Patients, drivers, vehicles, trips, and dispatch

Trips are the central operational record, connecting a patient, payer, driver, vehicle, and eventual claim. This guide covers the records and workflows dispatchers and administrators use every day.

Patients

Open Patients to create and maintain the people receiving transportation services. Patient records can include:

• name and demographic information;
• pickup and drop-off addresses;
• phone and contact details;
• payer and eligibility information;
• mobility or accessibility needs;
• emergency contact information;
• notes and other operational details.

The emergency contact name is optional — add one when it is available, but the patient record does not need to be blocked when that name is unknown.

Add or update a patient

1. Select Patients and choose Add Patient.
2. Enter the required demographic and contact information.
3. Add addresses carefully. Confirm the state and ZIP code before saving.
4. Add payer, mobility, and emergency contact details when applicable.
5. Save the record and use the search or pagination controls to locate it later.

Patients are used by trip scheduling and claims. Update the patient record before creating a new trip when an address, payer, or mobility requirement has changed.

Drivers

Open Drivers to manage the driver roster. Driver records can include contact information, address, status, emergency contact, profile image, and operational details used for dispatch.

Add or update a driver

1. Select Drivers and choose Add Driver.
2. Enter the driver's name and login or contact details.
3. Add the driver address, including city, state, and ZIP code.
4. Add emergency contact and credential information where required by your organization.
5. Save the driver and confirm that the account is active before assigning trips.

Drivers can update permitted profile details from the driver app. The dispatcher or administrator should still review changes that affect compliance, scheduling, or payroll. The driver list uses pagination so large fleets remain responsive — use search and page controls rather than repeatedly scrolling through the entire roster.

Vehicles

Open Vehicles to maintain the fleet. Record the vehicle identifier, type, accessibility capabilities, status, and any maintenance or compliance information your organization tracks. Keep vehicle status current so dispatchers do not assign a vehicle that is unavailable, out of service, or unsuitable for the patient's mobility needs. The vehicle list is paginated and searchable for larger fleets.

Trips

Trips are the central operational record. A trip connects a patient, payer, driver, vehicle, addresses, schedule, service details, completion evidence, and eventual claim.

Create a trip

1. Open Trips and select New Trip.
2. Select the patient and confirm the current address information.
3. Enter pickup and drop-off addresses. Review the state and ZIP code, and verify the map coordinates when displayed.
4. Choose the date and pickup time.
5. Select Mobility Level and Service Type.
6. Select the required service area: Rural or In Town.
7. Choose one-way or round trip.
8. Review payer, authorization, notes, and any billing details.
9. Assign a driver and vehicle now, or leave the trip available for Auto-Dispatch.
10. Save the trip and confirm the resulting status and assignment.

New address forms use Arizona as the default state and should still be verified against the actual address — defaults are a convenience, not a substitute for confirmation.

Coordinates and address confirmation

When coordinates are available, latitude and longitude are shown with the pickup and drop-off address as an additional location confirmation. Coordinates support dispatch accuracy, audit review, and fraud-prevention controls; they do not replace human review of an address. If coordinates are missing or clearly incorrect, correct the address and review the map result before dispatching. Google Maps configuration is required for map-based features — see Integrations & Live Features.

Round trips and trip sheets

A round trip contains an outbound leg and a return leg. To prevent duplicate documentation, the standard trip sheet is downloaded from the primary outbound leg; the return leg indicates that the trip sheet is available on the outbound record. Trip downloads include the standard trip documentation plus a separate location-verification page for audit purposes. When a trip sheet is downloaded from a claim, the claim version remains the standard two-page claim document and does not include the trip-only verification page.

Common trip statuses

The exact status set may depend on your organization's workflow, but trips generally move through scheduling, assignment, active travel, pickup, drop-off, completion, cancellation, or no-show handling. Update the status only when the underlying event has occurred so operational and billing records remain trustworthy. Trips are paginated — use filters for date, status, driver, patient, payer, or other available criteria to find records efficiently.

Auto-Dispatch and Live Map

Auto-Dispatch Console

The Auto-Dispatch Console helps dispatchers review unassigned or assignable trips, compare available drivers and vehicles, and assign work based on operational constraints. Before assigning:

• confirm the driver is active and available;
• confirm the vehicle is active and appropriate;
• review time windows and route practicality;
• check mobility and service-area requirements;
• resolve conflicts before saving the assignment.

After assignment, verify the trip appears for the driver and remains visible on the dispatcher schedule.

Live Map and GPS

Live Map displays current operational locations when driver location sharing and map configuration are available. Drivers may share location from the driver app, subject to device permission and connectivity. GPS is used for operational visibility and trip evidence — it is not a replacement for signatures, odometer information, or required completion notes. Navigation opens the route in Google Maps or the configured map experience; drivers should follow applicable traffic, safety, and privacy policies. See Integrations & Live Features for how to enable Google Maps and live GPS for your organization.