How to Get Medicaid Transportation in New York: Complete Guide

If you have New York Medicaid, you're entitled to free transportation to medical appointments. The Medicaid Transportation program ensures members can get to and from their medical appointments at no cost—but many don't know it exists or how to use it.

This guide covers everything you need to know about Medicaid transportation in New York: how to request rides through MAS (Medical Answering Services), which phone numbers to call, what's covered, and how to handle problems.

What Is New York Medicaid Transportation?

According to the New York State Department of Health, the Medicaid Transportation program arranges non-emergency transportation for Medicaid members to get to and from their medical appointments. This includes pre-scheduled trips to primary care, specialists, the dentist, and other covered services.

The New York State Department of Health contracts with a transportation broker called Medical Answering Services (MAS) to manage the program. MAS schedules trips, manages contact centers, conducts utilization review, and performs other administrative functions.

Who Qualifies for New York Medicaid Transportation?

To qualify for Medicaid transportation, you must:

Be enrolled in New York Medicaid — This includes both Medicaid managed care plan members and fee-for-service Medicaid recipients
Have no other means of transportation — You don't have access to transportation due to financial or physical conditions
Be traveling to a Medicaid-covered service — The appointment must be with a Medicaid-enrolled provider

Important: All trips must be prior approved by the transportation manager (MAS) before you travel.

What New York Medicaid Transportation Covers

When prior authorized, New York Medicaid covers transportation to and from Medicaid-covered medical services, including:

Doctor and specialist appointments
Dental appointments
Mental health and substance abuse treatment
Dialysis treatments
Chemotherapy and radiation therapy
Pharmacy visits
Hospital visits and discharges
Lab work and diagnostic testing

Types of Transportation Available

New York Medicaid provides several transportation modes based on your medical needs:

Transportation Type	When It's Used
Public transit (bus/subway)	Members who can use public transportation
Taxi or livery	Members who need door-to-door service
Ambulette	Members who need wheelchair or stretcher transport
Ambulance (BLS/ALS)	Members requiring medical monitoring
Personal vehicle mileage	When approved for self-drive or family driver

How Transportation Mode Is Determined

The mode of transportation must be decided by a medical practitioner who is directly involved in your care. Trips are arranged at the most medically appropriate, cost-effective level of service. Generally, members travel using the same mode they use for daily living.

Ambulette Services

An ambulette is a special-purpose vehicle designed for non-emergency transport with wheelchair or stretcher capacity. You may qualify for ambulette service if:

You must be transported in a lying down position
You are wheelchair-bound and cannot use other transportation
You use a walker or crutches due to a disabling physical condition
You need treatment that results in a disabling post-treatment condition (such as dialysis, chemotherapy, or radiation)

Ambulette providers must provide personal assistance and door-to-door service at no additional charge—this means from your apartment door or nursing home room, not just the building entrance.

How to Request New York Medicaid Transportation

Phone Numbers by Region

New York City, Nassau, Suffolk, Putnam, and Westchester counties:

Phone: 1-844-666-6270
Hours: Monday–Friday, 7am–6pm (urgent requests available 24/7)

All other New York State counties:

Phone: 1-866-932-7740
Hours: Monday–Friday, 7am–6pm (urgent requests available 24/7)

Online scheduling: Create an account at medanswering.com

Booking Deadlines

Appointment Type	When to Book
Routine appointments	At least 3 days (72 hours) in advance
Public transit trips	At least 5 days in advance (so fare can be mailed)
Long-distance travel	At least 7 days in advance
Urgent/sick visits	Same day (call immediately)
Dialysis, chemotherapy	Same day requests may be accommodated

Step-by-Step: Booking Your Ride

Step 1: Call MAS or schedule online

Contact MAS at least 72 hours before your appointment. Have this information ready:

Your Medicaid ID number
Name and date of birth
Address and contact number
Reason for transportation
Appointment date, time, and location
Preferred transportation vendor (if any)
Any special needs or instructions

Step 2: Get your invoice number

Request an invoice number for every trip. This is your proof of prior approval and important for your records.

Step 3: Confirm before your appointment

The day before your appointment, verify your pickup time and location with MAS.

Step 4: Be ready for pickup

On the day of your appointment:

Be ready 15 minutes before your scheduled pickup time
Wait in a visible, accessible location
Have your Medicaid card with you
Bring MAS's phone number in case of issues

Mileage Reimbursement for Personal Vehicles

If you regularly use a private vehicle for transportation, you may be eligible for mileage reimbursement. This includes:

Self-drive: You drive yourself to appointments
In-dwelling driver: A family member who lives with you drives you
Out-of-dwelling driver: A family member or volunteer who doesn't live with you drives you

Mileage Rates

Mileage rates are based on the IRS medical mileage rate, which is updated annually. Different rates apply:

Self-drive and in-dwelling drivers receive the IRS medical mileage rate
Out-of-dwelling volunteer drivers receive a different (typically higher) rate

How to Get Mileage Reimbursement

Get prior approval: Call MAS before every trip to get authorization
Request an invoice number: This is your proof of approval
Submit reimbursement request: Within 60 calendar days of your appointment
Keep records: Save all documentation

Important: MAS only reimburses "loaded miles"—the miles traveled with you in the vehicle between the pickup location and appointment. The shortest distance route is used for calculation.

