Roundtrip Basics: How to Navigate the Roundtrip Portal
Learn how to effectively navigate Roundtrip to locate essential actions and key ride details.
We know getting started with a new tool can be overwhelming at first - this guide will simplify how to effectively navigate and use Roundtrip. We’ll cover how to navigate through the Roundtrip portal, locate key actions, and use features effectively to help you get the most out of your Roundtrip experience.
Navigating the Roundtrip Portal: The Basics
Key Roundtrip Pages
For Care Coordinators, there are several essential pages to get familiarized with to effectively navigate the Roundtrip portal:
Trips Dashboard
A dashboard that consolidates rides for your currently assigned group and allows you to view scheduled, completed, and canceled rides for a specific date.
Rider Dashboard
A dashboard that compiles profiles for any existing riders or patients in Roundtrip that are linked to your assigned groups.
Rider Profile Page
An in-depth view into a specific rider or patient’s profile within Roundtrip, including any previously scheduled or upcoming rides.
Trip Details Page
An in-depth view into a specific ride scheduled for a rider/patient within Roundtrip.
Each of these pages contains essential actions and vital ride information, which will be discussed in greater detail later in this article.
Other Standard Pages and Resources
Account Menu
You can navigate to the Account Menu at any time by clicking on the black circle icon in the upper right corner. This circle typically contains your initials.
From the Account Menu, you can find the following options:
- Account Settings: Review and manage the settings for your Roundtrip account. For more information, see Account Settings for Care Coordinators.
- Manage: If you are an Admin user and if your organization permits, you may have the ability to manage access for other users. For more information, see Managing User Access for Admin Users.
- Your Locations: Create and manage your frequently used locations for faster booking.
- Contact Roundtrip: Contact Roundtrip’s Support Team by submitting a request through our “Contact Us” form. For other methods to contact us for assistance, please view this article.
- Sign Out: Use this option to log out of Roundtrip.
Resource Center
In the bottom left corner, you can click on the Roundtrip logo to open our Resource Center. This allows you to quickly access key information, guides, and updates right in-app.
Trips Dashboard Overview
What is the Trips Dashboard?
The Trips Dashboard is the main hub for viewing rides booked within Roundtrip for your assigned groups and/or organization. For most users, this is the landing page when first logging into Roundtrip.
How to Navigate to the Trips Dashboard
There are two ways to navigate to your Trips Dashboard. You can either click on the Roundtrip logo in the upper left corner or by clicking on the “Trips” tab at the top of the page.
How to Use the Trips Dashboard
The Trip Dashboard offers a consolidated view of rides scheduled under your assigned group for the selected date. From this dashboard, you can manage current rides, review upcoming ones, and research past rides. Here are a few key features to note on this page:
- Current Group and Date Filter: This section displays the group you're currently viewing on your dashboard, the number of scheduled trips, and the date you're filtered to. By default, the date shows rides scheduled for today. To view past or future rides, simply click on the date field to open a calendar and select your desired date.
- Ride Status Tabs: Click on these tabs to view scheduled, completed, or canceled rides. By default, your dashboard displays currently scheduled rides. A number next to each tab indicates how many rides are listed in that category.
- Assigned Groups: This field will show which group you are currently aligned to within Roundtrip. To change your group, simply click on this field and choose a different group from the list that appears. See this article for an in-depth view into changing your assigned group.
- Book Trip Button: Click this button to launch into the Book Trip Flow. If you do not see this button available, you may not have booking privileges or may need to change your current assigned group above.
- Ride Details: This row will show you high level details about a specific ride including the rider’s name, pickup/drop-off locations, vehicle type, and pickup time. Click anywhere on this row to navigate to the Trip Details Page to view all details for this ride. You can also click the “View Rider” link to navigate to the Rider Profile Page. Depending on the vehicle type and status, you may see additional actions available such as “Confirm Pickup” on this row.
- Ride Status Badge: This badge will show you the current ride status and authorization status (if applicable). You can find more information on ride status badges here or details about authorization statuses here.
Rider Dashboard Overview
What is the Rider Dashboard?
