RelayClinical Service Feature Guide Administrator Role

Transcription

1 RelayClinical Service Feature Guide Administrator Role Release 15.8 August 2015 Health Connections Brought to Life

2 Table of Contents Overview... 3 RelayHealth Roles and Rights... 3 Security Considerations... 4 What s Inside... 4 How to Use this Feature Guide... 4 Need Assistance?... 5 ADMN 1.1 Register Staff Members... 6 ADMN 1.2 Associate Registered Staff Members with Your Practice... 8 ADMN 1.3 Establish Proxy Rights ADMN 1.4 Configure Inbox Access ADMN 1.5 Configure Message Notifications ADMN 1.6 Configure At a Glance and Reminder Views ADMN 1.7 Create a Team ADMN 1.8 Create Custom Inboxes ADMN 1.9 Configure Practice Default Message Settings ADMN 1.10 Configure Provider Default Message Settings ADMN 1.11 Invite a Provider into the Practice ADMN 1.12 Configure Individual Provider Message Settings ADMN 1.13 Configure Provider Charging ADMN 1.14 Enter Provider Office Hours ADMN 1.15 Configure Invitation Settings and Templates ADMN 1.16 Configure Patient Health Record Update Notification Settings and Templates ADMN 1.17 Configure Custom Templates ADMN 1.18 Edit Practice Information ADMN 1.19 Remove Member from Practice ADMN 1.20 Create Additional Practices ADMN 1.21 Adjust Interaction Alert Settings ADMN 1.22 Configure External Portal Linking (Patient Portal Hub) ADMN 1.23 Configure Dependent Accounts Rules and Settings ADMN 1.24 Exclude Dependent Accounts ADMN 1.25 Configure Patient Portal Branding Appendix A: Practice Administration Frequently Asked Questions (FAQs) RelayHealth and its affiliates. All rights reserved. 2

3 Overview By default, the provider or staff member who created the practice in the RelayClinical service is the designated Practice Administrator. Others can be assigned the role of Practice Administrator by this provider or staff member. Practice Administrators have system privileges that enable them to change message routing, set message fees, establish teams, approve new practice members, and set access levels for other practice members. Additionally, Practice Administrators have the ability to lock settings, which prevents others from altering the practice configuration. RelayHealth Roles and Rights Your RelayClinical service practice, which typically consists of the members of your medical group or office location, will share patient information and message reply responsibility. Practice members are assigned one of two roles: Provider or Staff. Providers are physicians and all others with patient panels who require a Web presence to facilitate patient communication such as nurse practitioners, physician assistants, and educators. You can establish role-based access for clinical support, which would allow each provider access (or restriction) to certain functions (e.g., the RelayClinical escript application). Staff members include those in other roles such as nurses, office managers, schedulers, and medical assistants. Your practice can include as many staff and provider members as you would like to accommodate the needs of a single provider or a large multi-physician practice. You can assign each practice member a combination of rights within the RelayClinical service: Practice Administrator Rights: Practice Administration rights can be assigned to providers and staff members. Again, the provider and/or staff member who created the practice in the RelayClinical service is the designated Practice Administrator; however, the practice creator can assign this role to others. Practice Administrators can change message routing, set message fees, approve new practice members, and set access levels for other practice members. Merge Proxy: Allows providers or staff members to merge duplicate patient records in multiple workflows in the service (e.g., Patient Record Manager, Accept Patient, Results Manager, etc.). With this privilege disabled, the user will still have the ability to add a new patient record to complete a clinical workflow, but the user will not have the option to merge patient records merge checkboxes will display as grayed out. All staff members and providers who have reason to merge patient records in their day-to-day roles in the practice should be granted Merge Proxy rights. Rx Proxy: Rx Proxy allows staff members to send prescriptions on behalf of a provider. You can enable Rx Proxy at the team level, the practice level, or both. All staff members who normally call in prescriptions to pharmacies should be granted Rx Proxy rights. Message Proxy: When Message Proxy is enabled for a staff member, he or she will have the ability to send messages directly to a patient on a provider s behalf. Without Message Proxy rights, staff members cannot send messages directly to patients; they can prepare messages and forward them to the provider, but the provider must send them. By default, Message Proxy is enabled for new members of the practice and must remain enabled for users to have Broadcast Messaging privileges (see below). Message Proxy is also required for users to Accept/Decline patient invitation requests and to view the Search Your Entire Network patient search links. However, you may disable both Message Proxy and Broadcast Messaging for individual users if you choose to do so. Broadcast Messaging: Allows providers and staff members to send messages to specific groups of patients through the service's Build Patient List feature. Patients may opt-out of receiving general information messages, using a link provided in the messages or through their Account settings; however, providers and staff may override this opt-out when sending important clinical messages. By default, all providers and staff members have Broadcast Messaging privileges enabled for their accounts. Again, a user's Message Proxy 3

