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Supplemental Transportation (Value-added Services Benefit)


Carolina Complete Health knows that transportation is key in getting and staying healthy. In addition to the Non-Emergency Medical Transportation (NEMT) benefits, Carolina Complete Health offers additional supplemental non-emergency medical transportation to help you get to and from your community activities or events. This service is free to you.* 

You can use the supplemental non-emergency medical transportation trips for: 

*This Value-added Service consists of two trips, a maximum of 20 miles each way, per plan year.  

How to Access 
Option 1: Call MTM, our transportation provider directly at, be 1-844-784-8931 (TTY: 711) 8:00 a.m. – 6:00 p.m. EST, Monday through Saturday.  

Option 2: Schedule your Trip through the MTM Member Portal. 

Please make sure you schedule at least 2 business days before your appointment and have the following information available: 

A customer service representative will ask for the following information: 

  • Your full name, current address, and phone number 
  • Your Medicaid ID number 
  • The date of your appointment 
  • The name, address, and phone number of where you are going 
  • The name, address, and phone number of your doctor/provider 
  • The medical reason you need a ride 
  • The type of appointment (for example: doctor/provider visit, lab test, therapy appointment) 
  • The type of assistance or mobility aid you require 

Please have this information ready when you call.

Reimbursement Process 

  1. Call MTM Before Your Medical Appointment: Make sure you call MTM on or before the day of your medical appointment. During this call you will receive a trip number. Write this number down on your Trip Log. To be reimbursed, you must submit a Trip Log for all trip requests or use the app/web portal. 

  2. Submit Trip Logs Within 60 Days: Trip Logs must be submitted no later than 60 days past the date of the first appointment.

  3. Get Trip Log Signed: Any healthcare professional at the facility must sign the Trip Log. This includes nurses, therapists, physician assistants, or nurse practitioners. It doesn’t have to be the doctor.

  4. Make Copies of the Trip Log: We suggest making copies of your blank Reimbursement Trip Log. You can download the form from the member portal or request a mailed copy from MTM.

  5. Make Sure Form is Complete: Incomplete forms cannot be processed. It's your responsibility to complete the form correctly.

  6. Contact MTM for Questions: If you have questions about the Reimbursement Process, call 1-888-513-0703.

  7. Submit Claims Through the Mobile App: You can submit your claims from the mobile app, eliminating the need for a paper trip log. This speeds up payment processing. Your claim must be submitted on the day of your valid gas milage reimbursement (GMR) ride, and only full claims are accepted, not partial ones. You can download the Mobile App from Google Play or download the app from the App Store.

MTM has added Uber to our network for recovery and urgent trips. Lyft is already in our network and are excited to add Uber. You may find that your future trip is provided by an Uber or Lyft vehicle. 

Please note that you will need to still make reservations for transportation directly through MTM. Reservations can NOT be made via Uber or Lyft.