Viatork User Guide

01 — Getting Started

Welcome to Viatork

Viatork is a medical transport management platform that connects requestors and providers, streamlines trip dispatching, and handles billing end-to-end. This guide covers every feature so you can get the most out of the platform.

01.1

Creating Your Account

There are two ways to create a Viatork account:

Option A — Invited by an existing company

If someone from an existing Viatork company has invited you, you will receive an email with a link. Click the link and follow the on-screen steps to set a password and complete your profile. Your account will automatically be associated with that company.

Option B — Registering a new company

1. Go to the Viatork web address provided by your administrator.
2. Click Register on the login page.
3. Fill in your personal details (first name, last name, email, password).
4. Fill in your company's details (company name, phone number, contact name, and address).
5. Check your email for a verification message and click the link inside to confirm your address.
6. Once verified, you can log in immediately.

01.2

Logging In

1. Navigate to the Viatork website.
2. Enter your email address and password, then click Sign In.
3. If you belong to more than one company, you will be asked to choose which company to work in for this session.
4. If you have forgotten your password, click Forgot Password, enter your email, and follow the reset instructions sent to your inbox.

Staying signed in

If you check the "Remember me" option, your session will be kept alive on that device. Otherwise, you will be signed out automatically after a period of inactivity.

01.3

Navigating the Dashboard

After signing in you land on the main Dashboard. Here you can see at a glance:

• Completed trips today, this week, and this month — summary tiles at the top.
• Trip financial metrics — a chart showing revenue and cost data over time.
• Trip Status Overview — a breakdown of trips by current status.
• Company Collaboration Metrics — how trips are shared between connected companies.

The left-hand sidebar gives you quick access to every section of the platform. The sections you see depend on the permissions assigned to your role.

02.1 — Feature Walkthroughs

Trips

The Trips section is the heart of Viatork — where transport requests are created, tracked, and managed.

New Request visual indicator

Trips with a status of New Request are highlighted with a soft pulsating amber glow in both list and grid views, making it easy to spot trips that need immediate attention.

Payor name in trip list

The payor responsible for each trip is shown as a column in the list and on each card in grid view, so you can see billing responsibility at a glance.

Payment labels on completed trips

Completed trips display visual payment labels — for example Paid or Balance Due — which update automatically as payment actions are recorded.

Receipts vs. invoices

When generating a document, the system automatically labels it correctly: fully paid trips show a Receipt, while trips with outstanding balances show an Invoice.

Filter and search state persistence

Your active filters and search terms are saved in the page URL. Navigating to a trip detail and coming back restores your exact filter state automatically.

Level of Service

Levels of service define the type of transport a patient requires (wheelchair, ambulatory, stretcher, etc.) and must be configured before creating trips.

Viewing trips

1. Click Trips in the sidebar to open the trips list.
2. Toggle between List view and Grid view using the button at the top of the page.
3. If your company has connections to other companies, tabs along the top let you filter trips by partner.

Searching and filtering

Click Filters to expand the filter panel. You can filter by keyword, trip form, level of service, status, assigned user, facility, zone, creation date, label type, and standing orders.

Creating a new trip

1. Click Add Trip (top-right of the Trips page).
2. Select a trip form — this determines which fields appear.
3. Fill in the required information: patient, locations, date/time, level of service, and payor.
4. Click Submit.

Trip statuses

Requestor actions

• Blast — broadcast to primary and/or backup providers. Estimated costs shown per provider during selection.
• Self Accept — fulfill the trip internally without blasting. Requires the "Can Take Trip" permission.
• Will Call — put the trip on hold until the patient calls to confirm.
• Activate Will Call / Schedule — convert a Will Call trip back to active with a confirmed pickup time.
• ASAP — mark the trip as needing immediate pickup.
• Specific — set or update a specific scheduled pickup time.
• Cancel — cancel the trip with a required reason.
• Release — un-assign from the current provider and reset to New Request. Requires "Release Trip" permission.
• Duplicate — create a new trip pre-filled with this trip's details.
• Change Request — request a modification (e.g., new pickup time). The provider must accept or reject.
• Accept / Reject Change Request — respond to a change request submitted by the provider.
• Accept / Reject Cancellation Request — respond to a cancellation request from the provider.
• Accept / Reject Dry Run Request — confirm or dispute a dry run reported by the provider.

Provider actions

• Accept — accept a blasted trip.
• In Progress — mark the trip as actively in progress.
• Provide ETA (Best Time) — submit an estimated pickup time for requestor approval.
• Complete — mark as completed with timestamps for arrival, pickup, drop-off.
• Dry Run — report that the trip could not be completed (e.g., patient not home).
• Cancel — request cancellation. The requestor must approve or reject.
• Change Request — propose a change. The requestor must approve or reject.
• Route Label — update the route label for the current leg of the trip.

Pending Change Request panel

When a change request is active, a highlighted panel shows the original value, the proposed new value, and the reason given. Both parties can see and act on it.

