Emdeon ON24/7 User Guide Table of contents

Transcription

1 Emdeon ON24/7 General Information Emdeon ON24/7 Service Requests Emdeon ON24/7 Registration Projects Emdeon ON24/7 User Guide Table of contents 1. Emdeon ON24/7 General Information Log in Home page Change password and security 2. Service Requests Create service requests View service requests Service requests details Service requests communications Closure approval 3. Registration Projects Create registration projects View registration projects Project plan view Project communications Managing registration project view 1

2 General Information Log in Emdeon ON24/7 Online Support Log in to your Emdeon ON24/7 account To access Emdeon s online support application, Emdeon ON24/7, type the following URL in your internet browser: Enter your user name and password as indicated. If logging in for the first time, the user will be asked to change the temporary password you received with your login information and to supply answers to two security questions. If the user forgets the user name or password, links on the log in screen will assist in recovering that information. The user will be asked to supply the answers to the security questions to proceed. 2

3 General Information Home page Emdeon ON24/7 Online Support Home page 1. The green menu bar at the top of the page contains: Link to return to home page from any screen Account Options menu, which allows the user to update password and security questions The right side of the green menu bar indicates the user currently logged in and contains the link to logout of Emdeon ON24/7 2. Left side menu is always visible unless hidden by clicking on the vertical bar on the right side of the menu. If hidden, in order to view, click on the same vertical bar 3. Information on service requests in process or pending closure approval. To access the service requests in a specific category, click on the appropriate colored bar 4. Graphic representation of service requests status is displayed for the last 90 days 5. The lower section of the home page will show messages to the users from Emdeon, when applicable

4 General Information Home page Emdeon ON24/7 Online Support Home page In the upper right corner, the search box is always visible. The user can: Search service requests by service request number or My Tracking Info Search the frequently asked questions by key word My Tracking Info is optional information which may be entered into the service request by the user. The field can be used to enter user specific information, such as a user tracking number or information helpful to the user for facilitating easier identification of a specific service request. 4

5 General Information Password and security questions Emdeon ON24/7 Online Support Change password and set security questions To access the user profile, click on the My Account link under the Account Options menu in the green menu bar at the top of the home page 1. My Profile: Changes to the profile section will update the user information at Emdeon The checkbox in My Profile indicates the user s preference for receiving notifications when updates are made to their service request Click the Save link at the top right of the My Profile section to save changes 2. Change Password: To change the user password, enter the current password once and the new password twice then click the Save link at the top right of the Change Password section to save changes. 3. Change Security Questions: In order to recover user name and password, the user must choose and answer both security questions Click the Save link at the top right of the Change Security Questions section after editing this section

6 General Information Manage users Emdeon ON24/7 Online Support Manage users With administrative access, the user will be able to add new users, deactivate users, edit user information and reset passwords. Click on the Manage Users link under the Account Options menu in the green menu bar at the top of the home page. The user administration screen will show a list of all users along with address, user name and active status. The list defaults to show only active users, but all users can be listed by clicking the Show All radio button and then Search. To edit a user in the list, click the Edit button at the end of the row for the user you wish to edit. To add a new user, click the Add New User button at the bottom of the list. 6

7 General Information Manage users Emdeon ON24/7 Online Support Manage users On the Edit User screen, all fields can be edited except the user name. Since most user names are the user s address, even if the address is changed, the user name will remain as originally entered. To deactivate a user, change the active user status to No. To reactivate, change the active user status to Yes. To allow the user Administrator capabilities, the Emdeon ON24/7 Administrator status must be Yes. The Password/Security Reset link will reset both the password and security questions. An will be sent automatically to the user s address with a temporary password. After logging in, the user will be asked to change the password and set the security questions. If the user has multiple accounts associated with their user name, access can be controlled by selecting or deselecting the checkbox next to the account name. To save changes, click Save or Cancel to cancel changes. 7

8 Service Requests Create service requests Emdeon ON24/7 Service Requests Create service requests Creating a service request is quick and easy. Start by clicking the Create link under the Service Requests category in the left side menu. The next step is to let Emdeon know, at a very high level, the type of issue you are experiencing, whether it is Clinician Lab or Clinician Rx. Click on the appropriate link. 8

9 Service Requests Create service requests Emdeon ON24/7 Service Requests Create service requests Next, further refine the problem by reviewing the choices and selecting the option that most closely matches the issue and click Continue. The user will then be taken to a form to gather the information required by support desk personnel to research and resolve the selected issue. Required fields in the form are indicated by an asterisk (*) in the field name. In most cases, clicking inside the field will provide help text for the field. Once all required fields are complete, click the Continue button. The user will then be able to review the information entered and either select Edit to go back to the form or Submit to create the service request. Once submitted, the user will see a confirmation screen which will include the service request number and other information about the service request. 9

