Welcome! We ll Start Shortly. Audio Op7ons: This is a listen- only presenta7on Audio by Phone o Select Use Telephone o Dial the provided number o Follow voice prompts o You will need to use the Access Code and Audio Pin o The Code and Pin are unique to each acendee Minimizing your Mee7ng Controls: o MeeEng controls will minimize automaecally o To open & close controls, use the Orange arrow bucon Asking Ques7ons: o QuesEons can be asked using the Ques7ons Panel on the MeeEng Controls o We will acempt to answer all queseons at the end of the session. How to Send Inclement Weather No3fica3ons End User Training 1
Reminders o Today s session is being recorded. If you do not want to par7cipate, log off now. o Slides & Recording will be made available amer the session. Goals o Understand how to send PhoneTree inclement weather no7fica7ons to pa7ents (both when TSI is open and when TSI is not open) 1. Customize message script 2. Adjust Eme sesngs 3. Generate file of paeents to be called (required only if TSI is closed) 4. Submit file to PhoneTree HealthWave Connect (required only if TSI is closed) v NOTE: If you are submiang a request for TSI to send out your weather no3fica3ons, Step 1 and Step 2 MUST be completed prior to opening your 3cket 2
Introduc7on Overview o If you experience inclement weather and need to contact your pa7ents, you can send out phone call no7fica7ons to your pa7ents via your PhoneTree automated appointment reminder system. o If TSI is open (Monday- Friday, 8:30am- 5pm EST): Verify your inclement weather message script and call Eme sesngs in HealthWave Connect (explained in this training) Open the following Ecket with the TSI Helpdesk: o "Please run the PhoneTree inclement weather no3fica3on. This is for appointments scheduled on day/date/ 3me. The reminders need to begin at HH:MM am/pm EST mm/dd/yyyy. o **Requests must be submiced at least 2 business hours prior to your desired run Eme o If TSI is NOT open, your PhoneTree administrator must manually send out the no7fica7ons via the instruc7ons presented in this training. 3
o PLAN AHEAD!!! Important Tip o In the event of inclement weather, many praceces and businesses will be acempeng to use this service at the same Eme. o Please noefy TSI Healthcare with at least 2 business hours advanced noece of when you d like the phone calls to start. o Best Prac7ce: Send out noeficaeons to your paeents the day before you expect inclement weather. In the phone script ask the paeent to call your office the following morning to confirm if the office is open. Workflow 4
Step 1: Customize your Weather Phone Script o Review what the message will say to your pa7ents Are you cancelling their appointment and requeseng they call and reschedule? Are you asking the paeent to call the office the following day prior to their appointment to verify office hours? Each pracece has a default message but the message can be edited as necessary depending on the circumstances Example: Hello. This is the office of TSI Healthcare calling with an important weather no3ce. In the event that there is in- clement weather tomorrow we ask that you please call our office at, 5 5 5 5 5 5 5 5 5 5, to verify our office hours and reschedule your appointment if necessary. Thank you, and have a nice day. Step 1: Customize your Weather Phone Script o 1a. Login to www.healthwaveconnect.com o 1b. Click on the Messages tab 5
Step 1: Customize your Weather Phone Script o 1c. Select the Phone radio bucon o 1d. Then select Weather from the Message drop- down list 1c 1d o If weather is not currently listed in your message type drop down please open a 3cket with the TSI Helpdesk by emailing helpdesk@tsihealthcare.com. Step 1: Customize your Weather Phone Script o 1e. Edit the message script as necessary and then click Save Changes. o To edit the script: Click in the text box and type/delete text as necessary 6
Step 1: Customize your Weather Phone Script o 1f. (op7onal) Preview how the message will sound. Click inside the message textbox and then click Play on the sidebar. o Note: If a word or name sounds incorrect, try re- spelling it phoneecally Step 2: Verify Call Time Sefngs o 2a. Click on the Sefngs tab in HealthWave Connect o Note: Before creaeng and submisng a list of paeents for PhoneTree to contact, you MUST verify your HealthWave Connect call Eme window is open 7
