# Carolina Complete Health Transportation: MTM Rides After the WellCare Merger and How to Get the Trips

Canonical URL: https://nemtguide.com/health-plans/carolina-complete-health/ · Updated 2026-09-30

Carolina Complete Health transportation has run through MTM Health since April 1, 2026, the day WellCare of North Carolina merged into the plan. Members book free rides at 1-844-784-8931, Monday through Saturday, 7 a.m. to 6 p.m., two business days to 30 days ahead. A NEMT company gets these trips by registering in NCTracks and joining MTM's network, not Modivcare's.

- Since April 1, 2026, only companies in MTM Health's network get Carolina Complete Health trips.
- The WellCare merger made the plan statewide, and the two plans averaged 775,172 members a month between them in the year to June 2025.
- NC Medicaid's ride list still shows the old Modivcare number, so give riders and facilities 1-844-784-8931.
- Wheelchair riders need a Level of Need form from their doctor on file with MTM.
- MTM voids North Carolina applications from companies not registered in NCTracks.

## Carolina Complete Health rides at a glance

| Fact | Details |
| --- | --- |
| Ride broker | MTM Health since April 1, 2026. Modivcare booked the plan's rides from July 1, 2021 until that date. |
| Member ride line | MTM at 1-844-784-8931 (TTY 711), Monday through Saturday, 7 a.m. to 6 p.m. Closed Sundays and seven national holidays. |
| Old number still listed | NC Medicaid's ride page, modified September 28, 2026, still shows 855-397-3601, the Modivcare line the plan used before April 1, 2026 |
| Where it serves | Statewide since the April 1, 2026 merger. Before it, the plan's state contract covered Medicaid Regions 3, 4, and 5. |
| Members before the merger | WellCare 495,738 and Carolina Complete Health 279,434 a month on average, July 2024 to June 2025 |
| Booking | At least 2 business days and no more than 30 days ahead. Recurring trips, such as dialysis, up to 3 months ahead. |
| Trip limit | None for rides to medical appointments, health care facilities, and pharmacies |
| Wheelchair riders | Need MTM's Level of Need form, filled out by their doctor and faxed to MTM at 1-877-406-0658 |
| How to get the trips | Register in NCTracks, then apply at mtm-inc.net/driverswanted. MTM voids applications without NCTracks registration. |
| Who runs the plan | A Provider-Led Entity governed by North Carolina physicians and partly owned by the NC Medical Society, the NC Community Health Center Association, and health centers |

Carolina Complete Health is a provider-led NC Medicaid Standard Plan. Its merger page says it is governed by North Carolina physicians and partly owned by the NC Medical Society, the NC Community Health Center Association, and federally qualified health centers. On April 1, 2026 two things happened at once: WellCare of North Carolina folded into it, and its members' rides moved from Modivcare to MTM Health. How the state's other plans and county offices handle rides is in the [North Carolina guide](https://nemtguide.com/states/north-carolina/), and MTM's other North Carolina work is on [MTM Health in North Carolina](https://nemtguide.com/brokers/mtm-health/north-carolina/).

## What changed on April 1, 2026

| | Before April 1, 2026 | From April 1, 2026 |
|---|---|---|
| Plans | Carolina Complete Health and WellCare of North Carolina | One plan, Carolina Complete Health |
| Area | Carolina Complete Health in Medicaid Regions 3, 4, and 5 | Statewide |
| Ride broker | Modivcare for Carolina Complete Health, MTM for WellCare | MTM Health for everyone |
| Member ride line | 1-855-397-3601 for Carolina Complete Health, 877-598-7602 for WellCare | 1-844-784-8931 |

NC Medicaid's merger page, modified March 18, 2026, says members of both plans moved into the merged plan automatically, and the state's vendor list names Medical Transportation Management, Inc. for NEMT. In the state's report for July 2024 through June 2025, WellCare averaged 495,738 members a month and Carolina Complete Health 279,434, or 775,172 between them. That is more than [Healthy Blue](https://nemtguide.com/health-plans/healthy-blue-north-carolina/), the largest single plan in that report, at 611,656. The plan's merger FAQ says the state turns off automatic assignment of new members to Carolina Complete Health in any region where it reaches 40% of enrollment, starting April 1, 2026.

For ride companies, the switch split the old networks. Companies that drove only for Modivcare lost these riders on April 1, 2026. MTM had arranged WellCare rides since May 1, 2022, so its North Carolina network already carried part of the merged plan's membership.

### The old number is still out there

NC Medicaid's ride page, modified September 28, 2026, and its May 2026 quick reference still list 855-397-3601 for Carolina Complete Health. The plan's own transportation update gives that number as Modivcare's, used before April 1, 2026, and its provider quick reference guide still shows it under Modivcare. Its member pages and April 2026 handbook give MTM's line, 1-844-784-8931. Hand the new number to every regular rider, dialysis center, and clinic you work with.

