I Can’t Book a Transport - My Rider is Flagged as “Inactive” or “Do Not Book”
Overview of statuses of Rider Profiles that may prevent booking.
In certain situations, issues with a Rider's profile might prevent ride booking. The cause and resolution can vary based on the type of flag on the profile.
There are primarily two flags can prevent ride booking within Roundtrip: “Inactive” and "Do Not Book". Read on to understand the differences between these flags. When these flags are enabled, the “Book Trip” button will be greyed out on their profile as well. You will unable to book any additional rides for this Rider until the flag is removed.
My Rider is Flagged as Inactive
If you see an “Inactive” flag on the Rider Profile Page, you will be prevented from booking any additional rides. If the rider previously had rides scheduled for a future date, these rides may be auto-canceled by the system as well. You will typically find the “Inactive” flag next to the Rider’s name on their profile.
If your organization utilizes an eligibility file or Patient Admin API to send rider data to Roundtrip, you may encounter an “Inactive” flag if:
- Rider is no longer eligible for transportation through Roundtrip
- Your organization may decide to remove the rider’s record or set a term date on the rider’s record on the eligibility file or via the Patient Admin API.
- Rider was not included on the latest eligibility file upload or sent over via the Patient Admin API
- There was an issue with processing the rider’s record on the eligibility file or via the Patient Admin API
- There was an issue with processing the entire eligibility file or Patient Admin API load
If you believe a rider was flagged as “Inactive” in error, we recommend first connecting with your organization’s internal team that handles loading rider data into Roundtrip. Your internal team should confirm the rider’s record is active and valid on the eligibility file or Patient Admin API.
If all details on the rider’s record appear correct and the rider should be active, please contact our Support Team at rideqa@roundtriphealth.com for further investigation. To prevent delays, please include the following details when contacting our Support Team:
- Rider Full Name
- Rider Member ID
- Date of Last Rider Record Upload to Roundtrip
My Rider is Flagged as “Do Not Book”
If you see a “Do Not Book” flag on the Rider Profile Page, this means that this rider was purposely flagged to prevent future bookings. A “Do Not Book” flag must be manually applied to a specific rider by either Roundtrip or a registered Care Coordinator at your organization.
On Roundtrip’s end, a “Do Not Book” flag may be applied when a rider has an outstanding balance due (for self-pay rides only), has violated Roundtrip’s Rider Code of Conduct, or at the request of your organization. Care Coordinators at your organization may also enable this flag for specific riders, though this is based on internal decisions outside of Roundtrip.
If a rider is eligible to begin booking rides again, the flag may be manually removed from the Rider’s profile by clicking “Actions” and then “Mark as safe to book”.
