Latest news from the Kinetik team
This release brings four new features that give members more control over their accounts and rides. From shared household profiles to one-tap trip details sharing, each update makes it easier for members to book and manage their rides.
Members can now add multiple profiles to a single account, so everyone in a household can book and manage their own rides from one email. After signing in, they simply pick their profile to get started.
Kinetik Health app now lets members invite a trusted family member or caregiver to book and manage rides on their behalf. They add caregivers from profile settings and stay in control, removing access whenever they want.
Members can select a preferred transportation provider when booking their first trip and update it at any time in their profile. Provider assignment is not guaranteed, as it depends on availability.
Sharing trip details is now built right in, so members can send ride info to family or caregivers straight from the trip details page. After consenting to share, a quick tap sends a clean snapshot through their favorite messaging or email apps.
This release provides Transportation Providers with greater visibility into assigned trips and more control over how their team stays informed. SMS alerts reduce missed assignments and keep providers moving without relying on manual follow-up, and a new Corrections flow lets TPs fix trip details before billing, rather than chasing them over email.
Kinetik Compass now sends SMS alerts so assigned trips never go unnoticed, nudging the right contacts to log in and act before trips become urgent. Add up to two contacts in Settings → Notifications and opt each one into the alerts you want. SMS is off by default, and each contact gets a one-time welcome text confirming enrollment the moment they opt in.
Through Kinetik Compass, you can now submit structured correction requests directly from the trip details page, separate from attestation, so actual trip details reach billing accurately without back-and-forth emails. Once the health plan reviews and resolves the request, the trip returns to your queue to review the final values and attest. Attach supporting notes or documents when submitting, and track status directly in the Attest Trips table while review is pending.Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
If you have any questions about these new features or need help getting started, please reach out to your Customer Success Manager or contact our support team at support@kinetik.care.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
This release introduces new ways to review provider corrections and fine-tune pickup times, alongside major upgrades to rate cards and member communication. From reviewing corrections to fully configurable rate cards, every update is built to keep your operation precise and in control.
Handle post-trip changes from your providers directly in Atlas. Review exactly what changed, then approve either in full, in part, or not at all, with trip details and pricing updating automatically on approval. Find them in the new Corrections tab on the Needs Action page.
Pickup times now adjust to what each trip needs. Set a custom buffer for each Level of Service so estimated pickup times reflect the real time required, keeping Atlas aligned with your providers and accurate for members. Adjust it anytime from your Level of Service settings.
Rate cards are now far more flexible, built to handle even your most complex transportation provider contracts, including time-based and route-specific rates, as well as automatic no-show and cancellation fees. Set everything up in the redesigned rate card builder, so every trip is priced exactly as it should be.
Atlas now sends members richer, better-timed updates across their entire trip, tailored to each ride type and with their provider's contact details once assigned. Caregivers and additional contacts can get the same updates by SMS or email, keeping everyone informed and reducing status calls to your team.
You can now edit an entire itinerary and all its trip legs from a single unified view, making changes faster and easier to manage. Just open the Edit Itinerary action wherever you're working with trips.
If you have any questions about these new features or need help getting started, please reach out to your Customer Success Manager or contact our support team at support@kinetik.care.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
Booking Experience
Notifications
Account & Verification
Members can now save a trip booking as a draft and return to it later. From any step in the booking flow, selecting "Save as Draft" keeps all entered information and returns members to the home page. Drafts will be visible when starting a new trip request, so stepping away to check a calendar or insurance card no longer means starting over.
Members receive clearer, better-timed notifications for trip updates. For recurring trips, members receive a single notification instead of one per trip, keeping the experience focused and easy to follow.
Updated guidance in the Driver Notes and Additional Passengers screens, making it easier to know exactly what to enter. Helpful, specific prompts ensure drivers have everything they need to provide the right vehicle and best service.
Members can enter their service animal's weight during booking to help ensure the right vehicle is assigned.
5. Facility Name Preserved on Trip Requests
Pickup and dropoff names entered in the app now appear exactly as entered on the trip request.
6. Mileage Reimbursement Driver Validation
Members cannot enter their own name as the reimbursement driver, helping ensure the benefit is used correctly.
7. Redesigned Invitation Email
Invitation emails now highlight the benefits of self-service booking and make getting started simple. Reminder emails follow at 24 and 72 hours for members who have not yet registered, increasing the likelihood they complete sign-up on their own.
8. Pending Trip Request Reminder
Members with a pending trip request receive a push notification 48 hours before their trip date. The notification directs them to their trip details and encourages them to contact the health plan, helping members stay informed and avoid expired requests.
You can now type a Start Date and End Date directly into the trip filter to find the exact trips you need.
Once inside a trip, the new Next button lets you move to the next record without returning to the All Trips page.
These updates make it easier to move through your trips without extra steps.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
This release focuses on helping teams move faster, catch issues earlier, and work more efficiently in Trip Scheduler.
Smarter Operations
Visibility & Assignment
Data & Reporting
Member & Workflow Experience
Conflict checks now run when you approve trips, not when you deny or escalate them. Click "Approve All" on the Needs Action page and the system flags any conflicts before the trip is confirmed.
The assignment modal now displays a "Rejected" label on any provider who turned down the trip. Pick the right provider without digging through event logs to remember who already said no.
Trip Scheduler now warns you when a trip date falls outside a member's coverage period. You'll see the alert during trip creation, editing, duplication, and recurring schedule setup — with the specific out-of-coverage dates called out so you can adjust before booking.
Trip Scheduler now includes:
No more exporting raw data and building reports elsewhere.
You can now store up to three preferred addresses per member and select them directly from the pickup and dropoff dropdowns during trip creation. Addresses saved by members in the Health App sync automatically to their profile, so you're always working from the same locations they use.
