Changes to Cardinal Care Fee-For-Service Transportation Services
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This bulletin explains changes to Fee-for-Service (FFS) Non-Emergency Medical Transportation (NEMT) services.
Medical Transportation Management, Inc. (MTM Inc.) has been selected through a competitive procurement process to provide transportation services for Cardinal Care Fee-for-Service (FFS) members. These changes do not affect Cardinal Care Managed Care transportation services.
Fee-for-Service (FFS) Transportation
MTM will contact all Cardinal Care FFS members and facilities with standing transportation orders. They will review current standing orders for Building Independence (BI), Family and Individual Support (FIS), and Community Living (CL) Waiver services. MTM will also contact members who have standing routine orders for other FFS Medicaid services, such as:
Chemotherapy
Wound care
Dialysis
Other regular medical treatments
CL, BI, and FIS Waiver Services
Facilities will continue to schedule transportation for Intellectual and Developmental Disabilities Waiver services.
The reservation and ride assistance phone numbers will not change:
Reservation Line: (866) 386-8331
Where’s My Ride: (866) 246-9979
When a member calls, they can choose the help you need, including:
Scheduling a ride
Ride assistance
Answers to transportation questions
Trip Tracking and Management
Beginning October 1, 2026 Cardinal Care FFS members can use the MTM mobile app to manage their transportation.
The app can be downloaded from the Apple App Store or Google Play Store.
(Screenshot will be added here.)
With the app, members, guardians, and facilities can:
Schedule transportation
Cancel transportation
Track transportation
View trip information
Facilities will continue to be responsible for scheduling all standing transportation for members with Intellectual and Developmental Disability (IDD) Waiver Day Support programs.
More Information
More information is available on:
The Cardinal Care transportation website: (link to be added)
The MTM website: (link to be added)
MTM will also contact members and guardians listed in their records to discuss transportation services, transportation providers, and pickup and drop-off times.
Members with Managed Care Plans
If you receive IDD Waiver services but your medical care is covered by a Managed Care Organization (MCO), your transportation benefit for medical appointments will not change.
If you have questions about your Managed Care transportation benefits, please call the phone number on the back of your Cardinal Care managed care plan card.
Information for CL, BI, and FIS (IDD Waiver) Providers
MTM will review all standing transportation orders with IDD Waiver facilities.
If a standing order needs to be changed or a new one needs to be added, the facility must continue to make those changes.
Cardinal Care Managed Care Transportation
There are no changes for members in Cardinal Care Managed Care plans which includes Commonwealth Coordinated Care Plus (CCCP) waivers and other Medicaid Long Term Services and Supports (MLTSS).
Humana and Sentara members who use ModivCare will continue using ModivCare.
Anthem members who use MTM will continue using MTM.
Aetna members who use Medidrive will continue using Medidrive.
United Healthcare members who use SafeRide will continue using SafeRide.
If you have questions about your transportation benefits, please call the phone number on the back of your Cardinal Care Managed Care Medicaid card.
Mileage Reimbursement
FFS members who currently receive mileage reimbursement benefits from ModivCare will now be submitting their mileage logs to and receiving payment from MTM.
There are no changes for the members receiving mileage reimbursements Cardinal Care Managed Care plans which includes Commonwealth Coordinated Care Plus (CCCP) waivers and other MLTSS.
To avoid disruption to claims payment through FFS and the MCOs providers must periodically check the DMAS provider portal, also known as the Provider Services Solution (PRSS), to ensure that the provider's enrollment, contact information, and license information is up to date, for all of the provider's respective service locations. Under federal rules, MCOs and DMAS are prohibited from paying claims to network providers who are not enrolled in PRSS. Additional information is provided on the MCO Provider Network Resources webpage and includes links to resources, tutorials and contact information to reach Gainwell with any provider enrollment or revalidation related questions. Dental providers should continue to enroll directly through the DMAS Dental Benefits Administrator, DentaQuest.
Virginia Medicaid Web Portal Automated Response System (ARS) Member eligibility, claims status, payment status, service limits, service authorization status, and remittance advice. | |
Medicall (Audio Response System) Member eligibility, claims status, payment status, service limits, service authorization status, and remittance advice. | 1-800-884-9730 or 1-800-772-9996 |
Provider Appeals DMAS launched an appeals portal in 2021. You can use this portal to file appeals and track the status of your appeals. Visit the website listed for appeal resources and to register for the portal. | |
Managed Care Programs Cardinal Care Managed Care and Program of All-Inclusive Care for the Elderly (PACE). In order to be reimbursed for services provided to a managed care enrolled individual, providers must follow their respective contract with the managed care plan/PACE provider. The managed care plan may utilize different guidelines than those described for Medicaid fee-for-service individuals. | |
Cardinal Care Managed Care | |
PACE | |
Provider Enrollment | In-State: 804-270-5105 Out of State Toll Free: 888-829-5373 Email: VAMedicaidProviderEnrollment@gainwelltechnologies.com |
Provider HELPLINE Monday–Friday 8:00 a.m.-5:00 p.m. For provider use only, have Medicaid Provider ID Number available. | 1-804-786-6273 1-800-552-8627 |
Aetna Better Health of Virginia | https://www.aetnabetterhealth.com/virginia/providers/index.html Prior Auth requests can be faxed or called to the following numbers: Phone: 1-800-279-1878 Med4/ FAMIS Fax: 1-866-669-2454 CCC Plus Fax: 1-855-661-1828 |
Anthem HealthKeepers Plus | Prior Authorization information can be found here: https://providers.anthem.com/virginia-provider/resources/prior-authorization-requirements Call Provider Services: 1-800-901-0020 TTY: 711 Fax medical prior authorization request forms to: Inpatient fax: 1-866-920-4095 Outpatient fax: 1-800-964-3627 LTSS fax: 1-844-864-7853 |
Humana Healthy Horizons Provider Services Call Center | https://provider.humana.com/medicaid/virginia-medicaid Prior Authorization information can be found here: https://provider.humana.com/medicaid/virginia-medicaid/prior-authorization Submit request via Availaty porta, phone or fax: Phone requests: 1-855-223-9868 or 1-844-881-4482 (TTY: 711) Fax complete form to: 1-877-486-2621. |
Sentara Community Plan | 1-800-881-2166 https://www.sentarahealthplans.com/providers Submit authorizations via portal or phone Portal information can be found here: https://www.sentarahealthplans.com/en/providers/claims-authorizations/authorizations Phone request: 1-757-552-7474 or 1-800-229-8822 |
United Healthcare | 1-844-284-0146 To notify UHC or request a medical prior authorization: Portal information can be found here: UHCprovider.com/priorauth or call provider services 1-844-284-0146 |
Acentra Health Behavioral Health and Medical Service Authorizations | https://vamedicaid.dmas.virginia.gov/sa 1-804-622-8900 |
Dental Provider DentaQuest | 1-888-912-3456 |
Fee-for-Service (POS) Prime Therapeutics
| https://www.virginiamedicaidpharmacyservices.com/ 1-800-932-6648 |