Version. LOGISTICARE SOLUTIONS WellRyde, The Ultimate Solution. Self-help Troubleshooting Guide

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1 Version 2 LOGISTICARE SOLUTIONS WellRyde, The Ultimate Solution Self-help Troubleshooting Guide

2 Disclaimer Information in this document, including URL or other Internet Web site references, is subject to change without notice. The example companies, people, facilities or other organizations depicted herein are fictitious. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of LogistiCare Solutions, LLC. LogistiCare may have patents, patent applications, trademarks, copyrights or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from LogistiCare, the furnishing of this document does not give you any license to these patents, trademarks or other intellectual property. Copyright Notice Copyright LogistiCare Solutions, LLC. All rights reserved. WellRyde is owned and powered by nuvizz INC. All Rights reserved Copyright Document Revision History Document Date Revision 01/15/2018 Revised user guide format LogistiCare Solutions, LLC i

3 Table of Contents Introduction...1 How-To Section Logging into WellRyde.3 Retrieving Forgotten Passwords....3 Integration Set-up...5 Setting the Time Zone. 7 Request Downloads..9 Updating a Will Call Trip.11 Creating a New User...12 User Role Definitions 13 Disabling an Account 14 Complete Billable Trips 15 Billing Through WellRyde (Step 1) Process ATMS Batching (Step 2) 16 Troubleshooting Section Logging into WellRyde Dispatcher Unable to Log In...21 Driver Unable to Log In..24 Integration Set-Up Authentication Failed 26 Request Downloads I don t See My New Driver/Vehicle.28 I Can t Download My Trips 28 I Can t See My Trips o Dispatcher 29 o Driver..31 o Trips Showing Incorrect Times LogistiCare Solutions, LLC ii

4 Complete Billable Trips Errors about Will Call Times 33 Errors about Duplicate Trips...33 Error During Processing.34 Trips Returned as Unpaid.35 I Don t See My Trips in ATMS Batching 35 Glossary LogistiCare Solutions, LLC iii

5 INTRODUCTION Introduction The Self-help Troubleshooting Guide explains the main functions and use of WellRyde. Since its early implementation the LogistiCare WellRyde Core team has documented many of the commonly asked questions or issues that users face across the LogistiCare Provider Network. Based on these experiences, this guide was developed to assist WellRyde users to overcome these obstacles by following simple troubleshooting steps. Friendly Reminders: As always, we encourage you to visit the WellRyde information site at This website contains useful information about the software program. In addition, online courses and videos are offered for the driver and the dispatcher with user guides, job aides and other helpful printable documents. To access the WellRyde portal ( as a first time user, you must sign up for the service and fill out certain Electronic Data Interchange (EDI) forms. Please contact your LogistiCare local operations for more information. The system can be accessed on any Windows PC or Mac computer with an Internet connection and requires Google Chrome (most preferred), Mozilla Firefox or Safari web browser. The portal uses security and encryption to protect the transmission of sensitive data across the World Wide Web. If at the end of this document, you are unable to resolve your issue please reach out to your LogistiCare local operations for further assistance. We continue to improve and update all materials related to WellRyde therefore encourage as much feedback from the user as possible LogistiCare Solutions, LLC 1

6 HOW-TO SECTION LogistiCare Solutions, LLC 2

HOW-TO: LOGGING INTO WELLRYDE How-To LOGGING INTO WELLRYDE Access the WellRyde Dispatch Portal by visiting the website at www.wellryde.com.

Info: Company Code Username Password Please note that the first time you sign into the Dispatcher Portal, you will be asked to complete (5) five security questions.

7 HOW-TO: LOGGING INTO WELLRYDE How-To LOGGING INTO WELLRYDE Access the WellRyde Dispatch Portal by visiting the website at Make sure you see the WellRyde logo on the upper right corner. Remember WellRyde only works with the following internet browsers (i.e. Google Chrome, Firefox, and Safari) Enter your assigned Login Info: Company Code Username Password Please note that the first time you sign into the Dispatcher Portal, you will be asked to complete (5) five security questions. These will be saved and used to help retrieve your password if it is forgotten at any time. You may be prompted to change your password the first time you log into the portal for security purposes. Retrieving Forgotten Passwords To reset a password 1. From the login screen, click the Did you forget your password? link. 2. Enter the Company Code and User Name LogistiCare Solutions, LLC 3

8 HOW-TO: LOGGING INTO WELLRYDE You can reset your password by selecting the option to have a reset password link ed to you or by choosing to answer the security questions for password reset. Remember A valid must be included in your user profile to reset your password via If no , try to answer the Security Questions LogistiCare Solutions, LLC 4

HOW-TO: INTEGRATION SET-UP How-To INTEGRATION SET-UP Integration is the process of linking WellRyde to LogistiCare so that both systems work together as a whole.

