UnitedHealthcare Medicaid Transportation in Florida: MTM Health Lines, Ride Rules, and How to Get the Trips

UnitedHealthcare Community Plan of Florida is the Medicaid plan of UnitedHealthcare of Florida, Inc. MTM Health has booked its non-emergency rides since March 1, 2026, and Modivcare booked them before. Florida lets each Medicaid health plan hire its own broker, and the Florida guide covers enrollment and the other plans’ brokers. MTM’s application, credentialing, and pay are on the MTM Health page, and the March 2026 switch has its own report. This page covers the details that belong to UnitedHealthcare alone.

Where UnitedHealthcare’s Florida members live

The plan’s 2026 care provider manual lists three of the state’s nine Medicaid regions, and AHCA’s enrollment report for August 31, 2026 counts members in those three only. UnitedHealthcare had 227,428 members in Managed Medical Assistance (MMA), the main Medicaid program, and 25,131 in its long-term care (LTC) plan.

Region	Counties	UHC MMA members	UHC LTC members	Its biggest county
B	23 counties, from Nassau, Duval, and St. Johns south to Hernando, Lake, and Volusia	139,561	6,245	Duval, 39,319
D	Hardee, Highlands, Hillsborough, Manatee, Polk	36,172	2,581	Hillsborough, 18,570
I	Miami-Dade, Monroe	51,695	16,305	Miami-Dade, 50,865

North Florida holds most of the riders

Region B holds 61 percent of UnitedHealthcare’s Medicaid members and about a quarter of the region’s plan members. Only Sunshine Health is bigger there. UnitedHealthcare ranks second in 19 of the region’s 23 counties, and third in Alachua, Dixie, Gilchrist, and Hernando.

Its biggest counts after Duval are Volusia (23,665), Marion (13,910), and Lake (11,968). Its biggest shares are in Flagler (36 percent), Volusia (35 percent), and Clay (30 percent). It is also Region B’s largest LTC plan, with 6,245 of 22,098 members. It leads LTC in Duval (1,517), Volusia (828), Lake (686), and Marion (675). Humana, third in most of these counties, rides with Modivcare, so see Humana Healthy Horizons for that second agreement. Jacksonville’s vehicle-for-hire rules are on the Duval County page.

Miami-Dade, where UnitedHealthcare leads long-term care

UnitedHealthcare had 16,250 LTC members in Miami-Dade on August 31, 2026, or 27 percent of the county’s 60,082. Simply was next with 10,743. AHCA placed 15,526 of the plan’s 16,305 Region I LTC members in its home and community-based group, not in nursing facilities, so most of these riders start from a home or an assisted living facility.

Its 50,865 Miami-Dade Medicaid members put it fourth in the county, behind Simply, Sunshine, and Molina. Molina also rides with MTM, which makes MTM the broker for two of the county’s four largest plans. See Molina Healthcare of Florida and Miami-Dade County.

Region D

Region D is UnitedHealthcare’s smallest region, with 9 percent of the region’s plan members. Hillsborough and Polk (11,752) hold most of them, then Manatee (3,836), Highlands (1,479), and Hardee (444).

The numbers to put on your call sheet

UnitedHealthcare’s own papers print more than one number for the same MTM service. This table shows each one and where it appears.

Line	Number	Printed in
MTM reservations and ride assist, MMA and LTC	1-888-777-6528 (TTY 711)	The 2026 manual’s contact table, in a row marked effective March 1, 2026, and the July 2026 quick reference guide, which lists it as open 24/7
MTM line for hospitals	888-778-5136	The July 8, 2026 quick reference guide, which also names it the first stop for escalations
MTM hospital discharge line	1-888-778-5113	The 2026 manual (document PMG 20260204)
Modivcare’s former UnitedHealthcare lines	MMA 1-866-372-9891, LTC 1-877-931-4751	The manual’s medical management chapter, and Modivcare’s Florida facilities page as of September 30, 2026

The July guide is the newer of the two hospital sources, so give discharge planners 888-778-5136 and confirm it with your MTM network contact. The Modivcare lines served the plan’s riders before March 1, 2026. Replace them on anything you hand to riders, clinics, or dialysis centers.

UnitedHealthcare’s ride rules

Rule	UnitedHealthcare Community Plan of Florida, 2026 manual
Notice	At least 3 business days before the ride
Furthest ahead	30 days
Urgent trips	Hospital discharges, which skip the notice and are normally scheduled the same day
Critical trips	For MMA members, dialysis, chemotherapy, and wound care. Members are still asked to book them 3 days ahead, and can call and say a trip is urgent.
Ride types	Livery (door to door on request), sedan, van, taxi, or rideshare, wheelchair lift vehicle, stretcher van, mass transit, and advanced or basic life support ambulance
Bed-confined riders	Covered when the member is bed-confined before, during, and after the trip
Copay	None on non-emergency transportation for members 21 and older
Emergencies	911. MTM does not provide emergency transportation.

