Frequently Asked Questions

Yes, we accept Medicaid. Transit Professionals is approved by Medicaid to provide rides in Niagara, Erie, and Orleans Counties. When your trip is set up through MAS, you pay nothing. Medicaid covers your ride to medical appointments.

Medicaid pays for rides to:

• Doctor visits
• Dialysis treatments
• Cancer care
• Physical therapy
• Mental health appointments
• Dental visits
• Pharmacy pickups
• Other healthcare visits covered by Medicaid

Note: Medicaid does not pay for rides to stores, gyms, or other non-medical places.

Yes. You can bring a family member, caregiver, or helper with you. Just tell us when you book your ride. Children under 18 must have a parent or guardian with them.

Yes, you may still qualify if:

• You have a health issue that stops you from driving
• Your car is not working
• You can't afford gas
• You don't have a valid driver's license

When you book through MAS, you'll confirm that you need help with transportation.

All Medicaid rides in New York must go through MAS (Medical Answering Services).

Call: 1-866-932-7740
Or book online: www.medanswering.com

When you call, ask for Transit Professionals as your ride provider.

For regular appointments, call MAS at least 3 business days ahead.

Need a ride today? Same-day rides are available for:

• Urgent sick visits
• Hospital discharges

We're available 24 hours a day, 7 days a week.

Yes. If you have regular appointments like dialysis, ask MAS for a "standing order." This sets up your rides for 6 months. You won't need to call for each trip.

Have this ready when you call:

• Your Medicaid ID number
• Your date of birth
• Appointment date and time
• Doctor's name and address
• Your pickup address
• A phone number where we can reach you

Call MAS as soon as you know you need to cancel. Missing rides without calling ahead may affect your future transportation.

Your driver will arrive within 15 minutes of your pickup time. The driver will come to your door, introduce themselves, and confirm your appointment before you leave.

If your driver hasn't arrived within 15 minutes, call MAS right away at 1-866-932-7740. They will contact us or find another driver.

We're a family-owned company. Getting you to your appointment on time matters to us personally.

Be ready at your scheduled pickup time. Being ready helps keep everyone on time, including other patients with appointments after yours.

If you scheduled a return time, your driver will arrive at that time.

If your appointment runs late, call MAS to change your pickup time.

You can also use "will-call" returns. Just call when you're ready, and we'll send a driver.

Yes. Every Transit Professionals driver goes through:

• Criminal background checks
• Driving record reviews
• Drug testing
• CPR and First Aid training
• PASS certification (Passenger Assistance Safety and Sensitivity)
• Ongoing training

We're a family-owned company. Our drivers represent us, and we take that seriously.

Yes. All our vehicles:

• Pass regular safety inspections
• Have proper insurance
• Are smoke-free
• Have climate control (heat and air conditioning)
• Have working seatbelts and safety equipment

Yes. All our staff are trained in HIPAA rules. We keep your medical information private. If you ever have questions about privacy, contact us.

Your safety comes first. If you ever feel uncomfortable:

• Ask the driver to pull over in a safe spot
• Call our dispatch
• You can also file a complaint with MAS or the NYS Department of Health at medtrans@health.ny.gov

Yes. Our drivers provide door-to-door service. They can offer a steady arm or light help getting into the vehicle.

Note: We provide rides for patients who can walk with support. We do not have wheelchair-accessible vehicles.

MAS stands for Medical Answering Services. They manage Medicaid transportation for New York State.

MAS approves your ride and assigns a driver. Think of MAS as the scheduler. We're the ones who actually drive you.

When you call MAS at 1-866-932-7740 or book online, tell them you want Transit Professionals. MAS will try to honor your choice.

For Medicaid to pay for your ride, you must book through MAS. Calling us directly won't get your ride approved.

But if you already have a ride booked and have questions, we're happy to help.

Ask them to check again or talk to a supervisor. MAS has staff available 24/7. You can also email concerns to medtrans@health.ny.gov.

No. As of March 2024, MAS also handles transportation for MLTC members. Use the same process: call 1-866-932-7740.

We serve three counties in Western New York:

• Niagara County
• Erie County
• Orleans County

We go to hospitals and medical centers throughout the region, including:

Buffalo Area:

• ECMC
• Roswell Park Cancer Center
• Buffalo General
• Mercy Hospital
• Oishei Children's Hospital
• Sisters of Charity
• Buffalo VA Medical Center

Niagara County:

• Niagara Falls Memorial Medical Center
• Mount St. Mary's Hospital
• DeGraff Memorial Hospital

Orleans County:

• Orleans Community Health / Medina Memorial Hospital
• Walk-in clinics in Albion and Medina

We also go to dialysis centers, physical therapy offices, and specialty doctors throughout all three counties.

Yes. Many Orleans County patients travel to Buffalo for specialty care or cancer treatment at Roswell Park. We regularly take patients from Medina, Albion, and nearby areas to Erie County. These trips are covered by Medicaid when medically needed.

