Transportation

We understand there may be times when you need a ride to your appointments for medical services or procedures.

A woman in the backseat of a car buckles her seatbelt

A woman in the backseat of a car buckles her seatbelt

We can help get you to your appointments for medical services or procedures, just call our transportation provider at 1-888-803-4947, 24 hours a day, seven days a week. TTY users, call 711.

If you have an emergency, call 911 or go to an emergency room near you.

woman sitting in wheelchair as it's lowered from a vehicle

Using the ride service

You can use our no-cost ride service for:

  • Ongoing or regular doctor visits
  • Sick visits and other medical care needs
  • Preventive services, such as physicals or mammograms
  • Pharmacies to pick up your prescriptions
  • Healthy Kids Dental services
  • Specialty mental health treatment, including substance use disorder treatment

Three ways to schedule a ride

To schedule a ride, call two days before your appointment. You'll need:

  • Blue Cross Complete member ID card
  • Date and time of your appointment
  • Address and phone number of your doctor’s office
  • Estimated pickup time

Use the MTM Link Member mobile app to book or change rides, see your driver’s location in real time, manage scheduled rides and receive notifications about your rides.

To download, search “MTM Link Member” on Google Play™ or the App Store®. You’ll need an email address to create an account.

For more information, view the MTM Link Member mobile app user guide.

Use the MTM Link Member mobile app to book or change rides, see your driver’s location in real time, manage scheduled rides and receive notifications about your rides.

To download, search “MTM Link Member” on Google Play™ or the App Store®. You’ll need an email address to create an account.

For more information, view the MTM Link Member mobile app user guide.

Other transportation options

When you schedule your ride, we’ll determine the best kind of transportation, based on your needs. The ride service uses a network of local transportation vendors, so you may be picked up by a cab company, a wheelchair‑equipped van or another type of vehicle.

In certain situations, you may use bus tokens or mileage reimbursement. Bus tokens may be offered if you’re able to ride the bus and the bus route is within a quarter of a mile of your home.

Mileage Reimbursement

If you have your own transportation and choose to drive yourself, you can get reimbursed for your mileage. Call 1-888-803-4947 before going to your appointment to get a trip number or request a mileage reimbursement form. You'll need to complete the form and have your doctor sign it. Mail, email or fax your completed log to MTM Health. If you have a relative or neighbor drive you, you can use the form to reimburse him or her.

You can schedule your gas mileage reimbursement trips in one of three ways:

  1. Call 1-888-803-4947 (TTY: 711)
  2. Use the MTM Link Member Portal
  3. Use the MTM Link Member mobile app. To download, search “MTM Link Member” on Google Play™ or the App Store®. You’ll need an email address to create an account.

You can request a gas mileage reimbursement trip on the day of your appointment, as long as it’s before your appointment time. If you’re requesting a gas mileage reimbursement trip with meals and lodging, call at least two days before your appointment.

Reimbursement requests – MTM Link Member mobile app

When you arrive at your doctor, select the green ‘I’m Here’ button. MTM Link will match your current location against your doctor’s. Select the ‘Submit Reimbursement’ button after the location has been verified for all parts of your ride. You can submit your claims using the MTM Link Member mobile app. This means no more paper trip logs, and you’ll receive your payments quicker. Submit your claims within 12 months of the ride taking place.

Paper trip log

You can also use a paper trip log for reimbursement requests. When you arrive at your doctor’s office, have your medical provider sign the log for each appointment. Mail, email or fax the completed log to MTM Health. Instructions are on the log. Submit trip logs within 12 months of the ride taking place. Once you submit your log, MTM Health will verify the information. Visit MTM Health to download a reimbursement log. If you don’t have access to a printer, call 1-888-803-4947 and request a mileage reimbursement log. If you submit your request using the MTM Link Member mobile app, you don’t need to submit a paper trip log.

For more information on mileage reimbursement, visit MTM Health.

For transportation assistance, call Blue Cross Complete’s Customer Service at 1-888-987-5832.

Frequently asked questions about Transportation Services

No. These rides are free for covered services and are part of your Blue Cross Complete health care benefits. 

However, these rides are for only medical services and pharmacy trips to pick up prescriptions. If you schedule a ride that isn’t for medical or pharmacy services, your plan won’t cover the cost.

Rides can be scheduled by:

  • Members who are 18 and older
  • Teens seeking family planning or pregnancy‑related services
  • Member's parent, legal guardian or authorized representative
  • A Blue Cross Complete case manager
  • A primary care provider, specialty care provider or Maternal Infant Health Provider
  • A hospital discharge planner
  • A social worker

You can schedule a return trip at the time you make your reservation. If you don’t know when you’ll need a return ride, call for a Will Call ride when you’re ready to be picked up  at 1‑888‑803‑4947. Please note that the wait for a Will Call pick‑up could be up to 60 minutes.

If you need to cancel a ride, call 1‑888‑803‑4947 at least four hours before your appointment.

You and one other passenger are allowed.

However, if you’re the caregiver and have up to four children younger than 18 in your care at the time of the scheduled appointment, the children are allowed to ride with you. You must inform the ride service of the additional passengers at the time you schedule your ride.

No. You're required to provide all necessary child safety or booster seats and any required medical equipment, such as wheelchairs and oxygen tanks. Riders without proper safety equipment or medical equipment won't be transported.

If you want to tell us about your ride or have any concerns, call Blue Cross Complete’s Customer Service at 1‑800‑228‑8554, 24 hours a day, seven days a week. TTY users should call 1-888-987-5832.

You’ll be picked up about one hour before your appointment.

You should schedule rides at least two business days before your appointment. If you can’t give two days' notice, you can still schedule a ride, but you will need to call us rather than make an online reservation.

If you need a return trip and you didn’t schedule it ahead of time, call for a “will call” ride at 1-888-803-4947. TTY users should call 711. You may have to wait up to one hour after you call for your ride to arrive.

Typical reasons for urgent visits include:

  • Visits to your doctor if you are pregnant
  • Sick visits
  • Follow up appointments scheduled within 24 hours of a hospital discharge
  • Any transportation request from the health plan   

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