The most important questions to ask any NEMT provider
Before booking with any NEMT provider on Long Island, ask these five questions directly. A reputable provider should answer all of them without hesitation.
- Are you credentialed with MAS for Medicaid transportation in New York? If you have Medicaid and want to use your benefit, the provider must be enrolled as a MAS transportation vendor. Without MAS credentialing, they cannot receive Medicaid-authorized trips and cannot bill Medicaid — which means you would be responsible for the cost.
- Do your drivers undergo background checks? Your driver will be in your home, helping you to and from the vehicle. Criminal background screening, driving record verification, and drug testing are the baseline standards for reputable NEMT providers.
- Do you serve my specific address and destination? Service area matters at the street level. A provider who says they serve "Long Island" may not actually cover your town or the specific medical center you need to reach. Ask specifically about your pickup and destination.
- What vehicle types do you operate? If you use a wheelchair, you need to know whether the provider has lift-equipped vehicles and whether your specific wheelchair type (manual, power, bariatric) is accommodated.
- Is there a direct phone number I can reach on the day of my trip? You should be able to call and speak to a dispatcher — not leave a voicemail or send a message through an app — on the day of your trip.
If a provider hedges on any of these questions, take that seriously. These are not unreasonable requests — they are basic qualifications for anyone transporting medically vulnerable patients.
Understanding Medicaid credentialing
In New York, Medicaid NEMT is managed through MAS (Medical Answering Services), the state-contracted transportation broker. For a provider to operate within the Medicaid NEMT system, they must be credentialed — that is, formally reviewed and approved — by MAS. This credentialing process includes verification of the provider's insurance, vehicle standards, driver qualifications, and business registration.
Credentialing matters for two reasons. First, it is the mechanism by which MAS assigns and tracks trips — only credentialed providers appear in the MAS system. Second, it serves as a quality filter. MAS does not credential providers who cannot demonstrate basic operational standards. When a provider is MAS-credentialed, you have some assurance that they have cleared a baseline review.
If a provider claims to accept Medicaid but cannot tell you their MAS vendor status, be cautious. Some providers accept Medicaid billing informally or through subcontracts — arrangements that can lead to accountability gaps. Ask specifically: "Are you a direct MAS-credentialed transportation provider?"
Matching vehicle type to your needs
NEMT vehicles are not one-size-fits-all. The right vehicle depends on your mobility situation, and booking the wrong vehicle type creates problems for everyone. Here is how to match your needs to the right option:
- Ambulatory transport: You can walk to and from the vehicle without assistance, or with minor support from a cane or walker. A standard sedan or minivan is appropriate.
- Wheelchair transport (transfer-to-seat): You use a wheelchair but are able to transfer from your chair to a standard vehicle seat with driver assistance. The driver uses your wheelchair to assist you to the vehicle, you transfer to the seat, and the wheelchair is folded and stored.
- Ambulette (wheelchair stays in vehicle): You cannot transfer to a seat and must remain in your wheelchair throughout the trip. This requires a lift-equipped vehicle (ambulette) with four-point wheelchair securement. DachiPlus currently specializes in ambulatory and transfer-to-seat transport; ambulette service is being added to our fleet.
When calling any provider, be specific about your mobility situation. Do not assume they will ask the right questions — volunteer the information so the correct vehicle is dispatched.
Why driver continuity matters for recurring trips
For patients on recurring treatment schedules — dialysis three times a week, weekly chemotherapy, daily radiation — driver continuity is genuinely important, not just a nice-to-have. A consistent driver learns your building's entry points, knows where to park, understands how long your appointments typically run, and knows how you prefer to be assisted. Over time, this becomes a trusted relationship that makes every trip smoother and less stressful.
Ask any provider: "Will I have the same driver for my recurring appointments, or does it change each time?" Providers who use a large pool of drivers or dispatch randomly cannot offer this. Providers who plan recurring assignments carefully can. For dialysis patients in particular, where trips happen dozens of times per year, this consistency matters enormously for quality of life.
DachiPlus prioritizes driver continuity for standing-order patients whenever scheduling allows. When you establish a recurring schedule with us, we note your preferences and work to maintain them.
Red flags to watch for
Not every provider who appears in a search result or online directory is operating at the level you need for medical transportation. Watch for these warning signs:
- No direct phone number. If the only way to reach the company is through an app, a website form, or a call center that cannot connect you to a local dispatcher, consider whether you could actually reach someone on the morning of your appointment if something went wrong.
- Vague answers about MAS credentialing. "We accept Medicaid" is not the same as "We are a credentialed MAS transportation provider." Push for specifics.
- No service area specifics. "We serve Long Island" is not an answer. Ask whether they cover your specific town and destination facility. If they can't answer that question confidently, they may be over-promising on coverage.
- No mention of driver screening. Transportation companies that cannot speak clearly about their hiring and screening process are a risk for medically vulnerable passengers.
- No clear cancellation policy. Ask what happens if you need to cancel within 24 hours. The answer tells you a lot about how they handle real-world logistics.
Questions to ask about punctuality and cancellation policy
Showing up on time matters in medical transportation. Missing a dialysis session or arriving late for chemotherapy has real clinical consequences. Before booking, ask:
- "What time do you typically send the vehicle before the appointment time?"
- "What is your on-time arrival rate for scheduled pickups?"
- "What is your cancellation and rescheduling policy, and how much notice do you require?"
- "What happens if you have a vehicle breakdown or driver no-show? How do you handle it?"
- "Can I reach a dispatcher directly on the day of the trip if the driver is late?"
A reputable provider should have clear, specific answers to all of these. If the answer is "we'll do our best" without any process behind it, that's worth noting. DachiPlus maintains a direct dispatch line at (516) 754-7777, operates Monday through Saturday from 6 AM to 8 PM, and assigns drivers based on schedule reliability.
Ready to book?
DachiPlus answers yes to every question on this list.
MAS-credentialed, background-checked drivers, Nassau and Suffolk County coverage, a direct dispatch line, and consistent driver assignments for recurring patients. Call us and ask anything.