Welcome Guide & SOP
MedBridge Facility Transportation Program — give this guide to every staff member authorized to coordinate transportation.
Ambulatory service only. MedBridge does not offer wheelchair transportation.
How the Program Works
- An authorized facility requestor submits a complete Ride Request Form through the assigned scheduling channel.
- MedBridge reviews availability, service level, passenger needs, route, timing, and payment authorization.
- MedBridge responds with Confirmed, Pending Information, Waitlisted, or Unable to Accommodate. Only a confirmed request is scheduled.
- When assigned, MedBridge shares available driver or vehicle information and sends status updates through the agreed channel.
- The facility prepares the passenger and pickup area before the confirmed window.
- MedBridge documents pickup, arrival, return completion when applicable, and billable extras such as wait time or parking.
- The facility receives an itemized invoice under its account terms or the confirmed private-pay arrangement is charged.
Service Levels
Passenger can enter and exit the vehicle with the confirmed level of assistance and does not require wheelchair transport. Provide cane or walker if used and disclose stair, transfer, balance, or escort needs.
The same passenger or group follows a repeating approved schedule. Send changes promptly — each added date, stop, passenger, or service need requires confirmation.
The return time is not known in advance. Notify dispatch only when the passenger is fully ready. Response time depends on current availability.
MedBridge is not an ambulance or emergency medical service. Call 911 for emergencies or when a passenger is unstable or needs clinical monitoring during transport.
Ride Request Standard
Submit a request as early as practical. Same-day and after-hours requests are accepted only when capacity is available. Include every item below so scheduling does not stall:
- Facility account and authorized requestor contact
- Passenger name, phone, date of birth when required for authorization, and representative contact
- Pickup address, building, unit or room, entrance, and on-site contact
- Destination address, department or suite, entrance, and receiving contact
- Appointment or ready time, requested pickup, one-way or round-trip status, and return plan
- Ambulatory service and the exact walking or vehicle entry assistance required
- Mobility device, oxygen, escort, service animal, communication, size, securement, or safety information
- Financially responsible party, purchase order, broker, insurer, and authorization details when applicable
Request Status Definitions
MedBridge accepted the request and issued a confirmation number. Review the confirmed time, service, price or rate basis, and conditions.
MedBridge needs information, authorization, or payment before accepting the ride. Respond by the deadline — the ride is not reserved until confirmed.
Capacity is not currently available, but dispatch may reopen the request. Maintain another plan unless MedBridge later confirms the ride.
MedBridge cannot safely or operationally accept the request. Arrange another provider or emergency service as appropriate.
Passenger Readiness Checklist
Changes, Cancellations & No-Shows
Change promptly — contact MedBridge as soon as pickup time, destination, return plan, passenger condition, mobility equipment, escort, or payer information changes.
Wait for reconfirmation — a material change is not accepted until MedBridge confirms it. A new rate or vehicle may apply.
Cancel through the scheduling channel — keep the cancellation confirmation for facility records.
Late cancellation — a $35 charge applies when a ride is canceled less than two hours before pickup unless a signed facility rate states otherwise.
No-show — a $35 charge may apply when the passenger is unavailable or cannot be transported for reasons within the facility or passenger's control.
Wait time — the first 15 minutes are included. Each additional 15-minute period is $15 unless another written rate applies.
Standard Rates
Tolls and parking are billed at cost. The signed agreement or facility rate schedule controls if it differs from this guide.
Privacy Standard
- Share only the information needed to schedule, safely complete, document, and bill the ride.
- Use the approved scheduling channel rather than personal text or unapproved accounts when protected information is involved.
- Confirm the recipient before sending passenger information.
- Do not place unnecessary diagnoses or clinical histories in transportation notes.
- Report a suspected privacy incident promptly to the facility privacy contact and MedBridge contact identified for the account.
Facility Coordinator Responsibilities
- Maintain the current authorized-requestor list and remove access promptly when duties change.
- Train authorized staff on this guide and the Ride Request Form.
- Keep facility access, after-hours, billing, and receiving instructions current.
- Review recurring schedules and cancel dates that are no longer needed.
- Track confirmations, exceptions, complaints, and invoices for the facility account.
- Meet with MedBridge as needed to review volume, performance, recurring issues, and service changes.