Georgia Medicaid NEMT (2026): Broker, Booking, and Appeals

A Medicaid card by itself is not always enough to get a person to a doctor's appointment. For an 82-year-old widow in Albany who no longer drives, a dialysis patient in Macon who needs to reach the Davita center three times a week, or a parent in Valdosta whose child has a specialty appointment at a children's hospital in Atlanta, the transportation problem can be as serious as the underlying health problem.

Federal Medicaid law solves that problem with a benefit called Non-Emergency Medical Transportation, or NEMT. Federal regulations require every state to ensure that Medicaid members have access to medically necessary covered services, including the transportation needed to reach them. Federal legislation has codified NEMT as a mandatory Medicaid benefit.

Georgia administers NEMT through a single statewide broker. Effective April 1, 2026, Verida (formerly Southeastrans) became the sole broker for all five Georgia NEMT regions: North, Atlanta, Central, East, and Southwest. Verida arranges every Medicaid ride in the state under contract with the Department of Community Health. This guide explains how the broker model works, how to book a ride, who is eligible, what modes of transportation are available, what to do when something goes wrong, and how NEMT interacts with Georgia Families managed care, the HCBS waivers, the PACE program, and Medicare.

Key Takeaways

• NEMT is a mandatory federal Medicaid benefit. Members pay $0 for NEMT.
• Georgia uses a single statewide broker. As of April 1, 2026, Verida is the sole NEMT broker for all five regions (North, Atlanta, Central, East, Southwest). Verify current contact information with DCH NEMT customer service.
• NEMT is FFS-carved-out from Georgia Families CMOs. Members in any of the three current CMOs (Amerigroup Community Care, CareSource, or Peach State Health Plan) book NEMT through the statewide broker, NOT through the CMO.
• Book at least 3 business days in advance. Standing orders are set up for repeat trips (dialysis, chemotherapy, weekly behavioral health). Urgent same-day trips are accommodated when possible.
• PACE participants do not use the NEMT broker; PACE provides its own transportation. CCSP, SOURCE, and ICWP waiver members use NEMT for Medicaid-covered medical trips.

The federal NEMT mandate

Federal Medicaid law requires that state Medicaid programs include methods of administration necessary to ensure the proper and efficient operation of the program. Federal regulations specify that those methods must include assurance of transportation. NEMT is defined as a Medicaid covered service: transportation provided to and from a Medicaid-covered medical service for a beneficiary who has no other means of transportation.

For decades, NEMT existed in a peculiar regulatory space. It was sometimes treated as a covered service (eligible for federal financial participation as a medical service), sometimes treated as an administrative cost (eligible for FFP as an administrative expense). The administrative-cost treatment was favored by some states because it offered flexibility, but it created uncertainty about whether NEMT was truly mandatory.

Federal legislation has clarified that NEMT is a required component of state Medicaid programs. States may use broker arrangements, ride-share platforms, public transit passes, mileage reimbursement, and managed care delivery, but they may not eliminate NEMT.

Federal regulations set the rules for broker arrangements: the broker must be procured competitively, oversight must be conducted by the state Medicaid agency, and a complaint resolution process must be in place. Federal regulations also govern NEMT in managed care, allowing states to either include NEMT in MCO capitation or carve it out to a separate FFS broker. Georgia chose the carve-out path.

How the Georgia broker model works

Georgia is divided into five NEMT regions, but as of April 1, 2026, all five are served by a single statewide broker: Verida. The broker is paid a per-member-per-month or per-trip rate by the Department of Community Health (DCH) and is responsible for arranging every Medicaid ride in the state. The broker subcontracts with local transportation providers who actually operate the vehicles and employ the drivers. The broker handles reservations, dispatch, mode determination, quality assurance, complaints, and reporting to DCH.