Cancel trip requests directly from the request details page without approving first. Members receive a single, clear cancellation notification.
*Applies to Health Plans with the Kinetik Health App enabled
A new Member Labels column on the All Trips and Recurring Schedules tables lets you filter trips by the labels on a member's profile. Labels stay in sync with the member profile in real time, so adding or removing a label updates across all their trips automatically.
Bulk edit now supports trip justification, referring provider, attendant, additional requirements, and custom fields across multiple itineraries at once. Changes to shared fields sync across all trips automatically. If your edits affect cost on assigned trips, you'll review the impact before anything applies.
If you have any questions about these new features or need help getting started, please reach out to your Customer Success Manager or contact our support team at support@kinetik.care.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
You can now include a "Units" column in your tolls upload file to ensure claims reflect the exact number of tolls paid during each trip. When you upload the file, both the charge amounts and unit counts update automatically on the A0170 CG claim service line. This means if you paid one toll but the default shows two, you can correct it to match your actual invoice. Your claims now reflect precisely what you paid, keeping everything audit-ready and accurate from the start.
You can now clear holds or resolve internal notes on multiple claims at once.
How it works:
If a claim doesn’t have a hold or note, the system simply skips it — no errors, no extra steps. This cuts down repetitive work and keeps your entire claim queue moving faster.
You can now catch payment discrepancies before they become reconciliation issues. When you manually mark a claim as paid, the system displays a confirmation prompt whenever the paid amount is less than the charged amount - including when the payment is $0. This validation stops you from accidentally creating "Partially Paid" statuses on claims that should be handled differently. Review the alert, confirm the payment is accurate, and proceed with confidence knowing every payment entry is verified before it's saved.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
You can now view a full, easy-to-read breakdown of trip charges at any stage — pending, in progress, or completed. Just click the new “Rate Breakdown” button on the Trip Details page.
You’ll see:
Everything is organized in a simple format so you can quickly verify pricing, answer member questions, and confirm that charges look correct without digging through multiple screens.
Trip Assistant can now automatically re-sync any trips that haven’t reached a final status by the end of the day.
What this means for you:
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.
We’re pleased to announce new features and enhancements designed to improve members’ product experience.
Members who go to the same places often (like dialysis or a standing doctor visit) can now rebook a past trip with one tap. From any previous trip, select “Duplicate Trip,” all key details - pickup and dropoff locations, appointment information, and preferred time - are automatically pre-filled. Members simply select a new date, review, and confirm. This cuts down on repeat questions, speeds up booking, and helps more members finish scheduling their rides without needing to call in.
Members can now save up to 3 favorite locations with labels like “Home” or “ My Doctor’s Office.” When booking a ride, these favorites show up at the top of the search screen, eliminating the need to type the address every time. Members can add new favorites while booking a trip or update them anytime in Settings. This makes booking faster and reduces errors and abandoned bookings, especially for those with frequent or routine appointments.
Members who enable location access now receive a simple notification when they arrive at their appointment, allowing them to confirm their attendance with a single tap. This quick check-in confirms that the member reached their destination safely and on time. By capturing real-time arrival confirmation, health plans gain an additional layer of fraud prevention and quality assurance - while members benefit from a simple, seamless way to validate their trip.
We’ve updated the member invitation email to make it easier for members to start using the Kinetik Health App on their own.
The new email includes:
We’ve also added a reminder sequence to follow up with members who haven’t signed up yet. Together, these changes are designed to increase app sign-ups, encourage self-service booking, and help reduce call center volume for routine trip requests and “how do I book a ride?” questions.
We’re closing out the year with our biggest Trip Scheduler release yet — focused on speed, control, and visibility. From blocking specific providers for members to a completely redesigned Trip Details experience, this update puts more power in your hands while simplifying everyday operations.
Smarter Operations
Real-Time Control
Member & User Experience
Members’ preferences now truly shape assignments. You can block specific providers per member, ensuring they’re never auto- or manually assigned to those they’ve had issues with. A new Insights dashboard shows trends in provider blocking, helping you proactively manage your network and member experience.
Trip cancellations are now crystal clear. You’ll instantly see whether a trip was Member Cancelled or a Provider No-Show, with full audit visibility in every view. This helps your teams track accountability and improve service accuracy across all trips.
“Trip Details” has been rebuilt to make your work faster and more intuitive. Now you’ll see everything in one screen:
You no longer need to “hunt” for information. Completed trip logs can also be exported for your records.
Searching through “Needs Action” and “Requests” tables just got effortless. You can:
This means less scrolling and faster answers.
If you need to recreate a similar trip, just select Duplicate. We’ll automatically update: Dates, Itinerary, and Pricing. Then choose how you want to proceed:
It’s a big time-saver for repeat or routine rides.
The new Active Trips Dashboard brings live map tracking with vehicle positions, ETAs, and route paths that refresh every 30 seconds. Quickly search by member or provider and view everything — from dispatch to completion — in one unified screen
You now decide who’s active in your network. Mark providers as Active or Inactive in one click — inactive providers are automatically excluded from assignment, ensuring accuracy and smooth dispatch operations.
Look for the new Health App User badge to instantly spot members using the Kinetik Health App. It’s visible in profiles, trip creation, and member tables, so you can prioritize digital users and tailor support efficiently.
A new, streamlined login detects whether you use SSO or password login automatically. Just enter your email — Trip Scheduler routes you to the right method, making sign-ins faster and simpler for every user.
This release includes several enhancements to improve everyday efficiency:
If you have any questions about these new features or need assistance getting started, please reach out to your Customer Success Manager or contact our support team at support@kinetik.care.
Thank you for your continued partnership. We're committed to making Trip Scheduler the most powerful and intuitive platform for managing NEMT operations.
Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.