Getting Started - I’m a Care Coordinator – Roundtrip

What is Roundtrip?

Roundtrip is the leading digital transportation solution for better health outcomes. We provide a simple ride-ordering software that connects ride requests to a community of qualified transportation companies. The company is leading the industry in reducing appointment no-shows and creating operational efficiencies through improved ride management.

Roundtrip is built for healthcare professionals — care coordinators, social workers, nurses, and transportation companies —and offers easy-to-use online and mobile platforms that connect people with non-emergency medical transportation (NEMT). Roundtrip is a comprehensive solution which supports all levels of transport: medical cars, wheelchair vans, stretcher vehicles, ALS/BLS to deliver all trips when and where they are needed.

Roundtrip is doing more than expanding access to care; we are changing how people manage their health in their everyday lives. As we address social determinants of health and aging in place, Roundtrip is driven to deliver engaged and empowered transportation experiences for our riders.

Types of Trip Options

Roundtrip offers a variety of trip options to accommodate the needs of your riders including:

One Way Transports One way transports are available in Roundtrip for trips that are only needed for one direction. One way rides are a good option for hospital discharges and transfers.

Round Trip Transports Round trip transports are available in Roundtrip when a rider needs a ride for both legs of a trip. A round trip ride may be the best option for an appointment.

Repeating Transports Roundtrip offers the option to schedule a repeating transport series. This is helpful for riders with recurring appointments such as dialysis. You can choose how often that trip should occur and when the series should end.

Multi-Stop Transports When setting up a one way transport in Roundtrip, you can also add a stop. Additional stops are commonly used for pharmacy stops on the way home. You can enter a pickup, drop-off, and mid-trip stop within the Booking Flow. This can be done for all vehicle types, except rideshare rides.

Types of Vehicles

Roundtrip is a comprehensive solution that caters to a variety of transportation needs. We offer a wide range of vehicle types in a single platform, including rideshare services (i.e. Lyft/Uber), taxi, medical sedan, stretcher vans, and ambulances (BLS, ALS, and SCT). Offerings may vary depending on which vehicle types your organization allows.

Want more details on what each vehicle type offers? Check out this article for more information on our vehicle offerings.

Types of Payment

Roundtrip offers a variety of payer types for ride bookers to select from at the time of booking. These options allow for flexibility and choice in determining who is responsible for the cost of the ride. All payer types are accepted within Roundtrip but offerings may vary depending on which payers your organization allows.

Roundtrip also has flexible payment mechanisms:

Riders can pay directly at the time of booking a ride or can pay outside of the Roundtrip platform for non-rideshare rides.

Roundtrip may perform authorizations for Medicaid and insurance-paid rides.

Roundtrip provides monthly invoicing to your organization for facility-paid rides.

Want more details on how each payer type works? Check out this article for more information on our payer offerings.

Types of Users

Roundtrip offers several different role configurations to ensure users have exactly what access they need, enhancing security and operational performance. Role assignments are determined by your organization:

Admin User These users have the highest level of portal access. They have a holistic view of the user accounts within their assigned groups, and they can view the Reports tab to analyze data on Roundtrip rides.

Book Trip User These users are initially assigned to a primary group, and then additional groups can be added once their account is confirmed. These users are responsible for scheduling trips but do not need access to reports or the ability to add/edit user accounts.

View Only Users View Only Users have the lowest level of portal access and functionality. This may be the appropriate access view for security guards, registrars, and front desk staff.

Roundtrip Power Users Power Users begin using Roundtrip before all other users and serve as Roundtrip experts within their organization or assigned groups. Power Users may provide supplemental Roundtrip trainings to all users, and their main goals are to support, engage, and excite Roundtrip users. Some Power Users may have Admin User access, and some may have Book Trip User access.

Roundtrip Community

The Roundtrip Community ix a network of credentialed, qualified transportation companies that have access to quickly claim Roundtrip rides requested by health systems and health plans, all within our digital platform. Roundtrip vastly improves booking efficiency by pushing ride requests out to the transportation companies in the Roundtrip Community that meet the rider’s needs and operate in the service area.

Once a ride is scheduled and assigned to a Transportation Partner, Roundtrip will send reminders via text, email, or voice to keep the rider and staff informed throughout the ride.