Previously, the regions were split across more than one broker; before April 2026, Modivcare served the Central, Southwest, and East regions while Verida served North and Atlanta. As of April 1, 2026, Verida covers all five regions statewide. To confirm current reservation and contact information, contact DCH NEMT customer service or check the Georgia DCH NEMT webpage. Georgia's five regions cover:

• North: North and Northwest Georgia
• Atlanta: Metro Atlanta
• Central: Central Georgia
• East: Northeast Georgia and the East Central/Coast corridor
• Southwest: Southwest Georgia

The FFS carve-out from Georgia Families CMOs

The single most important Georgia-specific feature of NEMT is the carve-out from Georgia Families managed care. The three current CMOs (Amerigroup Community Care, CareSource, and Peach State Health Plan) and the foster/adoption-focused Georgia Families 360° program do NOT include NEMT. NEMT is administered separately by the statewide broker under direct contract with DCH on a fee-for-service basis. WellCare is no longer a separate Georgia Families Medicaid CMO; a 2024 reprocurement that would have changed the slate remains in a bid-protest phase with no announced go-live date, and the current three-CMO contracts have been extended (reported through June 30, 2027).

This creates a structural confusion that many Georgia members do not understand. A member who calls Amerigroup to schedule a ride to a cardiology appointment will be told that transportation is not a CMO benefit and will be referred (correctly) to the statewide broker. A member who calls the broker and identifies themselves by their Amerigroup ID may run into ID-matching issues; the broker uses the GA Medicaid ID, not the CMO ID.

For more on the CMO structure and what IS in Georgia Families capitation, see the Georgia managed care plans guide.

Exceptions to the carve-out:

• PACE participants: PACE provides its own transportation through PACE vans. PACE does not use the NEMT broker for PACE-coordinated trips.
• HCBS waiver members (CCSP, SOURCE, ICWP): medical transportation continues through the NEMT broker. Some non-medical transportation (e.g., to an adult day center) may be provided as a waiver service.
• Medicare-only: Original Medicare does NOT cover NEMT. Some Medicare Advantage plans, particularly D-SNPs for dual-eligibles, offer transportation as a supplemental benefit, but original Medicare does not. Dual-eligibles can use Georgia Medicaid NEMT for Medicaid-covered services.

Who is eligible

Any active Georgia Medicaid member is eligible for NEMT if all four of the following are met:

1. Currently enrolled in Georgia Medicaid (any pathway: ABD, LTC, MAGI children and parents, pregnant women, Pathways to Coverage, Family Medicaid, MSP-Plus dual)
2. The trip is to or from a Medicaid-covered service
3. The member has no other reasonable means of transportation (no working vehicle, no available driver, no accessible public transit)
4. The trip is booked with appropriate advance notice (3 business days for non-urgent; urgent same-day where medically necessary)

The "no other reasonable means" standard is generally interpreted broadly. A member with a working vehicle who simply prefers to use NEMT is not eligible. A member whose vehicle is in the shop, or whose family member usually drives but cannot on a particular day, generally is eligible for that trip.

What kinds of trips are covered

NEMT covers trips to and from any service the member can receive under Georgia Medicaid. The list of covered destinations is extensive:

• Primary care physician visits
• Specialty care (cardiology, neurology, oncology, endocrinology, orthopedics, urology, gastroenterology, pulmonology, psychiatry, and others)
• Behavioral health (outpatient mental health, substance use disorder treatment, methadone clinic visits)
• Dental (limited for adults, full for pediatric under EPSDT)
• Vision (limited for adults, full for pediatric)
• Hearing
• Pharmacy pickup, when medically necessary
• Outpatient surgery and procedures
• Physical, occupational, and speech therapy
• Dialysis (typically three times weekly with a standing order)
• Chemotherapy and radiation oncology
• Wound care
• Hospital outpatient departments
• Federally Qualified Health Centers and Rural Health Clinics
• Durable medical equipment pickup
• Court-ordered evaluations if Medicaid-covered
• HCBS waiver service appointments when covered by the broker rather than the waiver
• Adult day health (for members where the broker is the assigned transportation provider)

NEMT does NOT cover:

• Trips to non-Medicaid providers
• Trips for non-medical purposes (grocery shopping, banking, social visits, court appearances except court-ordered medical evaluations)
• Trips outside Georgia in most cases (exceptions for out-of-state specialty care pre-authorized by Medicaid)
• Trips for members not currently active on Medicaid (eligibility lapses cancel NEMT until reinstated)

Modes of transportation

Brokers assign the least expensive mode that meets the member's medical need. The mode hierarchy is:

Public transit pass. In areas with public transit (Atlanta MARTA, Augusta, Macon, Savannah), the broker may provide a one-day or one-month bus pass instead of a vehicle. This applies to members who can navigate public transit safely with their medical condition.

