MTM Facility Portal in 2027: How Clinics and Hospitals Book MTM Health Rides, State by State

What the MTM Link facility portal does

MTM Health calls its facility portal the MTM Link Facility Portal. It is a website where a clinic, hospital, dialysis center, or other medical facility books and manages rides for the Medicaid members it serves, instead of calling MTM’s contact center. It runs in a web browser, needs no software installed, and one account can cover one facility or several, according to MTM’s Wisconsin facility page (October 2026).

MTM’s portal reference guide (version V2 2026, posted on its Missouri facilities page) lists what a facility user can do:

• Book trips. One-way, round, and recurring trips, with extra legs and notes for the driver, such as a gate code or the entrance to use at a large hospital.
• See every trip on a calendar. The calendar reaches six months back and six months ahead.
• Watch the day in one list. The Daily View shows trips to and from your facility over a range of up to 15 days, which company has each trip, which trips have no company yet, and the arrival estimate for return rides.
• Track the driver. Where’s My Ride shows the driver’s live location once the driver taps En Route in the driver app.
• Verify attendance. Staff mark whether the member came to the appointment.
• Add staff logins. A Facility Admin creates accounts for coworkers without waiting on MTM.
• Request meals, lodging, parking, and tolls. These ancillary services appear only when the member’s health plan covers them.

Missouri’s Medicaid agency pointed clinics to the same portal on March 4, 2026. Its notice says facilities can request or cancel routine rides, check trip status, update a participant’s address or phone number, and check eligibility there.

How to get an MTM Link facility account

Getting access takes a form and an email from MTM. The steps, from MTM’s state facility pages as of October 2026:

1. Fill out the registration request. MTM’s Facilities Portal Registration Request form asks for the facility name, NPI, a contact name, email, phone and extension, a main and a secondary address, and whether the facility is a sole source provider (with its MTM vendor code). If you have more than two addresses, check the box and MTM will contact you for the rest.
2. Wait for the login. MTM’s Community Outreach team creates the account and sends the login details, say the Connecticut and Wisconsin pages.
3. Ask for training. Each state has its own outreach team. In every state on this page the address is CO- plus the state’s two-letter code at mtm-inc.net, such as CO-WI@mtm-inc.net, and northern Minnesota shares CO-MN@mtm-inc.net. The general address is CO@mtm-inc.net.
4. Ask for Facility Admin access. One person at your facility can then create and reset logins for the rest of the staff.
5. Bookmark your state’s login. Use the link on your state’s MTM facility page, because the pages do not all point to the same address.

If a password reset fails, MTM’s guide says to email CO@mtm-inc.net. Facility users can search only for members tied to the same health plan as the facility, so if a member’s plan does not appear, book that trip another way, such as by calling MTM, and tell your outreach contact.

How to book a ride in the portal, step by step

MTM’s V2 2026 guide walks through a trip request in this order:

1. Log in and search for the member by last name, member ID, or phone number. Make sure you have the right member before you click the row.
2. Click Add Service, then Continue.
3. If asked, pick the destination’s address type, such as hospital, dialysis, or residence.
4. Enter the date, trip reason, time, pickup address, and destination. Use Add Return Trip for a round trip, Add Leg for another stop, and Add Instructions for driver notes.
5. For the return, enter a pickup time, or choose Will Call if you do not know when the visit ends.
6. Fill in the passenger type, conditions, mobility aids, and level of service. These save to the member’s profile for later trips.
7. Pick the transportation mode. A wheelchair, stretcher, or other higher mode may need a Level of Need form before MTM approves the trip.
8. Review the service details and the request summary, then submit. A banner confirms the booking, and the trip appears on the member’s calendar.

Three habits keep bookings clean. Use the time the member must arrive, and for the return, the time the member will be ready to leave, as MTM’s Wisconsin, Minnesota, and Texas pages ask. Fill in the mobility aids and level of service every time, because the guide says those fields set the mode. And if the portal throws an error, call MTM right away so the trip is not booked twice or missed.

Two buttons work differently. The Now button, for the first leg only, asks for an immediate pickup and shows a pickup time equal to the moment you submit plus the health plan’s required lead time. The guide’s example is a trip sent at 11:15 a.m. with a 45-minute requirement, picked up at noon. A recurring trip repeats by day, week, or month, but it cannot be edited later: you cancel the series and create a new one. For how recurring rides work once booked, see NEMT standing orders.