4 privilege must remain enabled in order to allow Broadcast Messaging, but you have the option to enable Message Proxy and disable Broadcast Messaging if you choose to do so. Inbox Access: By default, all practice members can access all inboxes. If necessary, you can limit inbox access to designated practice members. This flexibility facilitates maximum cross-coverage and confidentiality. Batch Print: Batch Printing rights allow providers or staff members to print messages by date, provider name, patient name, Patient ID (MRN), and/or message type. All staff members assigned to print messages for the patient chart should be granted Batch Printing rights. Results Manager: Practices that are enabled for use of the RelayClinical Results application automatically grant access to all providers in the practice when the module is enabled. Practice Administrators can also grant Results Manager access to staff members in the Settings area of the application. Data Administration Rights: The Interop Portal is a partner self-service area integrated into the RelayClinical service. Providers or staff members who have Data Administrator privileges can use this service area to monitor data exchange of Add/Update Patient, Clinical Result, and Orders transactions errors. Additionally, only those users who have Data Administrator privileges may access and use the service s Bulk Patient Upload feature. Security Considerations Practice Administrators must pay diligent attention to the following security issues at all times: While administrators may accept registered providers or staff members into the practice at any time, this action should be performed only after verifying the identity of the provider or staff member. Be aware that patients occasionally may register under the wrong role (i.e., staff member) and attempt to establish a relationship with your practice. It is critical to the security of the system that you only accept members into your practice who have justifiable reason to access the system. Proactively manage active and inactive membership in your practice. For example, if a member of your practice leaves, you should remove this person from your practice immediately. You are legally responsible for any abuse by members who are no longer employed by your practice. Manage prescribing rights (i.e., Rx Proxy) carefully. For example, if a member of your practice experiences suspension of his or her license to prescribe medications, that member should immediately have prescription privileges denied in the RelayClinical service. Monitor prescription logs as required by state and federal regulations. What s Inside One of the most common responsibilities of the Practice Administrator is setting up and adding providers and staff members to the RelayClinical practice. This Feature Guide provides instructions for registering users and associating them with your practice, setting proxy rights for these users, and setting the appropriate inbox views for these users. This guide also details other common administrator functions, such as setting message routing and configuration of custom templates. This Feature Guide is a series of QuickStarts. Each QuickStart is a stand-alone document that provides a stepby-step description of how to use Administrative features to build and manage your RelayClinical practice. How to Use this Feature Guide By reviewing the QuickStarts contained in this Feature Guide, you will gain a better understanding of the many ways in which administrative rights are used in this service. Each QuickStart is meant to be a stand-alone document detailing the steps you ll take when adding users to your practice, adjusting proxy rights, configuring message routing, etc. What you need to do determines which QuickStart is appropriate for your particular workflow. 4

5 Need Assistance? RelayHealth is ready to support you every step of the way as you use the service. You can request assistance, propose suggestions, or submit comments by any of the following methods: Use the Contact Us link at the bottom of your Home page to send a secure message directly to our RelayHealth Support organization. Speak with your Deployment Specialist or Territory Director. These RelayHealth professionals welcome your suggestions and comments about the service, your experiences with system use, and any concerns you may have. Call our toll-free number and speak to one of our RelayHealth Support representatives from 4:30 am to 5:00 pm Pacific Standard Time: RELAY-ME ( ), select option 1. 5

6 QuickStart ADMN 1.1 Register Staff Members Point Person: Practice Administrator, Administrative Users Administration One of the benefits of the RelayClinical service is the ability to ensure patient privacy. To protect information communicated via the service, all members patients, staff, and providers are required to register and enter a unique user ID and password to access and use the service. Your practice will include both Provider and Staff member users. Providers are physicians and all others with patient panels who require a Web presence to facilitate patient communication such as nurse practitioners, physician assistants, and educators. Staff members typically include nurses, office managers, schedulers, registrars, medical assistants, etc. This QuickStart identifies the steps you will take to register staff members. When registering staff members, you will accept RelayHealth s Terms of Use and Privacy Policy on the users behalf. We highly recommend printing and distributing these documents to all new users for their review. Links to print the Terms of Use and Privacy Policy are provided in the registration workflow. 1. In a Web browser, go to (or your specified portal). At the upper right of the web page, click Register. 2. Click Office Staff. 6

7 3. Complete all sections of the Staff Registration form. All fields with a red asterisk ( * ) are required. Account Information In this section, you will include information related to the user s profile (name, gender, phone and fax numbers, job title, etc.). Sign-In Information In this section, you will indicate the User ID ( address or other) and establish the user s password. Security Questions In this section, you will select three security prompts and include answers. RelayHealth will use the prompts to verify the user s identity if the user s password is forgotten or changed. The security prompt options are: Mother s maiden name Driver s license number City of your birth Favorite pet s name Favorite vegetable Street you grew up on Favorite color Favorite actor The model of your first car Terms of Use are the terms of service use. The Privacy Policy describes how this service uses your personal information. Note, you can print the Terms of Use and/or Privacy Policy using the link provided to the right of these headings. You must explicitly agree to the Terms of Use and Privacy Policy by placing a checkmark in the checkbox next to the I agree to the Terms of Use... statement. 4. When you have entered all required information, click Next. 5. A registration confirmation displays. Click Take me to my home page to view the staff member s home page, or click Print to print the confirmation. Repeat steps 1-5 for each new staff member as necessary. Note: If the Welcome to the What s New Quick Tour pop-up screen appears, you can take the tour or click the Close button in the upper right-hand corner of the popup screen. Keep a record of the unique User ID and Password in a secure location, as they are required to access this service. 7

