Latest News from the Kinetik team
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.
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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.
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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.
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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:
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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.
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We’ve updated Trip Assistant and RCM to improve data flow, personalize service, and strengthen access controls.
Trip Assistant now shows the original Trip ID from the payor alongside its linked Claim ID. In RCM, every claim displays the source Trip IDs that created it. With one click, you can see all related trips and claims in one place. This unified view makes cross-referencing fast and simple.
Members’ preferred languages now appear directly in Trip Assistant with their trip details. This allows you to match riders with drivers who speak the same language whenever possible. Each dispatch becomes a chance to deliver a more comfortable and trusted service.
You can now set precise permission levels for each team member. For example, dispatchers can have read-only access to claims, billers can get advanced permissions, and managers can use custom combinations. Once set, these permissions apply across the platform. This gives your team the access they need to work effectively while keeping data secure.
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We’re pleased to announce new features and enhancements designed to improve members’ product experience.
Accessibility & Inclusion
Flexibility & Convenience
Engagement & Quality
Members can now use the Kinetik Health App in five languages: English, Spanish, Russian, Punjabi, and Tagalog. All interface text, trip information, and alerts automatically display in their chosen language. Members can change their language anytime in settings. This eliminates language barriers and makes the app easier to use for diverse member populations.
Members can now book mileage reimbursement trips directly through the app! This option appears alongside standard rides, using the same familiar booking flow with pickup, destination, and appointment details. Trip management remains consistent with scheduled rides including editing, canceling, and status notifications. This enables members with a self service option when arranging their own transportation to medical appointments while providing a cost-effective transportation option through existing app infrastructure.
Members will now see a prompt asking to share their location when signing up or booking a ride. If they allow it, the app will automatically capture pickup and drop-off points and track the ride in real time. Geofencing technology around medical facilities will record appointment arrival and departure times within a 100-meter radius. This helps improve trip accuracy, reduce missed rides, and provide the data needed to measure program performance and meet compliance requirements.
Members can now sign up using their phone number as an alternative to email. A quick text code verifies the account, and the number syncs across the system so drivers always have the right contact. Members can update or change their number anytime in their profile or when booking a ride, with updates showing instantly everywhere. This reduces missed calls and confusion while giving members a flexible, mobile-friendly way to sign up.
After each trip, members will now see a prompt to rate their ride. They can give a quick star rating and choose options like "Driver was on time," "Car was clean," or "Safety concerns," with one tap. Members can also go back and rate a trip later from their trip history. This feedback helps health plans better understand member experience, improve provider performance, and meet state reporting requirements.
All app text now follows Medicaid's 6th grade reading level standard, making it easier for everyone to understand. Buttons, instructions, error messages, and help content have all been updated. Texts and emails from the app also use simple, clear language. This improves accessibility for members while keeping the app compliant with Medicaid requirements.
Members using smaller phones can now easily select dates and times throughout the app. Updates to the design make signup, trip booking, and profile management work smoothly no matter the screen size. This ensures a consistent experience across all devices and prevents the issues some members face on compact smartphones.
We’ve updated Trip Scheduler to streamline workflows, improve data visibility, and strengthen your operational control.
Workflow Efficiency
Communication & Coordination
Operations & Control
In Trip Scheduler, every search field now shows exact matches with easy checkboxes. Type a few letters, check all the options you want—whether members, providers, or trips—and see them instantly in one table. The system only shows exact matches, making results more precise and faster to find.
Mileage reimbursement requests from the Member App now flow directly into the Requests table. Driver details like name, relationship, and contact information appear right on the page. A new Trip Type column lets you quickly filter between "Scheduled" and "Mileage Reimbursement" trips. Recurring reimbursements automatically move to the All Trips table once an action is taken on them. Everything—review, approval, and tracking—now happens in one clear process.
Facility names and addresses now stay linked throughout the entire trip process. You can search by name or full address—for example, “Riverside Medical”—and see all buildings at that site. When you select a building, both the facility name and complete address remain visible from booking through billing. This ensures members and drivers always have the full location details they need.
When creating an expense trip, you can now pick a payee from a dropdown or add a new one with their name, relationship, and contact info. All payees are stored in the Member Profile so you don’t have to re-enter details each time. Trip records clearly show who is being reimbursed, and duplicates are automatically blocked. This ensures every payment goes to the right person, from booking through reimbursement.
Completed trips now trigger a simple SMS asking members who booked by phone to rate their ride on a scale of 1–5. Their responses flow directly into your dashboards alongside app ratings. You can adjust how and when this feature works in Settings > Trips. This gives you complete visibility into member experience across every booking channel.
A new “Insights” tab gives you live dashboards that update in real time. You can see trip volumes, provider performance, and regional trends all in one place. Hover over any card to download the data for reporting or deeper analysis. It’s your command center for managing and monitoring transportation operations.
Trip creation now includes a “Current Phone Number” field that syncs everywhere, including with drivers for pickup calls, text updates, and feedback. The field pre-fills from the member’s profile but can be updated for each trip if needed, such as a temporary number or caregiver contact. This ensures drivers always have the correct number to reach members at pickup time.
You can now capture a member’s preferred language in their profile with a simple dropdown. This information flows into trip creation and is shared with drivers, helping them communicate with riders more effectively. You can also filter member lists by language for targeted outreach. This reduces confusion at pickup, builds trust, and improves the overall experience for members.
You can now set your own public transit rules in Settings, including limits for walking distance, transfers, age, or appointment types. If a trip request breaks one of these rules, the system shows a warning so you can make informed choices without blocking the booking. “Arrive By” routing also now provides accurate transit options for future scheduled trips. These tools ensure your policies are applied consistently while keeping scheduling flexible,and you can update them anytime as member needs change.
Approved locations can now be managed at the organization level with three enforcement settings:
The system checks every address during trip creation and shows a clear message if it doesn’t meet your policy. This lets you manage your network’s facilities with the level of control that fits your needs.
The updated assignment screen now gives you complete visibility before confirming a trip. Providers are ranked by cost, with capacity limits, preferred badges, and rate details all displayed. You can search any provider by name, view a full cost breakdown, and see alerts when capacity is running low. Member- and facility-preferred providers appear at the top, helping you balance cost, availability, and preferences with confidence.
You can now create your own label categories—like “Risk Level” or “Follow-Up Needed”—and tag members, trips, providers, notes, or documents. These colored labels stay visible across all views and detail pages. You can also filter by label to quickly find priority items. This makes it easier to organize records and keep important information front and center in Trip Scheduler.
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