How non-emergency medical transportation works under New York Medicaid

What is the MAS broker system?

New York State administers its Medicaid non-emergency medical transportation benefit through a brokerage model. Instead of contracting directly with individual transportation providers, the state contracts with a single broker — MAS (Medical Answering Services) — to manage trip scheduling, provider assignment, eligibility verification, and quality oversight for Medicaid NEMT across most of New York.

MAS is not a transportation company. MAS does not own vehicles, employ drivers, or pick anyone up. It is an administrative and logistics layer — a call center and technology platform that sits between Medicaid members (who need rides) and credentialed transportation providers (who supply them). When a Medicaid member calls MAS, MAS verifies eligibility, confirms the appointment is covered, and assigns the trip to an appropriate provider in the member's area. The provider picks up the patient; Medicaid pays the provider; the patient pays nothing.

This model has been in use across New York State for many years and covers hundreds of thousands of trips monthly. Long Island — Nassau and Suffolk Counties — is fully within the MAS service area. MAS can be reached at 1-844-666-6270, generally Monday through Friday, 7 AM to 6 PM, with an urgent line for time-sensitive situations.

Step-by-step: how a Medicaid NEMT trip works

1. 1

   Confirm Medicaid eligibility

   You must be an active New York Medicaid member traveling to a covered medical service.

2. 2

   Call MAS at 1-844-666-6270

   Book at least 72 hours ahead. Have your CIN, appointment details, and mobility needs ready.

3. 3

   Request DachiPlus by name

   MAS first decides the right type of transportation for your trip, then considers your choice of provider among the companies enrolled for that type.

4. 4

   MAS assigns and confirms the trip

   You receive a confirmation; the ride is billed to Medicaid, not to you.

5. 5

   Driver picks you up — door-through-door

   Be ready before the scheduled time; the driver assists you to and from the door.

6. 6

   Return trip home

   Your return is coordinated the same way after your appointment.

Here is the complete flow of a Medicaid NEMT trip from initial call to completed appointment:

1. Member confirms appointment. The Medicaid member (or a family member or social worker acting on their behalf) confirms their upcoming medical appointment — date, time, and location.
2. Member calls MAS at least 72 hours in advance. The call is made to MAS at 1-844-666-6270. The member provides their Medicaid CIN (Client Identification Number), the appointment details, their pickup address, and their mobility needs.
3. MAS verifies eligibility. In real time, MAS checks that the member's Medicaid is active and that the appointment type is covered. If a question arises, MAS may contact the member's Medicaid plan for confirmation.
4. MAS assigns a credentialed provider. Under the state's Medicaid Transportation Policy Manual (section 2.3), MAS assigns trips "based first upon the medically appropriate mode of transportation, then by enrollee's choice among participating transportation vendors, and finally, at the discretion of the transportation broker." A member can ask for a specific provider by name, such as DachiPlus, and MAS considers that request once the right type of transportation is set.
5. Confirmation is issued. MAS gives the member a confirmation number and confirms the trip details. The assigned provider also receives trip details through the MAS dispatch system.
6. Provider dispatches on trip day. On the day of the appointment, the provider — DachiPlus, in Nassau and Suffolk County — sends a driver to the member's pickup address at the scheduled time. The driver provides door-through-door service: going to the member's door, assisting them to the vehicle, driving them to the facility, and escorting them in.
7. Return trip is coordinated. If a return trip was requested and approved through MAS, the provider coordinates the pickup from the facility after the appointment. The member contacts the driver when they are ready.
8. Medicaid is billed directly. After the trip is completed, the provider submits the billing documentation to Medicaid (through the MAS system). Medicaid reimburses the provider. The member receives no bill.

The 72-hour rule and why it exists

New York Medicaid requires transportation requests to be made at least 72 hours (three business days) before the appointment. This lead time exists for several operational reasons.

First, MAS needs time to verify eligibility. Medicaid enrollment can change, and MAS runs a verification check on every booking. Same-day verification is possible but adds complexity. Second, providers need advance notice to plan their daily dispatch schedules efficiently. Medical transportation routing is not like rideshare dispatching — trips are longer, more complex, and require specific vehicle assignments. Third, for trips requiring specialized vehicles (wheelchair-accessible, ambulette), advance notice ensures the right equipment is available.

The 72-hour rule has exceptions. Hospital discharges are typically arranged same-day through the hospital's case management team, who work directly with MAS and providers. Urgent appointments — where a doctor has ordered care that cannot wait — can be processed on shorter notice by calling MAS's urgent line and explaining the clinical situation. Same-day requests are not guaranteed but are handled on a best-effort basis.

