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Texas Non Emergency Transportation - AMR

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American Medical Response (AMR) - Managed Transportation Organization

For all covered non-emergency medical transportation services:

  • Non-Emergency sedan and wheelchair transportation for eligible Medicaid clients
    • Description: We transport eligible clients to their appointments for medical services via a sedan, a wheelchair accessible van or ambulance as indicated by their level of service needs.
  • Advanced Funds for Meals and Lodgings for eligible Medicaid clients
    • Description: We provide funds and reimbursements for meals and lodgings for eligible clients and approved attendants if they must travel to receive their healthcare services. We arrange, reserve and coordinate with a lodging facility. For daily meals, we provide funds or reimbursements at a rate of $25 per person.
  • Mileage Reimbursement for eligible Individual Transportation Participants (ITPs)
    • Description: We provide reimbursements by the mileage to the clients or the person who transported them for trips to the clients' healthcare providers.
  • Mass Transit Tickets where available
    • Description: We provide tickets to the bus if the member is able to take the bus.
  • Out-of-State Travels
    • Description: We make arrangements for out-of-state travels for eligible clients.
  • Commercial Airline Transportation Services
    • Description: We make arrangements for commercial airline travels for eligible clients.

Region 3 & Region 6

Set up transportation, lodge a complaint

Monday - Friday  8:00 a.m. - 5:00 p.m.
Phone Reservations    877.633.8747
 

"Where's my ride", late trips, return home

Monday - Saturday  5:00 a.m. - 7:00 p.m.
Phone Ride Help Line    866.849.2062

Closed on Sundays, New Years Day, Thanksgiving Day and Christmas Day

Vea esta página en español 
Download the Parent Authorization form in english
Download the Parent Consent form in english
Download the Provider's Manual
Descargue la forma de autorización de los padres en español
Descargue la forma de consentimiento de los padres en español
 

As a non-emergency medical transportation eligible participant residing in the state of Texas, there is a benefit available to you that cover transportation to and from a non-emergency medical transportation covered medical appointment only when there is no other means of transportation available to you. AMR has partnered with the Texas Health and Human Services Commission (HHSC) to provide NEMT services to eligible Medicaid clients. As HHSC’s partner, we will arrange the mode of transportation that is most appropriate.

  • A minimum of 2 business days in advance for transportation (transportation may be arranged with less notice for “urgent” situations).
  • Trips can be scheduled as far as 30 days in advance.
  • Call us Monday through Friday between 8 a.m. and 5 p.m. to set up transportation.
  • Please note that if you require any special equipment for your trip such as a wheelchair, car seat, booster seat, oxygen tank, or any other equipment, it is your responsibility to provide these items. Please inform our Customer Service Representatives (CSR) when scheduling your trip.
  • If you require additional assistance during your trip, please let our CSRs know of your special circumstance.
  • A client 14 years of age and under must be accompanied by a parent, guardian, or other authorized adult to accompany the client on all trips.
  • Clients 15 to 17 years of age must be accompanied by a parent, guardian, or other authorized adult unless parent or legal guardian has provided a signed written consent for the client to travel alone or the treatment to which the minor is being transported is such that the law extends confidentiality to the minor for the treatment.
Be prepared to give our CSRs the following information when you call to request transportation:
  • Your Medicaid number
  • Your name
  • Your home address and ZIP code for the pick-up
  • The name, address, and ZIP code for the health care provider you’ll be seeing
Rest assured we have CSR’s to accommodate other speaking languages and we also provide a language line for our CSR’s so all of our clients receive the best service we can provide.
 
When you call, we’ll ask you several questions in order to identify the most appropriate mode of transportation to fit your individual needs. Please keep in mind, this may include public transit (e.g., bus), or even reimbursement for a friend or family member for their mileage to transport you to and from your appointment. Your driver and the type of vehicle may change depending on availability, but rest assured that AMR only contracts with providers that meet or exceed state of Texas / AMR credentialing standards. If you have a request for a particular transportation provider, please tell us at the time of your call and we’ll do our best to accommodate your request. You’ll receive a phone call from the transportation company the day before your appointment, to confirm the pick-up information for the next day.
 
On the day of your appointment, you should be ready 60 minutes before your appointment time, as your transportation provider should arrive within that timeframe.
At the time of drop off, your driver will give you a card containing a phone number you should call when your medical appointment is complete and you’re ready to be brought back home. Please note that your driver has one hour from the time you call to arrive for the return pick-up.  
 

