MTM in Wisconsin: Working the Statewide Program Before Verida (2027)

MTM, Inc. is the one company the Wisconsin Department of Health Services (DHS) pays to arrange Medicaid and BadgerCare Plus rides in every county. You sign your agreement with MTM, and MTM sends you trips, tracks them, and pays you. For company setup, WisDOT Passenger Carrier authority, and the vehicle and driver rules, use the Wisconsin guide. For MTM’s rules in its other states, see the MTM Health guide.

Who MTM drives for in Wisconsin

The DHS contract covers members of Wisconsin Medicaid (including IRIS), BadgerCare Plus (including Express Enrollment), Family Planning Only Services, and the Tuberculosis-Related Services-Only Benefit who have no other way to reach a covered appointment. Two groups sit outside it. Nursing home residents who have not elected hospice get rides coordinated by the nursing home. Family Care, Family Care Partnership, and PACE members get transportation from their managed care organization.

MTM reaches part of that second group anyway. Inclusa, the Family Care organization based in Stevens Point, and iCare, which runs Family Care Partnership out of Milwaukee, both name MTM as their transportation broker as of September 2026. Their members book on their own MTM lines: 888-889-0305 for Inclusa and 888-889-0951 for iCare. Both plans say those rides have different phone numbers, policies, eligibility rules, provider requirements, and payment processes from the DHS program. At the March 5, 2026 advisory council meeting, MTM said iCare and Inclusa were expanding their MTM network across the state. For how those long-term care contracts work in general, see PACE and long-term care transportation.

This is MTM’s second run as Wisconsin’s manager. Veyo replaced MTM on November 1, 2021, MTM bought Veyo in August 2022, and Wisconsin rides moved onto MTM’s own systems on February 1, 2024. DHS says the program kept Veyo’s transportation companies and drivers, its staff, and the 866-907-1493 ride line through that change.

How much MTM work there is, county by county

At the September 3, 2026 advisory council meeting, MTM reported 921,497 trips for 46,527 members from April through June 2026. Its network had 314 transportation providers, 486 independent driver providers, and 4,432 vehicles, and its call center took 259,650 calls.

DHS posts the manager’s monthly report. May 2026, the newest one posted as of September 30, 2026, counted 301,246 completed trip legs:

How the member traveled	Completed legs, May 2026
Sedan, van, or taxi	168,467
Gas mileage paid to the member	87,582
Owner operators, including volunteer drivers	29,259
Wheelchair vehicle	6,832
Bus	6,577
Ambulance	2,033
Stretcher	496

Wheelchair and stretcher legs together came to under 3 percent of the month, so most paid MTM rides in Wisconsin are ambulatory.

The same report shows how the work moves. Of the completed legs, 203,022 were standing orders tied to recurring appointments, and 36,143 were booked with less than 24 hours’ notice. Of the 406,006 legs reserved for May, 104,602 were canceled, about one in four, and 8,566 were member no-shows. See standing orders and same-day trips for planning around both.

The report also counts legs by the county where each one started. These counties had the most in May 2026:

County	Completed legs, May 2026
Milwaukee	92,710
Dane	33,291
Brown	15,072
Waukesha	10,286
Rock	10,195
Racine	9,137
Kenosha	8,292
La Crosse	7,945
Eau Claire	7,689
Outagamie	7,435
Marathon	7,319
Winnebago	6,842

At the other end, Florence County had 67 legs and Iron County 108. The report also counts legs outside Wisconsin: 720 in Minnesota, 100 in Illinois, 67 in Michigan, and 35 in Iowa, which matters if you run near a state line.

How to join MTM’s Wisconsin network

MTM says it is recruiting transportation providers throughout Wisconsin, as of September 2026. An MTM employee walks you through three stages:

1. Application. Fill out the questionnaire on MTM’s Join Our Network page and pick Wisconsin State DHS Medicaid as the program. MTM’s 2025 form asks which counties you serve, how many vehicles of each type you run, and your insurance limits. Unlike its sections for 18 other states and DC, it has no Wisconsin section that requires a state license or ID number to proceed.
2. Credentialing. Upload your credentials for MTM’s review. MTM holds you to its own standards for driver qualifications, driving records, and CPR, defensive driving, and passenger assistance training.
3. Contracting. Sign MTM’s agreement and complete the training MTM requires.

MTM told the council on March 5, 2026 that it approves or denies a driver within 3 to 5 business days once every credential is uploaded, accurate, and legible. When a driver leaves your company, ask your vendor account manager to take the driver off your account.

