Frequently Asked Questions for Medical Providers

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What are MAS’s hours of operation for MAS?

MAS is open 24 hours a day, 7 days a week, 365 days a year.

How do I schedule transportation for Medicaid enrollees?
All Medicaid trips must be prior-authorized by MAS. Medical practitioners can login or create an online account to schedule trips for the enrollees in their care or call the MAS Contact Center for assistance. The Contact Center is staffed on a 24/7 basis to assist with urgent transportation requests, such as emergency department discharges or transportation for urgent “sick patient” care.

MAS Field Liaisons are also available to assist medical practitioners with questions or MAS System training. You can locate the Field Liaison assigned to your county on our contact page.

Does MAS directly provide transportation?

No. MAS is contracted by the New York State Department of Health to manage Medicaid transportation services for enrollees in four (4) of five (5) NYS regions. Our services encompass all areas of New York, except Long Island.

Transportation providers are licensed by the NYSDOH to participate in the transportation network. MAS coordinates transportation for enrollees using public transit resources, community-based resources and the NYSDOH network of approved private providers.

How does MAS assign trips?

All Medicaid trips must be prior authorized by MAS. MAS prioritizes trip assignments in the following order and based on the most economical and medically appropriate transport mode available, per NYSDOH Medicaid policy:

  • Enrollee’s preferred provider
  • Medical practitioner’s preferred provider
  • Rotation (applicable only to small percentage of trips)
How do I know what transportation level to use when setting up an appointment?

The appropriate level of transport is based on NYS policy, which requires enrollees to use the most cost effective and same level of travel used for regular activities of daily living, such as shopping, worship and visiting friends and family.  If an enrollee has a medical need that requires something other than this, due to medical needs, a 2015 Verification of Abilities form can be completed.

Please visit Modes of Transit for additional information on the different modes of transportation.

What is a NYS 2015 (Verification of Abilities) Form?
The NYS 2015 (Verification of Abilities) Form is completed electronically by the enrollee’s medical practitioner and submitted directly to MAS to establish the authorized mode of transportation. The NYS 2015 Form is required for wheelchair or “higher” modes of transportation.

When a practitioner logs into the MAS System to request transportation for an enrollee, the MAS System will automatically prompt the submission of an electronic NYS 2015 Form, when needed. An electronic form is integrated into the trip request process, and providers are prompted through the steps to complete documentation. Once submitted electronically, transportation can be immediately scheduled at the approved level.

The MAS Contact Center is also open 24/7 to assist medical practitioners with questions.

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

The area in which a community usually receives medical care and services is defined by New York State as a “Common Medical Marketing Area” or CMMA. When an enrollee requires medical care not offered in their CMMA, MAS coordinates with the enrollee, their medical practitioner and transportation providers to ensure that the enrollee’s need are met. In these cases, the enrollee’s medical provider will complete a NYS 2020 “Outside Common Medical Area” Form and submit it directly to MAS.

When a practitioner logs into the MAS System to request transportation for an enrollee, the MAS System will automatically prompt the submission of an electronic NYS 2020 Form, when needed. An electronic form is integrated into the trip request process, and providers are prompted through the steps to complete documentation. MAS works closely with providers and enrollees to ensure any special travel needs are met.

What are Standing Orders?
Standing Orders are requests for prescheduled transportation to and from Medicaid-covered services at the same location, usually at the same time/days each week. For example, Standing Orders may include transportation to medical services such as dialysis, chemotherapy and methadone maintenance treatment.

Standing Orders are managed online by medical practitioners via their MAS System account. MAS Field Liaisons are available to train staff on the MAS System and to answer questions, as needed. In addition, the MAS Contact Center is open 24/7 to assist medical practitioners by phone.

Find a copy of the Medicaid Transportation Standing Order Policy and Procedure here.

How long are Standing Orders set up for?

Standing Orders are specific to each enrollee’s needs and should be arranged only for the duration the enrollee needs for their medical care.  For long-term care more than 6 months, standing orders must be reviewed and renewed every 6 months.

How do I document a situation or issue during a trip?
We encourage medical providers to discuss any concerns directly with their Field Liaison. In addition, the Contact Center is open 24/7 to address any urgent concerns. Providers can also use the Customer Feedback Form to submit concerns directly to MAS’s Quality Assurance team. Comments and concerns are closely monitored and promptly addressed.
Does the MAS System track changes and updates to trip invoices?
Yes. Every change and update made in the MAS System is signature and time stamped. Please call the Contact Center during business hours regarding questions regarding trip invoices.
Can I schedule an onsite visit with MAS?
MAS Field Liaisons are assigned to specific counties. A Field Liaison will come to your office or facility to answer questions and provide MAS System training. Click for Field Liaisons contact information.