skip to Main Content

Frequently Asked Questions for Enrollees

How do I set up transportation for my appointment?

You can set up non-emergency Medicaid transportation several ways:

How do I know what transportation level to use when setting up an appointment?

The appropriate level of transport is set by a medical practitioner’s assessment of an enrollee’s capabilities, for any trip Wheelchair and above.  This is done by a  a verification of abilities form. Modes of transportation are defined here.

What is a 2015 (Verification of Abilities) Form”?

The 2015 (Verification of Abilities) Form is a form that is required for individuals requesting transportation. This form requires a physician to describe why a specific level of transportation is needed as well as provide their signature. The form is then saved on the enrollee’s file.

What is a 2020 (Outside Common Medical Area) Form?

Ok, this gets a little long.  If you have any questions, remember you can call your specific county or borough phone number for more information.
The geographically area in which a community usually receives medical care and services is defined, by New York State, as a Common Medical Area (CMA.)  When an enrollee needs advanced or necessary care not offered in their CMA, there are procedures and processes in place to make sure that enrollee has access to  care. as part of the process, enrollees, medical practitioners and MAS customer service reps work together to ensure that the enrollee’s need, and required mode of transportation, are on file to enable safe and timely access to care, even when that care occurs outside of the common medical area, by filling out an 2020 Form (Outside Common Medical Area)

This is then filed on the enrollee’s record, allowing for clear processing of this type of trip requests.

Some resources that might help: a full listing of terms and definitions regarding Medicaid transportationModes of Transportation | Enrollee Forms and Resources

What if I have a car and I’m eligible for Medicaid transportation?

Check with the MAS office to determine if personal vehicle mileage reimbursement is available in your county. Even if you are eligible for personal vehicle mileage reimbursements, to receive them, you need to  set up your trips through MAS and you will then receive additional information on what is required to get reimbursed for your mileage.

How do I document a situation or issue during a trip?

MAS now offers two ways to log what we call a trip concern. Please either call the appropriate number for your county or borough (found here) or submit your concerns through our site, via our “Concerns” page.

Does MAS use a relay system for hearing disabled? What about translations?

Yes! MAS uses a relay system for the hearing disabled on every county or borough (found here) specific number.
We also offer translations. Russian, Mandarin and Spanish speaking customer service reps are ready to answer your calls.  If you need another language, we transfer your call with minimal wait time, to our third-party translator, CP Language Institute of New York City, which assists with translation.

How much wait time is expected for will-call pickups?

Will-call pickups can take up to one hour.  However, most will-call pickups are less than 30 minutes.

What are the hours of operation for MAS?

Someone is available to answer the phones 365/24/7 for discharges and emergency transportation requests, but our enrollee service center hours are Monday through Friday, 7am -6pm.

How are vendors determined for Medicaid Transportation under MAS?

MAS assigns trips on the following basis within the appropriate mode of transportation:  1) enrollee’s freedom of choice, 2) medical provider’s freedom of choice, and 3) rotation.  Only three percent of all trips assigned by MAS are assigned by rotation.

Back To Top