Client Services Module: Streamline Business Practices for Your Lab & Your Clients

Transcription

1 Client Services Module: Streamline Business Practices for Your Lab & Your Clients Gwenn Brode Copia Product Manager Orchard Software Corporation June 22-23, 2016

2 Learning Objectives Summarize the functionality of the Client Services Module (CSM) Identify new features available in the Client Services Module Recognize ways to streamline and enhance your business practices to better serve your laboratory and your clients

3 Customer Service is Vital It takes months to find a customer and only seconds to lose one. - Author Unknown

4 Copia Client Services Module Client Services Module (CSM) Overview Clients Tab Ticket Numbers Tab Routes Tab Supplies Tab Rules Workflow Options

5 What is the Client Services Module? Client Services Module (CSM) is an optional, add-on module to Copia Assists the Client Services Department in the management of end-user clients

6 What can CSM do for you? Track inbound calls Create rules to automatically create tickets Collect client data Schedule phlebotomy and courier routes Monitor quantity/usage of supplies given to clients Run data reports

7 Under the Hood of CSM Clients tab Ticket tab Routes tab Supplies tab Setup tab

8 CSM Clients Tab

9 CSM Ticket Numbers Tab

10 CSM Routes Tab

11 CSM Supplies Tab

12 CSM Setup Tab

13 Let s Start with the Clients Tab

14 Clients Tab

15 Clients Tab Lists all clients in alphabetical order.

16 Clients Tab Designated search fields: Client Name Contact Name Sales Representative And more

17 Search Client Name

18 Search Client Name Searching on client: Cardiology Clinic Global view of client information

19 Global View of Client

20 Client Information Route hours Address and phone Client-specific profile menu Contact information

21 Contact Information

22 Contact Information Manage your contacts Easily add/edit or delete contacts

23 Contact Information Add Contact Screen

24 Quick Access to Copia Tables Add/edit client information in Copia Attach add-on tests

25 Quick Access to Copia Tables Easily access the following tables Collection List, Lab Orders, Location Inbox, Order Patient Samples, Pending Collection, Pending Orders, Setup Location, Setup Practice, Setup Users

26 Quick Patient Search

27 Quick Patient Search Easily search a patient s record from inside Client Services.

28 Change the View Menu path: Administration Customization Client Services Tabs

29 Change the View

30 Questions?

31 Let s Look at the Ticket Numbers Tab

32 Ticket Numbers Tab

33 Ticket Numbers Tab Configurable

34 Ticket Item Searchable Fields

35 Ticket Item Searchable Fields Configurable Ticket Numbers Tab

36 Ticket Item Column View Configurable Ticket Numbers Column View

37 Ticket Item Column View Configurable Ticket Numbers Column View

38 Manage Calls: Create Tickets Click the Add button to open a new Edit Ticket Number page.

39 Manage Calls: Create Tickets

40 Edit Ticket Numbers Things you can do from the Edit Ticket Numbers page: Add ticket description Assign ticket to an individual or department This can be done via a rule. Add resolution You can add a rule that doesn t allow tickets to be closed without resolution. Create a new Ticket Number, Pick-up, STAT Pick-up, Supply Shipment, and Link

41 Edit Ticket Numbers and that s not all.

42 Edit Ticket Numbers Add resolution as order comment to linked orders Display on lab report, requisition, and manifest Display on form letter Send to host electronically Copy comment on next standing order creation

43 Ticket Item Filtering Filter the ticket section to fit your needs: Ticket Number ID Client Client Tier Assigned to Region Department Status Reason Priority

44 CSM Can Help Your Sales Reps Only see items, clients, and unassigned route tasks for their assigned region

45 Settings for Region Managers They can know before they go Filter escalated items BEFORE they walk in the door

46 Configure Default Filters for Ticket Items Administration Customization Custom Filter

47 Configure Default Values

48 Configure Default Values

49 Configure Default Values

50 Questions?

51 More NEW Features

52 Ability to Edit Multiple Tickets

53 Ability to Edit Multiple Tickets

54 Ability to Release Results

55 Ability to Release Results

56 Ability to Release Results

57 Ability to Release Results

58 Add Comments to Released Results

59 Add Comments to Released Results

60 Add Comments to Released Results

61 Add Comments to Released Results

62 Add Comments to Released Results

63 Questions?

64 Routes Tab

65 Routes Tab Create and manage courier routes Add STAT pick-up Edit routes

66 Create Courier Routes

67 11 Stops (Locations) on Route 1

68 Add Route Tasks Tasks other than routine pickup and/or report delivery Supply delivery Miscellaneous tasks

69 New on the Routes Tab

70 Restrict Pickup Times Configure the CSM to prevent a client from requesting a pickup that is not within a reasonable pickup time for the current day.