Trip billing & payment actions

Once a trip is Completed or Dry Run, the billing section becomes active. Users with the Manage Payment Methods permission can record:

• Process Payment — charge a credit card directly via a secure card entry form.
• Full Payment — record that the full invoice amount has been received.
• Partial Payment — record a partial payment amount.
• Rebilled — mark the invoice as re-submitted to the payor.
• Denial — record a payor denial with a note.
• Write-Off — write off the remaining balance.
• Discount — apply a discount. Requires the "Can Do Discount" permission.
• Refund — issue a refund and record the amount.
• Note — add a billing note without changing payment status.

Exporting trips

• Export CSV — downloads all trips matching your current filters as a spreadsheet.
• Export Invoices CSV — downloads invoice data for the filtered trips.

Standing orders

A Standing Order is a recurring trip schedule. Open any trip and look for the Standing Orders option to view or manage the linked schedule.

Real-time notifications

When a trip is created or updated, you'll receive an in-app toast notification at the bottom of the screen. Clicking it takes you directly to that trip's detail page.

02.2

Quotes

Quotes work exactly like Trips but represent unconfirmed transport requests — typically pending patient or payor approval before converting to confirmed trips.

• Navigate to Quotes in the sidebar. The same list, filter, and detail features available for trips apply.
• Quotes have a simpler status set: New Request or Canceled.
• The filter panel includes a Cancelled Quotes toggle to quickly show or hide cancelled quotes.
• A quote can be Reinstated if it was previously canceled.
• Once a quote is approved or accepted, it becomes a Trip.
• Certain trip actions are restricted on quotes — for example, quotes cannot be blasted until converted to a confirmed trip.

02.3

Patients

The Patients section stores the medical transport profiles of the people your company serves.

Finding a patient

1. Go to Dashboard → Patients.
2. Use the search fields to filter by first name, last name, phone, email, or patient ID.

Adding a new patient

1. Click Add New Patient.
2. Fill in the patient form (name, date of birth, address, phone, insurance details, clinical notes).
3. Click Save.

Patient credit cards

A saved credit card can be stored on a patient's profile for use when paying for trips directly. The card number is masked — only the last four digits and expiration date are shown. Cards can be added or updated from the patient profile or inline during trip creation.

Patient details page

Click any patient to see their Patient Info, Trip History, and Attachments (uploaded documents such as insurance cards or medical authorization forms).

02.4

Drivers

The Drivers section manages the people who operate your vehicles.

1. Navigate to Admin → Drivers.
2. The table shows all drivers and their current status.
3. Click Add New Driver to create a record. Required information typically includes name, license details, and contact information. A photo can also be uploaded.
4. Click any driver to edit their details.

02.5

Vehicles & Vehicle Types

Vehicle Types

Before adding vehicles, set up the types your fleet uses (e.g., Wheelchair Van, Ambulance, Sedan).

1. Go to Admin → Vehicle Types.
2. Click Add New Vehicle Type, enter a name and attributes, and save.

Vehicles

1. Go to Admin → Vehicles.
2. Click Add New Vehicle.
3. Fill in the vehicle details (make, model, year, license plate, vehicle type) and optionally upload a photo.
4. Inactive vehicles are excluded from dispatch assignments.

Vehicle Groups

Related vehicles can be organized into Groups at Admin → Groups.

02.6

Facilities & Providers

Facilities

A Facility is a location associated with trips — hospitals, clinics, dialysis centers, assisted living facilities, and similar.

1. Go to Admin → Facilities.
2. Click Add Facility and fill in the name, type, and address.
3. Facilities can have their own payment credentials and billing configurations.

Providers

A Provider is a transport company (your own or an external partner) that fulfills trips.

1. Go to Admin → Providers.
2. Click Add Provider and enter the company name and contact details.

02.7

Payors & Billing Items

Payors

A Payor is the entity responsible for paying for a trip — typically an insurance company, Medicaid/Medicare program, facility, or a private-pay patient.

1. Go to Admin → Payors.
2. Click Add New Payor to create a payor with name, type, and billing configuration.
3. Each payor can have its own Payor Items — billing rates per level of service or trip type. You can also copy items from one payor to another.

Billing Items (Additional Services)

Billing Items are extra charges added to a trip — for example, a wheelchair rental fee, extra-attendant charge, or fuel surcharge.

1. Go to Admin → Additional Services.
2. Click Add to create a new billing item with a name and default rate.

02.8

Invoices & Payments

Invoices

1. Navigate to Admin → Invoices.
2. Click any invoice to see its line-item detail and download a PDF.
3. Invoices can be generated in bulk — apply filters on the Trips page, then use Bulk Invoice.

Payment Methods

The Payment Methods tab lets you store and manage saved payment methods (e.g., credit cards) for your company or linked facilities.

1. Click Payment Methods on the Invoices page.
2. Click Add New Payment Method to enter card details.

Billing Notifications

The Notifications tab lets you configure email addresses that should receive invoice notifications automatically.

