Contact Phone: 978-353-0333

Customer Information

Welcome to MassHealth Transportation provided by MART

Hours of Operation: Monday – Friday 7:00AM to 7:00PM
(options available in off hours - listen to phone menu)
Toll Free: 1-800-854-9928 (English: 1, Spanish: 2, Russian: 3) also
includes TTY/TDD (Operators will assist to the appropriate department)
 
 

Scheduling a Trip

To book your trip, call 1-800-854-9928; select your language option and then select option 3 for our MassHealth Call Center and then follow the telephone prompts. Do not press 0 for an operator, as this will return you to the beginning of the phone menu and further delay your callMART requests that members book their transportation at least 3 business days in advance during normal business hours of 7:00AM and 7:00PM whenever possible. However, we will make every attempt to accommodate requests received sooner than 3 business days.

Confirming Your Trip

To find out your scheduled transportation vendor, their contact information, and to confirm your pick up times, call 1-800-854-9928; select your language option and then select option 2 for our Interactive Voice Response (IVR) system to access MART’s automated trip review. When using this option, please have your MassHealth card number ready and simply follow the recorded prompt for "Trip Review." The IVR will be able to verify and confirm your trip information 1 to 3 days prior to your scheduled trip date(s). This 24 hours self-service option is a fast and easy method to verify upcoming trips. However, if you would prefer to confirm your trip directly with a customer service agent; instead choose your language option, and then select option 3 for our MassHealth Call Center.

Cancellations

Members may use the IVR (as explained above in “Confirming Your Trip”) 1 to 3 days prior to your scheduled trip date(s) to cancel trips. Follow the prompt for "to cancel a trip."  Same day cancellations must be done directly with a customer service agent at least one hour prior to the scheduled pick up time. To cancel your trip(s) with a customer service agent, you may call 1-800-854-9928. Choose your language option and then select option 3 for our MassHealth Call Center.  MART encourages its member to provide as much advanced notice as possible when cancelling a scheduled trip. 

Complaints

If you would like to file a complaint in regards to your service, contact MART's Quality Assurance Department immediately (not your transportation vendor!) at 1-800-854-9928. After you have selected your language option, select option 4 to reach MART’s MassHealth Quality Assurance Department. Complaints may require up to 5 business days for resolution. You may check on the status of the complaint at any time by following the prompts listed above. 

Additional Information About Your Transportation

  • MART is only authorized to schedule transportation for MassHealth members with an authorized PT-1 form to each provider you see, at each location. If you are attempting to schedule a trip that does not have a valid PT1 or if you have questions or concerns regarding your PT-1(s); you will need to call the MassHealth Customer Service Center at 1-800-841-2900.
  • If you're not sure of, or unable to provide, a return trip time you may book a “will call” for your return trip. Please be aware that for will call return trips you will need to call your transportation vendor directly (the company assigned to transport you) when you are ready to return. Note that you may encounter a wait time of up to one (1) hour from the time you call for the return trip home.
  • MART is closed on the following holidays; if you need to schedule transportation on any of these holidays, please provide as much advanced notice as possible:  New Year’s Day, Martin Luther King Jr. Day, Presidents Day, Patriots Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day and Christmas Day
  • Please note that MassHealth transportation provided by MART is curb-to-curb service. If your medical needs require additional assistance getting from your residence into a vehicle and out of the vehicle into your medical appointment - you may request your provider prescribe an escort to travel with you to assist with ambulation. This would require your medical provider to submit a new PT-1 form. MART is not authorized to transport escorts unless authorized.
  • Unauthorized stops along the way from your residence to your provider’s office (and on the return trip) are not permitted.
  • All MART contracted transportation vendors are required to have the name of their business clearly identified on their vehicle; on the right side of the passenger door, and on the rear of the vehicle. Members are advised not to board any vehicle that does not display the name of the company that is scheduled to transport you.