Yes. We serve all parts of Niagara, Erie, and Orleans Counties, including small towns and rural areas.

We know Western New York winters are serious. We watch the weather closely.

During severe storms with driving bans, we may need to reschedule rides for safety. But we know dialysis patients and others can't just skip appointments. We'll contact you about any weather delays and work with MAS and doctors' offices to reschedule quickly.

On a normal day, about 30 to 45 minutes. During winter weather or heavy traffic, it may take longer. We pick you up with extra time built in.

We're a family-owned, women-operated, and minority-owned company approved by Medicaid. You get:

• Personal service from people who care
• Full state credentials and insurance
• 24/7 availability
• Reliability you can count on

When you request us through MAS, you're choosing a company where getting you there on time matters personally to our team.

1. Call MAS at 1-866-932-7740
2. Ask for Transit Professionals
3. Have your Medicaid ID and appointment details ready

You can also book online at www.medanswering.com.

Call us at 716-218-9489. You'll talk to a real person who knows Western New York medical transportation. As a family company, we answer our phones and your questions.

No. If your patient has active Medicaid and transportation is part of their benefit, they don't need to enroll separately. You arrange transportation through MAS using the required forms and your agency's MAS portal or phone line.

You need Form 2015 – Verification of Medicaid Transportation Abilities. This is the NYS DOH form that shows why the member can't use public transit and what type of transportation they need.

The treating provider fills it out and signs it. This is usually the PCP or main specialist. The form must include diagnoses, functional limitations, and the type of transportation needed.

Form 2015 is required for patients who can't safely use public transit and need a higher level of service like livery, ambulette, or wheelchair van. MAS keeps this form on file for all non-emergency transportation orders.

Use the 2020-U form when the patient needs routine transportation outside their local area. For example, a WNY patient going to Rochester, Syracuse, or NYC for specialty care. This form explains why care can't be provided locally.

The treating provider at the out-of-area facility fills it out. They document why that provider is medically necessary and why local options don't work.

1. Confirm Medicaid — Verify active Medicaid and that transportation is covered
2. Confirm county — Find out the county of fiscal responsibility (Erie, Niagara, etc.)
3. Get Form 2015 done — Have the provider complete and sign it
4. Submit to MAS — Fax or upload the form and confirm MAS received it
5. Schedule rides — Use the MAS portal or phone to book transportation

Submit by fax or electronic upload through the MAS portal. After you submit, call or check the portal to confirm MAS received and approved it.

Yes. Keep a copy in the medical record. It documents why the patient needs that level of transportation.

Before booking the first routine trip, make sure:

• Medicaid coverage is active
• Form 2015 is on file with MAS
• Any needed 2020-U form is approved (for out-of-area trips)
• You have the correct MAS phone number or portal access for your county

Schedule routine trips at least 3 business days (72 hours) ahead. Urgent appointments can sometimes be scheduled sooner. Check MAS guidance for your county.

MAS offers six types of transportation based on patient needs:

The provider picks the least specialized type that meets the patient's medical needs. Form 2015 must explain why that specific type is needed.

Yes. Mental health and substance abuse treatment are common reasons for using Medicaid NEMT. About 30-40% of adult Medicaid NEMT trips are for behavioral health.

If a patient's mental health condition makes it hard to use public transit (anxiety, agoraphobia, cognitive issues), document this clearly on Form 2015.

Common reasons for rejection:

• Not enough detail on why the patient needs that transportation type
• Missing information about functional limitations
• Didn't explain the level of help needed
• Missing information about mental health or physical conditions

What to do:

1. MAS will contact the provider and explain what's missing
2. The provider adds more detail and resubmits
3. Include specific examples of how the condition affects daily life and travel
4. Fax to 315-299-2786 or use the MAS portal

• Short-term conditions: 6 months
• Ongoing conditions: 12 months

The provider marks the time period when filling out the form.

If the patient gets an appointment notice within 3 days, the provider's office or care coordinator can call MAS directly to request transportation. They don't have to wait for the patient to schedule it themselves.

Yes. MAS offers several ways to schedule:

• Phone: 1-844-666-6270
• Online portal: Faster than phone if your agency has access
• Care coordinator: You can schedule on behalf of your patients
• Provider's office: The doctor's office can call on behalf of the patient

Check if your agency has portal access. It's often faster than calling.

Have this ready:

• Patient's name and Medicaid ID
• Date of birth
• Address and phone number
• Reason for transportation (appointment type)
• Date and time of appointment
• Appointment address
• Preferred transportation company (if the patient has one)
• Special needs (accessible entrance, companion, mobility aids, behavioral health notes)

Yes. If a family member or caregiver needs to go with the patient, note this on Form 2015 or mention it when scheduling. This is important for behavioral health patients, children, or patients with cognitive issues who need supervision.

