Member Support

• To schedule PT-1 approved transportation to your medical appointments. (Please note: PT-1 Transportation is non-emergency transportation. In the event of an emergency, you should contact an ambulance.)
• To cancel previously scheduled transportation
• To confirm the vendor transporting for a scheduled trip (You are not required to hold for a representative, you can use our automated system by calling our office then select option 2; enter your 12-digit MassHealth ID# found on your MassHealth card.)
• To file a complaint regarding your trip

• Transportation is a curb-to-curb service, not door to door
• You may be sharing rides with other MassHealth members
• You should be ready 15 minutes prior to your scheduled pick-up time
• Drivers are not allowed to make any unscheduled stops
• If you don’t know your return time and schedule a “will call” you may have a 60-minute wait from the time of your call for pick up
• Both members and drivers must wear seatbelts at all times
• You may not eat or drink in the vehicle
• Smoking (including e-cigarettes) is not allowed in any of the vehicles

• Questions regarding eligibility
• Changes to your address, or telephone number.
• To check on the status of pending PT-1’s – please note that Customer Service has up to 4 business days to process a PT-1

Your medical provider must submit a completed, signed PT-1 form to MassHealth on your behalf for approval; therefore, you must contact your provider for the following:

• Submission of a new PT-1
• Updating a PT-1
• Changes in frequency of visits or duration of treatment
• Addition of an escort on the PT-1
• Adding a wheelchair van prescription
• Adding an alternate pickup address
• Any other additional transportation needs should be documented in section 7 on the PT-

This information is meant to give MART’s Masshealth Members an understanding of our IVR (interactive voice response) system which we call Automated Trip Review. Below are the options in this automated telephone system and an explanation of what information each option provides to you the MassHealth Member. Please have your MassHealth (MMIS) ID number available when using this system, as it is required to get to your specific information.

Any time of day the Automated Trip Review system is available. Please listen to the options when you call any of MART’s member service phone numbers. Currently, after you choose your language, the automated system is option 1.

Once you arrive in the system you will hear the following:

You have accessed MART’s Automated System
-For Trip Review – press 1 or say Trip Review
-For PT-1 Review – press 2 or say PT-1 Review
-To cancel a trip for tomorrow – press 3 or say Cancel Trip
-To extend a standing order – press 4 or say Extend
-To return to MART’s main menu – press 6 or say ‘Beginning’
-To repeat the automated system’s main menu – press 9 or say ‘Main Menu’
-To speak with a reservation specialist, please remain on the line
-Once you choose any of options 1 through 4, then you will be prompted to enter your 12-digit MMIS number.

This option will allow the member to review trips that are already scheduled with MART. The member can review trips for that day and the next three (3) calendar days. The system will read their pickup time, the pickup address, the appointment time, the destination address, the return time, the assigned vendor (if any), and the assigned vendor’s telephone number.

This option will allow the member to review their active PT-1 forms. The system will read to them the Facility and/or Doctor name, the address, city, and the expiration date.

This option will allow the member to cancel any scheduled trips for the next three (3) calendar days. Any trip for the next day must be cancelled before 3:30 pm. The member will not be allowed to cancel same day transportation using the automated system. The member must call MART and/or their vendor to cancel a same day trip.

This option is currently under reconfiguration and is not available currently. Please speak with a Reservation Specialist to extend your standing order

• Vehicles should have the company name on the passenger side and rear of the vehicle.
• Smoking is not allowed on any vehicle (including e-cigarettes).
• Vehicles should have working heat and air conditioning.
• There should be a seatbelt with shoulder strap for every passenger in the vehicle.

• Wheelchair vehicles should have proper wheelchair restraints. In most cases this means secured in four places.
• Wheelchair vehicles should have appropriate lap/shoulder seatbelts.
• Wheelchair vehicles should have a raised roof (12 inches).
• Wheelchairs should be secured so that they are facing forward in the vehicle.

If you feel your wheelchair was not properly secured, please report that to your broker immediately!

• Whenever possible, schedule your trips at least three business days before your appointment.
• Transportation for urgent care appointments that were given on the same day or for the next day will be provided.
• Please be ready at your scheduled pickup time or a little earlier.
• No smoking, eating, and drinking on any vehicle.
• Everyone in the vehicle must wear seatbelts throughout the duration of the trip.
• If you need to cancel a previously scheduled trip, please give your broker at least one hour notice if possible.
• You can ask your broker to adjust your pickup time if they schedule a pickup that would make you late to your appointment.
• If you schedule a will-call return ride, meaning you call for your pick-up when your appointment is finished, your wait time may be 60 minutes or longer. You may find it easier to schedule your return trip for a later time than when you expect your appointment to end so you know exactly how long you must wait.
• Your ride may be shared with other members, but these additional pickups and drop-offs should not add more than 45 minutes to your trip.
• If you require an escort to assist you on your trip, you must ask your medical provider to indicate that on your PT-1.
• If you need to be picked up or dropped off at a location besides your home, that information must be added to your PT-1 as an alternate pickup address at the time of submission.

If something went wrong on your trip, we want to know. Please contact MART either:

• On the phone where you will be able to speak to a representative, please call (866) 834-9991
• On the Consumer Portal to provide your feedback in writing and to upload any photo/video evidence that you wish to provide. Go to https://cp-mart.qryde.com/cp/