Overview of Authorization Statuses
What each authorization status means and what happens next.
If your organization uses Roundtrip for authorizations, you can check a ride's current authorization status right in the portal — and get automatic updates if notifications are enabled.
Where to Check
Authorization status appears just under the ride's status badge on:
- The Ride Details page
- The Rider Profile page
- The Trips page
Need more details on the authorization status? Navigate to the Ride Details Page for the specific ride and find the section titled “Authorization”. This will provide additional details and notes regarding the authorization if available.
Authorization Statuses
Status | What It Means | What Happens Next |
Authorized | Insurance approved the trip | Nothing further needed |
No Authorization Required | The payer's rules don't require prior authorization for this trip | Proceeds for reimbursement as normal |
Authorizing | Roundtrip is actively working to get authorization | You'll be notified (by your preferred method) once it updates |
Authorization Denied | The rider isn't eligible for coverage on this ride | The ride can't proceed under this authorization |
Information Needed | The insurer needs more information before reviewing | Provide the requested info to continue the review |
Authorization Not Managed by Roundtrip | This vehicle type or payer falls outside your organization's authorization services with Roundtrip | Authorization must be handled outside Roundtrip |
What to Do: Brokered Ride Authorizations
For Medicaid and other brokered rides, here's what's happening behind the scenes at each status, and what you should do.
Authorizing
The Navigation Center is calling the broker to authorize and coordinate the ride — including who gets assigned and when, which Roundtrip doesn't control once it's with the broker.
What to do: monitor your notifications or the ride's status in the portal.
Watch-out: same-day discharges typically take 20 minutes to 1 hour; other ride types can take longer. The ride stays in "Checking Availability" during this time — that's expected, not a sign something's wrong.
Information Needed
The Navigation Center is documenting exactly what's missing so the broker can resume review.
What to do: check what's missing and contact the broker directly to provide it.
Watch-out: include all necessary clinical info at booking to avoid landing here in the first place.
Authorization Denied
The Navigation Center documents the denial details in Roundtrip.
What to do: switch the payer to a non-brokered option (commercial insurance, patient-paid, or facility-paid), or cancel and rebook with the new payer.
Watch-out: denials happen for several reasons — including the requested vehicle type not being covered, or the rider having exhausted their benefit. If the ride is urgent, consider switching to a non-brokered payer right away rather than waiting on an appeal.
Authorized
The broker's initial ride details now appear in Roundtrip, and the ride goes out to the Community to be claimed immediately.
What to do: if you need a status update at this point, contact the broker directly — Roundtrip doesn't stay in contact with the broker once the authorization decision is made.
Watch-out: brokers generally provide a 1–3 hour window (for discharges) during which the rider can be picked up — this window is not a guaranteed arrival time.
Authorization Not Managed by Roundtrip
Roundtrip's Navigation Center doesn't obtain authorization for this ride at all.
What to do: monitor notifications or the portal for updates on the ride and which transportation company is assigned.
Watch-out: depending on your group's settings, some vehicle types or payers may not require Roundtrip to arrange authorization with a broker at all — this status doesn't necessarily mean something went wrong.
When Are Rides Marked Complete?
- Brokered rides: marked Completed by Roundtrip's Navigation Center about 24 hours after the scheduled ride time.
- Non-brokered rides: marked Completed by the assigned provider once transport is finished.
See Brokered Rides FAQ for more on how brokered authorizations work.
Still need help? Contact the 24/7 Navigation Center at (877) 396-8080 or email rideqa@roundtriphealth.com.