Mileage reimbursement. A family member or friend drives the member in a private vehicle. The driver submits mileage logs and visit verification (signed by the provider's front desk). Reimbursement is per mile at the broker's current contract rate; contact your broker for the current reimbursement rate. This option is popular for rural members with limited fleet availability.

Ambulatory ride (sedan). Standard sedan with a driver. The member walks to the vehicle with minimal assistance, sits in a seat, and walks from the vehicle to the appointment. Suitable for members without mobility devices.

Wheelchair-accessible van. Van with a wheelchair lift or ramp. The member remains in their wheelchair during transport. The driver is trained to secure the wheelchair.

Stretcher van. For members who cannot sit up and must be transported supine but do not require emergency ambulance services. Includes a stretcher and an attendant.

Non-emergency ambulance. For medically necessary supine transport with monitoring needs beyond what a stretcher van can provide. Less common than the other modes.

The mode is set at booking based on the medical certification submitted by the member's provider. If a member's condition changes (newly using a wheelchair, no longer able to walk), the member should notify the broker so the mode is updated.

The 3-business-day rule

For non-urgent trips, members must call the broker at least 3 business days before the appointment. The broker uses that lead time to:

• Verify the member's active Medicaid eligibility
• Verify the destination is a Medicaid-covered service
• Assign a transportation provider
• Schedule the pickup time
• Send confirmation to the member

Trips booked with less than 3 business days notice may be denied as "late requests" unless the medical urgency justifies same-day approval. The broker has discretion.

Standing orders relax the 3-day rule for repeat trips. A dialysis patient who attends three times a week sets up a standing order with the broker at the start of treatment, and the rides are dispatched on the same schedule each week. The member does not call before each trip. If the schedule changes (vacation, missed week), the member notifies the broker to pause the standing order.

Urgent same-day trips are accommodated when medical urgency justifies and vehicle availability permits. Examples: hospital discharge, urgent care follow-up, life-sustaining medication pickup. The broker's urgent line handles same-day requests.

How to book a ride step by step

The booking sequence is:

1. Confirm the statewide broker and its reservation number. As of April 1, 2026, Verida is the broker for all five regions. Contact DCH NEMT customer service to confirm the current reservation number.

2. Call the broker reservation line. Contact the statewide broker directly. To confirm the current reservation number, call DCH or check the Georgia DCH NEMT portal.

3. Have your information ready. Georgia Medicaid member ID (12-digit), full name, date of birth, pickup address with apartment or unit number, destination provider's name and full address, appointment date and time, type of appointment (primary care, specialty, dialysis, dental, etc.), and any mobility needs (wheelchair, stretcher, oxygen).

4. Receive a trip confirmation number. Write this down. You will need it if there are any issues on the day of the trip.

5. Be ready 1 hour before pickup. Brokers typically give a 1-hour pickup window. The driver may arrive at any time within the window. If you are not ready when the driver arrives, the trip may be marked a no-show.

6. Confirm return ride information. Most brokers schedule round-trip rides. Verify that the return is in place before you leave the pickup point. If the return is not scheduled, ask the appointment front desk to call the broker for a return ride after your visit.

7. Sign the trip log. The driver may ask you to sign confirming pickup. This documentation supports the broker's billing.

Broker contact information

As of April 1, 2026, Verida is the sole statewide broker for all five Georgia NEMT regions. To reach the broker, contact DCH NEMT customer service for current reservation and member services numbers. Phone numbers and service lines change periodically; verify with DCH before booking critical trips.

• Verida Georgia (current contact numbers available at verida.com or through DCH; Verida, formerly Southeastrans, is the statewide broker for all five regions as of April 1, 2026)
• Previously, before April 2026, Modivcare served the Central, Southwest, and East regions. Modivcare no longer provides Georgia Medicaid NEMT in those regions.

When something goes wrong

Your ride is late or does not show up

Call the broker's customer service line immediately. Document the time of your call, the operator's name, and the response you received. If the no-show or excessive lateness causes you to miss your appointment, file a complaint.

