Expert Guide for Dialysis, Therapy, and Mental Health Appointments
Dialysis three times a week, twice-weekly physical therapy, or weekly counseling sessions can turn transportation into a full-time concern. Non-Emergency Medical Transportation (NEMT) solves that problem—but only if you set up recurring rides running like clockwork. This comprehensive guide shows patients, caregivers, and clinic coordinators exactly how to establish standing orders, verify coverage, and maintain consistent transportation to critical ongoing treatments.
Understanding Minnesota's Recurring Ride System
Primary NEMT Coordinators for Recurring Rides:
Twin Cities Metro Area: MTM-MNET at (866) 467-1724
Northern Minnesota: MTM Health at (844) 399-9466
Other Counties: Contact your local county human services department
Critical Information: MTM Health schedules recurring trips for dialysis for up to six months at a time. Trips for all other standing order appointments can be scheduled for up to three months at a time.
1. Why Recurring NEMT Rides Matter for Treatment Success
A. Dialysis Transportation
- Frequency: Up to 156 sessions per year (Mon/Wed/Fri or Tue/Thu/Sat)
- Medical Risk: Missed treatments can cause fluid overload, cardiac events, and costly ER visits
- Transportation Priority: Precise timing (±15 minutes) and door-through-door assistance for post-treatment fatigue
B. Physical & Occupational Therapy
- Frequency: Two to four times weekly for 6-12 weeks
- Treatment Benefit: Consistent attendance accelerates recovery by approximately 30%
- Transportation Needs: Flexible seating for braces, walkers, and therapy equipment
C. Behavioral & Mental Health Services
- Frequency: Weekly or bi-weekly appointments
- Treatment Benefit: Reliable transportation reduces no-shows and maintains treatment momentum
- Transportation Priority: Discreet, punctual service with HIPAA-trained drivers
2. Verify Eligibility and Coverage Options
|
Coverage Type |
Recurring Ride Authorization |
Key Requirements |
|
Medical Assistance (MA) |
Most rides covered; 6 months for dialysis, 3 months for other treatments |
Must use least costly appropriate transportation |
|
Medicare Advantage |
Limited coverage varies by plan |
Prior authorization typically required |
|
State Waivers (CADI, BI, EW) |
Case manager must pre-authorize recurring transportation units |
Transportation must be in service plan |
|
Private Insurance |
Finite coverage |
Appeal process often necessary |
|
Veterans Affairs |
Mileage reimbursement or DAV van services |
Check VA Beneficiary Travel program |
|
Private Pay |
Direct payment arrangements |
Negotiate package discounts possible |
Important: Recipients must be attending a covered medical service and have no other way to get there. If you can drive yourself to covered appointments, or if a neighbor, friend, relative, or voluntary organization is able to drive, getting a ride through MTM is prohibited. However, you may be eligible for mileage reimbursement.
