How to Book a Transport – Roundtrip

Step 1: Find or Add Your Rider

The Rider Needs step looks different depending on the vehicle type, so jump to the section that matches your ride.

Before you start: Confirm your assigned group matches your rider's group. Your current group shows in the upper right corner of the portal. Your rider's group shows on their Rider Profile or Ride Details page. If the groups don't match, click your group name in the upper right corner and select the correct one — you can't book a ride until they align.

You can start a booking from three places:

Trips page: Click Book Trip in the top right corner.

Riders page: Find your rider, then click Book.

Rider Profile page: Open the rider's profile, then click Book Trip.

If your organization's EHR is integrated with Roundtrip, you can also launch a booking straight from the patient record in your EHR.

Searching for a rider: Type the rider's name, MRN, or Member ID into the search bar (exact search options depend on what your organization allows). Click the matching result to continue. If there are several matches, click View All Results to see the full list.

Adding a new rider: Some organizations allow you to add a rider who isn't in Roundtrip yet.

Always search first to avoid creating a duplicate profile.

If no match is found, click + Add Rider.

Fill in the rider's details.

Click Save & Book to create the profile and continue booking.

If your organization doesn't allow manual rider creation, you won't see this option — contact your admin instead.

Step 2: Set Up the Trip

Here you'll enter the when and where for the ride.

Trip type:

Choose One Way (common for discharges and transfers) or Round Trip (common for appointments). Need a stop along the way, like a pharmacy? Check Add a Stop (this only works for one-way trips, and can't be used with rideshare).

Pickup and drop-off locations:

Click into each field to open the Locations window. Check the Residence and Facility tabs for a saved address before adding a new one, to avoid duplicates.

Pickup time:

Choose a date and time. Not sure how long the trip will take? Switch to Drop-off time instead and enter when the rider needs to arrive — Roundtrip will work out the pickup time. For round trips, you'll also set a return pickup time.

Taxi minimum notice: Roundtrip recommends booking taxi rides at least 48 hours ahead. This gives transportation companies time to confirm availability before an auto-cancelation would kick in.

Will Call rides:

Use this when you don't know the exact pickup time yet. Click Will Call instead of choosing a time.

A Care Coordinator, the Navigation Center, or the rider (by text, if enabled) can launch the ride once the time is known.

Transportation Partners can't submit ETAs until the will call is launched — launch it as early as possible to avoid delays.

Will calls work especially well for rideshare return rides, since rideshare drivers only wait 5 minutes on scene.

Repeating rides:

For recurring appointments like dialysis, toggle Repeat on and set how often the ride should happen and when the series should end. Note: editing one ride in a series only changes that ride, not the whole series.

Step 3: Enter Rider Needs

This step is different for each vehicle type. Jump to the section that matches your ride.

Rideshare

The rider must be ambulatory, able to get in and out of the vehicle on their own, or with help from someone traveling with them. Rideshare drivers aren't required to help riders in or out of the vehicle.

Click Ambulatory, then confirm Rideshare is selected (it's the default if enabled).

If driver availability is low in the pickup/drop-off area, you may see a suggestion to book a different ambulatory option instead.

Standard Vehicle is selected by default. Choose XL Vehicle if the rider is traveling with others or needs more space.

Select a trip reason from the dropdown.

Add Driver instructions if needed (100-character limit). Never include personal health information here.

Note: Don't book rideshare for an unaccompanied minor, use Taxi or Medical Sedan instead.

Taxi & Medical Sedan

The rider must be ambulatory for either option.

Taxi works well when your organization doesn't offer rideshare, rideshare availability is low, or you need to secure a driver in advance.

Medical Sedan works well when the rider is ambulatory but needs some extra help from a medically trained driver, door to door.

Click Ambulatory, then choose Taxi or Medical Sedan.

If you select Medical Sedan, you'll also fill in:

Whether the rider needs secure psychiatric transport (if your organization offers it)

Whether the rider needs a car seat

Gender and date of birth (skipped if your EHR integration already provides this)

Additional clinical information, if relevant

Unit/room number

Then select a trip reason and add driver instructions, same as above.