For routine appointments, the practical advice is: call MAS as soon as your appointment is confirmed. If your appointment is two weeks out, call MAS immediately. The earlier you call, the more options MAS has for provider assignment and vehicle selection.

How DachiPlus fits into the MAS system

DachiPlus is a credentialed MAS transportation provider for Nassau and Suffolk Counties. Our credentialing means we have been reviewed and approved by MAS as meeting the standards required to transport Medicaid members — including driver qualifications, insurance coverage, vehicle standards, and operational capacity.

When a Medicaid member asks for DachiPlus and MAS assigns the trip to us, the trip details arrive through the MAS dispatch system. We receive the member's trip details — pickup address, destination, appointment time, and any mobility notes — and we dispatch accordingly. The member does not need to contact us separately once the MAS trip is confirmed; MAS handles the communication.

However, members are always welcome to call us directly at (516) 754-7777 to verify availability, ask questions about our service area, or confirm details about their trip. We are reachable Monday through Saturday, 6 AM to 8 PM.

Standing orders for recurring trips

Patients with recurring medical appointments — dialysis (typically three times per week), chemotherapy cycles, regular radiation sessions — do not need to call MAS before every single trip. The MAS system supports standing orders: prescheduled Medicaid transportation to recurring appointments at the same location, usually on the same days and at the same times each week.

A standing order is not something the member sets up on a call. Under the state's Standing Order Policy (effective October 1, 2020), only your medical provider's office can enter a standing order, using the MAS web portal. MAS does not accept standing orders from members, family members, or transportation companies. So if you go to dialysis, chemotherapy, or therapy at the same place on the same days each week, ask your dialysis center or doctor's office to request a standing order through MAS. When your provider's office enters it, ask them to list DachiPlus as your preferred transportation provider, because driver continuity matters for recurring patients. Once the standing order is in place, trips on the scheduled days do not need a separate call from the member.

A standing order lasts up to six months and does not renew on its own, so ask your provider's office to renew it before it ends. Dialysis centers often have social workers, schedulers, or transportation coordinators who handle this for their patients. Ask your dialysis unit who enters and renews standing orders, and tell them you would like DachiPlus listed as your transportation provider.

What to do when something goes wrong

The MAS-NEMT system works well for the vast majority of trips, but delays, cancellations, and other issues can occur. Here is how to handle the most common problems:

If the driver is late

Call DachiPlus directly at (516) 754-7777. We can check on the vehicle's location and give you an updated arrival estimate. If there is a significant delay, we will work to resolve it as quickly as possible. Do not wait in silence if a driver is more than 15 minutes past the scheduled pickup time — call us immediately.

If you need to cancel

Call MAS at 1-844-666-6270 as soon as you know you need to cancel, even if it is the same day. Canceling allows MAS to reassign the vehicle and prevents the trip from being marked as a patient no-show. Repeated no-shows — where the driver arrives and the patient does not — can affect future trip approvals.

If you have a complaint

MAS has a member complaint line, and complaints are taken seriously. You can also file a complaint with the New York State Department of Health if you believe your transportation rights have been violated — for example, if you were denied a trip you were entitled to, if a vehicle arrived in unsafe condition, or if a driver was inappropriate. Keep your MAS confirmation number for any trip about which you have a concern.

Rights you have as a Medicaid NEMT rider

New York Medicaid members have specific rights within the NEMT system that are worth knowing:

• The right to an appropriate vehicle. Your mobility needs must be matched with the appropriate vehicle type. If you need wheelchair securement and MAS sends an ambulatory vehicle, you can refuse the trip and request the correct vehicle type.
• The right to on-time service. MAS providers are held to timeliness standards. Consistently late service is a reportable issue.
• The right to a safe, professional driver. NEMT drivers must meet background check and training requirements. If you experience unsafe or unprofessional behavior, report it to MAS and to the provider.
• The right to a companion. In many cases, a family member or aide may accompany you on a Medicaid NEMT trip — ask MAS at the time of booking if a companion seat is authorized for your trip.

Asking for the company you prefer. Your choice of transportation company is a request MAS considers, not one of the rights above. When you call MAS to book a ride, you can ask for DachiPlus by name. MAS first decides the right type of transportation for your trip, then considers your choice of provider among the companies enrolled for that type. If you would like DachiPlus to drive your future trips, call MAS and tell them you prefer DachiPlus; if you have a standing order, also ask your provider's office to update your preferred transportation provider.

Ready to book?

Call MAS and request DachiPlus for your next covered Medicaid trip.

Call MAS at 1-844-666-6270 at least 72 hours before your appointment. Say "DachiPlus" when asked for your provider preference. If you have questions first, call us at (516) 754-7777.

Call MAS — 1-844-666-6270 Call DachiPlus — (516) 754-7777