Member matching

Every trip your broker sends names a rider. ZeitRide automatically links that rider to a member in your roster — or creates a new member when there's no match — so trips are schedulable and billable under the right person. Occasionally a trip needs your judgment; this article covers how to spot and fix those.

How automatic matching works

• The primary match is name plus date of birth.
• A different date of birth is treated as a different person — ZeitRide will never merge two people just because their names match. Address is only used as a tiebreaker, never to merge records.
• If no member matches, ZeitRide creates a new member from the broker's data, avoiding duplicates.
• If more than one member could plausibly match, the trip is flagged for review instead of guessing.

Spotting trips that need review

On the Trip List, a small amber warning triangle on a row means a member issue:

• "No member matched yet — click to review"
• "Multiple possible members — click to pick the right one"

You can also filter the list by Member status: Matched, Manually linked, Unmatched, or In Review (the ambiguous ones).

Linking a member manually

Click the triangle to open the Link Member dialog:

1. The top shows the Trip details as the broker sent them — the rider's name, DOB, pickup and dropoff — plus a status badge such as Unmatched or Ambiguous — Review required. If a member is already linked, they're shown under Currently linked.
2. If ZeitRide detected candidates (by DOB or address), they're listed — pick the right one.
3. Otherwise use Search for member — search by name, address, or Medicaid ID.
4. Click Link selected member.

Other options in the dialog:

• Create new member — opens the Add Member form pre-filled from the broker's data (name, phone, DOB, mobility type, and the pickup address as the home address). Saving links the new member to the trip automatically.
• Also set this member's home address to the file's pickup address — offered for file-imported trips when the pickup in the file differs from the linked member's profile address. Tick it to update the profile; leave it unticked to keep the address you have.

For file-imported round trips, linking the outbound leg links the return leg in the same step. A return leg never sets a home address — its pickup is the facility, not the rider's home. A rider who isn't on your roster yet is created as a new member when the file is uploaded (see How broker trips arrive). When the file has no date of birth, ZeitRide never attaches a row to an existing member who shares the name but has a date of birth on file (riders can share a name, and shelters or temporary housing put many riders at one address) — those rows wait for your review.

• No correct match — unlinks a wrongly linked member.

Manually linked trips show the Manually linked status and stay linked for that rider going forward.

Fixing matches at the roster level

If trips keep coming in unmatched because a member's Medicaid ID, DOB, or address was wrong in your roster:

1. Correct the member's profile.
2. Go to Settings → Integrations, click Configure on that broker's card, and run Re-match & schedule trips. It re-links across all dates and reports how many trips were linked and members created.

Why matching matters

An unlinked trip can't bill — on the Billing page it lands in Needs Attention with nothing to submit. Clearing the triangles on the Trip List is the cheapest billing fix you'll ever do.

Tip: Duplicate members sometimes accumulate from years of broker data. A company admin can list members who share a Medicaid ID under Settings → Admin → Duplicate members report. The report is read-only; contact support to have a duplicate merged — see Managing member information.

Related: NEMT broker integrations