71 Restrict Pickup Times

72 Restrict Pickup Times

73 Questions?

74 Supplies Tab

75 Supplies Tab From the Supplies tab, click the Options button for a dropdown list of action items: Create New Supply Create New Kit Receive Supplies Move Supplies Ship Supplies

76 Shipping Supplies Let the system do the tracking for you. Control and reconcile your supplies. INVENTORY SHIPPED VS. INVENTORY RECEIVED

77 Supply Reconciliation View the supply history for the client.

78 Supply Reconciliation Filter the supply history for your needs.

79 Supply Reconciliation

80 Supply Reconciliation View the shipments that have and have not been completed.

81 Restrict to Clients Limit supplies to certain clients.

82 Track Expiring Supplies

83 Expiring Supplies Report

84 And That s Not All Receive a notification that supplies are expiring: Event log Fax

85 Can clients use CSM? Yes, they can! You decide if you want to allow your clients access. Reduce phone calls to Client Services: Supply requests Ticket items Complaints

86 Can clients use CSM? Request supplies Create ticket number Review past requests

87 Questions?

88 Mine that Data

89 Create a CSM Data Browser

90 Create a CSM Data Browser Click the Client Services Data Browser Report button to create reports from the CSM data.

91 East Region Issues

92 CSM Data Browser: Filter

93 CSM Data Browser: Template

94 CSM Data Browser: PDF View

95 We Don t Hold Your Data Hostage Remote Access Printing Service (RAPS) Export Print Fax Deliver to an inbox

96 Questions?

97 Rules

98 Rules for CSM Easy to use Automate workflow Share information data with other personnel Why should Copia users have all the fun? Bring rules functionality to Client Services!

99 Manage Specific Actions in CSM

100 Rule to Escalate Assignee

101 Auto-close Ticket When Resolved

102 Questions?

103 Workflow Option

104 Workflow Option Create user-defined fields and add them to the Order Entry page, which captures missing information. Use OE rules to auto-generate a ticket item and form letter. Automatically assign a ticket to an individual or group. Automatically send an to an assigned individual to alert them of a new task.

105 Workflow Option

106 Workflow Option

107 Workflow Option But WAIT what if someone misses a step and tries to save the order?

108 Workflow Option: OE Rule Fired

109 Form Letter Created via Rule

110 Form Letter

111 Now, Let s Resolve Our Ticket

112 Close Ticket via Rule

113 Learning Objectives Review Summarized the functionality of the Client Services Module Identified new features available in the Client Services Module Recognized ways to streamline and enhance your business practices to better serve your laboratory and your clients

114 Questions?

115 2016 Upcoming Training Courses Orchard Harvest LIS System Administrator July August 9-11 September October November December Orchard Harvest LIS Advanced User July August October 4-6 Nov./Dec Orchard Pathology Administrator June August October December 6-8 Orchard Harvest LIS Microbiology Module June August October December 6-8 To schedule, contact your Account Manager or call Orchard Copia Administrator & Integration Training Courses June August September October October December 6-8

116 Orchard Resources White papers: orchardsoft.com/whitepapers collaboration blog: blog.orchardsoft.com Newsletter online: orchardsoft.com/newsletters enewsletter sign up: orchardsoft.com/newsletters Orchard Resource Center (ORC): orc.orchardsoft.com Questions user forum: orc.orchardsoft.com/questions

117 P.A.C.E. Credit & Feedback Visit the P.A.C.E. table to complete the sign in form, once per day, to receive full credit Be sure to enter your address; a P.A.C.E. certificate will be ed to each user after the symposium Complete the feedback form for the event and for P.A.C.E. feedback (online at:

118 Day 2 P.A.C.E. Program Information P.A.C.E. Provider Number: 526 Program Number: Program Title: Day 2 Orchard Symposium 2016 Speakers: Jon Payne, Sheri Boes, Clair Smith, Yuri Dozier, Jacob Eickhoff, David Bracewell, Shaun Mohle, Natalie Dorsch, Greg Lyons, Nancy Stoker, Gwenn Brode, Wendy Forgey, Nathan Sweany, Brad Brimhall, MD, MPH; Thomas Novicki, PhD, DABMM; Matt Pollock, Derick Wilson, Debbie Schilling, John Kramer, Steve Brady, Chris Lamb, Beth Eder, John Miller, Seth Bosworth, Leigh Boje Contact Hours: 5

119 Thank you!