The Rider Dashboard provides a consolidated view of all existing riders and patients within your organization. With its search functionality, you can easily find riders across all groups you have access to in a single search. Use the Dashboard to locate a specific rider to book a new ride, review their scheduled rides, or accessing their Rider Profile.
How to Navigate to the Rider Dashboard
There are two ways to navigate to your Rider Dashboard. In most cases, the easiest way to access this dashboard is by clicking the “Riders” tab at the top of the page.
You may also access the Rider Dashboard from Step 1 of the Book Trip Flow. If you are searching for a specific rider and have multiple results matching the search criteria, you may see an option to “View All Results”. This will navigate you to the Rider Dashboard with your search criteria prefilled so you can view any results that matched your initial search.
How to Use the Rider Dashboard
The Rider Dashboard offers a consolidated view of any existing riders for your assigned groups within the organization. From this dashboard, you can search for an existing Rider Profile or quickly launch into the Book Trip Flow. Here are a few key features to note on this page:
- Rider Search: Use this field search by the rider's name or MRN/Member ID (if permitted by your organization). This search function enables you to search for riders in all groups within your organization that you have access to, in a single action. As you type in this field, you will see suggested results to efficiently find the rider you are looking for.
- Assigned Groups: This field will show which group you are currently aligned to within Roundtrip. To change your group, simply click on this field and choose a different group from the list that appears. See this article for an in-depth view into changing your assigned group.
- Add Rider Button: If your organization allows riders to be manually added to Roundtrip, you will see the “Add Rider” button on this dashboard. If your organization does not allow manual rider creation or you do not have permission to do so, this button will not appear. For more details on how to add a new rider, please view this article.
- Rider Dashboard Column Headers: These column headers will categorize high level details about the riders in your organization including the rider’s name, group name, date of birth, MRN/Member ID (if applicable), and the time of their last completed trip. Click on a column header once to sort the results in ascending order. Click a second time to sort the results in descending order.
- Rider Results: This row will show you high level details about a specific rider including the rider’s name, group name, date of birth, MRN/Member ID (if applicable), and the time of their last completed trip. Click anywhere on this row to navigate to the Rider Profile Page for the specific rider.
- Book Button: Click this button to launch into Step 2 of the Book Trip Flow. If you do not see this button available, you may not have booking privileges. If the “Book” button is greyed out, the rider may not be eligible to have transportation booked through Roundtrip - see this article for more information on inactive riders.
Rider Profile Page Overview
What is the Rider Profile Page?
An in-depth view into a specific rider’s profile within Roundtrip, including any previously scheduled or upcoming rides. You can also view key details about a specific rider such as their contact information, ride utilization (if applicable), saved locations, etc.
How to Navigate to the Rider Profile Page
There are a few ways to navigate to the Rider Profile Page for a specific rider depending on what page you are starting from:
Trips Dashboard
On the Trips Dashboard, you can navigate to the Rider Profile if the rider already has a scheduled ride in Roundtrip. Filter to the appropriate date and locate the ride for that particular rider. Once located, click “View Rider” to navigate to their Rider Profile.
Rider Dashboard
On the Rider Dashboard, search for the specific rider using the search bar in the upper left corner. Once you’ve located your rider within the search results, click anywhere on their row to navigate to their Rider Profile.
When searching for a particular rider, you can also quickly navigate to the Rider Profile by clicking onto the suggested search results that appear as you type.
Trip Details Page
If you’re on the Trip Details Page for an already scheduled ride, you can simply click the Rider’s name at the top of the page to navigate to their Rider Profile.
How to Use the Rider Profile Page
Key Actions/Info
- Rider Name and Group: This section will show the rider’s full name and which group they are aligned to within your organization. You will need to be aligned to the same group as your rider in order to book rides or edit their existing rides.
- Rider Info: This section will show you all key details about the specific rider such as date of birth, phone number, language preference, and MRN/Member ID (if applicable). If your organization uses benefit management, you may also see the rider’s current benefit utilization within Roundtrip.
