I’m a Care Coordinator
Accessing Roundtrip
Roundtrip Basics: How to Navigate the Roundtrip Portal
A tour of the key pages in Roundtrip and what you can do on each one.
Account Settings for Care Coordinators
How to update your name, email, phone, time zone, and password.
Booking Transports
How to Book a Transport
This guide walks you through every step of booking a ride in Roundtrip, from finding your rider to confirming the trip.
I Can’t Book a Transport - My Rider is Flagged as “Inactive” or “Do Not Book”
What these two flags mean and how to resolve each one.
Rideshare FAQs
Common questions about safety, eligibility, cancellations, and policies for rideshare rides.
PCS Forms in Roundtrip
What a PCS form is, when it's required, and how to create, upload, or edit one.
Managing Scheduled Transports
How to Assign or Reassign a Ride
Overview of the Ride Assignment modal including how it works, when it's available, and how to get access.
What Happens After You Book a Ride?
The journey a ride takes after booking, for rideshare and non-rideshare rides.
Overview of Ride Statuses
What each ride status badge means, for rideshare and non-rideshare rides.
Overview of Authorization Statuses
What each authorization status means and what happens next.
Overview of Ride Notifications
Notifications play a crucial role for Care Coordinators, staff, and riders by providing real-time updates throughout the lifecycle of a ride. This article covers how notifications are sent, when they are triggered, and how riders may use them to manage their rides.
Editing and Canceling Transports
Learn how to edit and cancel scheduled transports.
Launching Will Call Transports
How to launch a will-call ride for rideshare and non-rideshare transport.
Brokered Rides FAQ
Common questions about how brokered ride authorization and assignment works.
Troubleshooting Ride Issues
Ride Fulfillment FAQs
What Ride Fulfillment means, common causes of issues, and how Roundtrip supports fulfillment in rural areas.
Troubleshooting: Taxi, Medical Sedan, Wheelchair Van, Stretcher & Ambulance Rides
This guide covers common issues for all non-rideshare vehicle types - cancelations, no-shows, lost items, and provider complaints.
Troubleshooting: Rideshare Rides
Rideshare rides don't always go as planned. This guide covers the most common issues and how to respond including canceled rides, missed connections, lost items, and driver complaints.
Technical Support
Care Coordinator Technical Troubleshooting
How to resolve issues booking, editing, or viewing rides, missing notifications, and missing rider info.
EHR Downtime Procedures
If Roundtrip is unavailable through your electronic health record launch point, users can continue using Roundtrip through the web.