The authorization of accessing the LogistiCare system is what is called Authentication.

9 HOW-TO: INTEGRATION SET-UP How-To INTEGRATION SET-UP Integration is the process of linking WellRyde to LogistiCare so that both systems work together as a whole. The connection between the two systems must be made by an authorized credentialed user of the LogistiCare web portal ( The authorization of accessing the LogistiCare system is what is called Authentication. This authorization process allows the company to download trips, drivers and vehicles in addition to completing online billing. To Integrate (link both systems) and Authenticate (authorize access) WellRyde: 1. From this screen, click on Authenticate. 1. Go to Settings, then click on LogistiCare Integration Setup. 2. From this screen, click on Authenticate LogistiCare Solutions, LLC 5

HOW-TO: INTEGRATION SET-UP 3. Enter your valid LogistiCare web portal credentials, then click on Grant. 4. A successful authentication will show Authenticated in bold black letters as shown below.

Scenario 1: As you know, the password to the LogistiCare portal expires every 90 days to maintain HIPAA compliance.

10 HOW-TO: INTEGRATION SET-UP 3. Enter your valid LogistiCare web portal credentials, then click on Grant. 4. A successful authentication will show Authenticated in bold black letters as shown below. There are three scenarios as to when and why you will have to re-authenticate WellRyde with the LogistiCare portal. Scenario 1: As you know, the password to the LogistiCare portal expires every 90 days to maintain HIPAA compliance. When the login credentials are changed in the LogistiCare portal, it must be updated in WellRyde as well. Re-authenticate by following the steps above with the new password. Scenario 2: After seven (7) days of inactivity in WellRyde, the LogistiCare portal will break the connection to protect HIPAA. To renew the connection, re-authenticate by following the steps above LogistiCare Solutions, LLC 6

HOW-TO: INTEGRATION SET-UP Scenario 3: The LogistiCare portal credentials that are utilized to make the connection with WellRyde, will be the only person that can view and process batches in the

11 HOW-TO: INTEGRATION SET-UP Scenario 3: The LogistiCare portal credentials that are utilized to make the connection with WellRyde, will be the only person that can view and process batches in the LogistiCare portal for final billing. If the batch verifier needs to change, re-authenticate by following the steps above with another person s LogistiCare portal credentials. For example, Tony Stark authenticated with his LogistiCare portal login credentials. Therefore, he will be the only one that can verify batches for final billing. Tony is going on vacation and needs Natasha Roman to verify batches. Tony should verify any pending batches under his portal login credentials before leaving for vacation and then Natasha will need to re-authenticate with her LogistiCare portal login credentials so she can verify batches for final billing while Tony is away. Upon Tony s return from vacation, he will simply need to repeat the process of reauthentication once again so that he can resume the duties of verifying batches. Setting the Time Zone Once integration and authentication is completed, the user will need to confirm their time zone. This will allow for the correct time formats to be displayed in WellRyde. To Set the Time Zone 1. From the authentication screen, click on the Time Zone tab. 2. Next, click on Confirm Time zone. 3. Next, adjust the time zone preference by going to the Settings Menu found on the upper right corner LogistiCare Solutions, LLC 7

12 HOW-TO: INTEGRATION SET-UP 4. Next, select Time Zone and Language Preference. 5. Then select the correct time zone based on your location information. Click OK to accept LogistiCare Solutions, LLC 8

Go to Transport; then click on Trip. 2. On the right side of the screen, you will find two drop down boxes. a.

13 HOW-TO: REQUEST DOWNLOADS How-To REQUEST DOWNLOADS After Authentication and setting the Time zone preferences in WellRyde, the user can begin downloading trip information such as Trips, Users (Drivers) and Vehicles. To Download Trip Info 1. Go to Transport; then click on Trip. 2. On the right side of the screen, you will find two drop down boxes. a. The Target Company is: LogistiCare b. Request the item(s) you would like to download into WellRyde. 3. Check the bell notification for the status of your request LogistiCare Solutions, LLC 9

14 HOW-TO: REQUEST DOWNLOADS Remember Any new drivers or vehicles added to your fleet must be downloaded once compliance is completed through LogistiCare. The driver s login information is defaulted as: Company Code: Same as the one provided to you Username: First Initial + Full Last Name (ex: Ruby Stephens RStephens) Temp Password: Password Tip: Today s Trips, Users and Vehicles should be downloaded daily to ensure you receive the most up-to-date information from the LogistiCare systems. When you begin to execute your trips, don t forget the life cycle of trips by remembering the Trip Status Definitions LogistiCare Solutions, LLC 10

This will allow the Scheduled Pick Up time to be included in the trip for a successful billing process. 1.

