Why Can’t I Find My Rider’s Information in Roundtrip?
How to troubleshoot issues when a rider’s profile or other patient data do not flow into Roundtrip as expected.
How your organization is configured with Roundtrip impacts how your Rider’s data flows into the portal. This configuration determines if your Rider's data is electronically sent to Roundtrip through an integration or if it needs to be manually entered. Understanding the specifics of your organization's setup is crucial in determining how to proceed when you’re unable to find your Rider’s profile or key information on their profile. This article will provide more detailed information to help you navigate such situations, so we encourage you to continue reading.
How Do I Know if My Organization is Integrated with Roundtrip?
If you’re unsure if your organization is integrated to send your Riders’ data, you can often tell based on the banner that appears on the Rider Profile level in Roundtrip:
If this banner is present, this means your organization is integrated with Roundtrip to send rider data electronically into the portal for easier ride booking.
- If your organization is not integrated, riders may need to be manually added into Roundtrip. Skip ahead to this section for further reading.
If your organization is integrated for rider data, there are several types of integrations that may be used:
- EHR/EMR Integrations: If your organization has integrated Roundtrip with your EHR/EMR, necessary information from your patient's chart for scheduling transportation will populate the Rider Profile in Roundtrip. However, depending on your specific EHR/EMR, you might need to take additional steps within the patient’s chart to transfer their data to Roundtrip.
- Examples of common EHR/EMRs include: Epic, Cerner, Allscripts, etc.
- SFTP Eligibility Files/Patient Admin API: If your organization has a list of riders that are deemed eligible to use Roundtrip, your organization may be sending an electronic file of these records to Roundtrip. This file can be manually uploaded via an SFTP site or sent electronically through an API. In both scenarios, your organization is responsible for maintaining the list of eligible riders and must submit it to Roundtrip for processing.
Resolving Rider Profile Issues for EHR Integrated Organizations
I’m Unable to Locate My Rider’s Profile
If you see a record for your Rider within your EHR but do not see the Rider Profile in Roundtrip, confirm these points to determine next steps:
- Was the Rider just added or updated in your EHR within the last few minutes? You may need to wait a few moments for all of their details to populate.
- Was the Rider information just sent to Roundtrip? Similar to the point above, if you’ve just sent the Rider’s data to Roundtrip, it may take a few minutes for their profile to populate.
- Does your EHR require additional steps to send data? Your EHR may require you to take manual action to push the Rider’s data to Roundtrip. Confirm you are following all steps required by your organization to do so.
If all of these steps have been followed and the Rider Profile is still not populating in Roundtrip, submit a request to your internal IT Team to send another electronic message with the data.
My Rider’s Insurance is Not Populating
If you’re able to locate your Rider’s profile within Roundtrip but their insurance information is missing or incorrect, confirm these points to determine next steps:
- Is the correct insurance information showing in your EHR? Your EHR is the source of truth for Rider data. Confirm the insurance information is listed.
- Was the insurance information recently added or updated in your EHR? You may need to wait a few moments for all of the details to populate.
If all of these steps have been followed and the Rider Profile is still not populating in Roundtrip, submit a request to your internal IT Team to send another electronic message with the data.
Information on My Rider’s Profile is Incorrect or Needs Updating
If your organization is EHR integrated with Roundtrip, the EHR is regarded as the source of truth for the Rider’s data. If information on their Roundtrip Rider Profile is incorrect or outdated, this information will need to be updated within your EHR first. Once updated, this new information will flow into Roundtrip and will replace the old information on their Rider Profile.
Resolving Rider Profile Issues for Organizations with Eligibility Files
I’m Unable to Locate My Rider’s Profile
If there is no Rider Profile in Roundtrip for your rider, likely their record has not yet been uploaded by your organization via the eligibility file. To create a profile for your Rider within Roundtrip, your organization needs to include the rider's record on the eligibility file and send the new file to Roundtrip. Once the file is received and processed, the Rider Profile will be created for your Rider. We recommend reaching out to the appropriate contact or department within your organization for further assistance with these requests.
Information on My Rider’s Profile is Incorrect or Needs Updating
The information on the Rider Profile is supplied to Roundtrip by your organization via an eligibility file. This file is the source of truth for rider data and cannot be permanently edited by Roundtrip. If any Rider Profile details need updating, it must be done by your organization.
To update, your organization needs to correct the rider's record on the eligibility file and send a new file to Roundtrip. Once the file is received and processed, the Rider Profile will update to reflect the corrected information. We recommend reaching out to the appropriate contact or department within your organization for further assistance with these requests.
Resolving Rider Profile Issues for Non-Integrated Organizations
I’m Unable to Locate My Rider’s Profile
If your organization is not integrated for Rider data, you may need to manually create a profile for your Rider. If your organization allows manual rider creation, you can do so either on the “Riders” tab or during Step 1 of the Booking Flow. Click the “Add Rider” button and complete the requested fields to create a profile for your Rider. See this article for a more in-depth overview on adding Riders.
Note: Always confirm your Rider does not have an existing profile before creating a new one! This prevents duplicate profiles from being created.
Information on My Rider’s Profile is Incorrect or Needs Updating
You can easily update information on the Rider Profile at any time right if your organization is not integrated with Roundtrip. To do this, follow these steps:
- Navigate to the Rider Profile within Roundtrip that requires updating.
- Confirm you are aligned to the same group as your Rider.
- Click the “Actions” button.
- From the dropdown menu, click “Edit Profile”.
- Edit any fields that require an update and click “Update Rider” to save your changes.
Not seeing the “Edit Profile” option? This indicates that you are not currently aligned to the same group as your Rider. To proceed, you'll need to update your current group. Check the group name under the Rider's name and ensure it matches your group name displayed in the upper right corner of Roundtrip. To switch groups, click on your current group name in the upper right corner and select the correct one from the dropdown list.