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New Stranded Patient Line for Facilities Assisting Participants with Non-Emergency Medical Transportation

Dealing with a scheduled ride that doesn't show up can be stressful for both your staff and your patients. To streamline support, the MO HealthNet Division (MHD) has launched a dedicated Stranded Patient Line to ensure no MO HealthNet participant who has a confirmed ride under the Non-Emergency Medical Transportation (NEMT) Program is left waiting at your facility without a solution.

This new line was created to remove administrative hurdles and prioritize safety by eliminating the need to hunt for different phone numbers based on various health plans, have faster rides for stranded participants, and improved real-time communication between your facility, MTM (MO HealthNet’s transportation broker), and the MO HealthNet Managed Care health plans.

If a MO HealthNet participant’s scheduled transportation fails to arrive and they are considered stranded at your facility, call the new consolidated line immediately:

📞 1-866-TELL-MTM (1-866-835-5686)

The system is designed to get you to the right person quickly:

  • Verify with the participant, or in eMOMED, if the participant has MO HealthNet coverage (traditional Medicaid) or is enrolled with a MO HealthNet Managed Care health plan. 
  • Call 1-866-835-5686 and select the Health Plan: You will be prompted to choose the participant’s specific plan.
    • Option 1: Healthy Blue
    • Option 2: Home State Health
    • Option 3: MO HealthNet Division (traditional Medicaid)
    • Option 4: Show Me Healthy Kids
    • Option 5: United Healthcare 
    • Option 6: Unsure 
  • Confirm "Stranded" Status:
    • If YES: You are routed directly to an MTM representative for urgent assistance.
    • If NO: Your call is routed to the appropriate health plan's Member Services line.

This line can also be used to initiate a formal complaint on behalf of a participant. If the participant is not currently stranded, the system will route you to the correct grievance process.

Keep this number posted at your discharge desk for quick access!