Non-Emergency Medical Transportation (NEMT)
You can get rides to medical appointments at no cost to you.
Non-Emergency Medical Transportation (NEMT) is the new name for your transportation benefits under the Tailored Plan. Partners Health Management can arrange and pay for your transportation to help you get to and from your appointments for Medicaid-covered care. This service takes you to the closest provider for your needs. It is only for Medicaid-covered services.
Non-emergency transportation includes:
- Personal vehicles
- Taxis
- Vans
- Minibuses
- Mountain area transports
- Public transportation
The service takes you to the closest medical provider for your needs. This is only for Medicaid-covered services.
You can schedule a ride through our transportation provider, Modivcare, by calling 1-833-577-2309. You can schedule transportation up to 30 days before your appointment but not less than two days before the transportation is needed.
You may also call Partners Member and Recipients Service Line at 1-888-235-4673 and select Option 3 for transportation.
This service is free to you and transportation is also covered if you need someone to go with you to your appointment. If you or your child are under the age of 18, a caregiver, parent, guardian or adult friend must accompany you on your trip. There are no limits on the number of trips you can schedule during the year.
(NC Medicaid Direct members will continue to access NEMT through their local Department of Social Services. Eastern Band of Cherokee Indians with the Tribal Option plan and dual eligible (Medicaid and Medicare) individuals are not eligible for NEMT through the Partners Tailored Plan.)
What appointments are covered?
- Medical, dental and vision
- Behavioral health
- Prescription pickup following Primary Care Provider (PCP) appointments
- Non-medical appointments such as weight-control classes, including Weight Watchers
Note: transportation not covered by NEMT includes trips for members with the Innovations Waiver for day supports, respite, supported employment services and community living and support, trips for members in a nursing home or long-term care facility, trips for intensive in-home, Assertive Community Treatment Team (ACTT) and Community Support Team (CST) and members transferring between facilities and/or hospitals.
When you call, have the following information available:
- Your Medicaid ID number
- Your full name, current address and phone number
- The date of your appointment
- The name, address and phone number of where you are going
- The name, address and phone number of your doctor/provider
- The reason you need a ride
- The type of appointment (doctor/provider visit, lab test, etc.)
- The type of assistance or mobility aid you require
- If someone will be riding with you and that person’s information
Modivcare accepts reservations Monday-Saturday from 7 a.m. to 6 p.m. ModivCare is closed Sundays and national holidays (New Year’s Day, Memorial Day, July 4, Labor Day, Thanksgiving, day after Thanksgiving and Christmas Day).
NEMT Forms, Resources and Policies
Providers should complete the Standing Order Form for recurring appointments such as Substance Abuse Intensive Outpatient Program (SAIOP) trips, Day Program trips, etc.
For mileage reimbursement, please fill out the Mileage Reimbursement Trip Log in English or Español.
Additional Resources
Frequently Asked Questions
To schedule a ride, call Partners at 1-833-577-2309 or Modivcare at 1-855-397-3611. You can call Monday-Saturday, 7 a.m. – 6 p.m. Rides outside of normal business hours are available if the medical service you need is only offered during those times. Rides must be scheduled at least 48 hours in advance and can be booked up to 30 days ahead.
You can also schedule online through the Modivcare web portal at modivcare.com/login or using the Modivcare App. (Download the Modivcare App from Google Play® or the Apple App Store®.) You will need your Medicaid number. If you need help, your treatment provider can schedule the ride for you.
You can also schedule a ride by contacting PartnersACCESS Member Services at 1-888-235-4673, option 3.
Transportation includes personal vehicles (with mileage reimbursement), taxis, vans, minibuses, mountain area transport, Uber, Lyft, public transportation and basic life support ambulances. The transportation depends on your location and needs, but Partners will choose the least expensive option that fits your situation.
Partners follows the IRS rate for reimbursement, which is 65.5 cents per mile.
To get reimbursed, fill out the Mileage Reimbursement Trip Log on our website and submit to Modivcare for processing. You will need your trip number to complete the form.
NEMT covers medical, dental, vision, behavioral health appointments and prescription pickups. It also covers some non-medical appointments, like weight management classes (e.g., Weight Watchers).
Yes, a caregiver or companion can come with you. If you’re under 18, a parent, guardian or adult over 18 must come with you.
Yes, if you need a wheelchair-accessible vehicle or other accommodations, let Modivcare know when scheduling your ride.
