C
Definition
A trip status indicating that a scheduled transport request will no longer be performed. This can be initiated by the member, the facility, the broker, or the provider before the driver arrives.
Overview
Why it Matters
High cancellation rates disrupt fleet efficiency and revenue forecasting. Different payers have different rules on whether "Late Cancellations" (e.g., within 2 hours of pickup) are billable.
How it Works
A "Cancel" message is sent via API or phone. The dispatch software removes the trip from the active route.
Code Comparison
Comparison: Cancellation vs. No-Show
Cancellation: Notification is given before the driver arrives/wastes fuel (or within a specific window).
No-Show: The driver arrives at the pickup location, and the member is not there or refuses to go.
Common Questions
- Ghosting: Drivers marking a trip as "Cancelled at Door" to hide that they were actually late or didn't show up.
- Billable vs. Non-Billable: Assuming all cancellations are non-billable. Some contracts allow billing a "Late Cancel" fee if cancelled < 2 hours before pickup.
- Require a "Reason Code" for every cancellation (e.g., "Member Sick," "Appointment Rescheduled," "Provider No Capacity").
- Automate appointment reminders (calls/texts) 24 hours prior to reduce same-day cancellations.
Sources
Medicaid NEMT Guidelines - Trip Status Codes