTM never assigns an urgent trip without your consent, but it expects you to keep enough vehicles and drivers for short-notice work in your area and hours.

On the road, MTM’s Virginia rules are:

• Returns. Arrive within 45 minutes of the call on a will-call return, and within three hours on a hospital discharge, where missing the window brings liquidated damages. A discharge may need a wheelchair from you.
• Delays. Tell the member or facility the new arrival time and tell MTM.
• Same driver. Use the same driver on standing orders where you can, and note why when you cannot.
• Mode. Never change the vehicle type or level of assistance on the trip. An unapproved swap can go unpaid.

Each manifest lists the member’s weight with any mobility device. Check it against your lift’s rated capacity, which MTM asks you to document along with the lift’s maker, model, and age.

MTM’s points, scorecard, and on-time bonus

MTM’s Virginia handbook scores safety and service with points, which last one year from the date they are assessed. They can come from a field audit, a complaint, or DMAS’s own monitoring.

Points	Result
3	No Marketplace access until points come off
5	A 5-day business suspension
8	A 10-day suspension and loss of any recurring trips assigned to you
10	Removal from MTM’s network

• 1 point each: a driver without the MTM name tag, an unbuckled passenger, moving before a passenger is secure, parking in an unsafe spot to load, or a vehicle inspection that ends “in process.”
• 2 points each: a driver or vehicle with an expired credential (points for each expired item), a substantiated securement complaint, a vehicle safety complaint such as a torn belt or dead air conditioning, or a missing required attendant.
• 3 points each: a driver, attendant, or vehicle never credentialed with MTM, an accident or incident you did not report, or abandoning a member, which includes the wrong drop-off or the wrong level of help. These also bring a suspension of at least 5 days.

A driver who is retrained after a serious violation and then commits another can no longer drive for any health plan MTM manages.

Your field monitor also reviews a scorecard with you. On top of the on-time, no-show, denied claim, GPS, and turnback targets in the Virginia guide, MTM holds substantiated complaints under 0.1 percent of trips and three claim checks under 0.99 percent each: trips logged in too few minutes for the miles claimed, overlapping claims (one driver in two vehicles, or two drivers in one vehicle, at once), and claims with missing or wrong information. Your service agreement sets the liquidated damage amounts.

The other side is a quarterly bonus. Providers at 95 percent on time or better for a calendar quarter split a pool of liquidated damages collected across the network, by trip volume and by tier. In the handbook’s $5,000 example, a provider at 100 percent on time counts its trip share 1.5 times, and one at 96.2 percent counts it once. See how to improve on-time performance.

Claims and pay

Run only trips MTM has authorized, each with its own trip ID. MTM sets rates with each provider and prices each claim from its Schedule A rate sheet for Virginia, by miles driven, mode, and shared rides. Submit a clean claim within 6 months of the trip, or 6 months from a Medicare denial if you billed Medicare first. Appeal a denial within 365 calendar days in MTM’s online claims portal, and call your field monitor to void a claim sent by mistake. MTM does not pay for no-shows. See how to bill NEMT brokers and how to appeal a denied claim.

Who to call at MTM in Virginia

For	Contact
Same-day provider questions, 24/7	866-810-8302, providerinquiries@mtm-inc.net
Main office and contact center, Norton, 24/7	276-794-2011, 798 Park Ave NW, Room 202A, Norton, VA 24273
Field office, Blacksburg	276-239-0398, 105 Roanoke St E
Field office, Manassas	571-340-4502, 10550 Linden Lake Plaza
Field office, Newport News	757-332-8080, 11815 Fountain Way
Field office, Richmond	404-904-9260, 3839 Gaskins Rd
Member reservations and facilities	866-386-8331
Where’s My Ride	866-246-9979
Fraud, waste, and abuse hotline	888-298-4033
Complaints about MTM	Your field monitor, mtm-inc.net/contact, or Quality Management, 16 Hawk Ridge Circle, Lake Saint Louis, MO 63367

Field offices keep 8:00 a.m. to 4:30 p.m. Eastern hours.

What to do first

1. Call 866-810-8302 and ask which counties and service levels MTM needs in Virginia, and whether your agreement will cover Anthem trips too.
2. Send the questionnaire on MTM’s Join Our Network page and have your DMV authority, NPI, and insurance certificates ready.
3. Book PASS Basic now for every driver, then a Driver Training seat before sessions fill.
4. Ask your facilities to name your company on each standing order they review with MTM.
5. Bill Modivcare for fee-for-service trips dated before October 1, 2026, on its payment schedule.

If you are moving work from Modivcare, the broker transition checklist covers final claims and handing over standing orders.