Latest News from the Kinetik team
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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We’re pleased to announce new features and enhancements designed to improve your product experience.
Phone numbers entered by members in the Kinetik Health App are now automatically shared with drivers in their dispatch software, upon trip assignment. This ensures drivers have access to the most up-to-date contact information, enhancing overall trip coordination.
Users now have more flexible options when rejecting trips:
Get updates on trip attestation outcomes with new email notifications. You will receive a comprehensive email summary upon completion of the attestation process. This summary will detail successful attestations, any failures, and the corresponding reasons for these failures. This is significantly beneficial when attesting trips in bulk. This feature enhances visibility, minimizes the need for manual follow-up, and enables prompt corrective action.
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We’re pleased to announce new features and enhancements designed to improve members’ product experience.
We have redesigned the member sign-up experience to eliminate time-sensitive access codes and reduce incomplete registrations. New members will now receive an invitation with app download links via email, allowing them to register at their convenience. Members should use the same email address where they received their health plan invitation to complete their sign-up. This improvement streamlines onboarding and increases the number of successful registrations.
Members can now schedule recurring medical trips directly in the app by selecting specific days of the month or week. This eliminates the need to manually book the same journey multiple times, ensuring that members’ trips to their medical appointments are scheduled ahead of time.
To support coordination between members and drivers, members have the option to share their latest contact information before finalizing a trip. This ensures that drivers always have the correct phone number to contact the member, if needed. This new feature reduces missed connections, improves on-time performance, and enhances overall trip reliability.
Members can now resume trip booking where they left off after being logged out due to inactivity or unexpected app closures. Trip details are temporarily saved for 24 hours, allowing users to quickly pick up their progress upon re-login. This new feature minimizes user frustration and increases successful trip completions by preserving work already in progress.
We have implemented several app-wide enhancements to improve usability and consistency. Together, these enhancements reduce support needs and help drive higher engagement and satisfaction across active members.
Key improvements include:
We’re pleased to announce new features and enhancements designed to improve your product experience.
Overview Of Updates
Trip creation in Trip Scheduler has been fully redesigned to be faster, smarter, and more intuitive.
Welcomes users and encourages quick action.
We have introduced several improvements to better integrate Kinetik Health App data and streamline operations in Trip Scheduler.
Trip Scheduler now features standardized trip statuses, enhancing clarity and consistency. Statuses like "Denied" and "Approval Denied" have been consolidated. All trip events, such as “Driver En Route”, “Passenger On Board”, “Driver Arrived”, etc., are consolidated under "Trip in Progress" status. Reimbursement trips can have either “Assignment Booked” or “Completed” status. This update simplifies your experience while preserving data accuracy.
The All Trips table now features a new default column set tailored to Health Plan workflows, especially for call center teams. This update surfaces the most relevant information upfront, reducing setup time and cognitive load. You can still fully customize your view, but the improved default delivers a faster and more focused starting point.
Search across the platform has been enhanced to deliver more relevant and precise results. The more users type, the more relevant the search results displayed will be, eliminating irrelevant entries. This improvement ensures a cleaner, more intuitive search experience.
We have introduced the ability to capture Medicaid IDs during the Transportation Provider onboarding process. This optional field helps improve data accuracy and standardization of billing from the start. Additionally, a Medicaid ID column has been added to the All Transportation Providers table, enabling easy search and filtering by this identifier.
We’ve introduced several small but meaningful UI improvements to enhance usability across the platform.
After thoughtful evaluation and user feedback, we have removed the Manifests page and the Recurring Itineraries tab from the Needs Action view.
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