10 Service Requests View service requests Emdeon ON24/7 Service Requests View service requests To view service requests, click on the View link under the Service Requests category in the left hand menu. The user will be taken to the view service requests page. The view defaults to a list of service requests created by the user in the past 30 days. This list can be easily expanded or filtered. To see all service requests created by other users in the user s organization, click on Show All Service Requests. 10

11 Service Requests View service requests Emdeon ON24/7 Service Requests View service requests To only view service requests with a specific status, (for example: a list containing only open service requests or only closed service requests, etc.), choose the status from the drop down list. To search a specific date range, enter dates in the fields provided or choose from the calendar. To filter the list to see service requests with updates since a specific date, enter the date in the field or choose from the calendar. After changing the criteria, always click the Search button to view the results. 11

12 Service Requests View service requests Emdeon ON24/7 Service Requests View service requests In the yellow options box indicated by the arrow below, the user has additional search and export options. The search criteria applied to the visible list is shown directly below the yellow options box. 12

13 Service Requests Details Emdeon ON24/7 Service Requests Service request details To view details of a service request, hover the cursor over the service request until it is highlighted and click. The Service Request Details screen will open. The Service Request Details screen displays all information related to the service request. In the upper portion of the screen, the user has the ability to edit the My Tracking Info field, the Contact Name and add an Alternate address if you wish notification s to go to an additional contact. 13

14 Service Requests Details Emdeon ON24/7 Service Requests Service request details Below the narrow green line, details of the issue are displayed. There are several Actions that may be performed in the service request from this view, such as: Add a New Comment this allows the user to correspond with the support desk representative assigned to the service request Escalate the user may escalate the service request to supervisory personnel, when needed Upload File allows the user to attach a file to the service request such as supporting documentation Fax Cover Sheet if the user needs to fax documentation to Emdeon regarding the service request, this action will create a fax cover sheet with information that will allow the Emdeon representative to quickly and accurately attach the faxed information to the correct service request View History the view history link opens the communications screen which contains all activities and communications by both Emdeon and the user View Original Details a window will open to display the information exactly as entered when the service request was created in Emdeon ON24/7 14

15 Service Requests Communication Emdeon ON24/7 Service Requests Communication To communicate with the assigned support desk representative via Emdeon ON24/7, click on the New Comment link on the details screen. A text window will open to enter comments. Click Submit to attach the comment to the service request or Cancel to cancel the entry. To view comments and activities, click the View History link to be taken to the Service Request History screen. Comments may be added from the service request history screen by clicking on the Add a New Comment link. The user also has the option to export the information as an Excel spreadsheet. 15

16 Service Requests Closure approval Emdeon ON24/7 Service Requests Closure approval Emdeon always wants to ensure users are satisfied with the resolution of their service request. Once a resolution is placed on the service request, the status automatically changes to Pending Closure Approval. When the user opens a Pending Closure Approval service request, the resolution will be displayed in the Service Request Details screen. After reviewing the resolution, let Emdeon know if the resolution is correct by choosing one of the links provided at the bottom of the screen. 16

17 Registration Projects Closure approval Emdeon ON24/7 Registration Projects Closure approval Available Actions: Issue Resolved the user is satisfied with the resolution presented Clarification Needed the user needs additional information or clarification on the resolution. A text box will allow the user to provide details on the clarification needed Issue Not Resolved the issue was not resolved. A text box will allow the user to provide details on why the resolution was incorrect or did not completely resolve the issue When Issue Resolved is chosen, the service request status will change to Closed. When Clarification Needed or Issue Not Resolved is chosen, the support desk representative will be notified to address your resolution questions and/or concerns. 17

18 Registration Projects Create registration projects Emdeon ON24/7 Registration Projects Create registration projects Select the Create link under the Projects category of the left side menu in Emdeon ON24/7. The ability to create a registration project in Emdeon ON24/7 replaces the previous communication method used for new registrations. There are three easy stages to create a new registration project in Emdeon ON24/7. 1. Identify practice and installation type 2. Provide supporting information 3. Confirm and submit All fields are required and users are not permitted to continue to the next step of the process until all data has been entered. 18

19 Registration Projects Create registration projects Emdeon ON24/7 Registration Projects Step 1 During Step 1, the user will be required to enter information about the site to be implemented, a contact at the site that Emdeon will work with and also what product Emdeon is installing. Once all fields are completed, click Continue to proceed to Step 2 or Cancel to cancel the registration project. Emdeon ON24/7 validates selected fields like Tax ID and zip code for properly formatted information. 19

