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.

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