Escorts and Attendants

When an Escort Is Covered

Transportation for a necessary escort (such as a parent for a child or caregiver for a disabled adult) is covered when:

It is medically necessary for you to travel with an escort
MAS has received appropriate medical justification from your provider
The travel arrangements were prior approved

Escort Expenses

When MAS approves an escort, both you and the escort may be eligible for:

Meal reimbursement (based on receipts)
Lodging for overnight trips
Transportation costs

Note: There is no separate reimbursement for escorts on ambulette trips—escort transport is included in the ambulette service at no additional charge.

If You Have a Medicaid Managed Care Plan

Most New York Medicaid recipients are enrolled in managed care plans. As of recent changes, transportation has been "carved out" of many managed care plans and is now managed through MAS on a fee-for-service basis.

What this means for you: Whether you have managed care or fee-for-service Medicaid, you should contact MAS to schedule transportation:

NYC area: 1-844-666-6270
Rest of state: 1-866-932-7740

Some managed care plans may still have specific transportation arrangements. Check with your plan's Member Services if you're unsure.

What If You Have Problems with Transportation?

Step 1: Contact MAS

If your ride doesn't show up or you have immediate problems:

Call MAS at your regional number
Document the incident (date, time, invoice number)
Ask for alternative transportation if needed

Step 2: File a Complaint with MAS

To file a complaint about transportation services:

Online: medanswering.com/comments-or-concerns
Phone: Contact MAS at your regional number

Step 3: Contact the NYS Department of Health

If MAS doesn't resolve your issue:

Phone: 518-473-2160 (select option 1 for transportation)
Email: MedTrans@health.ny.gov

Step 4: File a Grievance with Your Managed Care Plan

If you have a managed care plan and are dissatisfied with transportation services, you can file a complaint or grievance with your plan. Contact Member Services using the number on your health plan card.

Step 5: Request a Fair Hearing

If your transportation request is denied, you have the right to request a Fair Hearing with the New York State Office of Temporary and Disability Assistance (OTDA).

For managed care plan denials:

First file a Plan Appeal within 60 days
If denied, request a Fair Hearing within 120 days

To request a Fair Hearing:

Phone: 1-800-342-3334
Online: otda.ny.gov/hearings/request

You must request the hearing within 60 days of the Notice of Decision.

Common Questions About New York Medicaid Transportation

Is there a cost for Medicaid transportation?

No. Transportation to authorized healthcare services is provided at no cost to you. Transportation providers should never request or accept direct payment from you for a Medicaid-authorized trip.

Can a family member drive me and get reimbursed?

Yes. Family members can receive mileage reimbursement for driving you to appointments. The rate depends on whether they live with you (in-dwelling) or not (out-of-dwelling). All trips must be prior approved by MAS.

Does New York Medicaid cover transportation to the pharmacy?

Yes. Trips to the pharmacy to pick up prescriptions are covered when prior authorized.

Can I get transportation to mental health appointments?

Yes. Transportation to mental health and substance abuse treatment appointments is covered.

What if I need a wheelchair van?

Ambulette services are available for members who need wheelchair transport. Your medical provider must verify your need, and trips must be prior authorized by MAS.

Can someone accompany me to my appointment?

Yes. If it's medically necessary for you to travel with an escort, transportation for the escort is covered when prior approved by MAS with appropriate medical justification.

What about emergency transportation?

Emergency (911-generated) ambulance services do not require prior authorization and are billed separately. For non-emergency needs, always contact MAS in advance.

Tips for Getting the Best Service

Book early — Call at least 72 hours ahead for routine appointments; 5 days for public transit
Get an invoice number — Always request this as proof of prior approval
Keep records — Save invoice numbers, driver information, and receipts
Be specific about your needs — Mention wheelchairs, stretchers, oxygen, or other requirements upfront
Know your deadlines — Submit reimbursement requests within 60 days
Report problems immediately — Document issues and contact MAS or DOH

Need Help Finding Transportation in New York?

Whether you have Medicaid or need private medical transportation, MedTransport Finder can help you locate NEMT providers throughout New York. Our directory includes providers in New York City, Buffalo, Rochester, Albany, Syracuse, and communities across all 62 counties.

Search for New York providers or contact us with questions.

Related:

How to Get Medicaid Transportation (general guide)
The Complete Guide to Non-Emergency Medical Transportation

Sources:

New York State Department of Health - Medicaid Transportation — Official program overview and policy information
NYC 311 - Medical Transportation for Medicaid Clients — NYC-specific contact information and eligibility
eMedNY Transportation Policy Manual — Detailed policy guidelines for transportation modes
Medical Answering Services (MAS) — Official transportation broker website for scheduling
NYS Office of Temporary and Disability Assistance - Fair Hearings — Information on appeals and fair hearing process
NYS DOH Managed Care Complaints and Appeals — How to file grievances with managed care plans