Do not pay for Uber, Lyft, or a taxi unless you have prior broker authorization. NEMT generally does not reimburse for self-arranged alternative transportation.

Your ride request is denied

Common reasons for denial:

• Member is not currently active on Medicaid (check active status at gateway.ga.gov)
• Destination is not a Medicaid-covered service
• The member has another reasonable means of transportation
• Booking made with less than 3 business days notice for a non-urgent trip
• Mode requested exceeds medical necessity (e.g., ambulance requested when an ambulatory ride is medically sufficient)

If a trip is denied, request the reason in writing. If the denial is based on a determination that affects ongoing eligibility for services (rather than a one-off booking issue), the member can request a fair hearing through the Office of State Administrative Hearings. Contact DCH for current appeal deadlines and procedures.

Driver issues

Report concerns about driver conduct, vehicle cleanliness, lateness patterns, unsafe driving, or any safety issue to the broker's complaint line and to DCH NEMT Quality Assurance. Brokers track driver complaints and remove drivers with repeated issues from the network. For unsafe driving, also call local law enforcement and report to DOT if appropriate.

Missed appointment due to broker failure

If a documented broker failure causes a missed medical appointment, file a complaint. Some healthcare providers charge missed appointment fees; in cases of broker failure, the broker may be responsible for absorbing those fees rather than the member. Document the broker failure carefully.

Frequently Asked Questions

Does Georgia Medicaid cover transportation to medical appointments?

Yes. Non-Emergency Medical Transportation (NEMT) is a mandatory federal Medicaid benefit. In Georgia, NEMT is administered through a single statewide broker contract. The benefit is $0 cost to the member.

Who is the Georgia Medicaid transportation broker?

As of April 1, 2026, Verida is the sole statewide broker for all five Georgia NEMT regions (North, Atlanta, Central, East, and Southwest). Before April 2026, Modivcare served the Central, Southwest, and East regions; it no longer provides Georgia Medicaid NEMT. To confirm Verida's current contact information, call DCH NEMT customer service or check the gateway.ga.gov member portal.

How do I book a ride for a doctor's appointment?

Call the statewide broker's reservation line at least 3 business days before the appointment. Contact DCH to confirm the broker's current member services number. Provide your Georgia Medicaid ID, pickup address, destination provider name and address, appointment date and time, and any mobility needs. You will receive a trip confirmation number.

Can a family member drive me and get reimbursed?

Yes, through the mileage reimbursement option. The driver completes the broker's mileage form, including driver name, vehicle, license, round-trip mileage, and provider visit confirmation signed by the provider's front desk. Reimbursement rate is set by the broker contract; contact your broker for the current rate and form.

What if my ride request is denied?

Ask the broker for the denial reason in writing. If the issue is administrative (wrong info, late booking), correct it and rebook. If the denial affects ongoing eligibility for services, request a fair hearing through the Office of State Administrative Hearings. Contact DCH for current appeal deadlines. You may bring an attorney or advocate. For life-sustaining services, request aid pending during the appeal.

Worked example 1: Mrs. Adams, dialysis 3x/week in Macon

Mrs. Adams is 71, on Medicare and Georgia Medicaid (categorical ABD), and lives in Macon. She has end-stage renal disease and attends dialysis at a Davita center 6 miles from her home Monday, Wednesday, and Friday from 8 AM to noon. She uses a wheelchair.

Macon is in the Central region, served by the statewide broker (Verida as of April 1, 2026). Mrs. Adams or her daughter calls the broker the week before treatment starts. The broker verifies Mrs. Adams's Medicaid status, confirms Davita is a Medicaid-enrolled provider, and sets up a standing order: pickup at home 7:15 AM, transport to Davita, return ride after treatment.

Because Mrs. Adams uses a wheelchair, the broker assigns a wheelchair-accessible van. The driver is trained to secure her chair during transport.

For 12 months, the standing order runs without interruption. Mrs. Adams does not call before each trip. Twice during the year, the ride is late by 30 minutes and 45 minutes. The daughter calls the broker's customer service line both times. The first time, the operator confirms the ride is en route. The second time, the daughter files a formal complaint. The broker documents and reviews the route.

When Mrs. Adams travels to visit family in another state for a week, the daughter calls the broker to pause the standing order. Upon return, the daughter calls to reactivate. Total cost to Mrs. Adams across the year: $0.