8 QuickStart Administration ADMN 1.2 Associate Registered Staff Members with Your Practice Point Person: Practice Administrator, Administrative Users You can easily add registered staff members to your practice using the options provided in the Settings area of the application. Please confirm that either you or the staff member completed the registration process prior to completing the steps in this QuickStart. See QuickStart ADMN 1.1 Register Staff Members in this guide for detailed information. Note: If a staff member registered directly with RelayHealth and completed the Join a Practice workflow, and if the Practice Administrator has the Group Approvals reminder enabled, the Practice Administrator can simply click the reminder value on the Home page to access the list of practice users and approve the new staff member for the practice. In this case, it is not necessary to complete the steps below. 1. From your Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. Under the Select an action drop down, click Add a Staff Member. Click Go. 4. To search for the staff member, enter the staff member s first and/or last names. Click Search. 8

9 5. Under the Search Results area, click Add to select the staff member from the list. 6. Click Confirm to add this individual to your practice or click Cancel to cancel this action. 7. The View Practice Setup page displays. The staff member now appears in the list of approved practice members. Repeat steps 1-6 in this QuickStart to add additional staff members, as necessary. Note: Please refer to QuickStart 1.3: Establish Proxy Rights to enable additional privileges for this user, such as messaging or Rx Proxy, if applicable. 9

10 QuickStart ADMN 1.3 Establish Proxy Rights Point Person: Practice Administrator, Administrative Users Practice Administrators can enable/disable the following user rights for any practice member: Administration Message Proxy: Message Proxy gives staff members the ability to send messages directly to a patient on a provider s behalf. Without message proxy rights, staff members cannot send messages directly to patients they can prepare messages, but a provider must send them. Practice Rx Proxy: Allows a staff member to authorize a prescription on behalf of any provider in the practice. Team Rx Proxy: Allows a staff member to authorize a prescription on behalf of only those providers in the same team. Results Manager: Practices enabled for Results Manager automatically grant access to all providers in the practice. Practice Administrators can grant access to individual staff members, if appropriate. Batch Print: Batch printing rights allow providers or staff members to print messages by date, provider name, patient name, Patient ID (MRN), and/or message type. Data Administration: Providers or staff members who have Data Administrator privileges monitor data exchange of Add/Update Patient, Clinical Result, and Orders transactions in the service s Interop Portal. Additionally, only users who have Data Administrator privileges may use the service s Bulk Patient Upload feature. Practice Admin Rights: Administrative rights for the practice can be assigned to providers and staff members. By default, the provider or staff member who created the practice is the designated Practice Administrator. Others can be assigned the role of Practice Administrator by this provider or staff member. Practice Administrators can change message routing, set message fees, approve new practice members, and set access levels for other practice members. Merge Proxy: Allows providers or staff members to merge duplicate patient records in multiple workflows in the service (e.g., Patient Record Manager, Accept Patient, Results Manager, etc.). With this privilege disabled, the user will still have the ability to add a new patient record to complete a clinical workflow, but the user will not have the option to merge patient records merge checkboxes will display as grayed out. Broadcast Messaging: Allows providers and staff members to send messages to specific groups of patients through the RelayClinical service Build Patient List feature. Patients may opt-out of receiving general information messages, using a link provided in the messages or through their Account settings; however, providers may override this opt-out when sending important clinical messages. By default, all providers and staff have proxy permission enabled for broadcast messaging. 1. From your Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 10

11 3. On the View Practice Setup page, click the name of the staff member for whom you are adding rights. 4. Under the Settings section, click Edit Staff Settings or Edit Provider Settings. 11

12 5. Most permissions (with the exceptions of Allow Broadcast Message and Patient Education access) are set at No for new providers and staff members by default. Click the Yes radio button for the individual permission or proxy you wish to enable for this member. 6. Click Save. Note: If your organization has established clinical or administrative teams, you can assign this user to a team. Select the appropriate team from the All Teams box on the right and click the left arrow ( < ) to shift the team name into the Assigned Teams box. Click Save. 7. The provider s or staff member s settings now indicate the additional permissions / proxy settings. Repeat steps 1-6 to assign proxy rights for other providers or staff members in your practice, if appropriate. 12

13 QuickStart ADMN 1.4 Configure Inbox Access Point Person: Practice Administrator, Administrative Users Administration By default, all practice members can access all inboxes and each approved member of the practice will always have access to his or her personal inbox. Practice Administrators can limit inbox access to designated practice members if your practice policies require this type of restriction. This option facilitates maximum inbox cross-coverage and enhances patient confidentiality. 1. From the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, click the name of the staff member for whom you are adding inbox access rights. 4. Under the Inbox Access section, click Edit Access List. 13

14 5. All members of the practice can access any inbox by default. On the Edit Inbox Access screen, use the radio buttons to select one of the following levels of access: All Practice Members (default) Allows all members of the practice to access this inbox. Click Manage Member Level Access to specifically grant or deny access for any individual member of the practice. Teams Allows the Administrator to grant access to members of an established team. Established teams are listed below the teams section. Place a checkmark next to the team name to select it and grant access to all members of that team. Click Manage Member Level Access to further specify access for any individual member of the practice. Individual Members Only Allows administrators to grant or deny access to a specific inbox by selecting from a list of all members of the practice. After selecting the Individual Members Only radio button, click Manage Member Level Access to specifically grant or deny access for any individual member of the practice. A member's Access Status is based upon any access they have inherited by their team or practice membership (Practice/Team Access), plus any specific Member Level Access the Practice Administrator has allowed or denied. For example, if All Practice Members is enabled, but an individual Member Level Access is set to Deny, the Access Status for that individual to this specific inbox is No. If the individual Member Level Access is blank or Allow, the Access Status for that individual to this specific inbox is Yes. 6. Click Save. 7. The staff member s settings now specify those members of the practice who have been granted or denied access to the staff member s inbox. Click Close to return to the View Practice Setup page. Repeat steps 1-6 to assign inbox access rights for other staff members in your practice, if appropriate. 14

