Transportation Providers Hub
Your Partner in Non-Emergency Medical Transportation
Serving Louisiana Communities
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Provider Orientation & Expectations
What to Expect as a MediTrans Provider
- Consistent Trip Volume: Access to a steady flow of non-emergency medical transportation (NEMT) trips across Louisiana
- Clear Communication: Dedicated dispatch support and transparent policies
- Technology Support: Access to the Provider Portal for trip management, scheduling, and documentation
- Timely Payments: Clean claims processed according to established billing timelines
- Ongoing Training: Resources and support to help you meet performance standards
What We Expect from You
- Professionalism: Treat every member with dignity, respect, and compassion
- Reliability: Arrive on time for pickups and complete trips as scheduled
- Safety: Maintain safe vehicles, follow all traffic laws, and ensure passenger safety
- Communication: Promptly report delays, issues, or changes to dispatch
- Compliance: Follow all MediTrans policies, Medicaid requirements, and state regulations
Performance Standards
MediTrans monitors provider performance to ensure quality service for our members. Key performance metrics include:
| Metric | Standard |
|---|---|
| On-Time Performance | 95% or higher |
| Trip Completion Rate | 98% or higher |
| Member Complaints | Less than 2% of trips |
| No-Show Rate (Provider Caused) | Less than 1% |
Download Full Provider Handbook
For complete policies, procedures, and detailed expectations, download the MediTrans Provider Handbook (PDF) from the Provider Portal or request a copy from providers@meditrans.com.
Provider Onboarding Checklist
⚠ Important: Application Acceptance
Not all applicants will be accepted into the MediTrans provider network. Acceptance depends on regional saturation and fleet type needs in your area. If you do not receive a response within 2-4 weeks of completing your application, your application was not approved at this time. You may reapply when circumstances change.
Step 1: Submit Letter of Intent
- Download the Letter of Intent form from the Provider Portal or request via email
- Complete all required fields
- Submit to providers@meditrans.com
Step 2: Complete Background Check
- All drivers must pass a criminal background check
- Complete the background check through our approved vendor (link provided after Letter of Intent approval)
- Allow 5-7 business days for processing
Step 3: Obtain Required Insurance
- Commercial auto liability insurance (minimum $1,000,000 per occurrence)
- General liability insurance
- Workers compensation (or approved waiver)
- MediTrans must be listed as Certificate Holder on all policies
- Submit Certificate of Insurance (COI) to docs@meditrans.com
Step 4: Upload Documents to OurRecords
Once approved, you will receive access to OurRecords, our document management system. Upload the following:
| Driver Documents | Vehicle Documents |
|---|---|
|
|
Step 5: Complete Provider Training
- Complete the online Provider Orientation module
- Review the Provider Handbook
- Complete Portal Training (video walkthroughs available)
- Acknowledge receipt of policies and procedures
Step 6: Activation
- Provider Portal login credentials
- Provider ID number
- Confirmation of active status
- Trip offers will begin within 24-48 hours
⚠ CRITICAL: Compliance Requirement
If you fall out of compliance, YOU WILL LOSE YOUR STANDING ORDERS. Providers who fall out of compliance must work with Provider Relations to develop a corrective action plan and regain compliant status before trip assignments resume.
Onboarding Timeline
The typical onboarding process takes 2-4 weeks from Letter of Intent submission to activation, depending on how quickly you complete each step and submit required documents.
Coming Soon: Provider Onboarding Dashboard – Track your onboarding progress in real-time through your account!
Section 3
Technology & Portal Access
| Portal URL | providers.meditrans.com |
| Forgot Password | Click "Forgot Password" on login screen or email providers@meditrans.com |
| Portal Help Desk | providerhelpdesk@meditrans.com |
| Technical Support | providers@meditrans.com or 1-844-349-4326 |
What You Can Do in the Portal
- View and accept trip offers
- Access your daily and weekly schedule
- Update trip status (en route, arrived, completed)
- Report no-shows and cancellations
- View trip history and completed trips
- Upload and manage driver/vehicle documents
- View payment and billing information
Common Troubleshooting
Can’t log in?
- Clear your browser cache and cookies
- Try a different browser (Chrome recommended)
- Use the “Forgot Password” link to reset
- Contact providerhelpdesk@meditrans.com FIRST
- Contact providers@meditrans.com if issues persist
Trips not showing?
- Check your date filter settings
- Verify your service area is correctly set
- Ensure your account and credentials are active
- Contact dispatch if you expected assigned trips
Portal Training
New providers are required to complete Portal Training before activation. Access the full training module at providers.meditrans.com/training or request a walkthrough from your Provider Relations representative.
Video tutorials and screenshot walkthroughs are available to guide you through all portal features.
Section 4
Trip Management Workflow
This section outlines the complete trip lifecycle from offer to completion. Following these procedures ensures smooth operations and timely payments.
Trip Types
| Trip Type | Description |
|---|---|
| Ambulatory | Member can walk independently or with minimal assistance |
| Wheelchair | Member requires wheelchair-accessible vehicle; includes manual and power chairs |
| Stretcher | Member must remain in reclined position; requires stretcher-capable vehicle |
| Critical | Time-sensitive appointments (dialysis, chemotherapy, surgery); requires priority handling |
Trip Workflow Steps
Step 1: Accept or Decline Trip Offer
- Review trip details in the Portal (pickup/dropoff, time, trip type, special needs)
- Accept trips you can complete on time
- Decline within 30 minutes if you cannot complete the trip (no penalty for timely decline)
Step 2: Prepare for Pickup
- Verify pickup address and any gate codes or access instructions
- Plan your route to arrive within the pickup window
- Ensure vehicle is clean, safe, and appropriate for trip type
Step 3: Complete Pickup
- Mark “En Route” in the Portal when you leave for pickup
- Mark “Arrived” when you reach the pickup location
- Wait the required time (15 minutes for residential, 20 minutes for facilities)
- If member is not present, follow No-Show procedures (see below)
Step 4: Transport & Drop-off
- Transport member safely to destination
- Assist with boarding/exiting as needed (see assistance guidelines)
- Mark “Completed” in the Portal upon drop-off
No-Show Procedures
If a member is not present at the scheduled pickup:
- Wait the required time (15 min residential / 20 min facility)
- Attempt to contact the member using the phone number on file
- Contact dispatch at 1-844-349-4326
- Mark the trip as “Member No-Show” in the Portal with timestamp
Reroutes & Delays
- Contact dispatch IMMEDIATELY at 1-844-349-4326
- Do NOT reroute without dispatch approval
- Document the reason for delay in the Portal notes
Critical Appointments
Dialysis, chemotherapy, and surgery appointments are time-critical. These trips MUST NOT be late. If you cannot complete a critical trip on time, contact dispatch immediately to arrange coverage.
Dispatch Communication Standards
Contact Information
| Provider Line | 1-844-349-4326 |
| Dispatch Email | dispatch@meditrans.com |
| Hours | Monday - Friday: 5:00 AM - 8:00 PM CST | Saturday: 6:00 AM - 2:00 PM CST |
Contact Information
| CALL 1-844-349-4326 | EMAIL dispatch@meditrans.com |
|---|---|
|
|
Communication Best Practices
- Be proactive: Report issues as soon as you become aware of them
- Be specific: Include trip number, member name, and clear description of the issue
- Be professional: Remain calm and courteous, even in stressful situations
- Document everything: Note all communications and issues in the Portal
Golden Rule
When in doubt, CALL. It’s always better to over-communicate than to have a preventable issue affect a member’s healthcare appointment.
Billing & Claims
Clean Claims Overview
A “clean claim” is a claim submitted with all required information, allowing for prompt processing and payment. To submit clean claims:
- Complete all required fields in the Portal
- Ensure trip times are accurate (pickup, drop-off)
- Verify mileage is correctly recorded
- Include all required signatures (electronic or paper)
- Submit within the required timeframe
Submission Methods
- Digital (OurRecords): Faster processing – recommended method
- Paper: Takes 5 business days to process (legally required to accept)
Billing Timeline
| Action | Timeline |
|---|---|
| Trip Completion Documentation | Within 24 hours of trip |
| Claim Submission Deadline | Within 30 days of trip date |
| Clean Claim Processing | 7-14 business days |
| Payment Cycle | Bi-weekly (every other Friday) |
Common Claim Issues
- Missing signatures: Ensure member signs at pickup and drop-off
- Incorrect mileage: Use actual odometer readings, not estimates
- Late submission: Claims submitted after 30 days may be denied
- Incomplete trip data: All required fields must be completed
Billing Contact
| Billing Email | billing@meditrans.com |
Clean Claims Training
All providers should complete the Clean Claims Training module in the Portal. This training covers detailed billing requirements, common errors, and best practices. Access at providers.meditrans.com/training.
Coming Soon: How-to videos for OurRecords and claims submission, plus a payment timeline calendar showing when claims submitted on specific dates will be paid.
Section 7
Policies, Compliance & Standards
Why Compliance Matters
- Member Safety: Our policies protect the health and safety of vulnerable Medicaid members
- Regulatory Requirements: Louisiana Medicaid and federal regulations require specific standards
- Network Integrity: Consistent standards maintain quality across our entire provider network
- Payment Protection: Compliant trips are eligible for full reimbursement
Key Policy Areas
| Policy Area | Key Requirements |
|---|---|
| Driver Qualifications | Valid license, background check, drug testing, training certifications |
| Vehicle Standards | Annual inspections, insurance, cleanliness, safety equipment |
| Service Delivery | On-time performance, professional conduct, proper documentation |
| HIPAA & Privacy | Member information confidentiality, data security - portal is HIPAA-protected |
| Fraud Prevention | Accurate billing, truthful documentation, reporting requirements |
Consequences of Non-Compliance
- Written warnings and corrective action plans
- Temporary suspension of trip assignments
- Claim denials or recoupment
- Termination from the provider network
- Reporting to regulatory authorities (for serious violations)
Path to Regain Compliance
- Contact Provider Relations at providers@meditrans.com
- Work with your representative to identify compliance gaps
- Develop and implement a corrective action plan
- Submit required documentation showing compliance
- Complete any required re-training
- Receive confirmation of restored status
Section 8
Vehicle & Company Appearance Standards
⚠ Be Prepared for Spot Checks
Our field agents conduct unannounced spot checks on provider vehicles and company appearance. Providers who do not meet these standards may receive warnings, suspension of trip assignments, or termination from the network.
Vehicle Standards
- Clean interior and exterior – no excessive dirt, debris, or stains
- No strong odors (smoke, air fresheners, food, etc.)
- All safety equipment present and functional (seat belts, fire extinguisher, first aid kit)
- Proper signage and identification as required
- Wheelchair lifts/ramps in working condition (if applicable)
- Current registration and inspection stickers visible
- No visible damage affecting safety or appearance
- Climate control functional (heat and A/C)
Driver Appearance Standards
- Professional, clean attire
- Visible identification badge
- Courteous and respectful demeanor
- No smoking while transporting members
- Cell phone use limited to hands-free only while driving
Company Standards
- Maintain current insurance documentation
- Respond promptly to communication from MediTrans
- Keep all credentialing documents up to date
- Report any changes to company information within 48 hours
Section 9
Provider FAQs
Getting Started
How do I become a MediTrans provider?
Submit a Letter of Intent to providers@meditrans.com. Once reviewed, you’ll receive instructions for completing background checks, insurance verification, and document uploads. See Section 2 for the complete onboarding checklist.
How long does onboarding take?
Typically 2-4 weeks from Letter of Intent submission to activation, depending on how quickly you complete each step. If you do not receive a response within 2-4 weeks, your application was not approved at this time.
Will I definitely be accepted?
Not all applicants will be accepted. Acceptance depends on regional saturation and fleet type needs in your area. We are working on implementing a notification system for denied applications.
What insurance do I need?
Commercial auto liability ($1M minimum), general liability, and workers compensation (or approved waiver). MediTrans must be listed as Certificate Holder.
Portal & Technology
How do I access the Provider Portal?
Go to providers.meditrans.com and log in with your credentials. If you’ve forgotten your password, use the “Forgot Password” link or contact providers@meditrans.com.
Who do I contact for portal issues?
Contact the Portal Help Desk at providerhelpdesk@meditrans.com FIRST before escalating to Provider Relations.
Why can't I see my trips?
Check your date filters, verify your service area settings, and ensure your account is active. If issues persist, contact dispatch at 1-844-349-4326.
Trips & Scheduling
How do I accept or decline a trip?
What if I'm running late?
Call dispatch immediately at 1-844-349-4326. Do not wait until you miss the pickup window.
What do I do if the member isn't there?
Billing & Payments
When do I get paid?
How quickly do I need to document trips?
Why was my claim denied?
Common reasons include missing signatures, incomplete trip data, late submission, or incorrect mileage. Contact billing@meditrans.com for specific claim inquiries.
Section 10
Provider Support & Escalation
Contact Directory
| Department | Contact | Use For |
|---|---|---|
| Dispatch |
1-844-349-4326 dispatch@meditrans.com |
Active trips, delays, no-shows, reroutes, urgent issues |
| Portal Help Desk | providerhelpdesk@meditrans.com | Portal login issues, technical support (CONTACT FIRST) |
| Provider Relations | providers@meditrans.com | Onboarding, credentials, training |
| Billing | billing@meditrans.com | Claims, payments, billing questions |
| Documents | docs@meditrans.com | Document submissions, COI updates, credentialing |
| Director (Escalation) | director@meditrans.com | Unresolved issues after contacting other departments |
Escalation Ladder
Follow this escalation path when issues are not resolved at the first level:
LEVEL 1: First Contact
Contact the appropriate department above for your issue type.
Expected response: Same day for calls, 72 hours for email
LEVEL 2: Follow-Up
If no response within expected timeframe, follow up with the same contact.
Reference your original communication and request status update
LEVEL 3: Director Escalation
If still unresolved after 72 hours, escalate to director@meditrans.com
Include: Issue summary, dates of prior contact, urgency level
Section 11
Become a MediTrans Provider
Why Partner with MediTrans?
- Steady trip volume across Louisiana
- Competitive reimbursement rates
- Bi-weekly payments for clean claims
- User-friendly technology platform
- Dedicated provider support team
- Training and resources to help you succeed
Requirements to Join
| Business Requirements | Driver Requirements |
|---|---|
|
|
How to Apply
- Download the Letter of Intent from the Provider Portal or request via email
- Complete and submit to providers@meditrans.com
- Our team will contact you within 3-5 business days with next steps
- Complete onboarding (background check, insurance, documents, training)
- Get activated and start receiving trip offers!
Important Note
Not all applicants will be accepted into the MediTrans provider network. Acceptance depends on regional saturation and fleet type needs. If you do not receive a response within 2-4 weeks, your application was not approved at this time.
READY TO GET STARTED?
Email: providers@meditrans.com
Phone: 1-844-349-4326
Subject: New Provider Inquiry
Available Forms
All forms are available as downloadable, fillable digital versions:
- Letter of Intent – Request from providers@meditrans.com
- Workers Compensation Waiver – For owner-operators without employees
- Sample Certificate of Insurance – Shows required coverage format
- Background Check Authorization – Link provided after Letter of Intent approval