Worked example 2: Mr. Lee, post-hospital cardiology in Atlanta

Mr. Lee is 68, dual-eligible (Medicare + Georgia Medicaid), and lives in 30303 (Atlanta region). He was hospitalized for a heart attack and is being discharged on Friday. The discharge planner schedules a cardiology follow-up at Grady Memorial in 5 days. Mr. Lee has no car. His daughter works full time and cannot drive him.

Mr. Lee calls the statewide broker on the day of discharge. With 5 days notice (3 business days), the request is within the standard window. He provides his Medicaid ID, his apartment address, Grady Memorial cardiology clinic's address, the appointment date and time, and confirms he is ambulatory.

The broker books an ambulatory sedan. Pickup window is 12:30 to 1:30 PM for a 2 PM appointment. The driver arrives at 12:50 PM. Mr. Lee walks to the car. The driver takes him to Grady, waits for the appointment to end (within reasonable time limits), and drives him home.

Cost to Mr. Lee: $0. He is enrolled in CareSource (one of the Georgia Families CMOs), but NEMT is FFS-carved-out from CareSource. He used the broker, not CareSource, for transportation.

Worked example 3: Mrs. Diaz, no-show troubleshooting in Albany

Mrs. Diaz lives in Albany (Southwest region). She has a behavioral health appointment scheduled for 10 AM on Tuesday. She booked the ride through the statewide broker four days in advance. The pickup window is 9 AM to 9:30 AM.

At 9 AM Tuesday, no ride. At 9:15 AM, no ride. Mrs. Diaz calls the broker's customer service number. The operator confirms the ride is "running late, approximately 30 minutes." Mrs. Diaz says she has a 10 AM appointment. The operator promises an update.

At 9:45 AM, the ride arrives. Mrs. Diaz makes the appointment at 10:10 AM. The provider front desk accommodates the late arrival.

Mrs. Diaz files a complaint with the broker the next day. She provides the trip confirmation number, the pickup window scheduled, and the actual pickup time. The broker documents the complaint. Three subsequent complaints in 60 days about the same driver trigger an internal review. The driver is removed from her route.

This is how the broker quality assurance process works: complaints accumulate, drivers with patterns are removed, and brokers with persistent quality issues face DCH contract penalties.

NEMT for HCBS waiver members

CCSP, SOURCE, and ICWP waiver members continue to use the NEMT broker for Medicaid-covered medical appointments. The waiver itself may provide non-medical transportation as a service (e.g., to an adult day center, to socialization activities, to senior centers) through the waiver care coordinator's network.

For Medicaid-covered medical trips, the booking flow is identical to non-waiver members: call the statewide broker, provide the member's Georgia Medicaid ID, schedule the trip. The waiver care coordinator does not arrange medical trips through the broker; the member or family books directly.

For non-medical waiver trips, the care coordinator arranges through the waiver-funded transportation provider.

NEMT and PACE

PACE participants do not use the NEMT broker for any trips. PACE provides its own transportation through PACE vans. The PACE organization is at full financial risk and integrates transportation into its capitated payment. PACE vans pick up participants for day center attendance, transport them to PACE-network medical appointments, and return them home.

If a PACE participant has a non-PACE medical need, the IDT must authorize the visit and arrange transportation. Non-PACE non-emergency trips are generally not covered: neither PACE nor the NEMT broker will pay, because PACE has the broker carve-out for its members.

For more on PACE, see the Georgia PACE program guide.

NEMT for dual-eligibles

Dual-eligibles (Medicare + Georgia Medicaid) can use NEMT for trips to Medicaid-covered services. Medicaid is the secondary payer for most medical services, but transportation is paid through the NEMT benefit directly to the broker.

Original Medicare does NOT cover NEMT. Members with original Medicare and no Medicaid have no NEMT benefit (except for the limited emergency ambulance transportation that Medicare Part B covers).

Medicare Advantage plans, particularly Dual-Eligible Special Needs Plans (D-SNPs), often offer transportation as a supplemental benefit. A dual-eligible may have both Georgia Medicaid NEMT and supplemental D-SNP transportation. The plans coordinate; generally, the D-SNP supplemental benefit applies first and then Georgia Medicaid NEMT fills gaps.