3. Step-by-Step Process for Setting Up Recurring Rides
A. Gather Essential Information
Before calling to schedule recurring rides, prepare:
- Patient name, date of birth, and insurance/MHCP ID number
- Complete treatment schedule (specific days, times, expected duration)
- Exact addresses including home entrance and specific clinic department
- Mobility requirements: wheelchair dimensions, oxygen needs, service animals
- Escort information and language/interpretation needs
B. Contact the Appropriate Coordinator
For Medical Assistance Recipients:
- Call MTM-MNET at (866) 467-1724 at least three business days before your healthcare appointment
- Medical facilities may also schedule trips through the MTM Link Facility Portal
- Business days exclude weekends, holidays, and the day you call
For Private Pay or Direct Provider Scheduling:
- Contact certified providers like Sunset Mobility Inc. at (507) 322-0701
- Verify provider has current STS certification and MHCP enrollment
- Confirm they serve your geographic area
C. Submit Required Documentation
Standing Order Requirements:
- Medical diagnosis and treatment necessity documentation
- Start and end dates for recurring transportation
- Specific frequency pattern (e.g., “Monday/Wednesday/Friday at 7:30 AM”)
- Ordering clinician’s signature and NPI number
Additional Documentation:
- Physician Certification Statement (PCS) for wheelchair or stretcher transport
- HIPAA release form (optional, allows driver communication about delays)
- Waiver service plan updates if using waiver funding
D. Confirm and Test Your Schedule
- Receive confirmation with trip calendar and unique trip identification numbers
- Schedule recurring trips through the SMP, or by calling 866-467-1724
- Test first week for timing accuracy and service quality
- Adjust scheduling as needed through dispatch coordination
4. Transportation Mode Options for Recurring Rides
MTM Health offers the following types of rides based on medical necessity:
Mode 1: Personal Mileage Reimbursement
- You drive your own vehicle to appointments
- Reimbursed at current IRS rate (approximately $0.70/mile in 2025)
- Must submit trip logs and receipts
Mode 2: Volunteer Transportation
- Available in Wright County only
- Volunteer drivers use personal vehicles
- Limited availability, advance scheduling necessary
Mode 3: Unassisted Commercial Transport
- Fixed Route Bus Tickets, taxi, or ride services
- The driver will be at the front of your residence and transport you to the curb of your medical facility
- For ambulatory passengers who don’t need assistance
Mode 4: Assisted Commercial Transport
- Based on medical need, drivers will come to the door of your home and bring you to the door of the medical facility
- Includes assistance with mobility devices and vehicle entry/exit
- Requires medical certification for approval
5. Best Practices by Treatment Type
Dialysis Recurring Rides
- Optimal Scheduling: If you have dialysis appointments, regularly recurring rides for those appointments can be scheduled by yourself or the healthcare provider for six months at a time
- Timing Considerations: Schedule early morning appointments when possible
- Post-Treatment Planning: If the return time is not known before the reservation, MTM Health will assign the return trip as a will-call trip
- Safety Protocols: Provide backup emergency contacts for post-dialysis complications
Physical & Occupational Therapy
- Scheduling Flexibility: Build 15-minute buffers into ride times for session overruns
- Equipment Accommodation: Ensure vehicles can accommodate braces, crutches, or therapy equipment
- Progress-Based Adjustments: Update frequency as treatment intensity changes
Behavioral & Mental Health Services
- Privacy Considerations: Request unmarked vehicles when privacy is important
- Driver Consistency: Ask for the same drivers when possible for comfort and familiarity
- Easy Modifications: Ensure simple rescheduling process for mental health crises
6. Managing Changes, Cancellations, and Disruptions
|
Situation |
Required Action |
Timeframe |
|
Rescheduled Appointment |
Call MTM Health immediately at 1-844-399-9466 if needing to cancel your trip or make any changes |
At least 24 hours advance notice |
|
Weather/Holiday Closure |
Monitor provider alerts and confirmations |
ASAP when aware |
|
Hospitalization |
Suspend recurring rides immediately |
Contact coordinator immediately |
|
Treatment Schedule Change |
Submit revised standing order |
Within 72 hours of change |
Important: Call MTM Health promptly at 1-844-399-9466 if you need to cancel your trip or make any changes. Excessive cancellations may result in temporary suspension of transportation benefits.
