How to Book a Transport - Rideshare

In this article, we’ll walk you through the steps of booking a rideshare transport in Roundtrip. Let's get started!

To be eligible for rideshare, the rider must be ambulatory. Rideshare drivers are not required to exit the vehicle to assist riders into or out of the car, so it is important that riders can do this on their own or have someone available to help them.

To get started, click on “Ambulatory” as the vehicle type. This will expand to show all ambulatory vehicle types enabled for your group. If rideshare is enabled, it will be automatically selected.

If the pickup and/or drop-off locations are in an area with low driver availability, you may see an alert recommending to book another level of ambulatory transport (if offered by your organization). Continuing to book rideshare in an area with low driver availability could result in cancelations once the ride is launched.

By default, the “Standard Vehicle” option will be selected as this has the best driver availability and can accommodate most ambulatory riders. If the rider is traveling with multiple passengers or needs additional space, an XL Vehicle may be selected however driver availability may be lower.

Next, you’ll be prompted to select the appropriate trip reason for the transport. These options are pre-selected by your organization. Choose the most appropriate option from the dropdown menu - you may also type in this field to find a specific option from the list.

In the “Driver instructions” field, you can enter any information necessary to help the driver locate the rider. For rideshare transports, this information is provided to the driver once the ride is accepted.

Once all the necessary fields on this page are completed, click “Continue” to advance to the next step in the Book Trip Flow.

For rideshare rides, facility paid or patient paid are the only possible payment options - your organization will determine which of these payment options are enabled. Choose the most appropriate payer type from the dropdown menu.

If selecting facility paid, simply click on the group name that you will be booking the ride under. If you are booking the ride as patient paid, select “Rider self-pay” from the dropdown menu. You will be prompted to enter a credit card for payment. Riders are not eligible to pay outside of Roundtrip for rideshare level transports.

If booking a patient paid ride using a credit card, you’ll be prompted to enter the rider’s email address - this will be used to send the rider a receipt once the transport is completed and their credit card is charged.

You may then select which credit card to use for payment. If the rider has an existing card on file, you can review the last four of the card number to ensure accuracy and then may proceed with using that credit card without any further action. You can also click “Change” to switch to another saved card or add a new card.

To add a new card, click “Add card” - this option may appear if there’s no card currently on file or if you clicked “Change” to update the existing card.

A new window will appear for you to enter the new card details. Enter the cardholder name, credit card number, expiration date, and CVC code. Once all fields are completed, click “Save Card” to continue.

Upon booking, a hold will be placed on the card based on the ride estimate (see more on this below). Once the transport is completed, the hold will be replaced with a charge on the provided credit card for the actual ride cost.

After entering the payer type details, you might also see a field labeled “Facility Programs”. Your organization may utilize programs to tag transports and track specific cost center payments.

To quickly find the program you are looking for, type in this field to locate the specific program by name.

At the bottom of this page, you can view the estimated fare range for the trip. If booking a patient paid ride, the median amount of this range will be placed as a hold on the credit card that was previously entered (i.e if the range is $23.00-$27.00, $25.00 will be placed as a hold on the card).

If all payment information looks accurate, click “Continue” to advance to the final step.

On the final step, you’ll be prompted to confirm the notification settings for the transport. Select your Rider's preferred notification method in the "Rider" section. The notification method, phone number, and language will automatically fill in according to the settings in the Rider's Profile.

At this point, you can opt to modify the notification method, update the Rider’s phone number for notifications, or disable the notifications entirely.

Next, you can select your preferred notification method under the "Myself and/or staff" section. By default, notifications are enabled and will be sent as an email to the address linked to your Roundtrip account.

At this point, you can opt to modify the notification method, update your contact phone number/email address for notifications, or disable your notifications entirely. You can also choose to add additional notification methods or contacts by clicking the “+ Add Notification” button. This option allows you to opt in to multiple notification types or to include other key staff members to receive notifications for a particular ride.

If your organization is integrated with Roundtrip for TigerConnect, you can also add users/roles by clicking “+ Search TigerConnect” and selecting the appropriate recipients.

Once your notifications are configured, it’s time to review the transport details for accuracy. This page will include a map, pinpointing the pickup and drop-off locations for the transport. Beneath the map, click “Expand All” to review the different categories of details previously entered in the Book Trip Flow. The right side of the page will show the vehicle type and any other pertinent details regarding the rider’s needs.

At the bottom of the page, you can review the requested pick-up time, pickup and drop-off locations, estimated duration, and estimated mileage.

If all the information is correct, complete your trip request by clicking the ‘Book Trip’ button at the bottom or top of the page. You’ll receive a banner in-app confirming that your ride was successfully booked.