Software for MTM transportation providers: MTM trips on your board on their own

What MTM expects from your trip records

MTM Health wants proof of every trip, captured while it happens. Its Wisconsin provider page says all trips must be tracked and documented electronically as proof of completion or member cancellation, through the MTM Link Driver app or the MTM Link Provider Portal. Its Connecticut provider page describes a second route: MTM can send trips by API to a provider’s own dispatch software.

The provider agreement spells out what “tracked” means. The version of MTM’s Transportation Provider Services Agreement dated January 1, 2023, which Pennsylvania’s Department of Human Services publishes, requires GPS tracking in every vehicle that carries members, through a device connected to the internet. That device has to report three things live:

1. Where the vehicle is
2. Trip events as they happen
3. Member signatures

MTM Link covers all three by itself. A provider can use outside routing, scheduling, and dispatch software instead, on two conditions: MTM gets to review the software first, and the software company can deliver the GPS data to MTM by API. The provider remains responsible for MTM receiving that data. When it does not arrive, the agreement allows suspended trips, termination, or liquidated damages, and MTM can decline to set up the API at all. Contracts vary by market and year, so read your own agreement and talk to your MTM representative before you move MTM work to a new system.

MTM’s service rules, and what software should do about each

Most of MTM’s day-to-day standards come from its general Transportation Provider Handbook (August 2022 edition), its state provider pages, and the standard agreement. Your market’s contract can add to them.

The no-show rule deserves the most attention. The driver has to report from the address, in real time, before leaving. A driver who drives off and calls it in later has broken the rule, even if the member never came out.

Credentials, claims, and the ten-year record

MTM ties payment to credentials. The standard agreement says no driver or attendant may run trips until fully credentialed, and trips run with an uncredentialed driver, attendant, or vehicle go unpaid. Each driver file, owner-drivers included, has to hold at least:

• A driver’s license
• A criminal background check before hiring and every year after
• A three-year motor vehicle record, pulled every year
• Drug and alcohol screening results: pre-employment, after an accident or on suspicion, and random testing under current FTA rules
• Training certificates, and every driver program has to cover HIPAA along with fraud, waste and abuse

Two more checks sit outside the file. No driver or attendant may appear on the HHS Inspector General’s exclusion list or the federal excluded parties list. Insurance has to stay in force for the whole agreement, and a lapse ends the agreement immediately, so policy renewal dates belong on the same calendar as driver credentials.

Keeping credentials current counts as much as building the first file. MTM’s handbook warns that when a credential expires, the provider may get less work or be closed to all work until the renewal is done and MTM has the proof. The driver file checklist lays out a folder that matches these items.

Money has its own clock. MTM pays properly submitted, uncontested invoices within 30 days of online submission, and a claim that reaches MTM more than 90 days past the trip date is ineligible unless MTM’s client allows a longer window. MTM agrees rates with each provider on an individual basis. Keep every record for ten years, which is the agreement’s minimum.

Running MTM trips beside facility and private-pay rides

The agreement itself is a reason not to depend on MTM alone. It promises no set trip count, and MTM alone decides how much work you get. Facility contracts and private-pay riders even out the weeks when MTM sends less.

Mixing payers on one schedule works when every trip carries its payer and that payer’s rules. Here is an example day for a four-van company:

Two rules keep that day clean. First, never bill an MTM member. Payment for an MTM trip comes from MTM alone, and that holds even when a claim goes unpaid. Second, keep MTM’s no-show rule separate from your own no-show policy for private riders, since the two decide different things. For the full broker profile, including every state MTM serves, read the MTM Health provider guide.

MTM programs changing in fall 2026

Several health plans and one state are moving work to MTM Health this fall, which means new MTM trips in those markets:

• Trips dated October 1, 2026 or later: fee-for-service Medicaid members in Virginia book through MTM Health. MTM Health also serves Blue Cross and Blue Shield Medicaid members in Texas and Illinois in place of Modivcare, including recurring trips and rides booked earlier for dates after the switch.
• From November 1, 2026: MTM Health arranges rides for members of Blue Cross and Blue Shield of New Mexico.
• Wisconsin: on May 21, 2026, the state announced its intent to select Verida as its next NEMT vendor. MTM continues through the procurement, and the state’s update of August 25, 2026 sets no transition date. See the Wisconsin guide.

What to look for in software for MTM work

1. Electronic records on every leg. Arrival, pickup, and drop-off times captured by the driver’s phone, not typed in later.
2. Signatures on screen. Collected at the trip and saved to that leg.
3. GPS on every trip. Location and route recorded while the van moves.
4. No-show evidence. Arrival time and minutes waited, saved before the driver leaves.
5. Will-call handling. Returns that stay on the board until the rider is ready.
6. Credential reminders. Warnings before a license, background check, insurance policy, or inspection lapses, since MTM stops paying for uncredentialed trips.
7. Per-payer rates and billing. MTM, facilities, and private riders priced and billed separately on one schedule.
8. Exports you can keep. Trip logs in plain formats, stored for ten years.

Our guide to passing a broker audit covers what a broker reviewer asks to see.

Where HealthRide fits MTM work

HealthRide connects with your brokers, like MTM, Alivi and Sentry. New MTM trips show up on your board on their own, so nobody retypes them or copies them out of a portal. Each MTM ride then runs through the same dispatch board and driver app as your facility and private-pay work, and it keeps its signatures, GPS miles, on-time record, and no-show wait time for the trip log. Broker connections explains the setup.