That is more notice than Humana asks, since its members can book with Modivcare 24 hours ahead. The manual lets UnitedHealthcare members book sooner only for discharges and critical treatment trips, so those are the short-notice trips to hold a van for.

Florida’s non-emergency transportation policy charges a $1 copay per trip unless the member is exempt or the plan waives it. UnitedHealthcare’s 2026 manual waives it for adults 21 and older, so your driver collects nothing from an adult rider.

Hospital discharges

The July 2026 quick reference guide says MTM tries to arrange each discharge as soon as possible but asks hospitals to allow a 3-hour pickup window. Hospitals can register for MTM Link Facilities to check trips booked through the facility reservation line, and the guide says not to use that portal for same-day trips. Unresolved problems go to MTM at 888-778-5136 first, then to CO-FL@mtm-inc.net or CareCoordinators-FLandMS@mtm-inc.net.

If you want this work, tell MTM that you can take same-day wheelchair and stretcher discharges inside a 3-hour window in your counties. See hospital discharge transportation and dialysis transportation.

Extra trips UnitedHealthcare pays for

The 2026 manual adds four transportation benefits that go beyond the state’s required rides. Florida calls them expanded benefits.

Benefit	Who gets it	Limit	Approval
Job search rides	Adults 18 and older, in the plan’s Pathways to Prosperity benefits	20 one-way or 10 round trips a year, within 30 miles of home	Each trip must be approved, with no prior authorization
Bus pass after a job	Adults 18 and older who find work	A 60-day bus pass, once a year	None
Gas card after a job	Adults 18 and older who find work where there is no public transit	One $50 gas reward card	None
Caregiver visits	Caregivers of members in home and community-based care	4 one-way trips to visit a member who lives in an assisted living or nursing facility	Prior authorization

Only the job search rides and caregiver visits put a rider in a vehicle. Ask MTM whether it books them in your counties, and check each job search address against the 30-mile limit before you accept the trip. For who may ride along on a medical trip, see escorts and caregivers.

Other MTM riders in UnitedHealthcare’s regions

MTM brings more than UnitedHealthcare riders into these counties:

• Regions B and D. The state’s NEMT waiver for July 1, 2025 to June 30, 2027 makes MTM the broker for Medicaid members outside a plan. They book at 1-844-239-5974.
• Region I. MTM books Molina’s 55,123 Medicaid members. Members outside a plan ride with Modivcare there.
• Statewide. AHCA’s second quarter 2026 report also lists MTM for the Children’s Medical Services Health Plan.

Ask your MTM network representative which of these programs your agreement covers in each county. See working with several brokers.

How to get UnitedHealthcare trips

1. Enroll with Florida Medicaid and get an NPI. The state’s July 1, 2026 plan contract makes UnitedHealthcare confirm both and onboard you within 60 days. If your onboarding runs past 60 days and the delay is not the plan’s fault, the plan may take back what it paid you. The Florida guide covers enrollment and the owners’ Level 2 screening.
2. Apply to MTM Health. Send the application on MTM’s service providers page and list every county in Regions B, D, and I you can serve. MTM says it replies quickly when it needs providers in your area and keeps your file when it does not. The MTM Health page covers its interview, credentialing, and training.
3. Get your local permit. In Miami-Dade, where UnitedHealthcare has the most long-term care members, wheelchair and stretcher service needs a Non-Emergency Certificate of Public Convenience and Necessity, which the Board of County Commissioners approves in three to six months. Each driver needs a chauffeur registration, and each vehicle needs the county’s inspection and operating permit decals. For Duval, see the Duval County page.
4. Close out Modivcare. Bill trips from before March 1, 2026 under your Modivcare agreement. See changing brokers.

Florida sets no state rate for wheelchair, stretcher, or ambulatory trips, so your MTM contract sets what a UnitedHealthcare trip pays.

Who to call

For	Contact
UnitedHealthcare ride bookings and ride assist	MTM Health, 1-888-777-6528 (TTY 711)
Hospital discharges and escalations	MTM, 888-778-5136, then CO-FL@mtm-inc.net
UnitedHealthcare Member Services	MMA 1-888-716-8787, LTC 1-800-791-9233 (TTY 711)
UnitedHealthcare LTC Provider Services	1-800-791-9233. MMA providers use chat in the UnitedHealthcare Provider Portal.
Members outside a plan in Regions B and D	MTM Health, 1-844-239-5974
Joining MTM’s network	The application on MTM’s service providers page

What to do first

1. Find your county in the region table. In Region B and Miami-Dade, UnitedHealthcare is one of the largest plans, and MTM books all of its rides.
2. Start your AHCA enrollment and, in Miami-Dade, your county certificate, since the county’s approval takes months.
3. Send MTM’s application listing every county, vehicle type, and stretcher or same-day capacity you have.
4. Fix your call sheets: 1-888-777-6528 for riders, 888-778-5136 for hospitals, and no Modivcare numbers for UnitedHealthcare.
5. Visit discharge planners and dialysis centers near you and tell them you run UnitedHealthcare trips for MTM.