What the portal cannot do, and what each status means

Some changes still need a phone call, per MTM’s V2 2026 guide:

• Same-day cancellations. These cannot be made in the portal. Call the contact center or use the chat feature.
• Changes within 24 hours. The cancel button turns gray with the message “Please contact MTM to update this request.”
• Recurring series. A repeating request cannot be edited, only canceled and rebooked.
• Meals, lodging, parking, and tolls. Once created, these cannot be edited, only canceled before the day of service, and only if MTM’s travel team has not booked them yet.

The status on each trip tells you where it stands:

• Pending. The request is waiting for approval.
• Provider Pending. MTM accepted the trip but has not assigned a transportation company.
• Turnback. A company accepted the trip and then sent it back to MTM.
• Denied or Failed Protocol. The trip broke a rule. Failed Protocol means you need to call MTM.
• En Route, Pick Up, and Drop Off. The driver is on the way, has the member on board with a signature, or has dropped the member off.
• Canceled. The trip was canceled, with the reason shown.

Facility lines and notice rules by state

MTM’s facility pages, as of October 2026, set these lines and lead times for a routine request, and the portal is another way to send one. Urgent trips can be booked with less notice in every state below.

State and program	Booking line and hours	Routine notice
Connecticut, HUSKY A, C, and D	1-855-478-7350, 7 a.m. to 6 p.m. weekdays, urgent 24/7	2 business days
Idaho Medicaid	1-877-503-1261, 24/7	2 business days
Iowa fee-for-service	1-866-572-7662, 8 a.m. to 5 p.m. weekdays, urgent 24/7	2 business days
Minnesota, Twin Cities metro	866-467-1724, 7 a.m. to 6 p.m. weekdays, urgent 24/7	3 business days, not counting the day you call
Northern Minnesota	1-844-399-9466, 7 a.m. to 6 p.m. weekdays, urgent 24/7	3 business days
Missouri, MO HealthNet	1-866-269-5927, 7 a.m. to 6 p.m. weekdays, urgent 24/7	2 business days urban, 3 basic or rural
Nevada, urban counties	1-844-879-7341, 7 a.m. to 6 p.m. Monday to Saturday, urgent and discharges 24/7	3 business days
Rhode Island	1-855-330-9131, 7 a.m. to 6 p.m. weekdays, urgent 24/7	2 business days
Virginia fee-for-service	1-866-386-8331, 24/7	5 business days
Wisconsin	866-907-1493, 24/7	2 business days, counting the day you call

Will-call returns and recurring trips differ too. The arrival time is how long after your call the company should arrive.

State	Will-call return	Recurring trips booked up to
Connecticut	1 hour	3 months
Idaho, Iowa, Missouri, Nevada	1 hour	6 months
Minnesota, Twin Cities metro	1 hour	6 months for dialysis, 3 months for other care
Northern Minnesota	1 hour	6 months
Rhode Island	45 minutes	6 months
Virginia	45 minutes	6 months
Wisconsin	1 hour, urgent 3 hours	6 months for dialysis, 3 months for other care

A few states add rules of their own:

