Illinois Medicaid Transportation: How It Works

Illinois Medicaid, run by the Department of Healthcare and Family Services (HFS), pays for non-emergency medical transportation (NEMT) in certain circumstances. The rules are simple once you know which kind of Medicaid coverage you have, because that decides who you call. This guide summarizes the state’s published guidance as of the date at the bottom. Check with HFS or your plan for anything specific to your case.

What Medicaid covers

HFS covers rides to a covered medical service. The state’s guidance says the trip must go to the nearest appropriate provider, by the least expensive kind of transportation that meets the rider’s needs that day. In practice:

• Someone who can ride a bus or take a car is not sent a wheelchair van. Someone who can’t sit upright is sent a stretcher, not a wheelchair van.
• The appointment has to be for a Medicaid-covered service, such as a doctor visit, dialysis, therapy, or a dental visit your plan covers.
• Rides generally need approval before the trip. For dental appointments, the state asks for the request at least seven days ahead.

Step 1: find out which kind of Medicaid you have

Most Illinois Medicaid members are enrolled in a managed care plan (HealthChoice Illinois). Others are on traditional fee-for-service Medicaid. If you aren’t sure, HFS runs an automated line at 1-855-828-4995. Have your Medicaid Recipient Identification Number (RIN) ready.

Step 2 (managed care): call the number on your card

If you’re in a managed care plan, HFS says to call the phone number on the back of your member ID card to schedule transportation. Your plan works with a transportation vendor that assigns the trip to a local provider. Ask for the ride when you book the appointment, not the day before.

Step 2 (fee-for-service): prior approval through Transdev

For fee-for-service members, HFS uses Transdev (formerly First Transit) to handle prior approval. Reach them at 877-725-0569 or netspap.com. Transdev approves the trip but doesn’t schedule rides or send vehicles. It can give you a list of transportation providers to contact, and the provider you choose runs the approved trip.

For some trips, the medical provider fills out a Physician Certification Statement (form HFS 2270) confirming the level of transport the rider needs. Ask the doctor’s office about it early, especially for stretcher trips.

What to have ready when you call

• Medicaid RIN or plan member ID
• Appointment date, time, and the full address of the clinic or hospital
• The pickup address, plus any stairs, ramps or building access details
• Whether the rider walks, uses a wheelchair, or needs a stretcher
• Whether someone is riding along as an escort
• For recurring care like dialysis, the full weekly schedule

If Medicaid doesn’t cover the trip

Some trips aren’t covered: a visit that isn’t a covered service, a request that wasn’t approved in time, or a rider whose plan sends the trip to a different provider. You can still book privately. MedCompass publishes its rates, and the cost calculator shows the price for your exact addresses before you commit. When you call us, have your member ID ready and dispatch will tell you on the same call whether we can bill your plan for the ride.

Questions about a specific case

HFS takes non-emergency transportation questions at HFS.Transportation@illinois.gov. Sources for this guide: HFS: Medical Transportation (Non-Emergency) and HFS: Non-Emergency Medical Transportation toolkit.

Last reviewed September 17, 2026. This page is general information, not legal or benefits advice.