Medicaid Rides in New York

If you're new to this, start with how rides to medical appointments work. This page covers New York: who books Medicaid rides, the phone numbers, and what to do when a ride doesn't come.

If you use a wheelchair or no longer drive, getting to the doctor can take a lot of planning. With New York Medicaid, MAS books your rides to medical care, and the state pays MAS to do this. It doesn't matter if you're in a health plan or not. Call MAS or book online at medanswering.com. MAS picks the type of ride based on how you get around day to day.

You may qualify if

• You have New York Medicaid, with or without a health plan.
• The ride is to a Medicaid-covered medical visit, including a Medicare doctor if you have both.
• MAS approves the trip ahead of time, because every Medicaid ride needs its OK.

Not sure you qualify? Ask anyway, because MAS checks your Medicaid when you call. If you would rather not do it alone, a Pair Team advocate can book your rides with you in one call.

Who books your Medicaid ride

What are the MAS phone numbers?

Which MAS phone number you call depends on your county.

• Downstate: 844-666-6270 for the Bronx, Brooklyn, Manhattan, Queens, Staten Island, Nassau, Suffolk, Putnam and Westchester.
• Upstate: 866-932-7740 for all other counties.

Staff answer from 7 a.m. to 6 p.m., Monday to Friday. For urgent trips and hospital discharges, someone answers 24 hours a day, every day. MAS has help in any language and a relay service for people who are hard of hearing.

How do I book a Medicaid ride?

1. Call MAS or go online to book a Medicaid ride. Make an account at medanswering.com to book any time.
2. Book early, so MAS has time to set up the ride. Book routine visits at least 3 days ahead, transit passes by mail 5 days ahead and long trips 7 days ahead. Sick visits and urgent care can be booked the same day.
3. Have this ready: your Medicaid ID number (CIN), the date and time, your pickup address, and the doctor's name and address.
4. If you need a taxi, ambulette or ambulance, MAS gets a form from your doctor first, called the 2015 Form. Tell your doctor's office to expect it, so your ride isn't held up.
5. If you or a friend drives, book the trip as mileage before you go. Send the mileage form within 60 days to get paid back. Mileage isn't paid for trips between New York City's five boroughs, so ask MAS about a transit pass instead.

How do I set up rides to dialysis?

For dialysis rides, ask your dialysis center to set up a standing order with MAS. A standing order books the same trip on the same days and times, so you don't call before each treatment.

In New York, the center's staff request standing orders through the MAS online system, so you don't set it up yourself. If your schedule changes, tell the center so it can update the order. If something comes up, MAS can book a same-day ride to dialysis.

What if my ride does not come?

If your ride does not come, call MAS right away. MAS counts a pickup more than 15 minutes after the set time as late.

• Call your doctor or dialysis center to say you're running late.
• Write down the date, the time and the name of the ride company, so you have a record.
• File a complaint with MAS by phone, or online at medanswering.com.
• If MAS does not fix it, contact the state Department of Health at 518-473-2160 or medtrans@health.ny.gov. The state also has an online form for complaints about MAS.

What a Pair Team advocate does

In New York, a taxi or ambulette ride waits on the doctor's office sending MAS the 2015 Form. When that form is late, the visit can be missed too. This is what we do:

• Call MAS with you to book rides, and get the 2015 Form from your doctor when you need a taxi or ambulette.
• Work with your dialysis center to set up a standing order, and check that it gets renewed.
• Call MAS when a ride does not come, and file the complaint with you if it keeps happening.
• Help with what usually comes with it: Medicaid paperwork, food, utilities and housing.

An advocate is covered by Medicare if you qualify. It takes two minutes to find out.

Check if you qualify for a Pair Team advocate

Frequently asked questions

Do I have to pay the driver?

You don't have to pay the driver, because rides that MAS approves cost you nothing. Apart from bus or train fare, a ride company should never ask you for money. If one does, file a complaint with MAS.

Does Medicaid pay for rides to the pharmacy?

No, New York's Medicaid ride benefit does not cover trips to pharmacies, gyms, schools or grocery stores. For errands like these, ask your local Area Agency on Aging about senior rides.

Will the driver wait for me during my visit?

No, drivers do not have to wait during your appointment, so make sure your ride home is booked too.

Can I see a doctor outside my area?

You can see a doctor outside your area. But Medicaid pays for the ride only if the doctor who sends you fills out a 2020 Form. That form says the care you need isn't available closer to home, so ask that doctor for it before you book.

Can I choose my ride company?

You can sometimes choose your ride company. MAS may let you pick, or it may use a set company in your area, so ask when you book.

Is Medicaid transportation the same as Access-A-Ride?

No, Medicaid transportation is not the same as Access-A-Ride, which is New York City's paratransit service for people with disabilities. You apply for it on its own. See Medicare and Medicaid help in New York City.

Sources

• Medicaid Transportation, New York State Department of Health
• Enrollee Frequently Asked Questions, New York State Department of Health
• MLTC Non-emergency Medical Transportation Transition FAQs, New York State Department of Health
• MLTC Policy 24.01, New York State Department of Health
• Medical Answering Services
• MAS Transportation Provider Network Manual
• PACE, Medicare.gov