How to Automate RouteGenie

RouteGenie turns broker trips, standing orders and will-calls into one day's routes

A dialysis patient's three rides a week, a hospital discharge at four in the afternoon and a broker's batch of new trips all end up on the same RouteGenie schedule. RouteGenie is software for non-emergency medical transportation providers, growing start-ups and experienced fleets alike, and it also serves non-emergency ambulance, paratransit and PACE programs.

ImportGenie syncs trips from broker portals such as MTM, Modivcare and Veyo, Pre-RouteGenie builds the next day's routes around vehicle capacity, and a single standing order generates a patient's recurring rides. Drivers work from the DriverGenie app with pre- and post-trip checklists, riders book, track and rate their rides in the client app, and BillingGenie produces 837P files and CMS 1500 forms.

Will-call riders wait at the clinic while dispatch works the phones

A will-call return sits pending until the rider is ready, and the rider is often ready before anyone at the office knows it. By early afternoon three riders are waiting outside a dialysis center, one of them for more than an hour, and the dispatcher is calling each back between driver calls.

Tomorrow's sixty trips need confirming with riders who may have moved an appointment. The 9:20 pickup was a no-show this morning, the second for that rider this month, and somebody should find out whether the appointment moved or the rider needs help getting to the door.

At the end of a smooth day, the office would like a few riders to say so on Google. On Monday the operations manager checks which vans are coming due for inspection before one misses its date.

NoShowGenie calls riders and FleetGenie watches the vans

NoShowGenie places automated calls to riders a day before each trip and again on the day. The client app sends a reminder for every trip and live updates once the driver is on the road, and lets riders rate the ride or report a complaint. ImportGenie removes trips a broker cancels and notifies the office of every addition, change or cancellation, and a cancellation in RouteGenie clears the space and notifies the driver.

FleetGenie's alerts keep vehicles inspected, insured and certified, warn the team when a driver fails a checklist item, and give mechanics a maintenance tab. BillingGenie checks every claim for errors before submission and tracks claim status and remittances through a clearinghouse, and HRGenie keeps hiring documents and license renewals.

Those calls and notifications run on RouteGenie's own schedule. A text to a will-call rider who has waited an hour, a check-in with a rider who missed a pickup and a review request after a good trip are written by dispatch, one rider at a time. The confirmation texts and the inspection sheet go over ground NoShowGenie and FleetGenie already cover, for riders who prefer a text and a team that keeps inspections in a spreadsheet.

An hourly Slack post lists every will-call rider still waiting

Dispatch works from an hourly post in its Slack channel listing every will-call return with no confirmed time and how long each rider has waited, with a text drafted to say the return is being arranged and the callback number. Riders contacted in the last half hour are skipped, and anyone waiting more than 90 minutes is flagged.

Confirmation texts for the unconfirmed trips of the next 24 hours are ready for the dispatcher to release at seven, each with the rider's pickup time and address. The day's no-shows follow at four, split into first-time and repeat, each with a text asking whether the rider needs to reschedule.

A staff member reads and releases the evening's review requests to riders whose trips were completed. On Mondays the operations manager opens a fleet compliance sheet with overdue vehicles in red and those due within 14 days in amber, and the same list reaches the operations channel in Slack.

Dispatch releases each rider text from a Twilio queue

In NEMT the rider is a patient, and a text about a trip says where a patient is going. WebRun is an AI agent that works a real Chrome browser, signed in as you. Its texts carry the rider's name, pickup time and address and a callback number, so set it up as you would a new staff login and check it against your HIPAA obligations and broker contracts first.

The dispatcher or a staff member releases every text after reading it, and dispatch still creates, assigns and cancels every trip in RouteGenie.