Client's Rights and Responsibilities

  • You have the right to receive prompt, courteous service by AMR and our entire network of transportation providers.
  • You have the right to be picked up on time by a courteous, helpful driver in a clean, safe vehicle.
  • If you are asked to share a vehicle with another rider, your travel time cannot be more than one hour longer than the travel time for direct transport.
  • You have the right to have an attendant accompany you, based on certain parameters at no cost.
  • You have the right to complain to AMR or the Texas of Health and Human Services Commission (HHSC) about any problems or issues with NEMT services. 
  • You can contact our toll free number 1.866.849.2062 to submit a complaint, appeal, or grievances.
  • If a decision on a complaint is rendered, and you do not agree with the decision, you have the right to appeal that decision: first to AMR, and then to HHSC.
  • If a trip denial is rendered and you do not agree with the decision, you have the right to appeal that decision. You will receive a denial decision letter in the mail which will identify the process for registering an appeal.
  • If you call to schedule your trip with less than the required 2 business days notice, we will do our best to accommodate your needs, but transportation will not be guaranteed. 
  • You have the responsibility to cancel your transportation service 4 hours in advance if you will not be keeping your medical appointment.  
  • It is your responsibility to provide any special equipment you require for your trip, such as a wheelchair, car seat, booster seat, oxygen tank, or any other equipment. Equipment cannot remain in the vehicle during your appointment.
  • Please inform our Customer Service Representatives (CSR) when scheduling your trip of any special equipment you will be taking with you during your transportation.
  • It is your responsibility to call for your return trip once you are ready to return home.  The driver will pick you up at the same location you were dropped off. 

Reservations Accepted Date:
August 1st 2014    

First Transportation Date:
September 1st 2014
 
Administrative Office Address:   7509 South Freeway Houston, TX 77021
Administrative Phone Number: 281.678.1425
Fax Number: 713.741.4219

To file a complaint call Texas Health and Human Services Commission (HHSC) MTP at 1.877.633.8747 or the Office of the Ombudsman at 1.877.787.8999.

 

To report suspected fraud, waste or abuse:

Call the Office of the Inspector General at 1.800.436.6184, or visit their website to report the issue. You may also call the State Auditor's Office at 1.800.TX.AUDIT to report the issue online.

Directions:

Coming from North Houston
 
Head south on I-45, head for US 59 S toward 288 S, take exit toward Bellfort Ave, Merge onto South Fwy, make a sharp left to stay on South Fwy, take the ramp on the left onto 288 N, destination will be on the right
 
Coming from West Houston
 
Starting from I-10 head east, take exit Interstate 610, merge into 1-610 S, keep left to continue on I-610 E, merge onto 288 S , exit toward Bellfort Ave, merge onto South Fwy, make a sharp left to stay on South Fwy, take ramp on the left on to 288 N, destination will be on the right
 
Coming from East Houston
 
Starting from I-10 head northwest on I-610 W for Interstate 610 S, exit toward 288 S, Follow signs for 288 S, Keep right for Bellfort Ave signs, and merge onto South Fwy, make a sharp left to stay on South Fwy, take ramp on the left on to 288 N, destination will be on the right
 
Coming from South Houston
 
Starting from I-45 head northwest merge onto 610 W, exit toward 288 S, Follow signs for 288 S, Keep right for Bellfort Ave signs, and merge onto South Fwy, make a sharp left to stay on South Fwy, take ramp on the left on to 288 N, destination will be on the right

AMR TX MTO Regions

MTO 3 (Northwest Central)
Brown - Bangs, Blanket, Brookesmith, Brownwood, Early, May, Zephyr

Callaham - Baird, Clyde, Cross Plains, Putnam

Coke - Blackwell, Bronte, Robert Lee, Silver

Coleman - Burkett, Coleman, Goldsboro, Gouldbusk, Novice, Rockwood, Santa Anna, Talpa, Valera, Voss

Comanche - Comanche, Gustine

Concho - Eden, Eola, Millersview, Paint Rock

Crockett - Ozona

Eastland - Carbon, Cisco, Desdemona, Eastland, Gorman, Ranger, Rising Star

Fisher - McCaulley, roby, Rotan, Sylvester

Haskell - Haskell, O'brian, Paint Creek, Rochester, Rule, Sagerton, Stamford, Weinert

Iron - Barnhart, Mertzon

Jones - Anson, Hamlin, Hawley, Leuders, Stamford

Kent - Girard, Jayton

Kimble - Junction, London, Roosevelt

Knox - Benjamin, Goree, Knox City, Munday

McCulloch - Brady, Doole, Lohn, Melvin, Pear Valley, Rochelle, Voca

Menard - Fort McKavett, Menard

Mitchell - Colorado City, Loraine, Westbrook

Nolan - Blackwell, Maryneal, Nolan, Roscoe, Sweetwater

Reagan - Big Lake

Runnels - Ballinger, Miles, Norton, Rowena, Wingate, Winters

Schleicher - Eldorado

Scurry - Fluvanna, Hermleigh, Snyder

Shackelford - Albany, Moran

Stephens - Breckenridge, Caddo

Sterling - Sterling City

Stonewall - Aspermont, Old Glory

Stutton - Sonora

Taylor - Abiline, Buffalo Gap, Impact, Lawn, Merkel, Ovalo, Potosi, Trent, Tuscola, Tye

Throckmorton - Throckmorton, Woodson

Tom Green - Carlsbad, Christoval, Mereta, San Angelo, Vancourt, Wall


MTO 6 (Southwest Texas)
Dimmint - Asherton, Big Wells, Carrizo

Edwards - Barksdale, Rocksprings

Kinney - Bracketville

La Salle - Cotulla, Fowlerton

Maverick - Eagle Pass, Quemado

Real - Camp Wood, Leakey, Rio Frio

Uvalde - Sabinal, Utopia, Uvalde

Val Verde - Comstock, Del Rio, Langry, Pandale

Zavala - Batesville, Crystal City, La Pryor