Bring any supportive devices you use, like a wheelchair, oxygen tank or child safety seat.
Call Modivcare at 1-855-397-3611 if your ride is late. They will help you find your driver or arrange another ride.
Your ride should arrive within 15 minutes to an hour after your appointment. If it is delayed, call Modivcare at 1-855-397-3611 for an update.
If you need to cancel or change your ride, call Modivcare at 1-855-397-3611 at least 24 hours ahead. You can also cancel through the Modivcare App or online portal at modivcare.com/login.
There are no limits for medically necessary rides.
Tailored Plan Medicaid members are eligible, except those with dual Medicare/Medicaid eligibility, members in the Innovations Waiver attending Day Supports, members nursing homes or in long-term care, Tribal Option or those under NC Medicaid Direct (NEMT is handled by local county DSS for Medicaid Direct members).
Yes, NEMT is free for eligible Medicaid members.
Yes, if you have an urgent medical need like chemotherapy or radiation, you can request an urgent ride by calling Modivcare 1-855-397-3611. They will help you with pre-authorization assistance for your urgent ride.
If your ride request is denied, contact Modivcare for clarification. If you still need help, call Partners’ Member and Recipient Services Line at 1-888-235-4673 for further review.
Your ride might be denied if the service isn’t covered by Medicaid, if you don’t give complete information when scheduling or if there is a conflict with the appointment time. Make sure all details are correct when you ask for a ride.
For recurring appointments, your provider can complete a Standing Order Form, which is available on our website.
If your Medicaid status changes, you may need to switch transportation providers. To be sure, call the NC Medicaid Enrollment Broker at 833-870-5500 (TTY 833-870-5588).
Yes, NEMT can provide rides to pick up medical supplies or equipment that Medicaid covers.
Modivcare is open for ride reservations Monday-Saturday, but they are closed on Sundays and major holidays. If the medical service you need is only available outside of business hours, you can get a ride then. Make sure to plan ahead to avoid any issues.
Yes, a family member, caregiver or treatment provider can schedule your rides, as long as they have your Medicaid ID and appointment information.
NEMT does not cover rides when transportation is already part of the service, like Day Support Services. It also doesn’t cover services provided in the community, like Assertive Community Treatment Team (ACTT) or Community Support Teams (CST). If you’re not sure if your service is covered, check with your provider or Modivcare.
If you have a problem with NEMT, contact Modivcare’s customer service. If the issue isn’t fixed, you can file a complaint with Partners. You can do this by:
- Telephone – Call 1-888-235-HOPE (4673), option 4
- Mail – Partners Health Management, C/o Grievance/Complaint, 901 South New Hope Road, Gastonia, NC 28054
- Email – Grievances@partnersbhm.org
- On Partners’ website – Use our feedback form
- Or in person – Every employee at Partners is able to take your grievance or complaint.
Yes, transportation is covered if you’re being discharged from the hospital to your home. If you’re going to another medical facility or skilled nursing facility, NEMT will not cover the ride.
You need to schedule rides at least 48 hours before your appointment but no more than 30 days in advance. Modivcare will try to offer same-day service if possible.
NEMT services are available in all 15 counties that Partners serves. If you’re unsure if you’re in one of these counties, contact Partners for help.
For trips over 75 miles one-way, prior authorization is required. Contact Modivcare to get authorization.
No, Modivcare is the NEMT vendor, and members cannot opt out if they want free transportation.
The type of transportation you get depends on your needs. It could be a taxi, van, mini-bus, mountain area transport, public transportation, Uber, Lyft or personal vehicle. Your ride will arrive within 15 minutes of the scheduled pick-up time. You will get to your appointment on time and no earlier than 1 hour before it. Your ride home will be within 1 hour after your appointment ends.
If you are not happy with the service, you can file a complaint with Partners by:
- Telephone – Call 1-888-235-HOPE (4673), option 4.
- Mail – Partners Health Management, C/o Grievance/Complaint, 901 South New Hope Road, Gastonia, NC 28054
- Email – Grievances@partnersbhm.org
For more information, call Member and Recipient Services at 1-888-235-4673.
If your appointment requires more than 3 hours of travel, or if you need to stay overnight for medical reasons, you can request a hotel. If someone needs to go with you, their hotel stay will also be covered. Meals may be covered too, in certain situations:
- Breakfast if you leave before 6 a.m.
- Lunch if you are staying overnight
- Dinner if you return after 8 p.m.