MTM schedules non-emergency ambulance requests for Medicaid and BadgerCare

Inadequate staffing at MTM Inc.'s call center in Madison appears to be the reason why more than 24% of people who called to schedule a medical ride in September hung up before getting through to a person. That's according to MTM's corrective action plan, obtained by the Public Investigator under a public information request.

MTM provides rides to Medicaid and BadgerCare Plus members who have no other way to get to their plan-covered services. Its contract with the State of Wisconsin caps the number of hang-ups at 5%. But in 2014, rates steadily climbed from 10.3% in March to 24.1% in September. Meanwhile, state officials sat by without any enforcement.

That's because MTM's contract says the 5% hang-up limit isn't enforced until the average hold time exceeds four minutes. The company came in under that every month through August.

However, according to newly released statistics, hold times exceeded the four-minute limit in MTM's contract in September. This triggered enforcement of both the hang-up limit and the hold time.

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Source:  JS Online