15 QuickStart ADMN 1.5 Configure Message Notifications Point Person: Practice Administrator, Administrative Users Administration Providers and staff can elect to receive notification of waiting RelayClinical messages for each inbox established for the practice to which they have access rights. Users can select fax notification, which sends a fax alerting the user to any waiting RelayClinical messages, , or pager (with an address) notification, which sends a notice to one or more addresses. 1. From the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, click the name of the staff member for whom you are adding message notifications. 4. Under the Unopened Message Notification section, click Edit Notification Settings. 15

16 5. Under Notification Options, use the radio buttons to select: No Notification no notification sent. This is the default setting for all inboxes. Via notification sent via . This setting requires entry of a member s practice or pager address. Via fax notification sent via fax. This setting requires entry of the practice s fax number. Note: If you select Via or Via fax, the service expands to present additional options for notification (practice members, times, etc.). 6. If appropriate, under Notification, select members from the Practice Members with box on the right, and click the left arrow button ( < ) to move the individual s name into the Members Notified box on the left. 7. If appropriate, under Other address(es) enter additional address(es) to which notifications will be sent. For example, if the member chooses to have notifications sent to a pager address, you will enter that address here. 8. Under Notification Schedule, select Immediate Notification and/or other scheduled notifications. Note: Electronic renewals do not create immediate notifications. If you have selected Immediate Notification renewal requests are routed to this inbox, please select additional scheduled notification times. 9. Click Save. 10. The staff member s settings now indicate the selected message notifications. Click Close to return to the View Practice Setup page. Repeat steps 1-10 to configure message notifications for other staff members in your practice, if appropriate. 16

17 QuickStart ADMN 1.6 Configure At a Glance and Reminder Views Point Person: Practice Administrator, Administrative Users Administration While individual practice members may adjust their At a Glance tab display on the Home page at any time, Practice Administrators often perform this configuration for new users. The 'At-a-Glance' tab of each practice member s Home page lists specified inboxes (along with message counts total, unopened, and overdue). Additionally, you can configure Reminders to display on the member s Home page, if appropriate. 1. From your Home page, click the Settings link. 2. On the Members tab, use the drop-down and select the member for whom you are adjusting the At a Glance view. 3. On the vertical navigation panel, click Home Page Setting. 17

18 4. Under At a Glance Inboxes, use the right ( > ) and left ( < ) arrows to select the Displayed Inboxes. For example, select an Inbox from the Other Inboxes list, and click the left arrow ( < ) to move it into the Displayed Inboxes list. When you have made your selections, click Save. 5. OPTIONAL You can also enable Reminders for this practice member s home page. Under the Reminders section, place a checkmark next to the required reminder(s). Click Save. Note: The service displays reminders only if there are existing items to trigger the reminders. For example, if there are no new Group Approval messages, this reminder (if enabled) will not display on the member s Home page until a new Group Approval message is received. 18

19 QuickStart ADMN 1.7 Create a Team Point Person: Practice Administrator, Administrative Users Administration Configuring teams for your practice provides a convenient and efficient way to establish inbox coverage. For instance, if nurses Sara and April are responsible for triaging clinical messages in your practice, you can establish a custom inbox called Clinical Messages (or any other appropriate name you specify) and assign inbox access to a clinical team consisting of users Sara and April. The team might be called Clinical Triage for instance. The Clinical Triage team will have access to the inbox, will have common user rights, and will share responsibility for managing these messages. This QuickStart provides instructions for creating a team in your practice. To establish inbox access for an established team, please refer to ADMN 1.4 Configure Inbox Access or ADMN 1.8 Create Custom Inboxes, depending on your needs. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, choose Add a Team from the Select an Action drop down menu, and click Go. 4. Enter the Team Name and Description. These are required fields. Click Save. 19

20 5. The View Practice Setup page displays. Scroll to the bottom of the page. On the Select an Action menu, click Add a Team Member. Click Go. 6. The Add a Team Member page displays. Enter the first and last name of the team member and click Search. 7. Under the Search Results list, click Add next to the staff member you would like to add to this team. 8. Click the down arrow to view this staff member under his/her team assignment. Repeat steps 5-7 as necessary until you have added all necessary team members. 20

21 QuickStart ADMN 1.8 Create Custom Inboxes Point Person: Practice Administrator, Administrative Users Administration By default, all patient messages are delivered to their provider s personal inbox. Additionally, a one-to-one relationship applies; a single message can be routed to a single inbox. However, multiple message types can be routed to a single standard or custom inbox. If you wish to route certain message types to an inbox other than that of the patient s provider or an individual staff member, you will want to create custom inboxes that model the established workflow of your practice. For example, clinical messages might be routed to nurses or medical assistants for triage (to a custom inbox titled Clinical Messages), while administrative messages could be sent directly to office staff (perhaps a custom inbox titled Administrative Messages). 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, choose Add a New Inbox from the Select an Action drop down menu, and click Go. 4. Enter the name of the new custom inbox. Click Save. 21