Under Wisconsin rules, vehicles without a permanent ramp or lift are common carriers, which do not enroll in Wisconsin Medicaid but must contract with MTM, and a human service vehicle also needs a current State Patrol inspection. A wheelchair or stretcher van must be enrolled with ForwardHealth as a specialized medical vehicle (SMV) and bill its trips to MTM, as the Wisconsin guide explains.

MTM’s Wisconsin page asks for a $1,000,000 combined single limit on both general liability and auto liability, with MTM as both certificate holder and additional insured. It adds that your coverage must also meet the level required for the class of vehicle you registered.

MTM’s recruiting page describes commercial providers as companies with multiple drivers and vehicles. A driver with one car of their own can join instead as a VeyoRide independent driver provider, recruited through MTM’s affiliate Veyo, and MTM’s Wisconsin page says its network depends on both. That page also points women-owned, minority-owned, and disabled veteran-owned businesses to the State of Wisconsin’s Supplier Diversity Program.

Trip rules MTM Wisconsin holds you to

MTM checks each trip with the member and the clinic before it reaches you. You still call the member the day before, confirm the pickup time, and check both addresses and times. If MTM’s details are wrong, call MTM’s provider support. If the member wants a change, the member calls 866-907-1493, and a new destination needs MTM’s approval first.

Situation	What MTM Wisconsin expects
A scheduled ride home	Pick up within 15 minutes of the scheduled time
A will-call ride home	Arrive within one hour of the member’s request
An urgent trip or a hospital discharge	Pick up within three hours
The member at pickup	Ready 15 minutes early. A member more than 10 minutes late may miss the ride.
The member still waiting 15 minutes past pickup	The member calls MTM for the ride’s status

At the curb and in the vehicle:

• Drivers generally do not come to the door, and at a hospital the driver is not required to go inside. When a facility asks for that service, MTM looks for a provider who will do it.
• MTM does not require you to supply wheelchairs or other medical equipment. Members bring their own travel equipment, including car seats.
• The member signs your driver log on the way to the appointment and again when leaving it.
• Extra stops happen only when MTM approved them ahead of time, such as a pharmacy on the way home.
• Service animals may ride at all times. Riders who are not medically necessary ride only in open seats: with four open seats, the member may bring three people.

Children follow Wisconsin program rules. Parents bring and install car seats and boosters, and MTM tells members drivers cannot help with them. Without the right seat, the child cannot take the ride. A 16- or 17-year-old may ride alone. A child of 12 to 15 may ride alone in a vehicle with a parental consent form on file, and a child of 4 to 11 only with a consent form and at least one other child going to the same day treatment or center-based applied behavior analysis program. To ride for a time without that other child, a 4- to 11-year-old also needs a parental exception consent and a facility consent. Every consent form must be in place before the ride. See children in NEMT.

MTM treats rides to dialysis, cancer treatment, hospital care, and dental appointments as critical, and sickle cell disease treatment joined that list on January 1, 2026. At each 2026 council meeting, MTM reported unsuccessful critical care trips and unsuccessful trips for minors on their own charts, so those are the rides to protect first.

How MTM pays Wisconsin providers

MTM discusses and sets rates with each company individually, so settle your rates before you sign. It pays weekly by direct deposit. It does not pay for member no-shows. When a member tells you on the confirmation call that they will not go, have them cancel with MTM at 866-907-1493. If they have not canceled by the pickup time, cancel the trip in the MTM Link provider portal yourself.

MTM requires every trip to be tracked electronically, in the MTM Link driver app or the provider portal, as proof that it was completed or canceled. If you run your own dispatch software, MTM can send trips to it through an API instead of the portal. MTM’s provider tips, linked from its Wisconsin page, allow no turnbacks on the day of the trip, so check your future trips daily and turn back what you cannot cover as early as you can. At the September 2026 council meeting, MTM charted Wisconsin’s turnback rate against its nationwide average.

For SMV trips through MTM, ForwardHealth’s NEMT handbook has you ask the member for a $1 copay each time a base rate is billed, unless the member is exempt.

When pay goes wrong, you have two places to turn. DHS requires MTM to keep a transportation provider ombudsman for questions and claims processing, reached at providerswi@mtm-inc.net. At the March 5, 2026 meeting, several ambulance companies raised delayed payments and trouble getting denial and remittance files, and DHS asked council members with ambulance transportation problems to email DHSNEMTInfo@dhs.wisconsin.gov. Keep your own trip log so every claim has a record behind it.

How DHS scores MTM, and why it reaches you

DHS keeps a full-time contract monitor on the program and holds MTM to 99.7 percent complaint-free rides, with possible penalties when MTM misses its standards. In May 2026, the program ran 99.84 percent complaint free with 481 substantiated complaints. Most of the largest categories are about the ride itself:

Substantiated complaint, May 2026	Count
Ride never came (no vehicle found, or the provider did not arrive)	197
Late or slow service	92
The driver	54
Driver service or delivery	32
Trip scheduling accuracy	27
MTM call center service	26

Trips that started in Milwaukee County drew 164 of that month’s complaints.