Roundtrip Navigation Center

Need assistance? Our 24/7 Navigation Center is here for you around the clock, 365 days a year. No matter the time or issue, our dedicated team is ready to provide the support you need. Contact us anytime, day or night—we’re always here to help:

Proactive Ride Monitoring

Monitors scheduled rides proactively to ensure transportation goes smoothly.

Ride Investigations

Promptly responds and investigates reported issues to drive the success of each ride.

Technical and Customer Support

Readily available to provide support for technical issues and to answer care coordination questions.

Ride Booking (Optional)

If in scope for your organization, agents can assist riders with booking rides directly over the phone.

Ride Authorizations (Optional)

If in scope for your organization, authorizations through Roundtrip can take the timely burden of authorizing insurance-paid rides off a care coordinator’s daily task list. Roundtrip goes through the steps to contact the payor to attempt authorization for the ride and the Roundtrip portal provides real-time updates to keep the staff in the loop.

For urgent questions or concerns about a ride, contact our Navigation Center at (877) 396-8080 (or your organization’s designated phone number if applicable) for immediate assistance. For non-urgent issues or inquiries about a specific ride that previously occurred, email RideQA@roundtriphealth.com.

Getting Started with Your Roundtrip Account

If your organization is partnered with Roundtrip and you're planning to start booking rides for your patients, we recommend for you to connect with your supervisor or manager to understand how access is granted in your organization. Depending on your organization's configuration with Roundtrip, an admin user within your organization or your organization's IT Team may need to grant access.

Not sure how your organization provisions access to Roundtrip? Contact our 24/7 Navigation Center at (877) 396-8080 or email our Support Team at rideqa@roundtriphealth.com. We can help point you in the right direction!

Registering as a New User

If you’ve been invited as a new Care Coordinator user to Roundtrip, you’ll receive an email from us at app@rideroundtrip.com.

To get started, follow the steps below to register:

In this email, click “Set New Password”. You will be directed to a page to create a personal password and complete your account registration.

You will be redirected to our website at https://app.rideroundtrip.com/ to sign in. This is where you will login to access Roundtrip and begin managing transportation for your patients.

Note: If your organization’s EHR is integrated with Roundtrip, you may have the option to launch Roundtrip from within your EHR instead of navigating to our website.

Having trouble finding the registration email? Be sure to check your spam/junk folder to see if it was routed there by mistake. If you still cannot locate the email, follow the steps outlined in this article to try resetting your account.

Logging into Roundtrip

Once you’ve registered your account, you can begin viewing and managing transportation for your organization.

Note: If your organization’s EHR is integrated with Roundtrip, you may have the option to launch Roundtrip from within your EHR instead of navigating to our website as outlined in the steps below.

To get started, follow the steps below to login:

Navigate to https://app.rideroundtrip.com/ to sign in.

For quick and easy access, we recommend bookmarking/favoriting this page or adding a Roundtrip desktop icon to your device for future use.

Enter the email address associated with your Roundtrip account and press “Continue”.

On the next screen, enter your password and click “Continue”.

Note: If your organization is integrated for SSO (single sign-on), you may be directed to your organization’s identity provider to enter your credentials.

If your credentials were entered correctly, you should now be logged into Roundtrip!

If your login was unsuccessful, you may be prompted to re-enter your credentials. If you’ve forgotten your password, you may click the “Forgot password?” link on the login page and follow these steps to reset your account.

Need to access Roundtrip on-the-go? You can access Roundtrip on a mobile browser using a smart phone or tablet by visiting https://app.rideroundtrip.com/. You may notice there is a downloadable Roundtrip mobile app however this is currently restricted for ride booking only. Care Coordinators cannot access the mobile app to view or manage rides. Therefore, we kindly ask that you do not download the app at this time.

Resources for Learning How to Use Roundtrip

With healthcare workers being constantly on the move, we know how important it is to have access to self-service training. We’ve curated a selection of key resources below to empower you to learn about Roundtrip at your own pace. Whether you are a new user or looking to refresh your knowledge, this training index will provide you with comprehensive information and step-by-step instructions to navigate Roundtrip effectively. We recommend checking out these articles below to get started on your journey with us!: