Contact Phone: 978-353-0333

MassHealth FAQs

MassHealth Frequently Asked Questions

MassHealth Members receiving PT-1 Transportation thru MART often ask the same questions. This FAQ serves to answer those questions quickly (you don't have to wait to talk with a Call Center Representative):

Q: What is MassHealth Transportation?
A: With the support of the Human Transportation Services (HST) unit, MassHealth is able to provide transportation to MassHealth covered services for eligible individuals. These services include, but are not limited to, medical, dental, mental health, and substance use disorder appointments, as well as transportation to and from Day Habilitation programs. 
Q: Who may qualify for MassHealth transportation?
A: MassHealth members with an eligibility category that includes transportation coverage (Standard, CommonHealth, CarePlus) may qualify.
Q: How do I obtain approval for transportation to a provider?
A: Your MassHealth provider must complete an online transportation request (PT-1) for you. Your provider can find the PT-1 on the MassHealth Customer Web Portal, a website for providers. Any one of your MassHealth providers can submit a PT-1 form for any other MassHealth provider you need to travel to.
Q: How long will it take to process my PT-1?
A: The approval process may take up to three business days. You will be notified by mail whether or not you have been approved. If you need medical transportation before that, your medical provider can call the MassHealth Customer Service Center at (800) 841-2900 to request verbal approval.
Q: Who will provide my transportation after my PT-1 is approved?
AOnce your transportation services are approved, you will be assigned a broker who will schedule your trips. The Montachusett Regional Transit Authority (MART) coordinates trips for Western, Central, and Northeastern Massachusetts as well as the Metro Boston area. The Greater Attleboro and Taunton Regional Transit Authority (GATRA) coordinates trips for Southeastern Massachusetts and Cape Cod.
Q: How do I schedule my trips?
A: Your welcome letter from your broker provides instructions for how to schedule your trips (phone, web portal, app, etc.). They will also provide information about who to contact if you have questions or concerns. The brokers do not provide the trips, rather they assign the trips to transportation companies/vendors.
Q: Can I choose my own transportation company (vendor) to provide my trips?
A: Brokers assign each trip to a transportation company on a low-cost, most appropriate basis, and on vehicle availability. Human Transportation Services policies do not allow for participants to choose their own vendors. If you feel a vehicle sent to you was not appropriate for your needs, please tell your broker immediately.
Q: I moved can I give you my new address?
A: Please contact MassHealth and update your address with them first. Then request them to send MART your new address.
Q: My PT-1 expired? Why didn’t I get notified?
A: MART does not send a notification when a PT-1 is about to expire. It is very important that you (the member) save that information when MassHealth sends you the approval letter for the PT-1.
Q: Can I have your fax number to send you my approved PT-1?
A: MART receives all PT-1’s directly from MassHealth and MART can only accept those PT-1’s as valid.
Q: How do I report / file complaint or positive experience I have had with MART in regards to my transportation?
A: There are several ways to file a report.  You may call our Quality Assurance Department at 1-800-854-9928 option 1 then option 4 to talk to Quality Assurance Agent.   You may also file your complaint via the new consumer application (app) located on any smart device in your app store under Qryde. (See our Apps & Portals page for quick links to the correct app.)
Q: I am calling to confirm trips I have booked. Do I always have to wait on hold for confirmations?
A: No, you can use MART’s Automated Trip Review (via the IVR), just select option 2 from the main menu after you pick a language. Click here to see the instructions for the IVR service as well as other options provided thru the IVR. You may also confirm your trips (and other features related to your trip) via the new consumer application (app) located on any smart device in your app store under Qryde. (See our Apps & Portals page for quick links to the correct app.)
Q: I don’t understand why you can’t find me; I always take MART transportation to the supermarket and the laundry mat.
A: If you receive local (Leominster, Fitchburg, Gardner) rides and pay for your transportation, please contact MART’s “Dial-a-Ride” service at 978-345-7711, option 3.
Q: I need to bring an escort for tomorrow but I am not approved for one. Can you add an escort just for tomorrow?
A: Adult escorts need to be approved by MassHealth. Children 17yrs and younger are authorized to go without approval.
Q: I need to travel in a vehicle by myself. I don’t want anyone else in the car with me.
A: We cannot note that on your trip. To ride alone is a special accommodation that needs to be approved by MassHealth on a PT-1 form.
Q: I have an emergency and need transportation right away.
A: MART does not provide emergency services. However, if you need to schedule a same day trip we will make every attempt to accommodate your request. The earliest pick up we can try to arrange for you is an hour and half from the time you call
Q: I never know what time my appointment will be over, should I book a one way?
A: We are able to schedule you with a will call to return home. You can call when you are done with your appointment. It is important that you know the driver can take up to an hour to pick you up once you call for the return.
Q: My doctor needs to schedule me for a sleep study, what’s the latest time I can be picked up?
A: PT-1 transportation brokered thru MART is 24 hours a day. However trips need to be booked through the MassHealth Call Center during normal business hours, Monday thru Friday from 7am to 7pm.