How to Submit ETAs and What Happens Next
Overview of how to submit an ETA on a ride and next steps, including reviewing ride details.
Once you’ve located an available ride in the Roundtrip Community that your company is available to take, you’ll need to submit an ETA. Continue reading to learn how and when you should submit an ETA:
Reviewing Ride Details
Before submitting an ETA for an available ride, please ensure you have thoroughly reviewed all ride details.
Examples of key information to review includes:
- Ride attributes (i.e. vehicle type, locations, pick-up times, etc.)
- Rider demographics (i.e. weight)
- Rider clinical needs (i.e. oxygen, wheelchair, etc.)
- Payer information
- Transport notes (i.e. driver instructions, number of stairs, etc.)
Dispatchers are responsible for reviewing all ride details prior to providing an ETA to confirm that your company can meet the transport requirements. In addition, always review the payer tab prior to submitting an ETA to ensure your company will not have issues with payment down the line.
What is the Ride Details Page?
As the name suggestions, the Ride 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 Ride 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 Ride Details Page
On the Trips Dashboard, you can navigate to the Ride 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 Ride Details Page to view all details for this ride. You can also click on any ride in the community to review the ride details.
How to Use the Ride Details Page
The Ride Details Page contains detailed information about each ride, making it essential to understand its key sections and features.
- Ride ID: The Ride ID is a unique identifier for your ride. There is a convenient copy icon next to the ride ID, which you’ll need when sharing rides with your team members or contacting Roundtrip support.
- 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.
- Transportation Details: Once a transport company is assigned their contact information will be shown here.
- 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. Additionally, the map will display the active ride share driver traveling to and from a riders pickup or drop-off.
- Ride Details: This section provides all in-depth details about a ride - more on this below.
Further down on the Ride Details Page, you’ll find additional details about the ride:
In the 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.
- Transport Details: this section provides the trip type (i.e. one way, round trip, etc.) and trip reason.
- Patient Info: 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. May include specific rider needs.
- Clinical Info: Medical needs, like procedure or oxygen needs are listed here.
- Attending Physician: This section will include the attending physician’s name from the booking facility if applicable.
- Facility Info: 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.
- 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.
- 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.
Submitting an ETA
Once you’ve confirmed that your company can meet the requirements for the requested ride, you are welcome to submit an ETA. Follow the instructions below to get started:
- Navigate to the Ride Details Page for the ride.
- Click “Submit ETA” in the upper right corner.
- A pop-up window will appear for you to enter your company’s ETA. Enter the soonest time your company is able to arrive at the requested pick-up location.
- Click “Submit” to send your ETA to Roundtrip.
- Success! You’ve submitted your ETA for the ride. See the “What Happens Next” section below for more details on what occurs after you’ve responded to the ride.
Responding to Additional Legs of a Round Trip within the ETA Submission Modal
If a ride that you are responding to is part of a round trip, you may be able to submit an ETA on the additional leg within the ETA Submission Modal (if the other leg is available). The experience may look slightly different depending on whether the additional leg has a set ride time or is scheduled as a will call:
Rides with a Set Ride Time
If your company would like to respond to the additional leg of the trip, simply click on the toggle in the ETA Submission Modal. This will expand the modal to allow you to submit an ETA on the additional leg at the same time. You can also click “View ride” to view the Trip Details page for the additional leg.
Rides Scheduled as a Will Call
If your company is able to accommodate a will call return ride, simply click on the toggle in the ETA Submission Modal to indicate that you’d like to respond to both rides. If your company is awarded the outbound ride, you’ll automatically be assigned the will call return ride as well.
Submitting ETAs through Quick Actions
From the Community Dashboard, you can also respond to rides without navigating to the Trip Details page.
Use Quick Actions to quickly respond to available rides right from the dashboard. To get started, click on the “⋮” next to any available ride in the Community to open the Quick Actions menu. Select the most appropriate action from the provided list to submit an ETA or decline the ride.
What Happens Next
Once your company’s ETA is submitted for a ride, the status badge will update to “Responded” on the Community page.
No further action is needed on your end until the ride is awarded. Depending on the ride’s status at the time of your submission, the path for the ride to be awarded may vary:
ETA Submission Windows
When a ride initially becomes available in the Community, all Transportation Companies in the service area will be alerted via their preferred notification method. There is a window of time where Roundtrip will collect ETA submissions from other Transportation Companies before awarding the ride. This window of time, called the ETA Submission Window, can vary by client. You can easily identify rides still in the ETA Submission Window based on the status badge - these rides will have a countdown timer displayed.
Once the timer ends, Roundtrip will automatically review all ETA submissions and award the ride to the company with the best ETA submission. If no ETA submissions were received, the ride will remain in the Community to be reviewed by the Transportation Companies in the area. These rides will no longer have a timer displayed with their status badge.
If the ride is still available following the end of the ETA Submission Window, the ride will be awarded immediately to any Transportation Company that submits an ETA.
Ride is Not Awarded
If your company submitted an ETA for a ride but was not awarded the ride, you will receive a notification via your preferred notification method. The ride will no longer show in your Community once it has been awarded to another company.
Ride is Awarded
If your company's ETA submission is selected as the best, you will be notified via your preferred method, confirming that your company has been awarded the ride. The ride will no longer show in your Community but will now be visible on the Rides page. The status badge will also update to “Assigned”.
Once your company is assigned a ride, the next step is fulfilling the transport and updating the ride status within Roundtrip.