15 HOW-TO: UPDATING A WILL CALL TRIP How-To UPDATING A WILL CALL TRIP (IF APPLICABLE TO YOUR MARKET) A dispatcher can update the Will Call time of a trip in case the rider contacts the company directly. This will allow the Scheduled Pick Up time to be included in the trip for a successful billing process. 1. To update a Will Call time, select the Will Call trip. 2. Then click on Update Will Call. 3. The Will Call time will populate one hour from the time of the click. 4. Click Save LogistiCare Solutions, LLC 11

On the lower left of the screen, click on the Green plus sign to add a new user account. 3.

16 HOW-TO: CREATING A NEW USER How-To CREATING A NEW USER (NON-DRIVERS) A WellRyde user with MemberAdmin rights can add and manage account information for any users (including drivers) and vehicles. 1. Go to Manage Users; then select Manage Users. 2. On the lower left of the screen, click on the Green plus sign to add a new user account. 3. There are four required fields that must be completed to save a new account profile: a. User Name b. First and Last Name c. Temporary Password d. for Password Reset Purposes LogistiCare Solutions, LLC 12

HOW-TO: CREATING A NEW USER 4. Scroll further down the page and check the boxes shown then click Save. a. Enabled Allows the user to access WellRyde. b. Password Never Expires Allows the user to maintain the same password until it is changed.

The next screen will allow you to select the User Roles based on what they will do in WellRyde then click Save. Tip: Below are examples of user roles based on the position of the user in the company.

17 HOW-TO: CREATING A NEW USER 4. Scroll further down the page and check the boxes shown then click Save. a. Enabled Allows the user to access WellRyde. b. Password Never Expires Allows the user to maintain the same password until it is changed. c. Force to update password on next login If a temporary password is given, select this box to allow the user to update the password at the initial login. 5. The next screen will allow you to select the User Roles based on what they will do in WellRyde then click Save. Tip: Below are examples of user roles based on the position of the user in the company. User Role Definitions DI Integration: Allows the user to authenticate to verify batches in the LogistiCare portal. DI Dispatcher: Allows the user to dispatch trips. MemberAdmin: Allows the user to change settings in WellRyde as well as reset passwords in user profiles. DI User/Inquire: Read only access. The user is unable to perform any functions in WellRyde. DI Driver: Allows the user to access the driver application and receive trip assignments. Automatically given by LogistiCare once credentialed LogistiCare Solutions, LLC 13

18 HOW-TO: CREATING A NEW USER Common Positions in Companies A Biller may have: DI-Integration, DI-Dispatcher and MemberAdmin A Dispatcher may have: DI-Dispatcher and MemberAdmin (if they are expected to reset passwords) A Driver: A credentialed driver will automatically be given DI-Driver when the driver is downloaded in WellRyde. Remember New drivers are downloaded in WellRyde after compliance is complete. To Disable a WellRyde User Account If you have an employee that has been terminated, you can disable their account in WellRyde to disallow their access. 1. Open a user s account by clicking on the wrench. 2. Uncheck the Enabled box then click on Save. Remember If the terminated employee is a driver or someone who was given LogistiCare login credentials, please ensure to communicate with your local operations to disable their profile in the LogistiCare systems LogistiCare Solutions, LLC 14

HOW-TO: COMPLETE BILLABLE TRIPS How-To COMPLETE BILLABLE TRIPS Billing through WellRyde (Step 1) Once trips are completed by the drivers, trips can be billed in a two-step process.

19 HOW-TO: COMPLETE BILLABLE TRIPS How-To COMPLETE BILLABLE TRIPS Billing through WellRyde (Step 1) Once trips are completed by the drivers, trips can be billed in a two-step process. To complete Step One in Billing (through WellRyde) 1. Go to Transport, then Billing. 2. Select the trips you want to complete billing then click on Update Billed Amount LogistiCare Solutions, LLC 15

HOW-TO: COMPLETE BILLABLE TRIPS 3. Enter the dollar amount you expect to be paid. 4. Choose to Save or Save and Submit. a. Save This option only saves the dollar amount entered and it is kept in WellRyde.

Once a trip is sent into a batch, you cannot un-batch the trip. Process ATMS Batches (Step 2) To complete Step Two in Billing (through LogistiCare) 1.

