Contact Us
Still need some help? Find our contact information here.
We want to help you and your riders to keep on riding smoothly! We’re here to help if you still need some assistance. There’s a few way to get support with Roundtrip:
By Telephone
Best for urgent concerns, in progress rides, technical support, etc.
For immediate assistance, please contact our 24/7 Navigation Center at (877) 396-8080 to speak with a live agent.
By Email
Best for non-urgent concerns, investigation requests on past rides, general questions, etc.
Email our Support Team directly at rideqa@roundtriphealth.com for assistance. Our team will review your request and will follow up with you via email.
Submit In-App Request
Best for non-urgent concerns, investigation requests on past rides, general questions, etc.
Submit a request through the “Contact Roundtrip” page within the Roundtrip Portal. This will send your request directly to Roundtrip’s Support Team and we’ll follow up with you via email.
Submit Request through Roundtrip’s Help Center
Best for non-urgent concerns, investigation requests on past rides, general questions, etc.
Submit a request through the “Contact Us” button at the bottom of this page. This will send your request directly to Roundtrip’s Support Team and we’ll follow up with you via email.
How to Locate a Ride ID for Support Requests
The Ride ID is a unique identifier that our internal teams use to locate specific rides, eliminating the need for protected health information (PHI). When contacting our Navigation Center or Support Team about a particular ride, please provide the Ride ID for more efficient assistance.
To find the Ride ID, simply navigate to the Trip Details Page for the given ride. Expand the "Trip Overview" tab, and you'll find the "Ride ID" field.
About Roundtrip’s Navigation Center
Here at Roundtrip, we understand that healthcare organizations operate around the clock and that transportation needs extend beyond standard business hours. Our Navigation Center is available 24/7, 365 days a year to ensure a seamless experience for you and your riders. Agents undergo intensive training and are highly proficient in the tools and processes required to support your needs effectively:
Ride Assistance
Our agents are ready to assist at any point to ensure all rides run smoothly. Aside from handling escalations from users, our agents work behind the scenes to increase the success rate of riders’ scheduled rides. With standardized processes, our Navigation Center stays in contact with our transportation and rideshare partners to help ensure rides are claimed and completed as scheduled.
Ride Investigations
Sometimes rides unfortunately do not go as planned. When this happens, our agents are trained to promptly respond, investigate, and determine what occurred to find a resolution. When a rider is dissatisfied, our agents are also trained to identify and report grievances for tracking purposes (if applicable).
Technical Support
Our agents are readily available to support technical questions and escalations from users. Our agents are proficient in Roundtrip’s tools and are trained with troubleshooting issues with the Rider App and Roundtrip platform. If a technical issue cannot be resolved during the call, our agents will escalate the issue to Roundtrip’s internal team, who will continue to investigate a solution.
Ride Booking and Support
Our Navigation Center is available to assist with managing existing ride requests including edits, launching will calls, cancelations, and to assist riders with checking ride statuses or benefit utilization. If your organization has over-the-phone booking in scope with Roundtrip, your riders may also contact our Navigation Center directly for any ride booking requests.
Authorizations
If your organization has authorizations in scope with Roundtrip, our dedicated team will initiate authorizations for insurance-paid rides and provide real-time updates within Roundtrip to keep your team aware of the current status.