At the September 3, 2026 meeting, MTM said the best way to cut complaints is to find the best provider for each member and trip. It also said MTM and DHS had spent 18 months reviewing providers against contract metrics, and that fraud, waste, and abuse findings removed some providers from the network. At the June 4, 2026 meeting, MTM tied a rise in unsuccessful trips to network and provider changes. Track your own late pickups and missed trips each week, and see broker scorecards.

The Transportation Advisory Council includes transportation companies, and its meetings are open to the public. It meets the first Thursday of March, June, September, and December, next by Zoom on December 3, 2026, from 10:30 a.m. to 12:30 p.m.

The MTM Wisconsin trip log and mileage reimbursement

The trip log MTM posts for Wisconsin is the Reimbursement Trip Log, revised May 1, 2024, for members who drive themselves or ride with a friend or relative. It is not your company’s paperwork. As of September 2026 it works like this:

1. Approval first. The member books the trip in the MTM Link Member app or at 866-907-1493 by 11:59 p.m. on the day of the ride. A trip over 40 miles must be booked by phone.
2. Proof. On paper, a health care provider at the visit signs each trip. In the app, the member taps I’m Leaving and I’m Here, GPS confirms the visit, no signature is needed, and the claim goes in the same day.
3. Deadline. A paper log goes to MTM within one year of the first appointment on it: online, by mail to MTM, Attention: Trip Logs, 16 Hawk Ridge Dr., Lake St. Louis, MO 63367, or by fax to 877-318-1435.
4. Payment. Members may get 24 cents a mile, paid on an MTM Currency debit card from U.S. Bank, by direct deposit, or by check. App claims are paid within 7 business days of verification and paper logs within 15.

App claims rose to 27.6 percent of mileage claims in June 2026. DHS told the September 2026 council it was seeing more fair hearings and complaints over mileage for trips more than a year old. See mileage reimbursement.

What Verida means for MTM providers in Wisconsin

DHS announced its notice of intent to select Verida, Inc. under RFP S-1699 DMS-25 on May 21, 2026. Its vendor page, last revised August 25, 2026, says MTM’s contract continues through the procurement, members’ covered services do not change, and transportation providers and facilities do not need to do anything yet. When Veyo replaced MTM in 2021, ForwardHealth’s provider notice was dated September 2021, for a November 1 start.

Keep running and billing MTM trips, and keep your credentials current so your file is ready for a new manager. Join the DHS email list for the Non-Emergency Medical Transportation Manager to get DHS’s updates on the switch. Read Wisconsin picks Verida, the Verida guide, and the broker transition checklist.

Who to call at MTM in Wisconsin

For	Contact
Joining the network, your agreement, trips, and claims	Vendor account management and the transportation provider ombuds, providerswi@mtm-inc.net
MTM’s Wisconsin office	8383 Greenway Blvd, Suite 400, Middleton, WI 53562, open 9 a.m. to 5 p.m. Central
Portal or driver app help, in real time	MTM dispatch line, 888-597-1180
Member rides, changes, cancellations, and late rides	866-907-1493 (TTY 711), scheduling 24 hours a day
Member complaints	866-907-1493, QOEast@mtm-inc.net, or MTM Quality Assurance at the Middleton office
Member appeals	MTM Ombuds, 636-674-6386
Clinic and hospital portal accounts	MTM Community Outreach, CO-WI@mtm-inc.net
Member app help	MTM Navigator Line, 888-597-1189
Inclusa and iCare member rides	Separate MTM lines, 888-889-0305 (Inclusa) and 888-889-0951 (iCare)
The DHS NEMT team	DHSNEMTInfo@dhs.wisconsin.gov

What to do first

1. Email providerswi@mtm-inc.net and ask which counties and ride types need providers near you.
2. Pick your vehicles from the numbers. Most paid legs are ambulatory, and a wheelchair or stretcher van needs ForwardHealth SMV enrollment before MTM can pay you for it.
3. Insure to MTM’s limits, $1 million combined single limit general and auto liability, with MTM as certificate holder and additional insured.
4. Apply through Join Our Network, choose Wisconsin State DHS Medicaid, and ask about Inclusa and iCare rides too.
5. Upload complete, legible driver files, since MTM decides on drivers within 3 to 5 business days once everything is in.
6. Put the MTM Link driver app on every phone and make the day-before confirmation call a routine.
7. Join the DHS NEMT manager email list and mark December 3, 2026 for the next council meeting.