What does wait time mean in NEMT?
Overview
Wait time in NEMT means three different things: how long a driver must wait at pickup before calling a no-show, how long a rider may wait for a return ride, and paid waiting time billed with HCPCS code T2007. Each is set by the state or broker. CMS notes that in most states, providers get no extra payment for waiting.
On this page
1. Waiting at the pickup
This is the wait before a driver may leave and report a no-show. The broker sets it, usually 10 to 20 minutes past the scheduled pickup time on NEMT trips, and the clock starts at the scheduled time or the start of the pickup window, not when the driver arrives early. The no-show entry lists the wait for each broker.
2. Waiting for the ride home
This is how long a rider may wait after the appointment. It matters most for will-call returns.
| Program | Return pickup limit |
|---|---|
| Louisiana (manual sections issued July 14, 2025) | Scheduled returns within 2 hours after the appointment ends. Will-calls within 2 hours of the request. |
| Virginia fee-for-service member handbook (June 2026) | Will-calls: the provider has up to 45 minutes to arrive. |
| MTM general Transportation Provider Handbook (August 2022) | Will-calls: pickup within 60 minutes of notification. |
| MTM Virginia and Rhode Island handbooks (2026) | Will-calls: arrive within 45 minutes of notification. Virginia also allows three hours for hospital discharges. |
| CareOregon (February 2024) | Complaints of arriving more than 30 minutes after a return request or scheduled return time are among the violations that can lead to suspension or termination. |
Our guide on handling will-call trips has more on planning for these limits.
3. Billable waiting time
Some programs pay the driver to wait at the appointment, using HCPCS code T2007, and many do not. CMS’s provider booklet says that in most states providers cannot receive extra payment for wait times, because those costs may already be built into the rates. The T2007 entry has the state rules, including Arizona’s five exclusions and Medi-Cal’s unpaid first 15 minutes.
Proof of the wait
HealthRide keeps recorded wait times on no-shows, so the time a driver spent at the door is part of the trip record.
Frequently asked questions
- How long does a NEMT driver have to wait for a rider?
- It depends on the broker, usually 10 to 20 minutes past the scheduled pickup time. MTM sets 10, CareOregon and SafeRide 15, and MediTrans 15 at a home and 20 at a facility. After the wait, the driver reports the no-show to dispatch or the broker before leaving.
- Can I bill for waiting while a rider is at the appointment?
- Only where the program pays for it, and then with conditions. Arizona and Medi-Cal pay waiting time with T2007 in half-hour units, and Colorado lists waiting time as not covered. Where a program does not pay, the cost of waiting is part of the trip rate.
- How long can a rider wait for a ride home?
- Each program sets a limit. Louisiana requires pickup within two hours after the appointment ends or after a will-call request. Virginia's member handbook gives the provider up to 45 minutes to arrive on a will-call. MTM's general handbook (August 2022) sets 60 minutes from notification, and its 2026 Virginia and Rhode Island handbooks set 45.
