Non-Emergency Medical Transportation Arizona: AHCCCS, ALTCS & Senior Options

How NEMT Works Under AHCCCS and ALTCS

Non-emergency medical transportation (NEMT) is a mandatory Medicaid benefit. If your parent is enrolled in AHCCCS or ALTCS, they have a legal right to transportation to and from covered medical appointments — doctor visits, dialysis, physical therapy, pharmacy pickups, and specialist consultations.

Under Arizona's managed care model, the ALTCS managed care organization (MCO) assigned to your parent — Mercy Care, Banner-University Family Care, or UnitedHealthcare Community Plan — is responsible for arranging and paying for NEMT. The MCO either contracts with transportation brokers or operates its own scheduling system.

To request a ride:

1. Call the MCO's transportation line as soon as the appointment is scheduled. Each plan has a dedicated NEMT phone number printed on the member's ID card; ask how much advance notice the plan requires.
2. Provide the appointment details — date, time, provider name, address, and whether the member needs wheelchair-accessible transport, a stretcher van, or standard sedan service.
3. Confirm any attendant needs. If your parent requires a caregiver to ride along (common for members with dementia or severe mobility limitations), request attendant authorization during the scheduling call and ask about any plan conditions or cost.

The MCO covers round-trip transportation. Some plans may also reimburse mileage if a family member drives the patient in their own vehicle, under plan-specific rules. Confirm the current rate and required form with the MCO before relying on reimbursement.

What NEMT Does Not Cover

NEMT is restricted to medically necessary appointments. It does not cover:

• Grocery shopping, errands, or social outings. These are not medical purposes and fall outside the Medicaid benefit.
• Appointments at non-contracted providers. If your parent sees a doctor who is not in the MCO's network, the plan may deny the transport request unless a prior authorization for out-of-network care is already in place.
• Emergency transport. Call 911 for emergencies. NEMT is scheduled, non-urgent transport only.

If your parent needs rides for non-medical purposes — senior center activities, religious services, shopping — you will need to look beyond NEMT to AAA programs or private-pay options.

Area Agency on Aging Transportation Programs

Arizona's seven regional Area Agencies on Aging (AAAs) operate or fund transportation programs for seniors aged 60 and older, regardless of Medicaid enrollment. These programs are funded through the Older Americans Act (Title III-B) and state general funds.

What is typically available:

• Volunteer driver programs. Volunteers use their own vehicles to drive seniors to medical appointments, grocery stores, and pharmacies. Scheduling usually requires 3 to 5 business days of advance notice.
• Demand-response shuttle services. Some regions operate van services with wheelchair lifts that pick up seniors at their homes and deliver them to appointments within a defined service area.
• Bus pass subsidies. Valley Metro may offer reduced-fare transit passes for eligible older adults; check current fares and eligibility.

Contact your regional AAA to find out which programs serve your parent's zip code:

• Maricopa County: Area Agency on Aging, Region One — 602-264-4357
• Pima County (Tucson): Pima Council on Aging — 520-790-7262
• DES oversight contact: Arizona Department of Economic Security (DES) — 602-542-6446

Availability varies significantly by county. Rural areas (Apache, Navajo, Greenlee, La Paz) have far fewer options, and waitlists for volunteer driver programs can stretch several weeks.

Private-Pay and Ride-Share Options

When public programs cannot meet your parent's transportation needs, private-pay services fill the gap:

• Medical transport companies. Companies specializing in wheelchair-accessible vans and stretcher transport typically charge $75 to $200 per one-way trip depending on distance, vehicle type, and wait time.
• Ride-share medical programs. Both Uber Health and Lyft offer healthcare-specific platforms that allow family members or care coordinators to schedule rides on behalf of a patient. The rider does not need a smartphone — the caregiver books and pays through the platform. Standard sedan rides run $15 to $40 within metro Phoenix.
• Volunteer organizations. Some faith-based and community organizations provide free rides, particularly in rural areas. The 2-1-1 Arizona helpline can connect you with local options.

Coordinating Transport With Your ALTCS Case Manager

If your parent is enrolled in ALTCS, their assigned case manager should include transportation in the individualized care plan. During the annual care plan review (or any time the care plan is updated), ask the case manager to:

• Document all recurring medical appointments that require transport
• Authorize standing ride orders for dialysis, therapy, or other regular visits (so you do not need to call before each appointment)
• Add attendant authorization if your parent cannot ride alone safely

If the MCO's transportation broker consistently sends late rides, no-shows, or inappropriate vehicles (a sedan for a wheelchair user), file a grievance with the MCO and request a written response. Ask the plan for the applicable response deadline.

For a full walkthrough of ALTCS enrollment, managed care plan selection, and coordinating services through your case manager, the Arizona Home Care, Waivers & Support Guide covers the complete process from application through in-home care setup.

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