20 HOW-TO: COMPLETE BILLABLE TRIPS 3. Enter the dollar amount you expect to be paid. 4. Choose to Save or Save and Submit. a. Save This option only saves the dollar amount entered and it is kept in WellRyde. An example would be saving the dollar amount for a mileage correction pending approval from LogistiCare. b. Save and Submit This option sends trips to the LogistiCare portal into a batch. Once a trip is sent into a batch, you cannot un-batch the trip. Process ATMS Batches (Step 2) To complete Step Two in Billing (through LogistiCare) 1. In the LogistiCare web portal, go to Billing then select Process ATMS Batches LogistiCare Solutions, LLC 16

WellRyde will send trips into the same batch for up to 3 days. If the batch has not been closed, on the third day a new batch will be opened.

21 HOW-TO: COMPLETE BILLABLE TRIPS Tip: WellRyde will open a batch for you. Things to remember about batches in the LogistiCare web portal: Batches can only hold less than 500 trips. Going over 500 will cause the extra trips to be lost. WellRyde will send trips into the same batch for up to 3 days. If the batch has not been closed, on the third day a new batch will be opened. It is likely that you will have multiple opened batches by the end of the week. 2. Open the Batch ID to check for errors. (Marked in RED) 3. Click on the Trip IDs marked in RED to correct the error. Then click Submit when complete LogistiCare Solutions, LLC 17

Select the batch you wish to close then click on Finish Selected Batches. 5.

22 HOW-TO: COMPLETE BILLABLE TRIPS Tip: This is a great opportunity to complete missing VIN numbers (if a driver fails to update the vehicle on the mobile app) or update Rider Call Times for Will Call Trips. 4. Select the batch you wish to close then click on Finish Selected Batches. 5. Attest to the certification statement. 6. Select the Batch ID then click on Download Trip Log LogistiCare Solutions, LLC 18

HOW-TO: COMPLETE BILLABLE TRIPS 7. This is your opportunity to either save your trip log electronically on an external hard drive or cloud storage.

23 HOW-TO: COMPLETE BILLABLE TRIPS 7. This is your opportunity to either save your trip log electronically on an external hard drive or cloud storage. Or you may print it to keep in your paper filed records. Tip: The payment schedule remains the same. However, there s no need to rush to the post office and pay a hefty fine to mail your trip logs as everything has been electronically processed to LogistiCare for payment LogistiCare Solutions, LLC 19

24 TROUBLESHOOTING SECTION LogistiCare Solutions, LLC 20

25 TROUBLESHOOTING: LOGGING INTO WELLRYDE TROUBLE SHOOT LOGGING INTO WELLRYDE Issue: The user is having difficulty logging into the WellRyde Dispatch Portal. Let s find out if Are you using the Google Chrome browser (not on a mobile device)? Remember WellRyde only works with the following internet browsers (i.e. Google Chrome, Safari, and Firefox) Do you know your login credentials? Has an account been created for you? Remember You must know the Company Code, User Name, and Password. Another WellRyde user with MemberAdmin rights can create an account for you. (Creating a New User, p. # 12) Are you a dispatcher or a driver? Remember If you are a driver, you will not have access to the Dispatch Portal unless you are given the user role of a dispatcher in your profile. A WellRyde user with MemberAdmin rights can add user roles to your account profile. (Creating a New User, p. # 12) LogistiCare Solutions, LLC 21

TROUBLESHOOTING: LOGGING INTO WELLRYDE Let s perform some troubleshooting tips To reset a password 1. From the login screen, click the Did you forget your password?

(Creating a New User, p. # 12) 2. If no email, try to answer the Security Questions.

26 TROUBLESHOOTING: LOGGING INTO WELLRYDE Let s perform some troubleshooting tips To reset a password 1. From the login screen, click the Did you forget your password? link. o Did you get an to reset your password? Remember A valid must be included in your user profile to reset your password via . (Creating a New User, p. # 12) 2. If no , try to answer the Security Questions. To unlock an account or change a password If the reset or security questions don t work, have another WellRyde user with MemberAdmin rights log in and go to Manage Users to unlock your account or change the password LogistiCare Solutions, LLC 22

