Some trips come in as requests: from facility staff who book in their own HealthRide sign-in, from the booking form on your website, and from some brokers. Nothing goes on your schedule until you accept it.
When a request comes in, Trips in the menu on the left shows a count, and you get a note under the bell at the top of the screen.
Steps
In the menu on the left, under Operations, select Trips. Then select the Requests tab.
Check each request: the day and time, the rider, the route, and From, which says who sent it. Select a row to see the whole trip.
To take it, select Accept, then Accept trip. You’ll see “Trip accepted.” It moves to your Trips list and waits for a driver on Dispatch. To give it to a driver at the same time, select the arrow next to Accept, then Accept and assign.
To turn it down, select Reject. Pick a Reason, like No capacity for this time. Add a Note for your team if you like, then select Reject request.
A round trip comes in as two requests, the ride there and the ride back. Answer each one.
What the requester hears
- Facility staff see your answer in their portal right away. The ride says Scheduled when you accept, or Declined with your reason when you reject.
- Facility emails are off at first. To also email the person who asked, go to Settings › Texts & emails › Facility emails and turn on Accepted and declined emails.
- Riders from your website get a text with your answer if they asked for text updates on the form. When you reject, the text asks them to call you.
- Your note stays private. Requesters only see the reason you picked, in plain words.
Good to know
- Answer before the day. A request nobody answers by its day shows to the facility as “Not approved in time.”
- Changed your mind? A rejected request stays on the Requests tab with its reason. Select Reopen to look at it again.
- Facilities need a sign-in first. To let a facility send requests, open it under Payers, select the Portal access tab, and select Invite facility admin.
If something looks wrong
| What you see | What to do |
|---|---|
| There are no Accept or Reject buttons | Owners, admins, dispatchers and office staff can answer requests. Billing staff and viewers can’t. |
| A request you accepted is gone from Requests | That’s expected. It’s on the Trips tab and on Dispatch now. |
| Facility staff say they never got an email | Turn on Accepted and declined emails in Settings › Texts & emails › Facility emails. |