7. Monitoring Service Quality and Performance
Key Performance Indicators to Track:
- On-time Pickups: Target ≥95% within 15-minute window
- Return Trip Coordination: A transportation provider will arrive within one hour following a will-call request
- Driver Consistency: Same drivers for recurring appointments when possible
- Vehicle Condition: Clean, well-maintained, properly equipped vehicles
- Communication Quality: Clear notifications and responsive dispatch
When to Escalate Concerns:
- If your ride is more than 15 minutes late after your scheduled pick-up time, call MTM’s Where’s My Ride line at 888-863-9514
- Call MTM’s We Care line at 866-436-0457 if you have a complaint about the service you received
- Document persistent issues for formal complaint filing
8. Rider Responsibilities for Recurring Transportation
Essential Responsibilities:
- Be ready for rides at least 15 minutes prior to the scheduled pick-up time
- Maintain current contact information with your coordinator
- Communicate changes in medical condition or mobility needs
- Follow safety guidelines including seatbelt use
- Treat drivers and dispatch staff respectfully
Communication Protocols:
- Report service issues through proper channels
- Confirm rides during severe weather conditions
- Update emergency contacts and medical information as needed
Alternative Provider Options for Southeastern Minnesota
For residents in southeastern Minnesota counties (Olmsted, Winona, Dodge, Goodhue, Wabasha), Sunset Mobility Inc. provides recurring ride services:
Contact Information:
- Phone: (507) 322-0701
- Website: SunsetMobilityInc.com
- Email: dispatch@sunsetmobilitysolutions.com
Service Highlights:
- STS-certified and MHCP-enrolled
- Specialized in dialysis and therapy transportation
- ADA-compliant vehicles with mobility support
- HIPAA-compliant and culturally competent drivers
Technology Tools for Managing Recurring Rides
Available Platforms:
- Rides can be booked online through MTM Link
- Mobile apps for ride tracking and notifications
- Calendar integration with Google or Apple systems
- SMS alerts for pickup confirmations and delays
Communication Features:
- Real-time GPS tracking of assigned vehicles
- Automated reminder systems
- Two-way messaging with dispatch centers
- Multilingual customer service support
Conclusion: Building Reliable Transportation for Better Health
Recurring NEMT rides provide the foundation for consistent treatment attendance and improved health outcomes. By understanding Minnesota’s coordination system, following proper scheduling procedures, and maintaining close communication with the transportation provider, you can establish reliable transportation that supports your ongoing medical care.
Key Takeaways:
- MTM Health schedules recurring trips for dialysis for up to six months at a time. Trips for all other standing order appointments can be scheduled for up to three months at a time
- You must call at least three business days in advance for routine rides
- Medical necessity determines your transportation mode and level of assistance
- Consistent communication with coordinators ensures smooth ongoing service
Take Action: Contact your appropriate NEMT coordinator today to establish recurring transportation for your ongoing treatments. Reliable transportation is an investment in your health and treatment success.
Frequently Asked Questions About Recurring NEMT Rides
Q1: What if I need weekend recurring rides?
Some providers offer weekend service, but availability varies. Confirm weekend options when scheduling your initial recurring rides, as most MTM services operate Monday-Friday, 7 AM to 6 PM.
Q2: Can I schedule rides to multiple treatment centers?
Yes, standing orders can cover different destinations if your treatment schedule requires multiple locations. Each destination may need separate scheduling coordination.
Q3: How do I verify if my waiver includes transportation benefits?
Contact your case manager or county coordinator confirming transportation units are included in your waiver service plan. They can verify current authorization levels.
Q4: What happens if my provider is consistently late?
If a ride is more than 15 minutes late after your scheduled pick-up time, call MTM’s Where’s My Ride line at 888-863-9514. Document repeated issues and file complaints for chronic lateness.
Q5: Are drivers trained for cognitive disabilities or dementia?
Yes, qualified NEMT drivers receive training on cognitive impairment support, de-escalation techniques, and safe communication with passengers who have special needs.
Q6: Can I update my recurring schedule mid-month?
Yes, submit a revised standing order form or contact your case manager. Recurring trips may be scheduled through the SMP, or by calling 866-467-1724 for updates.
Q7: Are shared rides available for patients going to the same clinic?
Shared routing may be possible if patients live in proximity and agree to shared transportation. Discuss options with your coordinator during scheduling.
Q8: Do I get notifications before every recurring ride?
Most providers send automated confirmations. You may also call us at 866-467-1724 with at least three business days’ notice to confirm upcoming rides.
Q9: Can escorts or family members ride along on recurring trips?
Yes, with advance notice during initial scheduling. Include escort names and any special accommodations needed in your standing order.
Q10: What languages are supported by NEMT drivers?
MTM provides multilingual services to ensure members reach a friendly, helpful representative 24 hours a day, 7 days a week, 365 days a year. Interpretation services are available upon request.