Profile Management

Maintain permanent passenger records to speed up every future booking

With Profile Management, The Dispatcher can store passenger records permanently so they can skip repetitive intake questions — resulting in faster booking times.

The Problem

The Core Problem
Repetitive data entry on every booking call wastes rep time and introduces errors that delay pickups.
The Scenario
A call center rep takes 15 to 20 booking calls per hour. Each call begins with verifying the same patient information — name, address, mobility type, authorized payer, preferred pickup instructions.
Why It's Urgent
Without centralized profiles, reps ask the same questions every call. Repeat passengers make up 70% of trip volume. Typos during re-entry cause address mismatches that strand drivers and delay pickups.
Without MediRoutes
Keep a spreadsheet or paper file of frequent passengers. Reps look up and copy information manually. This is slow and error-prone, and information drifts out of date across multiple copies.
With MediRoutes
Every passenger has a single permanent profile that auto-populates during booking. Address, mobility type, payer, and special instructions carry forward. Changes sync across all future trips instantly.

Who This Helps

The Dispatcher
Handles 15 to 20 booking calls per hour and needs to verify patient details quickly without re-entering the same data on every call.
Frustrations
  • Re-asking the same patient details on every call
  • Typos from manual re-entry cause address errors
  • No single source of truth for patient records
Pain Points
  • Average booking time inflated by redundant data entry
  • Address mismatches cause missed pickups
Ideal Workflow
Pull up passenger profile in one click, confirm details, book the trip in under 60 seconds
The Discharge Coordinator
Books rides for patients being discharged. Needs to request transport without re-entering patient information the facility has already provided.
Frustrations
  • Repeating patient info to the transport provider every time
  • Incorrect addresses delaying patient discharge
  • No visibility into what the provider has on file
Pain Points
  • Discharge delays caused by booking errors
  • Staff time wasted on redundant phone calls
Ideal Workflow
Submit a ride request and have the provider already know the patient's details, mobility needs, and destination

How It Works

Each step shows what happens when things go right — and what MediRoutes does when they don't.

Start / End
Process Step
Decision Point

Common Questions

Yes. Profile Management includes a merge tool that combines duplicate records, preserving trip history from both. The system also flags potential duplicates during creation to prevent them in the first place.
Name, date of birth, phone, primary and secondary addresses, mobility type, payer and authorization details, preferred pickup instructions, emergency contacts, and any special notes. All fields are optional so profiles can start simple and grow over time.
Facility coordinators using the Trip Request portal can view and request updates to profiles for their patients. Changes are reviewed and approved by the provider before taking effect.
When a broker sends a trip via Direct Broker Sync, MediRoutes matches the member to an existing profile or creates a new one automatically. Subsequent trips for the same member link to the same profile.