Contact Phone: 978-353-0333

Customer Service

How can we help you?

To receive the most helpful and appropriate customer service, please read the following scenarios and take the action that meets your needs. Click to download a "Know Before You Go" fact sheet on what to expect from your transportation experience.

Reasons to Contact MART:

  • To schedule PT-1 approved transportation to your medical appointments. (Please note: PT-1 Transportation is non-emergency transportation. In the event of an emergency you should contact an ambulance.)
  • To cancel previously scheduled transportation
  • To confirm the vendor transporting for a scheduled trip (You are not required to hold for a representative, you can use our automated system by calling our office then select option 2; enter your 12 digit MassHealth ID# found on your MassHealth card.)
  • To file a complaint in regards to your trip.

Important Facts Regarding Transportation:

  • Transportation is a curb to curb service, not door to door
  • You may be sharing rides with other MassHealth members
  • You should be ready 15 minutes prior to your scheduled pick up time
  • Drivers are not allowed to make any unscheduled stops
  • If you don’t know your return time and schedule a “will call” you may have a 60 minute wait from the time of your call for pick up
  • Both members and drivers must wear seatbelts at all times
  • You may not eat or drink in the vehicle
  • Smoking (including e-cigarettes) is not allowed in any of the vehicles

Reasons to Contact MassHealth Customer Service:

  • Questions regarding eligibility
  • Changes to your address, or telephone number.
  • To check on the status of pending PT-1’s – please note that Customer Service has up to 4 business days to process a PT-1

Reasons to Contact your Medical Provider:

Your medical provider must submit a completed, signed PT-1 form to MassHealth on your behalf for approval; therefore you must contact your provider for the following:
  • Submission of a new PT-1
  • Updating a PT-1
  • Changes in frequency of visits or duration of treatment
  • Addition of an escort on the PT-1
  • Adding a wheelchair van prescription
  • Adding an alternate pickup address
  • Any other additional transportation needs should be documented in section 7 on the PT-1

Didn't find an answer to your question?  Click here for our FAQ page.