27 TROUBLESHOOTING: LOGGING INTO WELLRYDE 1. Go to Manage Users, then select Manage Users. 2. Open the user profile by clicking on the wrench. 3. Click on Change to change the password directly in the profile. Or update the address and click on Reset to have a link sent to the . Tip: If the password is changed to a Temporary Password, check the box for Force to update password on next login. This will force the user to update their password. 4. If the account is locked, uncheck the box for Account Locked? Tip: Make sure the Enabled box is also checked. This allows the user to access WellRyde. To check the user roles under a profile go to Creating a New User, p. # 12. Remember A WellRyde user must have the appropriate user roles in order to access the dispatch portal or the driver app. In other words, a driver with only a driver role cannot access the dispatch portal LogistiCare Solutions, LLC 23

28 TROUBLESHOOTING: LOGGING INTO WELLRYDE Issue: The user is having difficulty logging into the WellRyde Driver App. Let s find out if Is the driver credentialed? (confirm with LogistiCare) Remember When a driver becomes non-compliant, their access to WellRyde is disabled. (Request Downloads, p. # 9) Is the driver still employed by you or is this a new driver? Remember A new driver must complete the compliance procedures through LogistiCare. Once they become a credentialed driver, they can be downloaded into WellRyde. Their profile will automatically be created. (Request Downloads, p. # 9) Has driver forgotten their password? Does the mobile application display the current WellRyde version number? Remember If the device is not set to auto-update, the application will not work after 3 versions old. Let s perform some troubleshooting tips To reset a password LogistiCare Solutions, LLC 24

TROUBLESHOOTING: LOGGING INTO WELLRYDE Remember The email option only works if the driver has a valid email address included in the user account. (Creating a New User, p.

29 TROUBLESHOOTING: LOGGING INTO WELLRYDE Remember The option only works if the driver has a valid address included in the user account. (Creating a New User, p. # 12) Otherwise, the driver may answer the Security Questions. Tip: A WellRyde user with MemberAdmin rights can reset the driver s password. (Manage Accounts) To update the application to the latest version 1. Ensure the driver is always using the latest version, set the application to autoupdate. Tip: The version of the application is found on the login screen on the lower left LogistiCare Solutions, LLC 25

30 TROUBLESHOOT: INTEGRATION SET-UP TROUBLE SHOOT INTEGRATION SET-UP Issue: Authentication Failed Let s find out if Do you have the correct user role for integration? Remember - The person who will be performing the authentication must also have the user rights in WellRyde, DI-Integration. You can add this user role under the user s profile account. (Creating a New User, p. # 12) Do you have the correct login information for LogistiCare s web portal? Did you get a password expiration notification on the LogistiCare web portal? Remember - There are 3 circumstances as to when and why you will have to reauthenticate. Scenario 1- Seven (7) Days of Inactivity in WellRyde After the initial authentication, if the user is inactive in WellRyde (meaning you do not log in and/or download trips), the LogistiCare systems will remove the connection to protect HIPAA. Scenario 2- The Password to the LogistiCare Web Portal has Changed If the password to the LogistiCare web portal has been changed, it must also be updated in WellRyde. These credentials must always match between WellRyde and LogistiCare to maintain the connection LogistiCare Solutions, LLC 26

TROUBLESHOOT: INTEGRATION SET-UP Scenario 3- The Biller for Batch Verification has Changed As you learned during the set-up workshop, the person who has

If this responsibility has changed, another person in your company with valid credentials to the LogistiCare web portal may authenticate.

31 TROUBLESHOOT: INTEGRATION SET-UP Scenario 3- The Biller for Batch Verification has Changed As you learned during the set-up workshop, the person who has authenticated and created the connection between the two systems is the only person that can view and verify batches in the LogistiCare web portal. If this responsibility has changed, another person in your company with valid credentials to the LogistiCare web portal may authenticate. This will override the old credentials with the new. Login credentials must match! **Once the above has been corrected, retry to authenticate. (Integration Set-up, p. # 5) LogistiCare Solutions, LLC 27

32 TROUBLESHOOT: REQUEST DOWNLOADS TROUBLE SHOOT REQUEST DOWNLOADS Issue: I Don t See My New Driver & Vehicle Let s find out if Have you completed the process for submitting your credentialed drivers and vehicles to LogistiCare? Remember When onboarding a new driver or vehicle to your fleet, you must complete the compliance process. Once the new driver or vehicle is compliant through LogistiCare, you can download their information into WellRyde. (Request Downloads, p. # 9) Have you authenticated? (Integration Set-up, p. # 5) Remember A WellRyde user must have DI-Integration user role in their account profile to perform the authentication. (Creating a New User, p. # 12) If you have been inactive for 7 days or more in WellRyde, you will have to renew the connection between WellRyde and the LogistiCare systems by re-authenticating. (Integration Set-up, p. # 5) Issue: I Can t Download My Trips Let s find out if Are you able to log into the LogistiCare web portal? Did you get a password expiration notification on the LogistiCare web portal? Remember If the password to the LogistiCare web portal has been changed, it must also be updated in WellRyde. These credentials must always match between WellRyde and LogistiCare to maintain the connection LogistiCare Solutions, LLC 28

TROUBLESHOOT: REQUEST DOWNLOADS Have you successfully downloaded trips in the past using WellRyde? Remember Check the bell notification for the status of your request.

