MTM Link Member Mobile App User Guide

Visit the MTM website to download the mobile app.

Platform Overview

The MTM Link Member mobile app gives members self-service tools for managing non-emergency medical transportation (NEMT) rides without having to call MTM.

The mobile app gives you the ability to:

  • Request new rides that are covered under your NEMT benefit
  • View scheduled rides
  • View real-time updates from your driver
  • Receive notifications about your rides
  • Cancel rides that you no longer need
  • Update your MTM contact preferences
Accessing the MTM Link Member Mobile App

Get started with MTM Link:

1. Search for “MTM Link Member” in the Google Play Store or the iOS App Store
2. Download the app to your mobile device
3. Register using an email address
4. Log in and get started
 

Navigation Overview

Here are some helpful tips for navigating the features within the MTM Link member app.

  • Click the bell in the upper right corner to view new and missed notifications.
  • Toggle the switch on and off to view or hide cancelled trips.
  • When a ride is booked, the transportation provider will show in the middle of the screen. You can click the telephone icon to call them.
  • Click 'My Trips' in the lower left corner to review existing booked rides.
  • Click 'Request A Ride' on the bottom of the screen to schedule new rides.
  • Click 'More' in the bottom right of the screen to view or modify your profile and access technical assistance. 
Registering For an Account

MTM is committed to keeping member data safe. Only members who are eligible to receive NEMT benefits from MTM under one of our covered health plans can access the app.

When you download the app, you will see the sign in screen. Click Sign In to go to the log in page.

Click Sign Up to begin the registration process. To register for your account, follow these steps:

  1. Complete the registration fields using the same information you have on file with your health plan:
    1. First name
    2. Last name
    3. Date of birth
  2. Enter two of these three fields:
    1. Phone number
    2. Zip code
    3. Medical ID
  3. Select Find Me 

After you complete these steps, you will receive an email. The email will ask you to complete your registration. Then you will create your password.

Activating Biometric Sign-in

You can also sign in to the MTM Link member app without entering your user ID and password each time using biometric sign-in:

  • If you have an Apple device that utilizes iOS, you can sign in using Touch ID or Face ID, depending on what your device supports
  • If you have an Android device, you can sign in using your fingerprint


To enable this feature, follow these steps:

  • First, you must have your biometrics set up in the settings of your mobile device; refer to Apple or Android’s instructions for doing so
  • When you sign in to the mobile app for the first time, you’ll see a message prompting you to enable biometrics
  • Follow the prompts to enable biometric sign-in

After you enable biometric sign-in, it will be your default sign in option.

You can opt out of using biometric sign-in. If you opt out, you can set this feature up later in the More Menu under Options. You can turn biometric sign-in on or off at any time.

Viewing Scheduled Rides

Once you’re logged into the app, you can review your scheduled rides using the 'My Trips' option in the bottom left navigation.

Find your rides for today by using the daily calendar view. In this view you can also see the name of the transportation provider who will pick you up. You will see this information once your transportation provider has been assigned.

You can also utilize the monthly calendar view to find rides on a specific day.

If you have a ride scheduled on a specific day, a blue dot will appear under the date. Click on that date to review your scheduled ride(s) for that day.
 

Trip Status Guide

Request Pending: 
We have received your request. We need to review a few things before we finalize your trip. We may ask you to call us. Otherwise, MTM will call you if there are any issues.

Ride Booked: 
We have everything we need and will assign your ride to one of our transportation providers.

Transportation Confirmed: 
We have scheduled your ride with one of our transportation providers. You can see which transportation provider will pick you up under the Transportation Provider section.

Scheduling a New Ride

In the bottom navigation, you’ll find the option to 'Request a Ride'. The app will walk you through all the information you need to provide to book your ride.

Using the 'Where's My Ride' Feature

At the bottom of your Daily View, you will see a button that says ‘Where’s My Ride?’ on the day of the ride. Click this button to see the Map View.

The Map View will show details about your ride, such as:

  • Ride status
  • Transportation provider name
  • Estimated time of arrival
  • A map that shows your driver’s current location

The 'Map View' will update with new data as your driver moves through the trip.

Estimated time of arrival will also show on the Daily and Details Views.

Click on the arrow next to the transportation provider’s name to see more details about your trip in the Expanded View, such as:

  • Pick-up and drop-off addresses
  • Medical facility name
  • Mode of transportation

Not all transportation providers share GPS data with MTM. If your driver is not sending data, or if a driver has not yet been assigned, you will see help text.

Cancelling an Existing Ride

If you no longer need a ride that is already booked, it’s easy to cancel. Choose the ride you want to cancel from your list of scheduled rides under 'My Trips'. Follow the prompts. Don’t forget to double check if you want to cancel your entire round trip or only one way.

Claiming Gas Mileage Reimbursement (GMR) Trips

If your health plan allows GMR, you can submit your claims from the mobile app. This means you do not need to use a paper trip log. You will receive payment quicker. Your claim must be submitted on the day of your valid GMR ride. You can only submit a full claim. You cannot submit a partial claim.

When you begin your trip from your starting address, click the green button with the words ‘I’m Leaving.’ You must click this button to begin your trip.

When you arrive at your doctor, click the green button with the words ‘I’m Here’. This will collect your location information. You must end the trip using the same mobile device you used to start the trip. If you use a different device, you will receive an error message that says we cannot process your request.

MTM Link will make sure your location matches your doctor’s address. You will see a message that says ‘Location Verified.’ If your location does not match, you will see a message that says we could not verify your location.

Click the ‘Submit Reimbursement’ button after the location has been verified for all legs of your ride.

You will see a message that your claim was submitted.

To see the status and details of your claim, click on the Details View from your Daily View.

Click the “i” icon next to Reimbursement Status. This will show more details about your claim.

Please note, you must submit your claim the day of your trip. You cannot submit it via the mobile app after that day. You will need to complete a paper trip log.

Updating Your Member Profile

By clicking 'More' from the bottom right navigation, you can view and update your member profile. .

From here, click on your name to view your profile details. Information displayed in your profile includes your name, date of birth, age, gender, primary language, and contact information. 

Within your profile, you can update your contact information. Click on 'Contact Details' to view and update your phone number and email address.

You can also tell us how you want us to communicate with you. This includes the option to receive ride confirmations and reminders via text message. Click on 'Contact Method' to update your preferences.

MTM Link will send you push notifications. If you do not wish to receive push notifications, you can turn them off in the 'Notifications' tab.

Push Notifications

You may receive five different types of notifications from MTM Link. These notifications include:

  • Ride Reminder: 
    Sent the day before a scheduled ride
     
  • Transportation Assigned: 
    Sent once a transportation provider is assigned to your ride
     
  • Pick Up Time Scheduled: 
    Sent when a pick-up time is scheduled
     
  • On the Way: 
    Sent when a driver has indicated that they are on their way to pick you up
     
  • Driver’s Here: 
    Sent when your driver arrives to pick you up
If You Need Help

If you have questions about the MTM Link member app, need help booking a ride, or would prefer to book your ride with a live Customer Care Representative, we are here to help.

Click the 'Contact Us' option in the 'More' menu to find the phone number to call for your health plan.

For technical assistance using the app, you can also call our Navigator Line at 888-597-1189. This line is manned by representatives trained to assist you in using the MTM Link Member mobile app.