22 5. The View Settings for this Custom Inbox page displays. Note under the Inbox Access section, by default, All Practice Members have access to this custom inbox. To adjust access permissions, click Edit Access List. 6. Under Grant Access to, use the radio buttons to select Teams or Individual Members Only. If you have established teams, you may select the team name from the list in this section to grant access to this inbox for all members of that team. If you selected Individual Members Only, click Manage Member Level Access. 7. Confirm that the Practice/Team Access column indicates None for each team member. Using the drop downs select Allow or Deny for each practice member. Note: A member's Access Status is based upon any access they have inherited by their team or practice membership (Practice/Team Access), plus any specific Member Level Access the Practice Administrator has allowed or denied. Note if you select or leave a blank entry in the drop downs, the service interprets the blank as Allow. 8. Click Save. 22

23 9. The View Settings for this Custom Inbox page displays. Under Unopened Message Notifications, click Edit Notification Settings. 10. Under Unopened Message Notification, use the radio buttons to select No Notifications, Via , or Via fax. The form expands to display the appropriate options for or fax selections. Via Under Notification, select the name of the Practice member(s) with to notify in the right box, and click the left arrow (<) to move them to the list on the left. The list on the right includes only members with an address listed in their Contact Information. Via fax: From the Practice member recipient pull-down menu, select the name of the member who will receive fax notifications for this inbox. Note: the menu includes only those members who have a fax number listed in their Contact Information. For notification Via pager: Enter the pager address(es) in the Other address(es) field. 11. Select the times for notification schedule. 12. Click Save. 23

24 13. The View Settings for this Custom Inbox page displays. Click Close. 14. Repeat Steps 1-13 in this QuickStart to add additional custom inboxes, if necessary. 24

25 QuickStart ADMN 1.9 Configure Practice Default Message Settings Point Person: Practice Administrator, Administrative Users Administration Perhaps the most important decisions made for your RelayClinical practice relate to the types of practice- and provider-level messages you will make available to patients and where those messages will appear when received. Message type and routing considerations allow your online RelayClinical practice to parallel workflows in your organization. Under Practice Message Settings, Practice Administrators view a limited subset of Clinical messages types (Phone Message and Refer Patient to Colleague) which are always enabled. By default, these messages route to the Practice Inbox; however, Administrators have the option to adjust this routing to their preferences. Administrators also have the option to edit Patient message settings to enable/disable specific message types, route messages, establish response time, add patient instructions, and enable/disable attachments. A one-to-one relationship applies for message routing; a single message may be routed to a single inbox. However, you can route multiple message types to a single standard or custom inbox (i.e., practice inbox, team inbox, service area inbox, etc.) and grant access to the inboxes for specific members of your practice. This QuickStart includes instructions for enabling/disabling practice-level message types (i.e., options, and routing for established inboxes). If you choose to route messages to a custom inbox, you must establish the custom inbox before completing the steps below. Please refer to ADMN 1.8 Create Custom Inboxes for instructions related to creating custom inboxes for your practice, establishing practice member access, and setting message notifications. To manage default provider message settings, please refer to ADMN 1.10 Configure Provider Default Message Settings. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the vertical navigation menu, click Practice Message Settings. 25

26 4. Click the name of the message type you wish to enable or for which you will change routing. In this scenario, we will adjust routing of Appointment Request messages, which currently route to a Front Desk inbox, so that they route into a custom Appointment Request inbox. 5. Use the radio button to enable/disable this message type. If you have disabled the message type, click Save, otherwise, continue with step Under Message Settings, use the Route to drop down to select a standard or custom inbox. Note: By default, all patient messages are delivered to their provider s personal inbox (i.e., Requested Provider ). If you wish to route these messages to another inbox, select the appropriate inbox from the Route to drop-down). 7. Under Response time, enter the response time for this message type. The service displays this response time to patients when they send a message of this type to your organization. The service also uses this response time to calculate overdue message indicators on the Home page. 8. If appropriate, enter Additional instructions to patient. Again, this text displays to patients when they compose messages of this type. 9. Click Save. 10. Repeat steps 4-9 in this QuickStart for all message types your practice has chosen to make available to patients. 26

27 QuickStart ADMN 1.10 Configure Provider Default Message Settings Point Person: Practice Administrator, Administrative Users Administration Practice Administrators have the option to manage provider message settings (message type availability and routing) at either the practice default level or the individual provider level. Determining which method to use is often dependent upon the number of providers in the practice. To configure message settings (type and routing) for all providers (or the majority) in your organization, complete the steps in this QuickStart. Practice Administrators may optionally lock message settings in place for all providers using the options included in this QuickStart as well. Complete the steps in this document if settings will apply to most, but not all providers in your organization, then use the instructions in ADMN 1.12 Configure Individual Provider Message Settings to manage settings for providers who prefer different routing or who would prefer to enable/disable specific message types. If you have a limited number of providers in the organization, and each prefers different settings, there is no need to complete the steps in this QuickStart simply complete the steps in ADMN On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the vertical navigation menu, click Provider Message Settings. 27

28 4. Provider Default Message Settings displays three message groups: Clinical, Patient, and webvisit. Click the name of the individual message type you wish to enable or for which you will change routing. 5. Use the Route to drop down to select a standard or custom inbox. Click Save. Note: Depending upon the message type, you may also have options to enable/disable the message type, enter a standard response time, and enter instructions to the patient. 28

29 6. If providers in your organization use individual message settings, the service displays a notification that those providers will not be affected by the change. Click Confirm. 7. The Provider Default Message Settings page displays. To enable/disable or configure routing for other message types listed on this page, repeat steps 4-6 for each message type. 8. If appropriate, you may Update Settings for All Practice Members using the link at the upper right. This will apply all changes to all providers, regardless of individual settings. 9. You may optionally Lock Practice Level Message Settings using the checkbox. Click this box to prevent providers from changing their message settings. 10. You may optionally Allow Patient Responses for all messages in this area. If replies are allowed, providers will still have the option to disable replies at the individual patient message level. 29

30 QuickStart ADMN 1.11 Invite a Provider into the Practice Point Person: Practice Administrator, Administrative Users Administration You can easily invite RelayHealth registered providers to join your online practice. Invited providers will receive a standard invitation, and if accepted, your Practice Administrator will receive an acceptance message. This QuickStart includes the steps you will take to invite a registered provider. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, choose Invite a Provider into Practice from the Select an Action drop down menu, and click Go. 4. Enter the provider s First name and/or Last name. Click Search. 5. On the search results list, click the Invite link to the right of the provider you wish to invite. 30

31 6. Click Confirm to confirm inviting this provider into your practice. 31

32 QuickStart ADMN 1.12 Configure Individual Provider Message Settings Point Person: Practice Administrator, Administrative Users Administration Practice Administrators are often responsible for configuration of an individual provider s message settings. If an individual provider s message settings will deviate from the practice or provider default message settings (i.e., message routing, response time, available message types, etc.), you can configure messaging to individual preferences. This QuickStart includes instructions for configuring available message types, message response time, etc. for an individual provider. If you have not yet configured practice message settings, please refer to ADMN 1.9 Configure Practice Default Message Settings before performing the steps below. 1. On the Home page, click the Settings link. 2. On the Members tab, select the appropriate provider from the drop down. 3. On the secondary navigation bar, click Settings. 4. On the vertical navigation panel, click Message Settings. 32

33 5. Click Edit next to the message type you wish to configure for this provider. 6. Select the inbox from the Route to drop down and click Save. Repeat steps 1-7 in this QuickStart to configure additional, message type-specific settings for an individual provider. 33

34 QuickStart ADMN 1.13 Configure Provider Charging Point Person: Practice Administrator, Administrative Users Administration The RelayClinical service allows providers to charge a fee for responses to patient-initiated webvisits using the CPT code Online Medical Evaluation. Health plans in some states reimburse for these services and others are added frequently. When a fee is indicated, the patient will agree to the fee, and the patient s credit or debit card is charged at the time the provider responds to the message. The patient is charged for either the co-pay/co-insurance if it is a covered benefit (this may vary by state) or the entire fee if it is self-pay. Each time a patient is charged, RelayHealth processes the payment and remits a monthly check to the provider for fees collected on the provider s behalf. The built-in fee schedule in the RelayClinical service allows practices to establish standard fees for online consultations. By default, the fee schedule is set to assess a $30 charge for responses to new webvisit messages and $25 charge for responses to replies to webvisits (follow-up); providers may override these default fees. Note if a health plan is reimbursing, the charges should be set to the health plan amount. The two chargeable messages are: webvisit New Consultation: An online consultation consisting of a provider s consultative reply to a patient s webvisit for a new health issue. When a fee is set for this message type, the provider s response automatically triggers a fee. The provider can always choose to waive the established fee and forego compensation, if desired. We recommend waiving the fee when the provider s response does not include consultative information when the provider asks the patient to schedule an office visit, for example. Patients explicitly agree to pay the fee charged for their webvisit before sending the message to the provider. webvisit Follow-Up Consultation: An online consultation consisting of a provider s consultative reply to a patient s webvisit for an existing health issue discussed previously with the provider. When a fee is set for this message type, the provider s response automatically triggers a fee. Again, the provider can waive the fee, if desired. This QuickStart describes setting out-of-pocket fees for each provider. This feature is set at your practice s discretion and only applies to webvisits. If your practice does not use webvisits, it is not necessary to follow the steps below. 1. On the Home page, click the Settings link. 2. On the Members tab, select the appropriate provider from the drop down. 3. On the secondary navigation bar, click Settings. 34

35 4. On the vertical navigation panel, click Fee Schedule. 5. Click Edit next to the message type you wish to configure for this provider. Note: The webvisit Follow up fee may not be greater than the New webvisit fee. If necessary, lower the follow-up fees prior to lowering the New webvisit fees. 6. Enter the Standard Fee $ this provider will charge for this message type. Click Save. Note: Regardless of the fee entered here, the provider will still have the option of waiving the fee if he or she chooses to do so when responding to a webvisit. 7. Repeat steps 5-6 for each fee you wish to adjust for this provider. If applicable, repeat steps 2-6 to set fees for other providers in your practice. 35