33 TROUBLESHOOT: REQUEST DOWNLOADS Have you successfully downloaded trips in the past using WellRyde? Remember Check the bell notification for the status of your request. If you received an error message, you may need to reauthenticate. (Integration Set-up, p. # 5) Do you have the correct user role for authentication? When was the last time you authenticated? Remember After the initial authentication, if the user is inactive in WellRyde (meaning you do not log in and/or download trips), the LogistiCare systems will remove the connection to protect HIPAA. You will have to re-authenticate. (Integration Set-up, p. # 5) Issue: I Can t See My Trips (Dispatcher) Let s find out if Are you a Driver or Dispatcher? Remember If you are a driver, you will not have access to the Dispatch Portal unless you are given the user role of a dispatcher in your profile. A WellRyde user with MemberAdmin rights can add user roles to your account profile. (Creating a New User, p. # 12) Let s perform some troubleshooting tips Check the LogistiCare web portal to confirm the correct number of trips. WellRyde and the LogistiCare systems should match. Have you authenticated? Remember After the initial authentication, if the user is inactive in WellRyde (meaning you do not log in and/or download trips), the LogistiCare systems will remove the connection to protect HIPAA. You will have to re-authenticate. (Integration Set-up, p. # 5) Have you downloaded trips? LogistiCare Solutions, LLC 29

TROUBLESHOOT: REQUEST DOWNLOADS Remember You must request a download from the LogistiCare systems as trips are not automatically sent into WellRyde. (Request Downloads, p.

34 TROUBLESHOOT: REQUEST DOWNLOADS Remember You must request a download from the LogistiCare systems as trips are not automatically sent into WellRyde. (Request Downloads, p. # 9) Have you checked your Filter settings? Are you filtering trips for the correct date, trip status, LOS, etc.? Did you click the (blue) Search button to refresh your search? Check your filter settings and make sure they are not set to a specific search filter. This can prevent you from viewing the types of trips you are looking for. To check your filter settings 1. Click on Search to expand the Filter/Search panel LogistiCare Solutions, LLC 30

TROUBLESHOOT: REQUEST DOWNLOADS 2. Next, check your filter settings and make sure the settings are correct. Tip: If the filter setting is on Tomorrow s View you will not be able to see today s trips.

35 TROUBLESHOOT: REQUEST DOWNLOADS 2. Next, check your filter settings and make sure the settings are correct. Tip: If the filter setting is on Tomorrow s View you will not be able to see today s trips. Issue: I Can t See My Trips (Driver) Let s find out if Are you logged into the WellRyde mobile app? Do you have trips assigned? Tip: Ask the Dispatcher if trips have been assigned to you for the day. Are there trips in your Future tab (trips for tomorrow)? Remember Drivers can view assigned trips on the WellRyde mobile app up to 3 days in advance. Did you already complete the trips? Did the Dispatcher cancel or unassign the trip? LogistiCare Solutions, LLC 31

TROUBLESHOOT: REQUEST DOWNLOADS Remember Trips that have been completed, canceled or unassigned will be removed from the driver s mobile app. Have you clicked on the Refresh button?

36 TROUBLESHOOT: REQUEST DOWNLOADS Remember Trips that have been completed, canceled or unassigned will be removed from the driver s mobile app. Have you clicked on the Refresh button? Are you in an area with no cell data service such as a dead zone? Remember Any trips assigned to the driver while in a dead zone area will not be received on the device until the driver moves to an area with cell data service. The driver can click on the Refresh button, to receive up-to-date information. Issue: My trips are showing the incorrect time after we changed our clocks. How do I fix it? Let s find out if Have you confirmed your time zone is correct in WellRyde? Have you adjusted any of Time zone preferences? *See Setting the Time Zone, p. # LogistiCare Solutions, LLC 32

TROUBLESHOOT: COMPLETE BILLABLE TRIPS TROUBLE SHOOT COMPLETE BILLABLE TRIPS Issue: I keep getting an error message about Will Call times during ATMS batching.

