Brokered Rides FAQ
This article provides answers to some commonly asked questions when a ride needs to be facilitated through a third party transportation broker as required by the selected insurance.
I submitted the ride request in Roundtrip, but it is still showing “authorizing”. Why is that?
Roundtrip’s authorization team actively works to contact brokers to authorize and arrange the ride through their network of contracted providers. This process takes an average of 1 hour.
I got an email “denial” for the authorization; what should I do?
Review the denial notes to check if there was a specific reason, like lack of information or medical necessity. If more information is needed, please cancel the original trip, re-book the ride, and ensure the missing info is included in the ride details, and our team can try again. You could also consider changing the payer to try another insurance, or switch to facility or patient as payer if your facility allows and is approved.
Why is the ride not assigned to a Provider when I look in Roundtrip; when will it be assigned?
The ride will be assigned to a placeholder transportation provider in Roundtrip to indicate that the ride is being arranged through the broker. We attempt to confirm the assignment, however oftentimes a broker is unable to provide that in real-time. Roundtrip will provide the broker the ride booker’s contact info to follow-up with them directly once a company is assigned, and the brokers contact info is also provided within the ride if the ride booker would like to follow-up with them.
There is an ETA listed on the ride when you look in Roundtrip, so is that when I should expect the provider to arrive?
After authorization is received, a broker has a 3-hour window from the time listed in Roundtrip to provide transportation for a same-day discharge.
The assigned Transportation Provider hasn't arrived within the expected 3 hours; what should I do?
We’d recommend contacting the broker directly to check on the status of the ride assignment and authorization. You could also consider changing the payer to try another insurance to circumvent this the broker process.