20 Registration Projects Create registration projects Emdeon ON24/7 Registration Projects Step 2 Step 2 consists of answering questions about the site, which will help Emdeon expedite the installation. Also in Step 2, the user must locate and attach the completed Emdeon registration spreadsheet for the project. This is the same registration spreadsheet previously ed to the registration box. After answering all questions and attaching the spreadsheet, click Continue to proceed to Step 3 or Cancel to cancel the registration project. All fields are required to proceed and Emdeon ON24/7 checks for the presence of an Excel file before allowing the user to proceed to Step 3. 20

21 Registration Projects Create registration projects Emdeon ON24/7 Registration Projects Step 3 Step 3 allows the user to review all information prior to submission. If you need to edit any of the fields, simply click the Update link in the section which needs to be edited. When satisfied with the information entered, simply click Submit to create the registration project or Cancel to cancel the registration project. After the registration project is submitted (created), it is immediately viewable in Emdeon ON24/7. For an overview of viewing projects, please proceed to the next section. 21

22 Registration Projects View registration projects Emdeon ON24/7 Registration Projects View registration projects By clicking on My Customers from the left side menu under Projects, you will be taken to a list of outstanding registration projects showing a high-level status of each project. You will note that the grid is color-coded to display ownership. Function buttons for Advanced Search can also be seen in this view, which can be used to filter the grid and Export allowing the user to identify the data columns to export in an Excel format. Drilling into the grid by hovering the cursor over the registration project and clicking will take the user to a more detailed project plan view. 22

23 Registration Projects Project plan view Emdeon ON24/7 Registration Projects Project plan view A description of each section follows: 1. The top portion of the project plan view includes the project name, Emdeon project ID number, status, name of the assigned Emdeon analyst, the partner contact (if one has been selected), Emdeon product and date information 2. Project percent completed 3. Each phase of the registration project in the order they occur to enable the user to have a quick view of phases completed, current phase and remaining phases

24 Registration Projects Project plan view Emdeon ON24/7 Registration Projects Project plan view 4. Estimated timeframe to complete each phase. notifications are sent automatically by the system for any registration project outside of the average duration period 5. The current phase is highlighted in yellow with detail of timeliness and current owner 6. Project duration (total business days, with subset showing duration by owner) 7. Phase ownership is color-coded for quick visual identification As shown below, hovering the cursor over any phase of the project plan will display more detailed information on what occurs during that phase of the registration project. 24

25 Registration Projects Communication Emdeon ON24/7 Registration Projects Communication Clicking on the Project Communications link will take the user to the communications screen where the history of communications (activities) and attachments are viewable. The user is able to add new communications and attachments in this screen for the Emdeon analyst to view. When communications are added to the registration project, an is automatically generated by the system to alert the user or analyst of the new communication. After clicking on the Project Communication link in the Project Plan view, the user is taken to the Project Communication screen shown below. This screen lists communications (activities) added to the registration project along with any file attachments. The attachments are hyperlinks to the actual documents for viewing. In order to add a new communication, click on the Add New button. 25

26 Registration Projects Communication Emdeon ON24/7 Registration Projects Communication A text box will appear where comments may be entered by the user. Beneath the text box, files may be added to the registration project by browsing and selecting the file to be uploaded to the project. Simply click Send when finished or Cancel to cancel adding the message and/or attachment. 26

27 Registration Projects Managing your view Emdeon ON24/7 Registration Projects Managing your view View All Projects and View My Projects allow the user to toggle to all projects or a smaller subset of projects. This is available after the user has been added as a partner contact on the registration project. The view will automatically default to All Projects when the user has not been added as a partner contact on a project. However, the default view changes to My Projects when the user is added as a partner contact on at least one project. The user still has the ability to toggle back and forth between views by using the toggle button. The user may add or remove partner contacts on any registration project after drilling into the project on the grid. This is accomplished by hovering the cursor over the desired project and clicking to reach the project plan screen. The user may add or remove partner contacts by selecting the Add Partner Contact link shown below in the project plan screen view. 27

28 Registration Projects Managing your view Emdeon ON24/7 Registration Projects Managing your view Simply highlight the name of the user, click Add and then Save. If the contact should be removed from the partner contact list, highlight the user name on the Partner Contact side, click Remove and then Save. Emdeon is a leading provider of revenue and payment cycle management and clinical information exchange solutions, connecting payers, providers and patients in the U.S. healthcare system. For more information, visit Emdeon Business Services LLC. All rights reserved. EMDA rev Lebanon Pike, Suite 1000 Nashville TN USA 877.Emdeon.6 ( ) 28