## How members book Carolina Complete Health rides

Members book with MTM at 1-844-784-8931 (TTY 711), Monday through Saturday, 7 a.m. to 6 p.m. MTM is closed Sundays and on New Year's Day, Memorial Day, July 4, Labor Day, Thanksgiving, the day after Thanksgiving, and Christmas Day. The April 2026 handbook tells members to call the same line after hours. A relative, a caregiver, or facility staff can book for a member, and members can also book, change, cancel, and track rides in MTM's member app, including a will-call return when the pickup time is not known.

| Rule | Carolina Complete Health |
|---|---|
| Notice | More than 48 business hours, and no more than 30 days ahead |
| Urgent trips | Less notice for sick visits, hospital discharges, and life-sustaining treatment |
| Standing rides | Subscription trips, such as dialysis, up to 3 months ahead |
| Yearly limit | None for medical appointments, health care facilities, and pharmacies |
| Covered visits | Medical, dental, vision, and behavioral health care, and prescription pickup after a primary care visit |
| Driver wait | Up to 5 minutes after the driver arrives |
| Short notice | MTM may send a rideshare car for short-notice trips or when a driver cancels at the last minute |
| Riders along | An attendant, or the parent or guardian of a member 17 or younger |
| Behavior | A member who harms a driver gets a written notice, and rides can be suspended |

Five minutes is not long at a door. Have drivers call the rider on arrival, and record the arrival time on every [trip log](https://nemtguide.com/templates/nemt-trip-log-template/). For dialysis riders, ask them to book subscription trips so the same days repeat: see [standing orders](https://nemtguide.com/guides/nemt-standing-orders/) and [dialysis transportation](https://nemtguide.com/guides/dialysis-transportation/).

### Trips that need plan approval

The plan's documents give two lists. The member page, as of September 2026, requires prior authorization for trips over 75 miles one way, out-of-state trips more than 40 miles past the border, air ambulance, and trips needing a hotel, a flight, or meals. The April 2026 handbook lists out-of-network providers, one-way trips over 100 miles or over $200, out-of-state providers, and services the plan does not cover. The member page tells members to call MTM first, and MTM passes the request to the plan. The handbook sends them to the plan's Transportation Services line, 1-833-552-3876. For a long trip, confirm the approval with MTM before your driver leaves. See [long distance medical transport](https://nemtguide.com/guides/long-distance-medical-transport/).

### The Level of Need form for wheelchair riders

A member who needs a wheelchair or another accommodation must have MTM's Level of Need form, and MTM needs it when the ride is booked. The primary care physician or treating provider fills it out and faxes it to MTM at 1-877-406-0658. The form asks which devices the member uses (walker, cane, manual, electric, or bariatric wheelchair with its weight, portable oxygen, or a service animal), whether they can transfer from a wheelchair on their own, whether weather limits their travel, and whether the need is temporary or permanent. MTM uses it to choose the member's [level of service](https://nemtguide.com/glossary/level-of-service/), including whether public transit will do, so ask wheelchair riders who used to ride with Modivcare whether their doctor has sent MTM the form. See [bariatric transportation](https://nemtguide.com/guides/bariatric-transportation/).

### Supplemental rides to community events

On top of medical rides, Carolina Complete Health offers supplemental transportation as a value-added service. Members 18 and older, or parents and guardians of members under 18, can get up to two round trips a plan year to community baby showers, support groups, Member Advisory Committee meetings, and other approved activities. Each trip is capped at 20 miles each way and booked with MTM at least two business days ahead.

## How to get Carolina Complete Health trips

The plan does not contract with ride companies. Its provider page, updated April 29, 2026, sends them to MTM.

1. **Register in NCTracks.** State policy requires every NEMT company in a plan's network to enroll as a Medicaid provider, and MTM voids North Carolina applications without it. The fee and site visit are in the [North Carolina guide](https://nemtguide.com/states/north-carolina/).
2. **Apply to MTM online.** The application linked from mtm-inc.net/driverswanted asks for your primary state, EIN, NPI, Medicaid ID, and whether you are registered with NCTracks.
3. **Finish MTM's onboarding.** An interview, a contract, credentialing, training, and a first trip follow. MTM's system stops assigning trips when a credential lapses. See [broker credentialing](https://nemtguide.com/guides/nemt-broker-credentialing/).
4. **List every county you can reach.** The plan is statewide now, so riders can come from counties outside the old Regions 3, 4, and 5.

State policy protects you in two ways that matter here. Plans and their brokers may not put exclusivity or non-compete terms in your contract. They also may not require a transportation company to take part in governing a Provider-Led Entity, which is what Carolina Complete Health is.

