Non-Emergency Transportation (NET) services
What is Non-Emergency Transportation (NET)?
- As a Medicaid beneficiary, you may be eligible to get a ride to and from your doctor appointments or other covered Medicaid services.
- You do not have to pay anything.
- You can go to a specialist outside your local area if you have a referral from your doctor.
- NET will only take you to and from Medicaid-covered services.
Who can use NET?
- You must be on Medicaid or ARKids First Plan A.
- You must try to find another ride first – maybe with friends or family members.
- You must not have any other way to get to your appointment.
You cannot use NET if you
- Are in a nursing home
- Are a qualified Medicare beneficiary (QMB)
- Are in an ICF/MR (a home for people with mental retardation)
- Use ARKids First Plan B
- Qualify for Medicaid only under the family planning waiver or tuberculosis program
How do I schedule a NET ride?
- Find out who your NET broker is for your region.
- If you can’t find your broker on the NET map, you can call the Medicaid Transportation Help Line toll-free at 888-987-1200, option 1. We can help you find out who your broker is and how to contact them.
- Call the NET broker in your region at least 48 hours (two whole days) before your appointment. (Don’t count Saturday, Sunday or holidays.) For example, if you need a ride to the doctor on Monday, you will need to call no later than Thursday.
When you call
- Have your Medicaid ID ready.
- Tell the broker why you need a ride.
- Provide your name, address and phone number of the health care provider.
- Provide the day and time of the appointment.
- Your broker takes reservations from 8 a.m. to 5 p.m. Monday through Friday.
- Your broker will pick you up as needed if you have an appointment for chemotherapy, radiation therapy or dialysis.
- If you must travel outside your region, you will need a referral from your doctor. Ask the doctor to send the referral to your NET broker.
What does the broker have to do?
- Take reservations Monday through Friday, 8 a.m. to 5 p.m., except state holidays.
- Provide a toll-free phone number.
- Provide language interpreter service.
- Provide services for the hearing-impaired.
- Tell you a pick-up time when you make an appointment.
- Provide you with a confirmation number to confirm your ride.
- Arrive on time.
- Let you and your doctor know if he will be late.
What if I need to see the doctor right away?
Sometimes your doctor may tell you to get medical care right away. Then you will not be able to give your broker 48 hours’ notice. Your doctor must call the transportation broker and tell him you have an “urgent medical situation.” Your broker should come pick you up without 48 hours’ notice.
What if I have appointments at the same time each week?
- Call your broker and ask him if the broker will set up a regular schedule for you. Some brokers will do this.
- If you need to cancel or change your weekly appointment, that’s OK. Just call your broker as soon as you can and let them know.
What if I have more than one doctor’s appointment in a day?
Your broker should give you rides to all of your appointments. Just make sure to give 48 hours’ notice.
What if my ride doesn’t show up?
- Call your transportation broker and report the problem.
- Call the NET Help Line at 888-987-1200, Option 1.
What is the NET Help Line?
- A toll-free number (888-987-1200, Option 1) that helps you with your questions, comments, complaints and suggestions about NET services
- The Help Line will NOT arrange rides for you. They can help you find out who your broker is, and you will need to call your broker to arrange rides.
To tell us about a problem, you can contact us:
Beneficiary Relations Specialist
1020 West 4th Street, Suite 300,
Little Rock, AR 72201
NET Help Line: 888-987-1200, Option 1
Medicaid beneficiary complaint line
888-987-1200, Option 2