- Ride Status Tabs: Click on these tabs to view scheduled, completed, or canceled rides. By default, this page displays currently scheduled rides for your rider. A number next to each tab indicates how many rides are listed in that category.
- Assigned Groups: This field will show which group you are currently aligned to within Roundtrip. To change your group, simply click on this field and choose a different group from the list that appears. See this article for an in-depth view into changing your assigned group.
- Actions Button: Click on “Actions” to view a menu of actions for the Rider Profile. You may be able to edit the rider’s details (if your organization allows), manage the rider’s saved locations, or flag the rider as “Do Not Book”.
- Book Trip Button: Click this button to launch into Step 2 of the Book Trip Flow. If you do not see this button available, you may not have booking privileges or currently may be aligned to a different group than your rider. If the “Book” button is greyed out, the rider may not be eligible to have transportation booked through Roundtrip - see this article for more information on inactive riders.
- Rider Profile Column Headers: These column headers will categorize high level details about your rider’s scheduled transports including the pickup time, pickup/drop-off locations, and ride status. Click on a column header once to sort the listed rides in ascending order. Click a second time to sort the rides in descending order.
- Scheduled Rides: This row will show you high level details about a specific ride that was booked for your rider. This includes key details such as the pickup time, pickup/drop-off locations, ride status, and authorization status (if applicable). Click anywhere on this row to navigate to the Trip Details Page to view all details for this ride.
- Payer Info: This section will show any pertinent payer information for your rider. This includes any payer details they have on file (such as private insurance or credit card details), any programs they are aligned to, and any eligibility periods (if applicable).
Trip Details Page Overview
What is the Trips Details Page?
As the name suggestions, the Trip Details Page provides all key information regarding a scheduled transport. Any details provided at the time of booking can be found at the time of booking. In addition, the Trip Details Page will be updated throughout the lifecycle of the ride to provide visibility into details such as the assigned Transportation Provider, ride status, authorization status, and more.
How to Navigate to the Trip Details Page
There are a few ways to navigate to the Trip Details Page for a specific ride depending on what page you are starting from:
Trips Dashboard
On the Trips Dashboard, you can navigate to the Trip Details Page if the ride is already scheduled in Roundtrip. Filter to the appropriate date and locate the specific ride. Once located, click anywhere on this row to navigate to the Trip Details Page to view all details for this ride.
Rider Profile Page
On the Rider Profile Page, you can navigate to the Trip Details Page if the rider has a transport scheduled in Roundtrip. Navigate to the appropriate ride status (scheduled, completed, or canceled) and locate the specific ride. Once located, click anywhere on this row to navigate to the Trip Details Page to view all details for this ride.
How to Use the Trip Details Page
The Trip Details Page contains detailed information about each ride, making it essential to understand its key sections and features. Familiarizing yourself with this page will help you navigate its granular details effectively.
At the top of the Trip Details Page, you’ll find some quick hit information about the ride:
- Ride Banners: Banners on the trip details page quickly call out key details about the ride. The booking banner will show who booked the ride and when. Cancelation banners will appear on canceled rides to provide an explanation as to why a ride was canceled. Redispatch banners will appear on redispatched rideshare rides as well to alert users.
- Assigned Groups: This field will show which group you are currently aligned to within Roundtrip. To change your group, simply click on this field and choose a different group from the list that appears. See this article for an in-depth view into changing your assigned group.
- Rider Name, Vehicle Type, and Ride Date: In this section, you can find the vehicle type that was scheduled, which rider it is scheduled for, and the requested ride date. Clicking on the rider’s name will navigate you to their Rider Profile Page.
- Ride Actions: Depending on the status of the ride and vehicle type, the options available in this section may vary. You may see options here to print ride details, edit the ride, change the ride time, or cancel the ride. For rideshare rides that have been canceled, you may also see an option to redispatch a new ride.
- Ride Status: This badge will show you the current ride status and authorization status (if applicable). You can find more information on ride status badges here or details about authorization statuses here.
- Ride Activities: For rideshare rides, you can click on the “Activity” tab on the Trip Details page to get real time insights into key events that occurred throughout the lifecycle of a ride.
