Access2Care customer service number — how to find it, verify it, and use it effectively

Overview: why there is not a single universal number

Access2Care is a transportation coordination service used by multiple health plans, state Medicaid programs and provider networks. Because access is contracted regionally and by payer, there is rarely one universal phone number that works for every caller. In practice you will encounter: (a) a national helpline for general questions, (b) state or county-level broker numbers for Medicaid non‑emergency medical transportation (NEMT), and (c) payer-specific contact numbers printed on members’ insurance ID cards.

That means the correct customer service number depends on three variables: your plan (Medicaid, Medicare Advantage, commercial), your state/county of residence, and the type of request (scheduling, billing, complaints). The instructions below explain how to locate the precise number for your situation, how to verify it is authentic, and what you should have ready before you call to minimize delays.

How to locate the correct Access2Care customer service number

Begin with the authoritative sources tied to your care: the back of your insurance ID card, the member services page on your insurer’s website, and official state Medicaid webpages. Most Medicaid programs list their NEMT broker and contact details on state portals; for federal reference see the official CMS/Medicaid site at https://www.medicaid.gov and follow the “State Overviews” to find local contacts. If your plan uses a national broker, that broker’s contact will also appear in plan documents and on the plan’s online member portal.

When online, verify the domain and the secure connection: the correct number will appear on a secure page (https://) on the payer or state domain (for example, a .gov state Medicaid page or the insurer’s official domain). If a web search returns multiple numbers, prefer the one that is presented on official documents (ID card, member portal, provider letters) and watch for a published “local office” address or county name that matches your ZIP code.

• Step 1 — Check the back of your health insurance/member ID card for “NEMT”, “transportation”, or “member services” phone numbers; these are authoritative for scheduling rides.
• Step 2 — Log in to your health plan’s member portal or the state Medicaid page and open the “Transportation” or “Contact Us” section to confirm a local broker’s toll‑free number.
• Step 3 — If still uncertain, call your health plan’s main member services and ask them to transfer you to Access2Care or to read the broker’s phone number aloud; record the rep’s name, ID number and time.

Checklist: what to have ready when you call

Preparing documentation and details in advance saves time and prevents repeated calls. Before dialing the Access2Care customer service number, gather the following items so the agent can verify identity and schedule/modify transport quickly.

• Member name exactly as on the ID, 10‑ to 12‑digit Member ID number, date of birth and a secure callback number.
• Appointment details: provider name, full address, appointment date and time, duration (e.g., “Dialysis – 3x weekly; next appointment 07/15/2025, 09:00 AM”).
• Mobility and assistance needs: wheelchair (manual vs. power), stretcher, oxygen, attendant required, interpreter needs, or bariatric transport.
• Pick‑up details: exact street address, apartment/unit number, best entrance, and any security desk procedures or building hours; also who will be present to receive the driver.
• Authorization or prior‑authorization numbers when provided, documentation of previous calls (date/time, rep name), and any denial or cancellation confirmation numbers.

What to expect when you call and how to escalate

Customer service for transportation typically begins with identity verification (member name, DOB, ID number) and confirmation of appointment details. Agents will ask mobility needs and determine the appropriate vehicle type. In many systems you will receive a ride confirmation number and estimated arrival window (for example, “driver will arrive between 8:00–8:30 AM”). If your appointment is urgent, request immediate dispatch and note the time the agent confirms.

Typical hold times vary by region and time of day; during peak scheduling hours (weekday mornings and late afternoons) waits can be longer. If service is not provided as promised, escalate by requesting a supervisor, asking for an incident or complaint reference number, and requesting a callback timeframe. If internal escalation fails, file a formal complaint through your health plan’s grievance process and notify the state Medicaid managed care grievance/appeals office—details for both processes are usually published within 30–60 days policy windows on plan and state pages.

Pricing, cancellations, and documentation — practical details

Costs for non‑emergency medical transportation depend on payer rules: Medicaid often covers medically necessary NEMT at no charge to the member, while private plans may have per‑trip copays or member responsibilities. Never assume coverage—confirm by asking the agent whether your trip is fully covered or whether any co‑pay or balance will be charged to you. If a fare is quoted, ask for the exact dollar amount and the billing contact for disputes.

Cancellation policies vary; common industry practice is to require cancellations at least 2–4 hours before scheduled pick‑up to avoid a “no‑show” fee. Always get a cancellation confirmation number and the agent’s name. For billing disputes retain ride confirmation numbers, call logs, and any receipts or invoices; if you are billed incorrectly, request a formal investigation and a written outcome so you can submit an appeal to your payer if needed.

If you can’t reach customer service or you have persistent problems

If the number you have does not work, or you experience repeated service failures (no pickup, inappropriate vehicle, safety concerns), document each incident with dates, times and the names/IDs of representatives you spoke with. Submit a formal complaint to your health plan and copy the transportation broker if that contact information is available. State Medicaid agencies maintain consumer hotlines and ombudsman programs that can assist—search your state’s official Medicaid website under “complaints” or “consumer assistance.”

Keep a chronological file: call logs, screenshots of confirmations, photos (if relevant), and any medical documentation that explains the need for specialized transport. This record will be essential for appeals, reimbursement requests, or regulatory complaints. If you need a written sample complaint or a short phone script to use when you call, request it and I can generate one tailored to your situation.

What is the phone number for Access2Care dispatch?

It can be scheduled 24/7 by calling Access2Care transportation services at 866-201-9974. This is how it works. 1. Call Access2Care to schedule a ride at 866-201-9974 at least:.
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Does Aetna pay for transportation?

That’s why Aetna offers optional, non-emergency transportation that gets you there and back. These rides are included with your plan at no extra cost. You can check your Evidence of Coverage or call the number below for information on trip and mileage allowances. Rides are provided through Access2Care℠.

Who bought Access2Care?

MTM Health
MTM Health, the nation’s largest privately held non-emergency medical transportation (NEMT) broker, is excited to announce the completion of our acquisition of Access2Care, LLC from Global Medical Response (GMR).

Who is eligible for Access2Care?

If you are a Medicaid, Medicare, or Dual Eligible recipient and a member of one of our clients’ health plans, you are most likely eligible for rides to and from your healthcare appointments. These ride services are to help you when you don’t have another way to get to your healthcare appointment.

Where is Access 2 Care located?

Greenwood Village, Colorado
Suburban Primary Health Care Council, administrator of and also known as Access to Care, is in no way affiliated with Access to Care, LLC or Access to Care Pharmacy, LLC, both located in Muncie, Indiana; nor Access2Care, a non-emergency medical transportation company, headquartered in Greenwood Village, Colorado.

How much does Access2Care pay?

How Much Does Access2Care Inc Pay for Different Roles? BETA

JOB TITLE	DEPARTMENT	SALARY RANGE
National Account Executive	–	$171,523 – $269,089
Director, Operations	Operations	$181,676 – $196,559
Manager, Care Coordination	Health and Human Services	$146,842 – $190,675
Equipment Specialist	Manufacturing Engineering	$115,891 – $141,902