• Connecticut. Rides cover HUSKY A, C, and D and limited benefit members, and an urgent trip is one where the member must be seen that day. Connecticut DSS names MTM as its current broker.
• Iowa. Iowa HHS lists MTM as the broker for fee-for-service members and for members of Iowa Total Care, Molina, and Wellpoint, whose ride lines are 877-271-4819, 866-849-2062, and 844-544-1389. MTM’s Iowa facility page covers fee-for-service members.
• Minnesota. The metro program also takes facility trip requests by fax at 651-645-9627 at any time. Northern Minnesota covers St. Louis, Aitkin, Carlton, Lake, and Cook counties.
• Missouri. The MO HealthNet NEMT manual (posted April 2026) counts the two or three days as business days and sets them by the member’s county.
• Nevada. Hospitals, tribal programs, social workers, and case managers have a Community Partners Line, 844-299-6333, open 24/7 since July 1, 2021, for inpatient discharges, transfers between facilities, and high-risk pregnancy trips. It is not for members booking their own rides. Nevada Medicaid’s page (updated September 29, 2026) says MTM authorizes rides for members in urban counties, while rural plan members ride through SafeRide Health.
• Rhode Island. MTM serves Medicaid members, the Elderly Transportation Program, and RI Works participants. Its state contract (effective July 1, 2025) requires a live agent to answer facility scheduling calls 24/7. Stretcher companies do not have to stay through the visit, so say whether the patient has somewhere to transfer.
• Texas. MTM’s facility page lists eight plans as of October 2026: Aetna Better Health of Texas, Blue Cross and Blue Shield of Texas (since October 1, 2026), Cook Children’s, Community Health Choice, Dell Children’s, El Paso Health, Parkland Community Health Plan, and Wellpoint. Members book on their plan’s ride line, and trained facilities book in the portal, which shows each plan’s scheduling rules. See MTM in Texas.
• Virginia. This program serves fee-for-service members only; members in a managed care plan book through their plan. Standing orders run up to six months for dialysis, chemotherapy, radiation, infusion, methadone, physical and occupational therapy, behavioral health, wound care, adult day care, and supportive employment. A DMAS bulletin (effective September 15, 2026) keeps facilities responsible for scheduling standing rides for intellectual and developmental disability waiver services. See MTM in Virginia.
• Wisconsin. Nursing home residents get MTM rides only if they elected hospice or are enrolled in Family Care, Family Care Partnership, or PACE. For an out-of-state trip, MTM first confirms with DHS or the member’s HMO that the visit is authorized. See MTM in Wisconsin for the move to Verida, which DHS had not dated as of its August 25, 2026 update.

When a ride is late or something goes wrong

Call your state’s booking line for the company’s arrival estimate, or open the trip’s Where’s My Ride tab. If the map has not moved, MTM’s guide says the driver may have lost signal or not tapped En Route.

For a complaint, most states use MTM’s We Care Line, 1-866-436-0457, or MTM’s online form, as of October 2026. That covers Connecticut, Idaho, Iowa, both Minnesota programs, Missouri, and Nevada. In the metro Minnesota program the line answers 7 a.m. to 5 p.m. weekdays and returns voicemails the next business day. Three states differ:

• Rhode Island. MTM’s page lists only the We Care Line, and MTM accepts a complaint for a Medicaid member only if the member authorizes the person filing it.
• Virginia. Call 1-866-386-8331 or use MTM’s contact page.
• Wisconsin. Call 866-907-1493, use the online form, or write to MTM Quality Assurance, 8383 Greenway Blvd, Suite 400, Middleton, WI 53562. MTM acknowledges a complaint within 24 hours and mails a response within 10 business days, and a final response within 30 business days if the issue takes longer.

What the portal means for your NEMT company

A portal booking is a trip request to MTM, not to you. MTM approves it, and the trip shows Provider Pending until MTM sets a company, so the ways to get more broker trips still decide your share. Two contract rules give facilities a say:

• Virginia. MTM’s provider handbook (approved August 10, 2026) sends a facility’s trips straight to the facility’s own vans or to its designated sole source provider.
• Rhode Island. MTM’s state contract (effective July 1, 2025) ranks a facility’s request for a company it has worked with third in MTM’s trip assignment order, after the right vehicle and the member’s own preference.

The portal also puts your work in front of the facility. Staff see your company’s name on each trip, the return arrival estimate, a Turnback status when you hand a trip back, and your driver’s location once the driver taps En Route. Three habits follow:

1. Tap En Route on every leg. That is what feeds the facility’s map, so staff can watch the van come instead of calling you.
2. Hand trips back early. Turnback is one of the statuses a facility can see on a trip. See broker trip offers and turnbacks.
3. Help your facilities sign up. Bring the registration link and the state’s outreach address when you visit a clinic, and ask staff to pre-set your company on standing orders: Virginia’s handbook assigns a standing order set up with a designated provider to that provider automatically. The hospital discharge guide covers what case managers need from you.

A facility that runs its own vans can also become an MTM provider for its own patients. MTM’s Idaho page posts a guide to becoming a sole source provider, and the portal registration form asks for that vendor code. For joining MTM’s network yourself, see how to become an MTM provider.