Wheelchair Van (WCV)

Good fit for non-ambulatory riders who use a wheelchair or other mobility aid and can safely stay in it during the ride.

Click Wheelchair, then fill in:

Whether the Transportation Partner needs to provide a wheelchair, or the rider is bringing their own

Whether the rider needs oxygen (if yes, the rider must be able to self-regulate it, and it must be secured to the wheelchair)

Whether there are stairs at either location — if yes, enter how many

Weight, date of birth, and unit/room number (skipped if your EHR integration already provides this)

Then select a trip reason, add driver instructions, and add any additional clinical information.

Note: WCV drivers can't enter the rider's home to help, and can't assist on more than three consecutive stairs.

Stretcher Van & Ambulance (BLS, ALS, SCT/CCT)

For non-ambulatory riders who must stay lying flat. Ambulances can provide medical monitoring during the ride; stretcher vans cannot. Roundtrip supports three ambulance levels — BLS (Basic Life Support), ALS (Advanced Life Support), and SCT/CCT (Specialty Care Transport / Critical Care Transport) — depending on what your organization has enabled.

Click Stretcher, then fill in:

Whether the rider needs a car seat

Whether the rider needs oxygen — if yes, specify whether the rider brings their own or the Transportation Partner provides it, and how many liters are needed (stretcher vans can't provide oxygen)

Whether there are stairs at either location — if yes, enter how many

Height, weight, date of birth, gender, and unit/room number (skipped if your EHR integration already provides this)

Selecting the level of transport: Expand the available levels and check every statement that applies to the rider — this helps Roundtrip confirm the right level of care.

Then select a trip reason and add driver instructions.

PCS Forms: Some organizations require a Physician Certification Statement (PCS) for stretcher and ambulance bookings — a signed statement that ambulance transport is medically necessary. If required, you can fill one out electronically or upload one during this step.

Step 4: Choose Payment

Available payer types by vehicle type:

Vehicle Type	Facility	Patient	Insurance
Rideshare	✅	✅	—
Taxi	✅	✅	—
Medical Sedan	✅	✅	✅
Wheelchair Van	✅	✅	✅
Stretcher Van / Ambulance	✅	✅	✅

Your organization's settings determine which of these options are actually enabled for you.

Facility paid: Click the group name you're booking under.

Patient paid: Select Rider self-pay. Depending on your organization, the rider will either pay by credit card in Roundtrip, or arrange payment with the Transportation Partner directly.

Insurance paid (Medical Sedan, WCV, Stretcher, and Ambulance only):

If your EHR is not integrated, choose the insurance type manually. You'll need the plan name, Medicaid ID, diagnosis code(s), and the rider's home address.

If your EHR is integrated, insurance details fill in automatically. Confirm the right plan if the rider has more than one, and add the rider's home address.

If your facility handles authorizations instead of Roundtrip, you can enter an authorization number here once you have it.

Entering a credit card (patient-paid rides):

Enter the rider's email — they'll get a receipt once the ride is complete and the card is charged.

Choose a saved card, or click Add Card to enter a new one (cardholder name, card number, expiration, CVC).

Click Save Card.

A hold is placed on the card based on the ride estimate. Once the ride is complete, the hold is replaced with a charge for the actual cost.

Facility Programs: If your organization tags rides by cost center or program, search for and select the right program here.

Ride estimate: You'll see an estimated fare range at the bottom of the page. For patient-paid rides, the median of that range is placed as the card hold (for example, a $50–$58 range places a $54 hold).

Click Continue once everything looks correct.

Step 5: Review & Book

Rider notifications: Confirm the rider's preferred notification method — it pre-fills from their profile. You can change the method, update their phone number, or turn notifications off.

For stretcher and ambulance rides, rider notifications are off by default. Check the box next to Rider if you want to turn them on.

Staff notifications: By default, you'll get an email at the address linked to your account. You can change the method, update your contact info, turn notifications off, or click + Add Notification to include other staff members.

Review the details: Check the map and click Expand All to review everything you entered — pickup/drop-off, estimated duration, and mileage.

Once everything looks right, click Book Trip at the top or bottom of the page. You'll see a confirmation banner once the ride is booked.