Are you struggling to find reliable transportation to your medical appointments in Illinois? You’re not alone. Over 3 million Illinois residents rely on Medicaid, and many face transportation barriers that prevent them from accessing essential healthcare. Research shows that around 3.6 million Americans each year miss or delay medical care simply because they don’t have reliable transportation.
This comprehensive guide explains how Medicaid transportation brokers in Illinois can help you access the non-emergency medical transportation (NEMT) services you’re entitled to—whether you live in Chicago, Westmont, Springfield, or rural areas throughout the state.
What is a Medicaid Transportation Broker?
A Medicaid transportation broker acts as the crucial middleman between you (the Medicaid recipient) and transportation providers. Instead of contacting drivers directly, you schedule through these state-contracted companies who coordinate your medical rides.
Key Functions of Transportation Brokers:
- Verifying your Medicaid eligibility for transportation services
- Scheduling and dispatching appropriate vehicles based on your needs
- Ensuring quality standards for all transportation providers
- Processing payments to transportation companies
- Preventing fraud and improving system efficiency
- Handling complaints and service issues
Major Medicaid Transportation Brokers Serving Illinois
1. ModivCare (formerly LogistiCare)
Coverage: Primary broker for most Illinois counties
Phone: 1-866-588-5122 (Illinois Medicaid dedicated line)
Website: https://www.modivcare.com
Hours: Monday-Friday, 8am-5pm
ModivCare manages approximately 70% of NEMT services throughout Illinois and offers:
- Online reservation portal for tech-savvy users
- Standing order scheduling for recurring appointments
- Multi-language support services
- “Where’s My Ride” tracking functionality
2. First Transit
Coverage: Select downstate regions and certain suburban areas
Phone: 1-877-725-0569
Website: https://www.firsttransit.com
First Transit specializes in:
- Rural transportation solutions
- Wheelchair-accessible vehicle coordination
- Integration with public transit options where available
- Service for specialized medical appointments
3. MTM Transportation
Coverage: Specific managed care networks in Illinois
Phone: 1-866-834-9991
Website: https://www.mtm-inc.net
MTM primarily serves members of certain Illinois Medicaid managed care plans and focuses on:
- Healthcare facility partnerships
- Customized transportation plans
- Quality assurance monitoring
Illinois NEMT Eligibility Requirements
To qualify for non-emergency medical transportation in Illinois, you must:
- Be currently enrolled in Illinois Medicaid (including managed care plans)
- Have an appointment for a Medicaid-covered service
- Need transportation assistance due to:
- Physical or mental disability
- No access to private transportation
- Inability to use public transportation due to health conditions
- Living in an area without public transportation options
Documentation Needed: If you need special transportation—like a wheelchair van or stretcher vehicle—your healthcare provider might need to fill out a form to show it’s medically necessary.
How to Schedule a Medicaid Ride in Illinois
Step-by-Step Scheduling Process
- Identify your broker – Check your Medicaid card or contact your Managed Care Organization (MCO) to find your assigned transportation broker.
- Call at least 72 hours in advance – While urgent appointments may be accommodated with less notice, plan ahead whenever possible.
- Provide essential information:
- Your Medicaid ID number (found on your medical card)
- Full pickup address with apartment/unit number
- Complete destination address
- Appointment date and exact time
- Return pickup time (estimated if unknown)
- Any special needs (wheelchair, walker, oxygen, service animal)
- Whether an attendant will accompany you
- Confirm all details before ending the call and request a confirmation number.
- Save the broker’s “Where’s My Ride” number in your phone for day-of inquiries.
Pro Tip: If you have regular appointments (like dialysis or recurring therapy), ask about “standing order” rides that can be scheduled for weeks or months in advance.
Being prepared helps ensure a smooth transportation experience:
- Be ready 15 minutes early at your designated pickup location
- Bring your Medicaid card and photo ID
- Carry needed medications or medical supplies
- Dress appropriately for the weather (vehicles may run early or late)
- Have broker’s contact information accessible in case of issues
- Limit personal belongings to what you can manage yourself
Transportation Provider Standards
All Illinois Medicaid transportation providers must meet strict requirements:
- Drivers undergo background checks and safety training
- Vehicles receive regular maintenance and inspections
- ADA compliance for accessibility features
- Proper insurance coverage
- COVID-19 safety protocols when applicable
| Issue | What to Do | Who to Contact |
|---|---|---|
| Ride didn't show up | Call the "Where's My Ride" line immediately | Your assigned broker's support number |
| Driver arrived but left | Request a new pickup time | Broker's dispatch center |
| Wrong vehicle type sent | Refuse service if unsafe; request appropriate vehicle | Broker's customer service |
| Excessive wait times | Document wait duration; file complaint | Broker's quality assurance department |
| Rude or unsafe driver | Note driver ID or vehicle number; report immediately | Broker and Illinois Healthcare and Family Services |
| Repeated service problems | Request case manager intervention | Your MCO care coordinator |
If you experience ongoing issues with your transportation:
- Document everything – Dates, times, confirmation numbers, and names of representatives
- Contact your broker’s dedicated complaint line first
- Escalate to your Medicaid MCO if not resolved
- File a formal grievance with Illinois Healthcare and Family Services at 1-800-843-6154
- You can appeal the decision through a fair hearing if you feel services were wrongly denied.
While brokers typically assign transportation providers, you do have options:
- Request preferred providers like Excel Transportation in the Westmont/Chicagoland area
- Ask for driver consistency for recurring appointments
- Specify provider requirements based on previous positive experiences
- Indicate providers to avoid if you’ve had negative experiences
Most brokers will attempt to accommodate reasonable preferences when possible, especially for patients with special needs or anxiety around transportation.
Q: Is there a cost for Medicaid transportation in Illinois? A: NEMT services are typically free for eligible Medicaid recipients. Some managed care plans may have minimal copays for certain situations.
Q: How far in advance should I schedule my ride? A: At least 72 hours (3 business days) is recommended, though many brokers can accommodate urgent medical appointments with less notice.
Q: Is it allowed to have someone accompany me when I come for my appointment? A: Yes, one escort is generally allowed if medically necessary or if you’re a minor. Notify the broker when scheduling.
Q: What if I need to cancel my transportation? A: Contact your broker at least 24 hours in advance to avoid being marked as a “no-show,” which could affect future services.
Q: Can I get transportation to a pharmacy after my appointment? A: Yes, many brokers will accommodate a pharmacy stop if requested when scheduling your original ride.
Q: What if I need transportation outside my county? A: Out-of-county medical transportation is covered when necessary services aren’t available locally. Documentation from your provider may be required.
The Illinois Department of Healthcare and Family Services has implemented several changes to improve NEMT services:
- Enhanced verification systems to reduce appointment no-shows
- Expanded broker accountability metrics for timeliness and quality
- Increased mileage reimbursement rates for approved personal vehicles
- New technology integration including ride-tracking apps in some areas
- Extended service hours for certain medical necessities
If you need help navigating transportation services:
- Illinois Health Benefits Hotline: 1-800-226-0768
- Illinois Medicaid Managed Care Ombudsman: 1-800-246-8431
- Disability Rights Illinois: 1-800-537-2632
- Area Agencies on Aging (for seniors): 1-800-252-8966
NOTE: This guide is meant to provide general information and is not legal advice. Transportation broker details can change, so be sure to confirm everything with your Medicaid plan.
