How to Book a Transport - Wheelchair Vans
Learn how to book wheelchair van transports within Roundtrip.
In this article, we’ll walk you through the steps of booking wheelchair van transports in Roundtrip. Let's get started!
Book Trip Flow - Step 3 - Rider Needs
Wheelchair vans are an ideal option for non-ambulatory riders who use wheelchairs or other mobility aids and require an accessible vehicle. A rider must be able to safely support themselves in a wheelchair and be able to sit during transport. If the rider requires assistance with transferring in or out of the wheelchair or is unable to sit during transport (i.e. needs a stretcher), a higher level transport may be needed.
Selecting the Vehicle Type
To get started, click on “Wheelchair” as the vehicle type.
Wheelchair Van transports will require some additional information during booking:
- If the rider requires a wheelchair to be provided: Select if the Transportation Partner will need to provide a wheelchair during the transport or if the rider will provide their own.
- If the rider requires oxygen: Select if the rider will need oxygen during transport.
- Note: If the rider requires oxygen, they must be able to self-regulate the oxygen and it must be safely secured to the wheelchair. In most cases, oxygen cannot be provided by the Transportation Partner for wheelchair van transports.
- If there are stairs at the pickup/drop-off locations: Select whether there will be stairs at either location. If “Has stairs” is selected, you will be prompted to enter the number of stairs.
- Note: If there are more than 3 consecutive stairs, the driver cannot “bump” the rider down. If the rider can walk down the stairs or has family/caregivers to assist, the rider can travel via Wheelchair Van. If further assistance or a Stair Chair is needed, the rider needs to travel via Stretcher or Ambulance.
- Weight, Date of Birth, and Unit/Room Number: Enter the rider’s approximate weight and date of birth. You can also specify the rider’s unit/room number within your facility.
- Note: These fields will not appear if your organization’s EHR is integrated with Roundtrip and already provides these details.
Trip Reasons, Driver Instructions, and Additional Clinical Information
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. You may also include any additional information regarding the rider’s needs during the transport such as “lift needed - rider has motorized wheelchair”.
In the “Additional clinical information” field, you can enter any pertinent clinical notes in this section. If your organization has authorizations in scope with Roundtrip, you may be required to provide additional details in this section based on your organization’s specific workflows.
Once all the necessary fields on this page are completed, click “Continue” to advance to the next step in the Book Trip Flow.
Book Trip Flow - Step 4 - Trip Payment
Selecting the Trip Payment
Roundtrip allows all payer types to be selected for Wheelchair Van however your organization will determine which specific payment options are enabled. For insurance paid rides, coverage may vary by payor - typically only Medicaid or Managed Medicaid Plans cover these types of trips.
If authorizations are performed by Roundtrip for your organization, Roundtrip will only attempt authorization on the insurance payor chosen in this step, not any secondary insurances.
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 chose whether the rider will pay via a credit card or will be need to arrange payment with the assigned Transportation Partner outside of Roundtrip.
If selecting insurance paid, select the appropriate payor name from the dropdown menu. You may then be prompted to enter additional details regarding the rider’s insurance policy. If your organization’s EHR is integrated with Roundtrip, the policy information may pre-fill in these fields - more on this below.
Entering Insurance Details
If booking an insurance paid ride, your experience may differ depending on whether or not your organization’s EHR is integrated with Roundtrip:
- If Non-Integrated:
- Choose the most appropriate insurance type from the “Payer Type” dropdown menu. Please note, typically only Medicaid or Managed Medicaid Plans cover these types of trips. If this is a Medicaid-paid ride, you will have to manually fill out specific information, including the Plan name, Medicaid ID, diagnosis code(s), attending physician name, reason of wheelchair transport, and rider’s home address. When selecting the rider’s home address, you can click into this field to open the Location modal to select an existing address or add a new one.
- If Integrated:
- Select “Insurance” from the “Payer Type” dropdown menu. Because your EHR is integrated, the rider’s insurance information including policy number and enrollment period should flow into Roundtrip automatically. Under the “Insurance” field that populates, you can select the most appropriate plan if the rider has multiple insurances.
- Note: Typically only Medicaid or Managed Medicaid Plans cover these types of trips.
- You’ll also be prompted to enter the rider’s home address. Click into this field to open the Location modal to select an existing address or add a new one.
Insurance Authorization Details
If your facility handles Insurance Authorizations, instead of Roundtrip, then you can add an Authorization number that was already retrieved in this payment step. You can also edit a non-completed ride once you have the Authorization number.
Entering Credit Card Details
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.
Selecting Facility Programs
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.
Ride Estimates
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 $50.00-$58.00, $54.00 will be placed as a hold on the card).
If all payment information looks accurate, click “Continue” to advance to the final step.
Book Trip Flow - Step 5 - Review & Book
Setting Up Rider Notifications
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.
Setting Up Staff Notifications
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.
Reviewing Ride Details
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.