Cost to the member

NEMT is $0 to the member in Georgia. There is no copay for transportation. The broker bills Georgia Medicaid directly. Members pay nothing out of pocket for covered trips.

For mileage reimbursement, the broker pays the reimbursement to the member (or to the driver if the member designates) after the trip is documented.

Common mistakes Georgia members make

A few patterns appear frequently in member calls and complaints.

Calling the CMO for transportation. Amerigroup Community Care, CareSource, and Peach State Health Plan are not the right contacts. NEMT is carved out of Georgia Families. Call the statewide broker.

Booking less than 3 business days in advance for a non-urgent trip. Likely to be denied unless urgent. Plan ahead for routine appointments.

Booking trips to non-Medicaid providers. A specialist who does not accept Medicaid is not a covered destination. Verify the provider's Medicaid enrollment first.

Not having information ready when booking. The call will be extended or the booking will fail without your Medicaid ID, pickup address, destination address, and appointment time.

Forgetting to confirm the return ride. Most rides are round-trip, but verify with the operator at booking. If the return is not in place, the appointment desk can call to schedule.

Using Uber, Lyft, or a taxi without authorization and expecting reimbursement. Self-arranged alternatives are generally not covered.

Not reporting a no-show or excessive lateness. Broker quality assurance depends on documented complaints. Reporting helps the next member.

Assuming PACE members can use NEMT brokers. PACE is carved out. PACE provides its own transportation.

Booking during an eligibility lapse. Members whose Medicaid renewal is pending or has lapsed may have rides denied. Verify active status at gateway.ga.gov.

Not updating mode when condition changes. A member who now uses a wheelchair must request a mode update; the broker does not automatically know.

Assuming NEMT covers out-of-state trips routinely. Only with prior authorization for approved out-of-state care.

Treating NEMT as a taxi service for convenience. NEMT is a medical benefit with rules. Misuse can lead to denials.

Missing the appeal deadline. After a denial that affects eligibility, the appeal request must be filed by the deadline specified by DCH. Contact DCH for current deadlines.

Not knowing the statewide broker. As of April 1, 2026, Verida serves all five regions. Contact DCH NEMT customer service to confirm the broker's current contact information.

Forgetting that some specialty appointments may require additional authorization. Out-of-network specialty providers (within Georgia) may require pre-authorization for both the visit and the transportation.

Special situations

Pediatric NEMT

Children enrolled in Georgia Medicaid (including PeachCare for Kids and Georgia Families 360°) are eligible for NEMT to all covered pediatric services, including pediatric specialty care at children's hospitals, dental visits under EPSDT, vision exams, and developmental services. A parent or guardian rides with the child.

Behavioral health NEMT

Outpatient mental health and substance use treatment appointments are covered. Methadone clinic visits, often daily for the first weeks of treatment, are covered with standing orders. Federally Qualified Behavioral Health Centers and Community Service Boards in Georgia are Medicaid providers.

Pregnancy-related NEMT

Pregnant women on Medicaid are eligible for NEMT to prenatal visits, ultrasounds, and labor and delivery. Postpartum visits are also covered under Georgia Medicaid's postpartum coverage extension.

Dialysis NEMT

Dialysis is the highest-volume NEMT use case nationally. Brokers have standing-order systems specifically for dialysis. Three-times-weekly transport for years is routine for ESRD patients.

Get help with Georgia Medicaid NEMT

If you need a ride to a covered medical appointment, call the statewide broker. If you have a complaint, escalate to DCH. If a denial affects your eligibility, you have appeal rights through the Office of State Administrative Hearings.

Learn More

• Georgia Medicaid Third-Party Administrators
• Georgia Medicaid managed care plans
• Georgia Medicaid covered services
• Georgia CCSP waiver
• Georgia SOURCE waiver
• Georgia PACE program
• Georgia Medicaid for dual-eligibles

Find personalized help arranging Georgia Medicaid transportation at brevy.com.

The information on Brevy.com is for educational purposes only and is not a substitute for professional legal, financial, or medical advice. Rules vary by state and program and change frequently. Always verify with the relevant agency or a qualified professional. Brevy is not a law firm, financial advisor, or healthcare provider.