37 TROUBLESHOOT: COMPLETE BILLABLE TRIPS TROUBLE SHOOT COMPLETE BILLABLE TRIPS Issue: I keep getting an error message about Will Call times during ATMS batching. How do I prevent the errors from occurring? Let s find out if Do you have the correct user role for dispatching? (Creating a New User, p. # 12) Do you have trips scheduled for today? (Request Downloads, p. # 9) Do you have a B-Leg will call trip scheduled for today? Let s perform some troubleshooting tips There are three scenarios to consider: Scenario 1: The member contacts LogistiCare directly If the member contacts LogistiCare, the LogistiCare agent will update the Will Call time on the reservation. Once the agent contacts you for the update, you can download the update in WellRyde. (Request Downloads, p. # 9) *If the driver is assigned a Will Call trip without a time, the driver app will automatically update the new time once the dispatcher downloads the update in WellRyde. Scenario 2: The member contacts the Dispatcher directly If the member contacts the dispatcher directly, the Will Call time can be updated through WellRyde. (Updating a Will Call Trip, p. # 11) *If the driver is assigned a Will Call trip without a time, the driver app will automatically update the new time once the dispatcher updates the Will Call time through WellRyde LogistiCare Solutions, LLC 33

38 TROUBLESHOOT: COMPLETE BILLABLE TRIPS Scenario 3: The member contacts the Driver directly If the member contacts the driver directly, the driver is able to complete the trip successfully through the driver app. However the driver WILL NOT be able to update the Will Call time. At Step Two of Billing, the biller can update the Ride Call time for any missing Scheduled Pick-Up times. (Billing through WellRyde, p. # 15) Issue: When doing my billing, I keep getting error messages about duplicate trips. What am I doing wrong? Let s find out if Who is assigned to do the billing within the organization? How do you normally do your billing? o Are you submitting billable trips both electronically through WellRyde and mailing/faxing them to LogistiCare s claims office at the same time? Remember - Billable trips cannot be submitted both electronically and by paper otherwise LogistiCare will place an error in ATMS batching for duplicate submissions. Issue: I m receiving an Error During Processing message in the Transportation Provider Portal after saving and submitting my trips in WellRyde. What am I doing wrong? Let s find out if How do you normally do your billing? How many billable trips were submitted into a single ATMS batch? Remember a batch can only handle less than 500 trips in a batch. *See Process ATMS Batches, p. # LogistiCare Solutions, LLC 34

39 TROUBLESHOOT: COMPLETE BILLABLE TRIPS Issue: My trips keep being returned to me as unpaid. Please help so I can pay my drivers. Let s find out if How do you normally do your billing? What do you do when trips have an error? Do you close out and finish your selected batches while trips still have red hyperlinks indicating billable trip errors? Remember Be sure to always open your batch to look for any RED errors on individual trips. Any trips in a batch that are submitted with RED errors will be immediately denied. *See Process ATMS Batches, p. # 16 Issue: I want to bill electronically but I don t see my trips in the ATMS batching. Let s find out if Who is Authenticated in WellRyde? Have the trips been completed in WellRyde? Remember Trips completed by paper Driver Log must be billed using the legacy method. (The old way, in which you mail your driver logs to your Claims Dept.) Have you saved and submitted all billable trips? Remember The LogistiCare portal credentials that are utilized to make the connection with WellRyde, will be the only person that can view and process batches in the LogistiCare portal for final billing. If the batch verifier needs to change, re-authenticate by following the steps above with another person s LogistiCare portal credentials. *See Integration Set-up, p. # LogistiCare Solutions, LLC 35

40 GLOSSARY GLOSSARY It is important to understand some of the common language used in this document. These terms are defined here to ensure all readers have the same understanding of the vocabulary. Term Android App Store Apple Application (App) Application Close Assign/Re-Assign Driver Assigned Automated Transportation Management System (ATMS) Authentication Definition is a mobile operating system developed by Google. It is used by several smartphones, such as the Motorola Droid, the Samsung Galaxy, and Google's own Nexus One. an online marketplace where users of smartphones and other mobile devices can browse, purchase, and download applications, or "apps", that augment the capabilities of their devices. creator of the iphone. The Apple device allows data and applications to be sent to the phone wireless or via Apple's itunes software, which is used to organize music, videos, photos and applications. is a computer program designed to perform a group of coordinated functions, tasks, or activities for the benefit of the user. the process to permanently shut down an application. Most apps don't exit completely if you leave them, and no app should exit if you leave it via the "Home" button. Moreover, some apps have background services running which the user otherwise cannot quit. There are ways to force close an app to resolve app issues. the action button that assigns/re-assigns a trip to a selected driver. the Trip Status indicating the trip request is assigned to a driver by the dispatcher. is an integrated web-based logistics management system allowing users to manage inbound and outbound deliveries by highway, rail, and air. is a process in which the credentials provided are compared to those on file in a database on a local operating system (such as the LogistiCare Portal). If the credentials match, the process is completed and the user is granted authorization for access. For example, authentication between LCAD and WellRyde ensures that the individual using the WellRyde program is recognized by the LogistiCare LogistiCare Solutions, LLC 36