Your MTM agreement sets your rate. NC Medicaid's October 30, 2025 bulletin lists NEMT among services with no published state fee schedule. Billing and no-show terms are on [MTM Health in North Carolina](https://nemtguide.com/brokers/mtm-health/north-carolina/). In the July 2024 to June 2025 report, WellCare resolved 1,152 member grievances about NEMT and Carolina Complete Health 440, and the merged plan now answers for both groups of members. See [member grievances](https://nemtguide.com/glossary/member-grievance/).

## Who to call

| For | Contact |
|---|---|
| Member ride bookings and changes | MTM, 1-844-784-8931 (TTY 711) |
| Level of Need form questions | MTM, 1-888-561-8747. Fax completed forms to 1-877-406-0658. |
| Mileage reimbursement questions | MTM, 1-888-513-0703 |
| Carolina Complete Health Member and Provider Services | 1-833-552-3876, Monday through Saturday, 7 a.m. to 6 p.m. |
| Joining MTM | The online application at mtm-inc.net/driverswanted |

## What to do first

1. **Confirm your NCTracks registration is active,** because MTM's application asks for it.
2. **Apply to MTM** and name each county and service level you cover.
3. **Move your regular riders.** If you drove Carolina Complete Health members under Modivcare, give them 1-844-784-8931, ask dialysis riders to set up subscription trips, and make sure wheelchair riders' doctors fax a Level of Need form to MTM.
4. **Keep your Modivcare agreement** for Healthy Blue, AmeriHealth Caritas, and Tailored Plan riders. See [what to do when a broker changes](https://nemtguide.com/guides/nemt-broker-transition/).

## Frequently asked questions

### What is the Carolina Complete Health transportation phone number?

Members book with MTM Health at 1-844-784-8931 (TTY 711), Monday through Saturday, 7 a.m. to 6 p.m., and call the same number after hours. Carolina Complete Health Member Services is 1-833-552-3876. NC Medicaid's ride page, modified September 28, 2026, still lists 855-397-3601, which the plan's own pages give as the Modivcare line used before April 1, 2026.

### Who is Carolina Complete Health's transportation provider now?

MTM Health, since April 1, 2026. NC Medicaid's vendor list for the merged plan names Medical Transportation Management, Inc. for non-emergency medical transportation. Modivcare arranged Carolina Complete Health rides from July 1, 2021 until the switch. MTM does not drive the trips itself: it books them with transportation companies in its network.

### What happened to WellCare NC transportation?

WellCare of North Carolina merged into Carolina Complete Health on April 1, 2026, and its members moved into the merged plan automatically. WellCare had used MTM since May 1, 2022, and its members booked at 877-598-7602 as of NC Medicaid's May 2025 fact sheet. Former WellCare members now book through Carolina Complete Health's MTM line, 1-844-784-8931.

### How do I become a transportation provider for Carolina Complete Health?

Apply to MTM Health, not to the plan. Carolina Complete Health's provider page, updated April 29, 2026, sends transportation companies to mtm-inc.net/driverswanted and says applications from companies not registered with NCTracks are voided. After the application come an interview, a contract, credentialing, training, and a first trip.

### Is there a limit on Carolina Complete Health rides?

Not for covered care. The plan says there is no limit on the number of trips in a year between medical appointments, health care facilities, or pharmacies. Separately, members 18 and older, or parents and guardians of members under 18, can get up to two round trips a plan year to community events such as baby showers and support groups, within 20 miles each way.

### Do Carolina Complete Health members need a form for a wheelchair ride?

Yes. A member who needs a wheelchair or another accommodation needs MTM's Level of Need form, completed by their primary care physician or treating provider, and MTM needs it when the ride is booked. The doctor faxes it to MTM at 1-877-406-0658. Questions about the form go to MTM at 1-888-561-8747.

### Can I still get Carolina Complete Health trips through Modivcare?

No. Since April 1, 2026, the plan's rides go only to companies in MTM's network. A Modivcare agreement still brings trips for Healthy Blue, AmeriHealth Caritas, the foster care plan, and the Tailored Plans, so keep it. State policy bars exclusivity terms, so you can hold both contracts.

## Official resources

- [Carolina Complete Health: Transportation for members](https://www.carolinacompletehealth.com/members/medicaid/benefits-services/transportation.html)
- [Carolina Complete Health: Transportation Services for providers](https://network.carolinacompletehealth.com/resources/transportation-services.html)
- [MTM Health: Join the transportation provider network](https://www.mtm-inc.net/driverswanted/)
- [MTM: Level of Need form for Carolina Complete Health members](https://www.carolinacompletehealth.com/content/dam/centene/carolinacompletehealth/pdfs/NC_Caid_NEMT_Level_Of_Need_Form_Eng.pdf)
- [NCTracks: Provider enrollment](https://www.nctracks.nc.gov/content/public/providers/provider-enrollment.html)