1. Click Notifications on the Invoices page.
2. Click Add Notification Email and enter the email address.

02.9

Connections

Connections allow two Viatork companies to work together — a Requestor company sends trips to a Provider company to fulfill.

Accepting or declining an invitation

1. Go to Admin → Connections.
2. Pending invitations appear with Accept or Decline buttons.
3. Use the Active and Pending checkboxes to filter the list by connection status.

Sending an invitation

To invite another company, go to Admin → Providers, add the provider, and use the invitation feature from there. Once connected, trips appear in both companies' Trips list under their respective company tab.

02.10

Zones

Zones define geographic service areas. Trips can be tagged with a zone for easier filtering and routing by region.

1. Go to Admin → Zones.
2. Click Add New Zone, give it a name, define its geographic boundaries, and save.
3. Zones appear as a filter option on the Trips page.

02.11

Roles & Permissions

Viatork uses a role-based access system. Every user is assigned a role, and each role has specific permissions controlling what that user can see and do.

Viewing and creating roles

1. Go to Admin → Roles & Permissions.
2. The table lists all roles with their associated permissions.
3. Click Add New Role, give it a name, toggle Read/Write permissions per feature area, and save.

Available permission areas

Permissions can be granted for: Trips, Patients, Drivers, Vehicles, Vehicle Types, Groups, Facilities, Payors, Billing Items, Invoices, Users, Roles & Permissions, Connections, Zones, Forms, Dashboard, Activity Log, and Open API. Special capability permissions include:

• Can See Charge — view financial charge amounts on trips.
• Can See SSN — view patient Social Security Numbers.
• Can Create Trip in Past — create trips with a past pickup date.
• Can Do Discount — apply discounts to trip invoices.
• Can Accept Trip — accept blasted trips on the provider side.
• Can Take Trip — self-accept a trip without blasting.
• Can See Tabs — view partner company tabs on the Trips page.
• Release Trip — release an accepted trip back to New Request status.
• Manage Payment Methods — process payments and manage payment methods.
• System Admin — full access to company management. Superadmin-level.

From the Roles & Permissions table, use the action menu on any row to edit or remove a role. Removing a role affects all users currently assigned to it.

02.12

Users & Groups

Users

1. Go to Admin → Users.
2. The list shows all users with their role and status.
3. Click Add New User to create a user — enter their name, email, and role. An invitation email is sent automatically.
4. Click any user to edit details or change their role.

Invitation status & account activation

The Users list shows each user's current invitation status. From there you can also:

• Resend an invitation — if a user hasn't acted on their invite, resend it directly from the user row.
• Activate or deactivate an account — disabling a user prevents login without deleting their record or history.

Customers

The Customers section (also under Admin) shows external users — typically patients or requestors with limited platform access. Management works the same way as regular users.

Groups

1. Go to Admin → Groups.
2. Click Add New Group, give it a name, assign members, and save.

02.13

Trip Forms

Trip Forms are the data-entry templates used when creating trips or patients. They are fully customizable.

Trip forms (for transport requests)

1. Go to Admin → Trip Forms.
2. Click Add to create or click an existing form to edit it.
3. Use the form builder to add sections and fields. Supported types: text, dropdowns, checkboxes, dates, and more.
4. Assign the form to specific payors or service types as needed.
5. Toggle Credit Card Mandatory if trips using this form must have a patient credit card on file before submission.

Private Pay forms

Private Pay forms are for self-pay (out-of-pocket) trips, managed at Admin → Private Pay Forms.

Patient forms

The patient intake form is managed at Admin → Trip Forms → Patient Form. This controls what information is collected when adding a new patient.

02.14

Activity Logs

The Activity Logs section provides a full audit trail of actions taken across the platform.

1. Go to Admin → Activity Logs.
2. Browse or search the log to see who did what and when.

Activity is also visible at the individual trip and patient level — open any trip or patient detail page and scroll to the Activity Log section.

02.15

Open API

If your company needs to integrate Viatork with external systems, the Open API section provides access tokens for the Viatork REST API.

1. Go to Admin → Open API.
2. Generate an API key and use it in your integration.

Contact your administrator or Viatork support for detailed API reference documentation.

02.16

Company Management

The Company Management section is a superadmin area for platform administrators to oversee all registered companies. Access requires the System Admin permission.

Viewing companies

1. Go to Admin → Company List.
2. Filter by status (active, inactive, pending) using the filter at the top.

Creating a new company

1. Click Add Company.
2. Fill in the company name, contact details, and address.
3. Save — the new company is available immediately.

Activating or deactivating a company

From the company detail page, use the activation toggle to enable or disable the company. A confirmation is required before the status changes.

Payment gateway credentials

Each company can have its own payment gateway credentials configured. These are managed from the company detail page under Credentials and are only visible to System Admins.

03 — Help

FAQ & Troubleshooting

Common questions and how to resolve them quickly.