41 GLOSSARY Automatic Vehicle Locator (AVL) Batch Billed Cancel Cancelled Completed Data Plan Filter Force Close GPS Hyperlink In-Progress Integration LogistiCare Transportation Provider Portal a means for automatically determining and transmitting the geographic location of a vehicle. This data, from one or more vehicles, may then be collected by a vehicle tracking system to manage an overview of vehicle travel. a list of billable trips you wish to invoice for payment. the Trip Status indicating completed trips are billed and sent to Transportation Provider Portal for Batch Verification the action button that will cancel a trip when transportation is no longer needed by the rider. the Trip Status indicating a trip has been cancelled by the dispatcher or the driver. the Trip Status indicating a trip is successfully completed by the driver via the mobile app. a monthly subscription to a cellular or other wireless carrier for the transfer of data over its network. It may be an unlimited-use plan or based on the actual amount of data transferred. is a feature used in WellRyde to narrow information to specific selected criteria. For example, selecting the Filter setting "Today's Trips" will narrow information to select only to view trips for today. forces the app to stop either due to a hang-up or glitch or you possibly need it to restart. is a technical marvel made possible by a group of satellites in earth orbit that transmit precise signals, allowing GPS receivers to calculate and display accurate location, speed, and time information to the user. is a highlighted word or picture in a document or web page that you can click on with a computer mouse to go to another place in the same or a different document or web page. the Trip Status indicating the driver has accepted the trips from his mobile app or initiated the PU or initiated the DO. is the process of bringing together the component subsystems into one system (such as linking WellRyde with LogistiCare) and ensuring that the subsystems function together as a system to act as a coordinated whole. this website that allows LogistiCare contracted Transportation Providers to download trip manifests and complete billing. (transportationco.logisticare.com) LogistiCare Solutions, LLC 37

42 GLOSSARY Location Services Mobile App Operating System Re-Assigned Reject/Reroute Reserved Screenshot Suspended UnAssign Driver Update Will Call Users Version WellRyde Dispatch Portal Will Call real-time geo-data from a mobile device or smartphone to provide information about location. is a software application developed specifically for use on small, wireless computing devices, such as smartphones and tablets, rather than desktop or laptop computers. is specifically designed to run on mobile devices such as mobile phones, smartphones, PDAs, tablet computers and other handheld devices. Example: ios, Android, Windows, BlackBerry the Trip Status indicating that a 'Suspended' trip is assigned to a different driver. the action button that allows the Transportation Provider to send a trip request back to LogistiCare due to the inability to fulfill the trip request of the rider. the Trip Status indicating trips are assigned to the Transportation Provider by LogistiCare. These trips are ready to be assigned to a driver. the ability to snap a picture of what you re looking at on your smartphone. the Trip Status indicating the trip was previously in an 'Inprogress' state however is un-assigned from a driver. The trip will remain in a 'Suspended' state until a new driver is assigned. the action button that un-assigns a trip from a selected driver. the action button that automatically enters a time to a Will Call trip one hour from the request. *The times can be manually adjusted before saved. any authorized person with login credentials to access WellRyde. This includes Drivers, Dispatchers, Administrators, etc. the numerical number given to an app or software when being released to the consumer. this is the WellRyde website dispatchers will use to access and manage their trips: downloading trip, vehicle and driver information, assigning trip assignments to drivers and process billing. Login credentials are required to access this site. ( the time of a trip is left open (meaning the rider will call when they are ready for pick-up to their next destination) LogistiCare Solutions, LLC 38

43 GLOSSARY Colors in WellRyde Black Vehicle Blue Vehicle Red Vehicle Gray Vehicle Green Map Marker Blue Map Marker Purple Map Marker Definition Driver is logged into WellRyde Mobile app however no LogistiCare Trips are assigned Driver is on-time with trip assignments Driver is delayed with completing trip assignments Driver may be logged out or out of data service range. Signifies last known location Signifies the drop-off location of the trip Signifies the pick-up location of the trip Signifies two or more trips share the same timeframe LogistiCare Solutions, LLC 39