36 QuickStart ADMN 1.14 Enter Provider Office Hours Point Person: Practice Administrator, Administrative Users Administration Each RelayClinical service provider receives a customizable practice Web site. The initial Web site configuration includes contact information the provider submitted during registration with RelayHealth; however, office hours can also be displayed on the individual s Web page. This QuickStart provides instructions for indicating a provider s office hours on his or her individual Web site. 1. On the Home page, click the Settings link. 2. On the Members tab, select the appropriate provider from the drop down. 3. The provider s View Contact Information page displays. Click Edit. 36

37 4. Scroll to the bottom of the page and enter the provider s Office Hours. 5. Click Save. 6. The provider s office hours now display on his/her contact information page and will be visible to patients when they visit the provider s individual Web site. Repeat steps 1-5 in this QuickStart to enter office hours for other providers, as necessary. 37

38 QuickStart ADMN 1.15 Configure Invitation Settings and Templates Point Person: Practice Administrator, Administrative Users Administration The RelayClinical service provides several ways for providers and staff members to invite patients to join the online practice. For example, when patients check in for their office visits, staff members can collect the patient addresses using enrollment pads. Use the information to Invite a Patient doing so will automatically generate an invitation for the patients to complete the secure, no-cost registration process. To invite patients, select Patients from your Home page. Then click Invite Patients on the vertical navigation panel. Or use the convenient 'Invite Patients' button under Patient Enrollment on your Home page. Prescribers in your practice can also invite a patient by clicking Add a Patient under escript and entering the patient s address. Your patient will automatically receive an invitation to register with RelayHealth. The RelayClinical service also gives you, as the Practice Administrator, the option of branding the patient invites by uploading your practice or health system logos in the Header, Footer, or both sections. This branding is optional and entirely under your control through the Provider/Staff Portal and is not related to any previous branding configuration completed by a RelayHealth Deployment Specialist or other Implementation Consultant. In addition, you can include personalized information in all parts of the patient invitation, using a series variables if you choose. The variables are substituted with the applicable text when the invitation transmits to the patient. For example, using variable will substitute the practice name (e.g., Waterside Family Care) into the invitation automatically. Please refer to page 43 for a complete list of variables. Note that all customization and branding can be done through the front-end of the service by modifying the Patient Invitation and Follow-Up templates. No additional back-end configuration is needed. The Sent Invitations view, under your Patients tab, lets you track the history and success of invitations sent by your practice. If the patient has not accepted the invitation, you can re-schedule or schedule up to five automatic follow-up invitations. This QuickStart provides instructions for configuring invitation settings for your practice (i.e., days between follow-ups and number of follow-ups), and describes how to configure invitation templates. Invitation Settings 1. On the Home page, click Patients. 2. On the vertical navigation panel, click Review Settings. 38

39 3. If necessary, select the appropriate practice from the dropdown. Click Edit. 4. Enter the number of days between follow-ups and the number of follow-up invitations desired. Click Save. Note: You can set Number of Follow Ups to a maximum value of The new invitation settings display. Click the Patients tab to review or edit invitation templates. Invitation Templates 1. On the vertical navigation panel, click Review Templates. 2. The service provides two standard templates: Patient Invitation Template Personal Patient Follow Up Template Personal If necessary, select the appropriate practice from the Select a Practice to View drop down. To review the content of any of the standard invitation templates, click View to the right of the template. To edit the content of a template, click Edit to the right of the appropriate template. In this scenario, we will edit the Patient Invitation Template. Note: Clicking the How to Edit Templates link provides instructions for branding and customizing a patient invitation 39

40 Note: Clicking the How to Edit Templates link provides instructions for branding and customizing a patient invitation 3. In the Add/Change Header Logo field, you may optionally include the practice or health plan logo on the patient invitation. Click Browse to upload a logo. Alternately, you may change the logo if you choose. Note: The header logo displays centered at the top of invitation . The maximum file size for the logo is 1MB. Logos may be in GIF, JPG, and/or PNG format. Other formats will be rejected. 4. In the Sender field, enter the practice name or use the is substituted with the practice name when the invitation transmits to the patient. Click the How to Edit Templates link for a list of all supported variables. 5. In the Reply to field, you may the change the address to the provider s practice by either entering the address or using variable. 6. In the Subject field, you may edit the default text For example, you might replace with the provider s name, or use variable instead. 7. For Banner Text, you may include a tag-line or catch phrase that identifies the practice or health system. The banner text displays below the header logo. 8. In the Salutation field, you may use the default text to display the patient s first name in the invitation. 9. In the Body Text field, you may edit the standard text and if you choose. The Click@RegisterLink directs patients to RelayHealth s secure registration site. If your practice has a custom registration link, enter the HTML anchor tag to the URL for your site. The text field also supports the HTML bold tag. 10. In the Closing field, use one of (e.g.,@providername or enter the applicable text. 11. You may optionally include a Footer Logo in the patient invitation. Click Browse to upload a logo. Alternately, you may change a logo if you choose. 12. In the Footer Text field, you may optionally enter a footer, which will appear in small italics at the bottom of the . It is designed for legal text and a standard unsubscribe link, which 13. Click Submit. OR 14. Click the appropriate button at the bottom of the screen to Restore Default Template, Delete Header Image, Delete Footer Image, or Cancel your changes. 40

