Trip Requests

Let facilities and care coordinators book rides directly without calling dispatch

With Trip Requests, The Discharge Coordinator can submit ride requests online so they can bypass phone queues — resulting in decreased inbound call volume.

The Problem

The Core Problem
Phone-based ride requests create hold times for facilities and pull dispatchers away from live operations.
The Scenario
A hospital discharge planner needs to arrange 20 to 30 patient rides per day. Each request requires a phone call to the transport provider, waiting on hold, and verbally relaying patient details.
Why It's Urgent
Peak discharge hours (11 AM to 3 PM) flood the provider phone lines. Facilities that cannot get through on the first call escalate complaints to the account manager. The provider risks losing the facility contract.
Without MediRoutes
Add more phone lines and dispatchers to handle peak call volume. This scales cost linearly and still leaves facilities waiting during surge periods.
With MediRoutes
A self-service booking portal where facility staff enter ride requests directly. Requests flow into the dispatch queue with all required details. No phone call needed, no hold time, no verbal miscommunication.

Who This Helps

The Discharge Coordinator
Arranges 20 to 30 patient rides daily from a busy hospital. Frustrated by hold times and having to repeat patient information over the phone.
Frustrations
  • Waiting on hold during peak discharge hours
  • Verbally relaying patient details introduces errors
  • No confirmation until the provider calls back
Pain Points
  • Discharge delays when rides cannot be booked quickly
  • Staff pulled away from patient care to make transport calls
Ideal Workflow
Enter ride request in a portal, get instant confirmation, track the ride status without calling
The Dispatcher
Handles inbound calls while also managing active routes. Phone-based booking competes with real-time dispatch duties.
Frustrations
  • Phone rings constantly during peak hours
  • Taking booking calls pulls focus from live dispatch
  • Verbal requests lead to incomplete trip records
Pain Points
  • Dispatchers spend 40% of time on booking calls
  • Missed details cause downstream routing and billing issues
Ideal Workflow
Receive complete, pre-validated trip requests in a queue u2014 review and assign without answering the phone

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. Each facility can have unlimited portal users. An admin at the facility manages their own user list. All requests from the same facility are grouped for easy tracking.
Yes. Coordinators can set up recurring trips (e.g., dialysis 3x/week) directly through the portal. These generate automatically and appear in the dispatch queue on schedule.
Facility staff can modify or cancel requests through the portal up until the trip is dispatched. After dispatch, changes route to the dispatcher for handling.
The provider grants portal access per facility. Each facility sees only their own patients and requests. The provider can revoke access at any time.