Step 2: Verify Call Time Sefngs o 2b. Select Weather from the job drop- down o 2c. Verify call window starts early and ends late enough for your calls to go out. o 2d. Select Save Changes **NOTE: Calls will NOT go out un3l the call window opens. If you submit your file and then realize your call window will not open un3l later, you must STOP your current job, change the 3me sesngs and resubmit your file. Step 3: Generate Call File o If TSI is open (Monday- Friday, 8:30am- 5pm EST): Open the following Ecket with the TSI Helpdesk (helpdesk@tsihealthcare.com): o "Please run the PhoneTree inclement weather no3fica3on. This is for appointments scheduled on ( ). The reminders need to begin at ( ). o **Requests must be submiced at least 2 business hours prior to your desired run Eme o Do not complete the remaining steps in this slideshow o If TSI is NOT open, your PhoneTree weather administrator must manually send out the no7fica7ons via the instruc7ons presented in this training. Please proceed to next slide for addi7onal instruc7ons 8
Step 3: Generate Call File o 3a. PhoneTree Weather administrator at your prac7ce must log onto their Citrix Desktop AND log in to NextGen o 3b. Click on the IVR- U7lity Icon o 3c. Log in with their NextGen username and password o Note: Please open a 3cket with helpdesk@tsihealthcare.com if you need to setup addi3onal staff members as PhoneTree weather administrators or if the designated PhoneTree Weather Administrator(s) do not currently see the IVR- U3lity icon on their Citrix Desktop(s). Step 3: Generate Call File o 3d. Click on Export Defini7ons from the top menu in the IVR- U7lity 9
Step 3: Generate Call File o 3e. Select the Weather related export defini7on in the lem window. o 3f. Then click Run this Export 3f 3e Warning! o Only select the Weather related export defini7on o Any changes made to other areas of the IVR- U7lity will affect your normal reminder calls o Repairs to other export definieons can be billable 10
Step 3: Generate Call File o 3g. Enter the number of days of appointments to be contacted o If you only want to contact the appointments on the selected date, enter 1 in the number of days of data field. If you want to contact appointments for the current date and other days of the week increase the number accordingly o 3h. Verify the date of appointments for which the system should start at o If you are sending reminders out to paeents scheduled tomorrow enter tomorrows date in the Override Current Date field o 3i. Click Run This Export Step 3: Generate Call File o 3j. View results under Export Run Results and confirm that the pa7ents listed are those you wish to contact. This is your call file. o If the paeents listed are not the ones you wish to contact, you can repeat Steps 3e trough 3j to generate a new call file. 11
Step 4: Submit Call File to Healthwave Connect o 4a. Exit the IVR- U and return to your Citrix server desktop o 4b. Double- click on the PhoneTree_Inclement_Weather desktop icon. ***Note: Double- clicking this icon will automa3cally submit the call file generated in the IVR- U3lity to PhoneTree HealthWave Connect. Only complete this step when you are 100% ready to contact pa3ents.*** ***Warning: Only click this icon when you are submisng a inclement weather job. Accidentally clicking this icon could cause unwanted calls to be sent to pa3ents.*** Step 5: Confirm File Submission o 5a. Log back into www.healthwaveconnect.com to confirm that your weather job has been successfully submiced. o You will see the weather job in the Recent Jobs seceon of the home page. Verify the status has updated from In progress to complete. 12
Resources o A video recording and cheat sheet will be posted to the client area of our website soon! o www.tsihealthcare.com o Click on client area o User name: tsiclient o Password: tsihealthcare o Go to Automated PaEent Reminders seceon Next Steps o Verify the IVR U7lity and PhoneTree Inclement Weather Icons are both installed on the PhoneTree Weather Administrator(s) Citrix Desktop(s) at your prac7ce! o Please note: these icons were only installed on the staff members Citrix Desktops that were specified in a prior support request o Open a Ecket with the TSI Helpdesk if the icons need to be installed on any addieonal Citrix Desktops 13
Addi7onal Reminders o For any support related ques7ons regarding PhoneTree please contact helpdesk@tsihealthcare.com not PhoneTree directly Q&A 14