Healthcare Facilities Hub

Section 1

Contact Information

Step-by-Step: One-Time Trip Request

1. Identify the trip type: Determine if this is a one-time appointment, discharge, or recurring transport need.
2. Call or email: Contact the Facility Line at 1-844-349-4324 or email facility@meditrans.com with patient details.
3. Provide required information: Member name, Preferred Provider, Member ID, pickup address, destination, appointment date/time, and mobility needs.
4. Receive confirmation: You will receive a trip confirmation number via phone or email.

Discharge Transportation

Discharge requests are treated as urgent and prioritized for same-day scheduling when possible.

1. Call the Facility Line: 1-844-349-4324
2. Indicate this is a discharge request
3. Provide the patient’s discharge destination and any special mobility requirements
4. Confirm pickup window with our team (3-hour window from when you call)

Standing Order Requests

For patients requiring recurring transportation (dialysis, therapy, etc.), submit a Standing Order:

1. Email SO@meditrans.com to request a Standing Order Form OR download it from the portal
2. Complete and return the form with all required trip details
3. Email form to SO@meditrans.com OR Fax to 337-366-6760
4. Processing takes 24-72 hours
5. You will receive confirmation once the Standing Order is active

GeoAccess Approval Process

For trips requiring GeoAccess approval, you must submit a request at least 72 hours in advance.

Email Geoaccess@meditrans.com with:

• Member’s full name
• Date of birth
• Date of service
• Member’s address
• Member’s phone number

What You Can Do in the Portal

• Search by member name or ID to find scheduled trips
• View upcoming and past transportation details
• See assigned transportation provider
• Track trip status in real-time
• See Standing Orders
• Access trip history and confirmation numbers
• Schedule future appointments (48+ hours in advance)

Portal Limitations

The portal is designed for viewing, tracking, and future scheduling. Please note these important limitations:

Who Can Access the Portal?

Portal access is available to healthcare facility staff members who regularly coordinate patient transportation, including discharge planners, care coordinators, scheduling staff, and administrative personnel with a verified facility email address.

How to Request Portal Access

1. Email facility@meditrans.com with the subject line “Portal Access Request”
2. Include: Your full name, job title, facility name, facility address, and facility phone number
3. Our team will verify your facility and send login credentials within 1-2 business days

Section 3

Standing Order Form

CAT Form (Certification of Ambulatory Transportation)

The CAT form certifies a member’s medical need for non-emergency transportation services.

• Request form: Email SO@meditrans.com OR contact our office
• Submit completed form: Email to SO@meditrans.com or fax to 337-366-6760
• Processing time: 24-72 business hours

What Happens After You Submit

1. You will receive an email confirmation acknowledging receipt of your form
2. Our team verifies member eligibility and coverage
3. Once approved, you will receive confirmation with the activation date
4. Trips will automatically populate based on the approved schedule

Section 4

Advance Scheduling Recommendations

Advance Scheduling Recommendations

When to Call vs. Email

Return Rides

For return transportation after an appointment, use the “Where’s My Ride” feature in the portal or call the member’s health plan directly (see Section 10).

Section 5

What Qualifies as Urgent?

• Patient discharge from hospital or facility
• Same-day appointment that cannot be rescheduled
• Critical medication pickup
• Time-sensitive follow-up care
• Driver no-show affecting scheduled care

How to Request Urgent Transportation

1. Call the Facility Line immediately: 1-844-349-4324
2. State clearly that this is an urgent request
3. Provide all patient and trip details
4. Our team will prioritize your request and provide an estimated pickup time

Escalation Process

If your urgent request is not resolved within 30 minutes, or if you are experiencing ongoing service issues:

1. Request to speak with a supervisor on the Facility Line
2. If still unresolved, email facility@meditrans.com with subject line: “ESCALATION: [Brief Issue Description]”
3. Include the confirmation number, patient details, and a summary of the issue
4. A member of our leadership team will respond within 2 hours during business hours

Contact Directory

Hours of Operation

Section 7

Scheduling & Reservations

Standing Orders

Portal & Tracking

Gas Reimbursement

Section 8

Required Information for All Trip Requests

Please have the following information ready when scheduling:

• Member’s full legal name (as it appears on their health plan)
• Member ID number
• Health plan name
• Preferred Provider (if applicable)
• Pickup address (including apartment/suite number)
• Destination address and facility name
• Appointment date and time
• Any mobility needs (wheelchair, stretcher, ambulatory assistance)
• Contact phone number for day-of coordination

Best Practices for Smooth Coordination

• Check the portal first: Before calling about a trip, check the Facility Portal for the most current status and information.
• Schedule in advance: Book future appointments 48-72 hours ahead when possible to ensure availability.
• Verify information accuracy: Double-check addresses, appointment times, and member information before submitting.
• Communicate changes promptly: If an appointment is rescheduled or cancelled, notify us as soon as possible.
• Have patient ready: Ensure patients are ready at the pickup location within the pickup window to avoid delays.
• Note special requirements: Always specify mobility equipment, attendant needs, or other special requirements upfront.

Section 9

Additional Actions

• Request Portal Access: Email facility@meditrans.com with subject “Portal Access Request”
• Request CAT Form: Email SO@meditrans.com
• Schedule Future Appointment: Email facility@meditrans.com or call 1-844-349-4324
• Request GeoAccess Approval: Email Geoaccess@meditrans.com (72-hour advance notice required)
• Submit Escalation: Email facility@meditrans.com with subject “ESCALATION”
• Gas Reimbursement Info: Email GAS@meditrans.com
• Fax Documents: 337-366-6760

Section 10

Don’t See Your Health Plan?

If a member’s health plan is not listed above, contact our Facility Line at 1-844-349-4324 and our team will assist you with the appropriate scheduling process.