North Carolina Adult Health Transportation Agency Policy Manual

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The North Carolina Adult Health Transportation Agency (Non-Emergency Medical Transportation) Policy Manual provides a comprehensive operational framework for agencies delivering non-emergency medical transportation (NEMT) services to older adults, individuals with disabilities, and Medicaid beneficiaries across the State of North Carolina. This manual aligns with regulations established by the North Carolina Department of Health and Human Services (NCDHHS), including the Division of Health Benefits (NC Medicaid), and complies with federal Centers for Medicare & Medicaid Services (CMS) guidelines governing NEMT services under Medicaid. The manual includes policies and procedures governing provider enrollment and credentialing, rider eligibility and trip authorization, scheduling and dispatch procedures, driver qualifications and background checks, vehicle safety and maintenance standards, ADA compliance, infection control protocols, participant rights and protections, emergency and incident response procedures, documentation and billing practices, data privacy, and ongoing quality assurance. It emphasizes timely, safe, and accessible transportation to medical appointments, therapies, dialysis, adult day health programs, and other Medicaid-approved health-related services—promoting continuity of care, independence, and reduced barriers to health access. This manual serves as a foundational resource for NEMT providers in North Carolina, ensuring the delivery of high-quality, compliant, and person-centered transportation services that support health equity and community-based living.