Usually no, unless the patient already qualifies for NEMT for other medical reasons.

Exception: Patients already enrolled in ongoing NEMT will be covered for pre-op appointments.

Yes, if Form 2015 is on file. Post-op appointments are covered as medically necessary.

If post-op care is outside the patient's local area, you'll also need a 2020-U form.

Once Form 2015 is on file, the surgeon's office, care coordinator, or patient can call MAS to arrange the discharge ride.

Before surgery:

1. Make sure Form 2015 is on file with MAS
2. Talk to the surgeon's office about discharge transportation at the pre-op visit
3. Confirm who will call MAS on discharge day (surgeon's staff, care coordinator, or family)
4. Give MAS the patient's current address and phone number
5. Call MAS at 1-844-666-6270 on discharge day to schedule the ride

Yes. These are common NEMT uses. When submitting Form 2015, the provider should note that transportation is needed for ongoing treatments. The 6 or 12-month approval will cover the treatment schedule.

The CMMA is the local area where a patient normally gets medical care. In WNY and rural areas, this is usually about 20 miles from the patient's home.

You need a 2020-U form when:

• The specialist is outside the patient's local area (more than about 20 miles)
• The patient needs specialized care not available locally
• The patient needs to stay with a specific provider for health reasons
• There's a long wait locally but not at the out-of-area provider

The out-of-area treating provider (cardiologist, oncologist, etc.) fills out the 2020-U form. They explain why the patient can't get the care locally.

Usually no. The ride home from surgery doesn't require a 2020-U, even if the surgery is outside the local area. Form 2015 is enough.

But if the patient needs follow-up care at that out-of-area facility, a 2020-U may be required.

MAS will call the patient to explain the denial. Common reasons:

• Not enough clinical information
• MAS believes the patient can use public transit
• Requested transportation type is more than medically necessary
• Medicaid eligibility issue

What to do:

1. Call MAS at 1-844-666-6270 to understand why
2. Ask for the name of the MAS reviewer
3. Work with the provider to resubmit with more detail
4. If still denied, request a fair hearing

Yes. If Form 2015 or a trip is denied, you can appeal:

1. Request a Fair Hearing with NYS Office of Temporary and Disability Assistance (OTDA) within 60 days of the denial
2. Call: 1-800-342-3334 (Monday-Friday)
3. Include: Denial letter, Form 2015, provider notes, medical records supporting the request
4. Expedited hearing: If waiting would harm the patient's health, ask for faster review with a doctor's note
5. Decision: Usually within 90 days, sooner if expedited

Yes. You have 60 days from the denial date to request a fair hearing. If you miss this deadline, you lose the right to appeal.

You can request "aid continuing" when you request the fair hearing. This lets the patient keep getting transportation while the appeal is decided. You'll need to show that waiting would harm the patient's health.

1. Find transportation barriers — Ask patients about transportation challenges during assessments
2. Educate patients — Explain the MAS benefit, who qualifies, what forms are needed, and how to schedule
3. Start Form 2015 requests — Contact the provider to request the form when a patient may qualify
4. Track form status — Keep a log of submitted forms. Follow up with MAS to confirm receipt within 7-10 business days
5. Schedule rides — You can schedule transportation directly through MAS portal or phone on behalf of your patients. Schedule 3+ days ahead for routine appointments.
6. Solve problems — When transportation issues happen (cancellations, missed appointments), investigate and fix them
7. Document everything — Keep records of transportation needs, form submissions, approvals, and usage
8. Advocate — If a patient is wrongly denied, help gather documentation and support the appeal
9. Note special needs — For behavioral health patients, note any considerations (anxiety, need for escort, preferred driver)
10. Track results — Monitor whether patients attend appointments after NEMT enrollment

We serve Niagara, Erie, and Orleans Counties in Western New York. This includes major facilities like ECMC, Roswell Park, Kaleida Health hospitals, Niagara Falls Memorial, and Orleans Community Health.

We track on-time arrivals within 15 minutes of scheduled pickup. As a family-owned company, we offer the consistency that larger companies often can't match. We're happy to share our performance numbers with you.

Medicaid patients book through MAS. Your staff or patients can request Transit Professionals by name when scheduling.

Want to discuss a partnership? Contact us directly.

Yes. We're available 24/7 and work with MAS on hospital discharges. MAS aims for pickup within 3 hours of discharge requests.

• Medicaid-approved provider
• All required New York State licensing
• Full insurance coverage (general liability, commercial auto, workers' compensation)
• Background-checked, drug-tested, PASS-certified drivers
• HIPAA compliant

Yes. We're great at consistent service for patients who need regular rides, like dialysis patients or those getting ongoing cancer treatment. Standing orders through MAS cover 6 months of rides.

We can provide trip completion data and on-time performance numbers. For partnership discussions, we'll customize reports to fit your needs.