MART Transportation Providers of brokerage services often ask the same questions. This FAQ serves to answer those questions quickly.
Contracted Phase Frequently Asked Questions
Q: How do I change my password or add another person to log on in the Vendor Portal?
A: You will need to log into your vendor portal account, on the main screen locate the “ITMS VP security tab/link” in the upper right hand corner and click on it. You will see “Vendor Portal Security” on the left side of the page. Below are two tabs labeled “Add new Log-in” and “Change Password”. Click on the appropriate tab for whichever function you wish to perform.
Q: What should I do if I lock myself out of my portal account?
A: In order to reset a password MART will need to receive a written request from your company, which can be emailed to BrokerageContracts@mrta.us, then call to confirm receipt and MART will process your reset.
Q: Do you pay for no-shows or cancellations-upon-arrival?
A: No. MassHealth will only disburse payment for authorized transportation services rendered. If the client is not transported according to the schedule, regardless of fault, no payment will be made. If only the drop-off segment is completed on a given trip, or if two out of three segments of a three-way trip are completed, only those segments will be reimbursed. In addition, it is the responsibility of the Transportation Provider to notify MART in the event a client is not transported. This is done by updating the trip information in the vendor portal and confirming the cancellation through the invoicing process.
Q: What should I do if I cannot transport a client on a given trip or wish to stop a standing order?
A: GENERALLY, ANY SAME-DAY RETURN OF A TRIP WILL AUTOMATICALLY RESULT IN A RETURNED-TRIP FINE. STANDING ORDERS REQUIRE 3 BUSINESS DAYS NOTIFICATION OR A FINE WILL BE ASSESSED AS WELL. If you have to return any work, please call or write an email to DMAscheduling@mrta.us as soon as possible with the allowed trips details (the client’s first initial, full last name, and the database (service area) the client can be found in). If you are calling the information in you may leave the trip details in their entirety on voicemail, if you are unable to reach someone directly. Please be sure to provide a contact phone number for MART staff to call you back.
Q: Can I remove someone (client) from my schedule?
A: Yes, however depending on the reasons for returning the scheduled trip, when you wish the cancellation to be effective, and how much notification you give MART, there may be fines assessed as a result of your returned trips.
Q: What should I do in the case of inclement weather?
Q: How do I report employee and vehicle changes to MART?
A: The Transportation Provider must maintain accurate and up-to-date employee and vehicle logs at all times. The up-to-date information is required to be emailed to MART on a continual basis whenever updated. Excel versions of the required formatted employee and vehicle log sheets are linked for your convenience: