Partner portal

Enter the email your invitation was sent to and your password, then select Continue. Then enter the 6-digit code from your authenticator app and select Sign in.

Your first sign-in. The portal asks you to choose a new password: the temporary one in your invitation works only once. Select Set password to continue.

Every sign-in needs a second step. The first time you sign in, you set up an authenticator app: scan the QR code with Google Authenticator, Microsoft Authenticator, 1Password or Authy, then enter the 6-digit code it shows.

If you can’t scan the code, open Can’t scan it? for a setup key to type in instead.

New phone, or lost the app? Contact your account manager.

1. On the sign-in screen, select Forgot your password?
2. Enter your email and select Email me a reset link. The link works once and expires after 30 minutes. If nothing arrives, check your spam folder or ask your account manager.
3. Open the link, enter and confirm a new password, and select Set new password.
4. You’re signed out everywhere. Sign in again with your new password and your authenticator app.

Your organization’s activity at a glance:

• The figures across the top: Trips today, In progress, Awaiting review, Completed, last 7 days and Incomplete, last 7 days. Select one to open its list.
• Today’s trips and Awaiting review: the day’s trips and your newest requests that haven’t been decided yet.
• Last 7 days by status and Vehicle readiness: charts of this week’s trips and of the vehicles serving you.
• Your contracts: each contract shared with your organization.
• Needs your attention: incomplete trips, requests awaiting review, and vehicles that aren’t Clear.

Select New request in the sidebar or on the home screen. There are four steps:

1. Contract. Pick the contract the ride falls under. If you have only one, it’s already selected.
2. Rider. Enter the rider’s first and last name. Date of birth, Medicaid ID and phone are optional, but they help the provider find the right person.
3. Trip. Enter the date, the pickup time, and the pickup and drop-off addresses. The appointment time is optional. If the rider needs a ride home, turn on the return trip and fill in its time and addresses.
4. Needs. Optionally choose a service level, describe mobility needs, add companions (up to 4) and add notes.

Select Submit. The provider reviews every request before any trip is scheduled.

Sending a request again. If a request was denied, withdrawn or expired, open it and select Send again (or Duplicate on its row). The form opens filled in, except the date: pick the new date before you submit.

Select Requests in the sidebar. Each row shows the rider, status, date, contract, outcome and when it was sent. Requests the provider’s staff entered for you say entered for you by staff.

Filter by status, contract or rider name. Views has ready-made lists such as Awaiting review and Denied.

Select a request to see everything about it: the outcome (with the reason, if denied), the trips it created (Open the trip), each leg as requested, the rider, their needs, and when it was sent.

Withdrawing a request. You can withdraw a request only while it’s Awaiting review. Select Withdraw request in the request, or Withdraw on its row, then confirm. No trip is scheduled from it.

Select Trips in the sidebar. Each row shows the rider, status, date, pickup time, appointment, route, contract, and whether the trip came from your request.

The list starts at Last 7 & next 30 days; Today, Tomorrow and other ranges are one click away. Filter by status or contract, or search by rider name or trip ID. The download button saves the trips you see as a spreadsheet.

Select a trip to see:

• Live, while it’s under way: where the driver is in the trip and an estimated arrival at the next stop. If there’s no estimate, it says why.
• Route: each stop’s address and scheduled time, and the actual arrival and departure once they’re recorded.
• Driver and vehicle: the driver’s first name, and the vehicle’s name, make, model and license plate.
• Status history, with times.
• Related: the other leg of a round trip.

Canceling a trip. You can cancel a trip that came from your own request while it’s Pending approval, Approved or Scheduled. On its row in the list, select Cancel trip, give a reason and confirm. The provider sees your reason.

Riders lists the riders your trips have served, with their trip count and last trip. Choose Last 12 months, Last 3 months or All time.

Vehicles lists the vehicles that ran your trips in the last 90 days, with their type, compliance status and drivers. Filter by type or compliance, or search. Contract requirements, below the list, shows the rules your contracts set for vehicles and drivers.

Signing out. Select Sign out at the bottom of the sidebar.

Automatic sign-out. To protect patient information on an unattended screen, the portal signs you out after 15 minutes without activity. A minute before, a Still there? window counts down: select Stay signed in to keep working.

Light or dark. The switch at the bottom of the sidebar changes the look.

Requests

• Awaiting review: sent, waiting for the provider’s decision.
• Approved: accepted; its trips are being scheduled.
• Denied: not accepted. The reason is shown, for example Not eligible, Outside service area, Insufficient lead time or Missing information.
• Withdrawn: you took it back before a decision.
• Expired: it wasn’t decided in time. Use Send again if the rider still needs the ride.

Trips

• Pending approval, Approved: accepted, not yet on a vehicle.
• Scheduled: on a vehicle with a driver.
• In progress: the driver is on the way, at the pickup, or taking the rider.
• Completed: the rider arrived. Incomplete: it didn’t finish as planned. Canceled, Rejected: it won’t run.

Vehicles: Clear meets every requirement; Needs renewal has a credential or inspection due; Suspended isn’t cleared for your trips.

For anything this guide doesn’t answer, an account change, or a trip that needs attention now, contact your account manager at the transportation provider.