Kinetik News Center

You can now generate Notice of Action and Pend letters for rides, GMR, and travel-related expenses directly from the All Trips table. Choose from 14 letter types or write a Custom one, and member and trip details fill in automatically. Download your letters as a zip, ready to print and mail, with every letter saved to the member's Documents for audits, appeals, and grievances.

How to Generate Letters

Watch the screen recording below for the full flow, then use these steps as a quick reference.

1. Go to All Trips and select the trips you need letters for. You'll get one letter per itinerary, so selecting both legs of a round trip still produces a single letter.
2. Right-click your selection, then choose Generate Letters from the menu.
3. Choose a letter type from the dropdown. If a type is greyed out, hover over it to see why it doesn't apply to your selection.
4. Review the summary of how many letters will be created, then click Generate.
5. Click Download to get a zip file with one PDF per letter. Print and mail them with your usual enclosures.

Good to Know

• Scheduled trips need to be Denied or Cancelled before you can generate a letter. GMR and Ancillary trips can be used in any status.
• A2, Custom, and Pend letters need trips for a single member. A Pend letter lists all of that member's selected dates in one letter.
• The letter date is the day you generate it, not the trip date.
• Enclosures such as "Your Rights" aren't included in the zip.

Letter Types

Writing your own content: A2 and Custom letters

A2 and Custom letters let you explain the decision in your own words while the rest of the letter stays in your approved format. Pick the letter type, fill in the fields, preview the letter, then click Generate.

1. A2 starts with a pre-written sentence, so you only fill in the blanks.
2. For Custom, the policy paragraph fills in automatically from the policy you select.
3. Fields are plain text, and a counter shows how many characters you have left.

Finding letters later

Every letter you generate is saved automatically, even if you don't download the zip.

1. Member profile. Open the member's Documents section. Each letter is named by letter type and date, uploaded by System, and never expires.
2. Trip activity log. Each itinerary's activity log shows who generated which letter, with the date and time.

Questions or Support

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.

Product Updates Are Now Live

This release gives you finer control over what each role can do with trips, down to individual actions like bulk changes and escalation approvals. You can tighten access where you need it without disrupting how your team works today.

Trip Permissions, Now More Precise

You can now grant trip permissions one action at a time, so every role gets exactly the access it needs. Set them when you add or edit a role:

• Trip actions: Create, Read, Update, Cancel, Deny, Assign, and Escalate
• Bulk actions: Bulk Cancel, Bulk Assign, and Bulk Update, each separate from its single-trip version
• Escalations: Read, Approve, and Deny

Existing roles keep their current access until you narrow them.

Questions or Support

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.

Product Updates Are Now Live

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.

1. Introducing Multi-Profile Access

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.

2. Say Hello to Caregiver Access

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.

3. Preferred Provider, Now on the App

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.

4. One-Tap Trip Details Sharing

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.

Product Updates Are Now Live

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.

1. Stay Ahead of Every Trip with New SMS Notifications

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.

2. Introducing Corrections Requests

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.

Questions or Support

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.

Product Updates Are Now Live

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.

What’s New

• Introducing Correction Requests

• A New Way to Manage Pickup Times

Enhancements

• Rate Cards, Now More Flexible

• Member Notifications Just Got More Meaningful

• Edit an Entire Itinerary in One Place

1. Introducing Correction Requests

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.

2. A New Way to Manage Pickup Times

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.

3. Rate Cards, Now More Flexible

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.

4. Member Notifications Just Got More Meaningful

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.

5. Edit an Entire Itinerary in One Place

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.

Questions or Support

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

• Save Your Booking Progress: Trip requests are saved as drafts if not submitted, so you can pick up where you left off.
• Clearer Copy: Updated guidance in Driver Notes and Additional Passengers screens.
• Service Animal Weight: Enter weight to ensure the right vehicle is assigned from the start.
• Facility Name Preserved on Trip Requests: Reviewer-ready facility details, exactly as entered.

Notifications

• Cleaner Trip Notifications: Clearer, better-timed updates with single notifications for recurring trips.
• Pending Trip Request Reminder: Members with unreviewed pending trip requests will receive a push notification 48 hours before their trip date reminding them to contact their Health Plan to follow up on their request.

Account & Verification

• Mileage Reimbursement Driver Validation: Prevents entering the member as the driver.
• Redesigned Invitation Email: Clearer registration flow, with reminders at 24 and 72 hours.

1. Save Your Booking Progress

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.

2. Cleaner Trip Notifications

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.

3. Clearer Copy

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.

4. Service Animal Weight

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.

Navigate and Filter Trips

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.

What’s New This Season

Smarter Operations

• Smarter Conflict Checks on Approval: Conflicts surface right at approval.
• Catch Coverage Gaps Before You Book: Get alerted to out-of-coverage dates before a trip is confirmed.
• Cancel Trip Requests Directly from the Request Page: Cancel requests in one step with a single member notification.

Visibility & Assignment

• Spot Rejected Providers at a Glance: See who already declined, right in the assignment modal.
• Filter Trips by Member Labels: Narrow your view using labels from member profiles.

Data & Reporting

• Build Custom Reports Without Leaving Trip Scheduler: Access dashboards and create custom reports in one place.
• Edit More Trip Details in Bulk Across Recurring Schedules: Update shared fields across multiple itineraries at once.

Member & Workflow Experience

• Save Preferred Addresses for Faster Trip Booking: Store and reuse up to three addresses per member.

1. Smarter Conflict Checks on Approval

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.

2. Spot Rejected Providers at a Glance

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.

3. Catch Coverage Gaps Before You Book

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.

4. Build Custom Reports Without Leaving Trip Scheduler

Trip Scheduler now includes:

• Dashboards: Ready-made views of cost and trip metrics, available instantly
• Report Builder: Create, save, and export fully custom reports

No more exporting raw data and building reports elsewhere.

5. Save Preferred Addresses for Faster Trip Booking

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.

6. Cancel Trip Requests Directly from the Request Page*

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

7. Filter Trips by Member Labels

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.

8. Edit More Trip Details in Bulk Across Recurring Schedules

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.

Questions or Support

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.

Upload Tolls File: process and save units along with charge

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.

Bulk Action to End Hold & Remove Internal Notes

You can now clear holds or resolve internal notes on multiple claims at once.

How it works:

1. Select the claims you want
2. Choose “End Hold” or “Resolve Internal Notes” from the Bulk Actions menu
3. The system updates everything in one click and tells you how many claims were changed

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.

Add Validation for Manual "Mark as Paid" Action on $0 Payment Claims to Prevent

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.

Rate breakdown for trips

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:

• Base rate
• Mileage or time-based charges
• Any additional fees​
• Total cost

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.

Automated Resyncing

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:

• No more manually clicking “re-sync” before attestation
• Trip statuses stay up-to-date across all connected systems
• Fewer discrepancies and fewer support tickets
• More accurate data when reviewing or approving trips

Not seeing the latest changes? Click here to learn how to refresh your browser and clear cached content.