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.
Before you start: Ride Assignment is a permission-gated feature. If you don't see the Assign button on Ride Details, see "How to Get This Feature" below.
Ride Assignment replaces what was previously known as "super dispatcher" mode. Before, reassigning a ride to a different provider meant calling the Navigation Center. Now, users with Ride Assignment access can assign or reassign a ride directly from Ride Details — no call required.
This lets you respond in the moment to updates from providers in your network, especially when time is of the essence.
How to Assign a Ride
- Open the Ride Details page for the ride you want to assign.
- Click Assign in the upper-right corner. This opens the Ride Assignment modal.
- Choose a provider from your network.
When You Can Assign a Ride
Availability depends on the ride's authorization status:
Authorization status | Can you assign? |
Authorizing | No |
Authorized | No |
No Authorization Required | Yes |
Auth Not by Roundtrip | Yes |
More Info Needed | No |
Denied | No |
Need a refresher on what each status means? See Overview of Authorization Statuses.
Brokered and insurance-paid rides: if a ride is booked as insurance-paid and Roundtrip is completing the authorization on your facility's behalf, you won't be able to assign it through this modal. See Brokered Rides FAQ for how authorization and assignment work for these rides.
How to Get This Feature
Ride Assignment is available to users with Care Coordinator access who have also been provisioned Ride Reassign access. To request this for additional users at your facility, contact your Customer Success Manager.
Still need help? Contact the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com.