- Ride Map: A Google Map view of the requested locations for the ride. The green pin represents the pickup location and the red pin represents the drop-off location.
Further down on the Trip Details Page, you’ll find additional details about the ride:
- Ride Details: This section provides all in-depth details about a ride - more on this below.
- Expand All: Use “Expand All” to quickly expand all the ride detail sections with a single click. Once expanded, you can click “Collapse All” to close all sections again.
- Selected Vehicle and Rider Needs: This section will show the chosen vehicle type for the ride as well as any special accommodations or rider needs indicated during booking (i.e. wheelchair needs to be provided, oxygen is needed, etc.).
In the Ride Details, there are several different subsections with more granular ride information. Please note that some of these sections are conditional and may not appear if your organization’s settings or the ride criteria do not require a particular section:
- Trip Overview: This section provides high level details about the ride included the trip type (i.e. one way, round trip, etc.), Ride ID, and trip reason.
- Rider Details: This section lists any key demographic details about the rider such as date of birth, phone number, MRN/Member ID, home address, height, weight, diagnosis codes, procedure codes, etc. These fields may vary depending on your organization’s settings and the level of transport booked.
- Transport: This section will include any key details about the actual transport and any information that is pertinent for the assigned Transportation Provider (i.e. oxygen needs or number of stairs). Any drivers notes or additional clinical notes entered at the time of booking will be included in this section. In addition, once a Transportation Provider has claimed the ride, their information will populate in this section.
- Payer: Any key payer information will be included in this section such as the payer type, any insurance/payment details, program name, and estimated fares. If a PCS Form is required, it will also be linked in this section.
- Authorization: Any key information regarding the insurance authorization will be included in this section. This includes the authorization status, authorization notes, and authorization number if applicable.
- Attending Physician: This section will include the attending physician’s name from the booking facility if applicable.
- Facility: Any key facility information will be included in this section including the requesting facility name, facility NPI, unit phone number, and department, unit/room number, and/or bed number if applicable.
- Notifications: If notifications are enabled for a ride, you will find these details in this section. This will include who is being notified (the Rider and/or Requestor) and by what method (text message, automated voice call, or email). The phone number or email address entered during the booking process will be listed as well.
- Ride Date: This is the date the ride was requested for.
- Ride Duration: This is the estimated time duration for the requested ride. For some transports, particularly rideshare, this will be updated with the final ride duration after the ride is completed.
- Ride Distance: This is the estimated mileage for the requested ride. For some transports, particularly rideshare, this will be updated with the final mileage after the ride is completed.
- Locations: This section includes the pickup and drop-off locations for the ride. The pickup location will have a green pin and is listed at the top. The drop-off location will have a red pin and will be listed at the bottom. Each location will show the saved location name followed by the street address. You can click on “View on Map” to open the location in Google Maps.
- Requested Ride Time: This is the time the ride was requested for within Roundtrip. The top ride time is the requested pickup time. The bottom ride time is the estimated ride completion based on a Google Maps estimate.
- Actual Ride Time: This is the actual time the ride was set to begin based on the driver’s arrival or a Transportation Provider’s submitted ETA. For rideshare rides, the top ride time is the time the driver arrived at the pickup location and the bottom ride time is when the ride was marked as completed by the driver. For non-rideshare rides. the top ride time is the time submitted as an ETA by the assigned Transportation Provider.
- Roundtrip Community List: This section is a list of all the active Transportation Providers in the Roundtrip Community that have visibility into this ride. This section will include each provider’s name and contact information. If the provider responded to the ride, you will see a timestamp under their company’s name as well as the status of their response. If the status is “Declined”, you’ll see their provided reason. If the status is “Submitted”, this means the provider submitted an ETA and their provided ETA can be found under the “Transport ETA” column.
If a ride is awarded to a Transportation Provider, you’ll see a banner on the Trip Details Page which confirms that they are assigned to the ride.
For round trip transports, you can scroll to the very bottom of the Trip Details Page to locate a button to quickly navigate to the accompanying leg of the trip you are currently viewing.
