Frequently Asked Questions

You can schedule a ride by calling us directly, filling out our online contact form, or — for Medicaid-covered trips — through the MTM scheduling system. We recommend scheduling at least 24–48 hours in advance for non-urgent appointments.

We recommend booking at least 24–48 hours in advance. For recurring trips (dialysis, day health centers), we set up a standing schedule so you don't have to call each time. Same-day availability may be possible depending on fleet capacity — contact us to check.

Absolutely. We specialize in recurring medical transportation — particularly for dialysis patients and adult day health center participants. Once your schedule is set up, your rides are automatically coordinated. You only need to call if something changes.

Please let us know as soon as possible if your appointment changes. For MTM-coordinated trips, cancellations should also be reported to MTM. We ask for at least 2 hours' notice when possible so we can adjust routes for other patients.

In many cases, yes. Please let us know at the time of booking if a companion or personal care attendant will be joining. Medicaid has specific rules about attendants — we can help clarify what's covered for your situation.

Yes. HealthLink Transit is a credentialed provider in the MTM (Medical Transportation Management) network, which is the primary Medicaid NEMT broker in Massachusetts and Rhode Island. Eligible Medicaid members can access our services at no out-of-pocket cost through MTM.

MTM (Medical Transportation Management) is a transportation broker contracted by MassHealth and RI Medicaid to coordinate non-emergency medical transportation for eligible members. When you call MTM to request a ride, they dispatch a credentialed provider like HealthLink Transit to fulfill it.

Eligibility is based on your Medicaid plan and the medical necessity of the trip. Generally, NEMT is covered when you have a Medicaid-covered appointment and lack a way to get there. Contact MTM directly or ask your doctor's office — they often help coordinate transportation.

Yes. While much of our volume is Medicaid-coordinated through MTM, we also provide private-pay transportation. Contact us directly to discuss rates and availability for private trips.

We cover a wide range of medical transportation needs including routine doctor's visits, specialist appointments, dialysis, chemotherapy, physical and occupational therapy, behavioral health services, adult day health programs, hospital discharge, and acute care facility visits.

Please contact us directly to discuss your specific mobility needs and we will match you with the most appropriate vehicle and driver for your situation. We're committed to finding the right solution for every patient.

Yes, for many appointment types we can arrange wait-and-return service, particularly for shorter appointments. For longer visits, we typically schedule a return trip at an estimated pickup time. Let us know your appointment details when booking.

We serve communities throughout Massachusetts and Rhode Island, with a primary concentration in the Greater Attleboro, Taunton, Brockton, and Providence areas. See our full coverage page for a detailed list of cities and towns.

Contact us — our coverage is always expanding and we may be able to accommodate your location. Even if we can't serve you directly, we can help point you toward the right resources in your area.

Yes. All HealthLink Transit drivers undergo thorough background checks and meet the licensing and training requirements mandated by our MTM credentialing and state operating licenses in Massachusetts and Rhode Island.

Absolutely. All 11 vehicles in our fleet are fully insured and maintained to meet commercial transportation standards. We are licensed and insured to operate in both Massachusetts and Rhode Island.

Please contact us directly. We take all feedback seriously and respond quickly. Patient safety and satisfaction are our top priorities, and we want to know if any part of your experience fell short of expectations.