If you’re a Medicaid recipient in Illinois wondering about your transportation options for medical appointments, you’re not alone. Non-Emergency Medical Transportation (NEMT) services help thousands of Illinois residents access essential healthcare when they lack reliable transportation. Here are the most frequently asked questions about NEMT in Illinois, answered with the latest information for 2025.
1. What is Non-Emergency Medical Transportation (NEMT) in Illinois?
Non-Emergency Medical Transportation refers to rides provided to Illinois Medicaid recipients for scheduled medical appointments, treatments, and healthcare services. Unlike emergency ambulance services, NEMT covers planned transportation needs including doctor visits, dialysis appointments, physical therapy sessions, and prescription pickups.
Illinois provides NEMT services through contracted providers, and recipients can call (844) 644-6354 to arrange transportation. The service ensures that lack of transportation doesn’t prevent access to necessary medical care.
2. Who Qualifies for NEMT Services in Illinois?
Illinois NEMT eligibility primarily applies to active Medicaid recipients who meet specific criteria. You typically qualify if you:
- Have active Illinois Medicaid coverage
- Lack access to reliable personal transportation
- Need transportation for covered medical services
- Cannot use public transportation due to medical conditions or disability
- Live in areas without adequate public transportation options
Transportation providers must verify customer eligibility through the MEDI system to confirm Medicaid enrollment status, whether you’re enrolled in fee-for-service Medicaid or a Managed Care Organization (MCO).
3. How Do I Schedule NEMT Transportation in Illinois?
Scheduling your medical transportation in Illinois depends on your Medicaid plan type:
For Most Medicaid Recipients: Call the central scheduling number at (844) 644-6354 to arrange your ride.
For MCO Members: Contact your specific Managed Care Organization directly. If you’re unsure which MCO you belong to, call 1-855-828-4995 with your Medicaid Recipient Identification Number (RIN).
You should schedule your transportation at least 48 hours in advance when possible, though same-day requests may be accommodated based on availability and medical necessity.
Illinois NEMT covers transportation to a wide range of medical appointments and services, including:
- Primary care physician visits
- Specialist consultations
- Diagnostic procedures and lab work
- Physical therapy and rehabilitation services
- Mental health and substance abuse treatment
- Dialysis and ongoing treatment appointments
- Pharmacy visits for prescription medications
- Medical equipment pickup and fitting
The key requirement is that the appointment must be for a covered Medicaid service with an enrolled provider.
NEMT services are provided at no cost to eligible Illinois Medicaid recipients. This includes all covered medical transportation regardless of distance within approved service areas. You won’t pay copays, deductibles, or fees for scheduled medical transportation when using authorized NEMT providers.
However, if you use unauthorized transportation or miss scheduled rides without proper notice, you may face restrictions on future service availability.
Illinois NEMT services operate statewide, covering urban, suburban, and rural areas across all 102 counties. However, service availability and response times may vary based on location:
- Urban areas like Chicago typically have multiple provider options and shorter wait times
- Rural areas may have longer travel times and require more advance scheduling
- Cross-county transportation is generally available for specialized medical services not available locally
Some remote areas may have limited same-day availability, making advance scheduling particularly important for rural recipients.
Yes, Illinois NEMT services typically allow companions when medically necessary or appropriate. You can usually bring:
- A caregiver or aide if you require assistance
- A parent or guardian for minor children
- An interpreter for language assistance
- A support person for mental health appointments
When scheduling, inform the provider that you need space for a companion so they can arrange appropriate vehicle accommodations.
Illinois NEMT providers are required to accommodate individuals with mobility devices and disabilities. Available accessibility options include:
- Wheelchair accessible vehicles with lifts or ramps
- Stretcher transportation for bed-bound patients
- Vehicles equipped for scooters and walkers
- Assistance with boarding and securing mobility devices
When scheduling, specify your accessibility needs so the provider can dispatch an appropriately equipped vehicle and trained driver.
If your scheduled NEMT transportation fails to arrive:
- Wait at least 15 minutes past the scheduled pickup time
- Call the transportation provider immediately to report the issue
- Document the missed ride including date, time, and confirmation number
- Request immediate alternative transportation if available
- Contact your healthcare provider to reschedule if necessary
Persistent no-shows should be reported to your MCO or the Illinois Department of Healthcare and Family Services for investigation and resolution.
If you experience problems with your NEMT service, you have several complaint options:
For MCO Members: Contact your Managed Care Organization’s member services department first for immediate assistance.
For All Recipients: File complaints with the Illinois Department of Healthcare and Family Services if issues aren’t resolved at the provider level.
For Serious Safety Concerns: Report immediately to both your MCO and state oversight agencies.
TTY services are available at 7-1-1 for deaf and hard of hearing individuals who need to access complaint processes.
Working with Private NEMT Companies
Some Illinois areas also have private NEMT providers like Uber Health and DreamCareRides that work with healthcare facilities and insurance plans. These services may offer additional options for transportation scheduling and may be integrated with your healthcare provider’s systems.
Planning Ahead for Better Service
To maximize your NEMT experience in Illinois:
- Schedule rides at least 48-72 hours in advance when possible
- Keep your Medicaid information and provider details readily available
- Confirm your pickup time and location the day before your appointment
- Try to get there about 15 minutes before your pickup time to make sure everything runs smoothly
- Keep contact information for your transportation provider easily accessible
Understanding Your Rights
As an Illinois NEMT recipient, you have the right to:
- Safe, reliable transportation to covered medical appointments
- Respectful treatment from drivers and transportation staff
- Accommodations for disabilities and mobility needs
- Timely pickup and delivery to appointments
- File complaints when service standards aren’t met
NEMT policies and provider networks can change, so it’s important to stay updated on your benefits. Regular communication with your MCO member services and checking the Illinois Department of Healthcare and Family Services website helps ensure you have current information about your transportation benefits.
Remember that NEMT is a crucial Medicaid benefit designed to remove transportation barriers to healthcare access. If you’re having difficulty accessing these services or have questions about your specific situation, don’t hesitate to contact your Medicaid plan or the state Medicaid office for assistance.
By understanding your NEMT benefits and how to access them effectively, you can ensure that transportation challenges don’t prevent you from receiving the medical care you need in Illinois.
