The life of a trip, from request to signature
Non-emergency medical transportation runs on coordination. Here is what happens between a booking and a completed trip log.
Is your ride paid for by Medicaid?
Zoe Care serves under MediDrive, Colorado's NEMT broker — and serves private-pay riders and private-pay companies. If Medicaid pays for your ride, it is arranged and verified by MediDrive.
Medicaid eligibility is verified by MediDrive, not Zoe Care. Contact MediDrive directly for their scheduling requirements.
MediDrive provides non-emergency medical transportation in Colorado. Their contact details are confirmed against MediDrive's website (medidrive.com).
Reservation
A member, family member, facility or case manager requests transport. We receive daily reservation requests, including same-day and urgent appointments and hospital discharges, and confirm receipt.
Eligibility & assignment
The trip is checked for eligibility and assigned to an eligible provider, driver and vehicle, with a unique Trip Number generated for each reservation per date of service.
Pre-trip confirmation
We confirm the scheduled pick-up time with the member at least 24 hours before the ride.
Pick-up
The driver announces their arrival at the door. We wait at least 10 minutes past the scheduled time before a member can be marked a no-show — and dispatch is notified before we leave.
In transit, tracked live
Real-time events are transmitted for every leg: On My Way, Arrival at Pick-Up, Pick-Up, Arrival at Drop-Off, Drop-Off, plus route data.
Drop-off & signature
We deliver to the entrance and confirm the member has safely entered. At completion, the member signs electronically on the driver's device.
Billing
The completed trip log, with signature, supports the claim. We never bill the member directly.
Timing commitments at a glance
| On-time pick-up | 0 to +15 min |
| Average monthly wait, cap | ≤ 15 min |
| Any single wait, cap | ≤ 30 min |
| No-show wait before leaving | ≥ 10 min |
| Will-call return pick-up | ≤ 60 min |
| Same-day hospital discharge | ≤ 3 h |
| Multi-load extra travel time | ≤ 45 min |
| Drop-off at appointment | ≤ +15 min |
When plans change
If a trip cannot be covered, we tell the broker in time to make other arrangements. For reservations given to us at least 36 hours ahead, that notice is at least 24 hours before pick-up. If we are running late by 15 minutes or more, we call the members who are waiting.
We complete every trip assigned to us unless it has been reassigned or cancelled — and no more than 10% of assigned trips are rerouted in any month.
If something happens, you hear it from us
Reported within 24 hours
Any accident or incident is reported to the broker no later than 24 hours after it occurs. Moving violations and anything involving a member that could create liability are reported immediately.
Definitions we use
An accident is a vehicle colliding with another vehicle, structure, object, person or animal where a member is present. An incident is an occurrence, breakdown or public disturbance that interrupts an authorized trip.
Supporting documentation
Police reports and tickets or summons are included with our written report.
Full cooperation
We cooperate fully with the broker and the client during any investigation that follows.
Ready to book?
Send us the member's details and the appointment, and we will confirm the ride.