We are proud to profile a number of our team members spearheading growth and innovation at Roundtrip. Check out the rest of the series to meet our team.
Who is Katie Gonzalez?
Katie Gonzalez is Roundtrip’s Customer Enablement Manager. Katie’s background in education ignited her passion for helping people of all ages master new tools with confidence. Today, she creates customer education, onboarding, and just-in-time knowledge resources that simply complex topics and help users get the most out of their technology.
Every day, you interact with patient transportation in a way unique to your role. What perspective on patient transportation/NEMT do you wish more people knew?
Don’t worry! The ambulance at your neighbors house might just be taking them to an orthopedist after their hip replacement. Coming into this role, I had an elementary level understanding of patient transportation. There are so many different layers and uses for medical transportation for non emergency use like dialysis, cancer treatments, or surgery follow-ups. It might be common knowledge, but just because there’s an ambulance doesn’t mean there’s a 911 emergency.
What mentor or prominent figure has influenced you in your career and why?
I have been really lucky in my professional life to have incredible mentors- especially during my time in education. Brian Gonzalez, no relation, truly led by example. He never asked his team to do anything he wasn’t willing to take on himself.
Brian held high standards and paid close attention to details, and he invested the time to help others reach those standards. He sat with me to revise and edit, coached me through challenges, and pushed me to continuously improve. At the same time, Brian emphasized the importance of building relationships for collaboration throughout an organization.
What I’ve admired most though is that no matter what challenges we faced Brian stayed focused on who we were there to serve: the staff and students. His example has taught me that positive results come from a combination of detail, relationships, and a customer focused mindset. His lessons and mentorship has continued to shape how I approach my work and support our transportation providers, healthcare workers, and riders today.
What do you enjoy about working at Roundtrip?
I enjoy knowing that the work I do is helping healthcare employees. Like school staff, they are being pulled in a million different directions. I like being part of a solution that can take something big off of their plate and make it more palatable.
What do you enjoy doing in your free time?
In my free time I am most likely chasing my dog, laughing with my kids, or checking on my flowers in the back yard. When the weather is unbearable you’ll find me in my office sewing, painting with watercolors, or reading.
If you could describe Roundtrip’s culture in one word, what would it be and why?
I would describe the Roundtrip culture as empathetic. From customer success and product to sales and engineering- everyone has an incredible level of empathy for the people using our product. Changes are not made with haste. Everyone involved is considered: riders, healthcare staff, and transportation providers.
If you could donate $1 million to any organization, what would it be and why?
If I had a million dollars I would absolutely donate it to DonorsChoose. DonorsChoose allows teachers to post classroom wish lists and project requests that donors fund directly. It’s incredibly transparent: once projects are completed, you get updates and pictures of the projects in action. I like knowing that the materials are going directly to the students who need them most. As a teacher, I experienced the impact of these donations. Through DonorsChoose I was able to get necessary school supplies and headphones for my Title 1 classrooms and even supplemental supplies like Legos and even a soccer goal for my kids to use at recess. This would not have been possible otherwise. I would donate to them because I know the funds go directly to the students and teachers who need them most. Supporting classrooms is a meaningful and impactful way to invest back into your community.