The single most common reason Medicaid members miss their transportation is missing the 72-hour booking window. Understanding this rule — and the exceptions that let you work around it — makes the difference between a confirmed ride and a scramble the morning of your appointment.
- Standard advance notice
- 72 hrs
- 3 business days before your trip
- Hospital discharge
- Same day
- Explicit exception — no 72-hour wait
- Other exceptions
- Urgent
- Verified urgent medical need
- Cost when booked correctly
- $0
- Fully covered by Medicaid
What exactly is the 72-hour Medicaid transportation rule?
New York State Medicaid policy requires that members request Non-Emergency Medical Transportation (NEMT) at least 72 business hours before the appointment. MAS uses this lead time to verify your Medicaid eligibility, confirm the appointment is covered, and assign a credentialed provider in your area.
"72 business hours" means three business days — not three calendar days. Weekends and New York State holidays do not count. In practice:
- Monday appointment → call by the previous Wednesday (end of business)
- Wednesday appointment → call by the previous Friday morning
- Monday appointment after a holiday weekend → may require calling the Thursday before
When in doubt, call MAS earlier than you think you need to. There is no penalty for booking too far in advance. The MAS number is 1-844-666-6270.
What happens if you miss the 72-hour window?
If you call MAS fewer than three business days before your appointment, the standard response is a denial — MAS will tell you the request is too short notice and cannot be processed under routine booking. Options at that point:
- Request an urgent exception. If a physician has documented urgency — a follow-up required within 24–48 hours, a test that must be done before a procedure — MAS has an urgent line and can approve short-notice bookings. Explain the situation clearly.
- Book private pay with DachiPlus. DachiPlus accepts same-day and next-day bookings for private-pay patients. Call (516) 754-7777. No advance notice requirement.
- Reschedule the appointment. If the appointment can be moved to a date that allows proper notice, that is the cleanest option for ongoing Medicaid coverage.
When does MAS approve same-day Medicaid transportation?
MAS does process same-day and short-notice trips in specific situations:
- Urgent physician referrals — when the ordering provider documents that the patient must be seen within 24 hours and the situation is not 911-level emergency.
- Hospital discharges — these are coordinated same-day with the hospital case manager, social worker, or discharge planner contacting MAS directly. Patients do not need to call themselves for a hospital discharge trip.
- Dialysis urgent trips — if a standing-order dialysis patient misses a trip due to a provider issue, MAS can sometimes dispatch same-day.
For hospital discharges specifically, the discharge team handles MAS coordination. Patients or families should inform the team that they want DachiPlus assigned for the Nassau or Suffolk County return trip.
What information do you need when calling MAS?
Before you dial 1-844-666-6270, have these ready:
- Medicaid CIN number — the 8-character code on the front of your Medicaid card (format: two letters, five numbers, one letter)
- Appointment date and exact time
- Medical provider name and full street address
- Your home pickup address
- Mobility needs — ambulatory, uses a walker/cane, wheelchair user, needs oxygen
- Whether a companion will be present
- Your preferred provider name: DachiPlus
Having this information ready before the call typically cuts call time in half and reduces the chance of booking errors.
How do standing orders completely bypass the 72-hour rule?
If you have recurring appointments on a fixed schedule, you should not be calling MAS before every single trip. A standing order is a pre-authorized repeating trip schedule that MAS maintains on file. Once active, every trip within the standing order is automatically confirmed — no individual booking call required.
Standing orders are most common for:
- Dialysis — typically three times per week (Monday/Wednesday/Friday or Tuesday/Thursday/Saturday)
- Weekly or bi-weekly chemotherapy
- Daily radiation therapy cycles (which usually run five days per week for several weeks)
- Recurring physical therapy schedules
To set up a standing order: call MAS and request one. Provide the schedule — days of the week, appointment times, treatment facility address, duration of the standing order period (typically 3 or 6 months). Request DachiPlus as your assigned provider. Your medical provider's office can also submit standing order paperwork directly to MAS on your behalf.
DachiPlus strongly recommends standing orders for all dialysis patients. Driver continuity matters — the same driver knowing your building, your routine, and your medical situation reduces stress and improves on-time performance.
Frequently Asked Questions
What is the MAS phone number to schedule Medicaid transportation in New York?
The MAS (Medical Answering Services) booking line is 1-844-666-6270. Call Monday through Friday, 7 AM to 6 PM. For urgent same-day needs, there is also a weekend and after-hours urgent line at the same number — follow the prompts.
What exactly does "72 hours" mean for Medicaid transportation in NY — business hours or calendar hours?
The 72-hour rule refers to business days, not calendar hours. In practice, MAS interprets this as three business days before the appointment date. If your appointment is on a Wednesday, the deadline to call MAS is typically the previous Friday morning. Weekends and state holidays do not count toward business days.
Can I book a same-day Medicaid ride in New York?
MAS can approve same-day trips when a physician documents urgent medical necessity. Call MAS at 1-844-666-6270 and explain the situation. If MAS cannot accommodate the request, DachiPlus offers private-pay same-day transportation at (516) 754-7777 — no advance notice required.
What information does MAS need when I call to schedule a Medicaid ride?
Have ready: your Medicaid CIN (the 8-character code on your Medicaid card), the appointment date and exact time, the medical provider's full name and street address, your home pickup address, and your mobility needs (ambulatory, walker, wheelchair). Also have the name of the provider you are requesting — DachiPlus for Nassau or Suffolk County.
Does a standing order bypass the 72-hour rule?
Yes. Once a standing order is active in the MAS system, individual trips within the standing order are pre-authorized. You do not need to call MAS before each trip. This is the standard arrangement for dialysis (three times per week), recurring chemotherapy, and other regular treatment schedules.