41 15. To review your changes, click View to the right of the edited template. Repeat steps 2-13 to review or edit other invitation templates. Note: Edits to the templates are published as soon as you submit" them, so Practice Administrators should plan their messages before editing. To view the in full with all substituted with the appropriate options, the easiest way is to create a test user with a valid external address. When the is triggered, (e.g., the test patient is invited), you will see the full format in the external . Viewing an Template (customized with header and footer logos) 41

42 Branded Invitation in the External 42

43 Patient Invite (Default Template Language) no customization 43

44 How to Edit Templates templates can be edited like any plain document, and will be formatted with a standard HTML format when they are sent. To edit them, simply make changes to the text and click submit. Personalizing s is done with a series where the variable will be substituted with an appropriate option when the is sent. For will automatically substitute the patient s full name into the text, will substitute just the patient s first name. List Substitution Text <Hyperlink to find help and contacts for RelayHealth> Contact Us <Link to unsubscribe from any future s from RelayHealth> Click Here <Patient primary address> <patient first name from the message> <patient last name from the message> <Patient name from the message> <Practice address for the provider's practice> <Practice name from the message> <Provider address for the provider> <Provider name from the message> <Token link to register for an account> Register <Link to the main RelayHealth home page> app.relayhealth.com < AddressforRelayInvitations> RELAY-ME <Link to take a tour of RelayHealth> Take a <Link to RelayHealth Support> Customer Support Adding Logos To support branding of the Health System or Practice, Logos are supported as images directly above and below the text. They are optional. Any size image can be used, but the size should be supportive of typical clients and web pages..gif,.jpg, and.png files are supported. The images will be centered. If you would like multiple images or special formatting,you can make changes in any image editor, and export a single image to appear directly above or below the text. Legal text, unsubscribe, and small notes At the very bottom of any external , you can have an optional sub footer called Footer Text, which will appear in small character italics. It is designed for legal text and a standard unsubscribe link, which 44

45 QuickStart Administration ADMN 1.16 Configure Patient Health Record Update Notification Settings and Templates Point Person: Practice Administrator, Administrative Users The RelayClinical service provides health record update notifications that inform a patient when a Health Summary Document (CCD, CDA, C-CDA) is received into the patient s health record. This functionality affects any Health System that has enabled CCD/CDA/C-CDA patient updates. As an administrator, you may optionally brand notification messaging to your patients. The notification templates allow Practice Administrators to modify multiple elements of the notification messages. For example, these templates allow for upload of logos in the Header and Footer elements, the Subject line may be modified, and Practice Administrators may in the message. The variables are substituted with the applicable text when the notification transmits to the patient. For example, using variable will substitute the practice name (e.g., Waterside Family Care) into the notification automatically. Please refer to page 48 for a complete list of variables. Note that all notification customization and branding can be done through the front-end of the service through Health Record Notification templates. No additional back-end configuration is needed. This QuickStart provides instructions for customizing patient health record update notifications that inform a patient when a health summary is added to his or her health record. Notification Settings 1. On the Home page, click Patients. 2. On the vertical navigation panel, click Review Settings. 45

46 3. If necessary, select the appropriate practice from the dropdown. Click Edit. 4. The patient health record update frequency options include Never (the default), Always (send a notification each time a CCD/CDA/C-CCD hits the patient s account), and Set Number of Days (to place a time delay between notifications). If applicable, enter the number of days between notifications. Click Save. 5. The new settings display. Click the Patients tab to review or edit invitation templates. Invitation Templates 1. On the vertical navigation panel, click Review Templates. 46

47 2. The service provides two standard templates: Health Record Update Personal Health Record Update Secure If necessary, select the appropriate practice from the Select a Practice to View drop down. To review the content of any of the standard invitation templates, click View to the right of the template. To edit the content of a template, click Edit to the right of the appropriate template. In this scenario, we will edit Health Record Update Personal template. Note: Clicking the How to Edit Templates link provides instructions for branding and customizing the health record notification. 3. In the Add/Change Header Logo field, you may optionally include the practice or health plan logo on the patient invitation. Click Browse to upload a logo. Alternately, you may change the logo if you choose to do so. Note: The header logo displays centered and at the top of invitation . The maximum file size for the logo is 1MB. Logos may be in GIF, JPG, and/or PNG format. Other formats will be rejected. 4. In the Sender field, enter the practice name or use the is substituted with the practice name when the invitation transmits to the patient. Click the How to Edit Templates link for a list of all supported variables. 5. In the Reply to field, you may the change the address to the provider s practice by either entering the address or using variable. 4. In the Subject field, you may edit the default text For example, you might replace with the provider s name, or use variable instead. 5. For Banner Text, you may include a tag-line or catch phrase that identifies the practice or health system. The banner text displays below the header logo. 6. In the Salutation field, you may use the default text to display the patient s first name in the invitation 7. In the Body Text field, you may edit the standard text and if you choose. The Click@RegisterLink directs patients to RelayHealth s secure registration site. If your practice has a custom registration link, enter the HTML anchor tag to the URL for your site. The text field also supports the HTML bold tag. 8. In the Closing field, use one of (e.g.,@providername or enter the applicable text. 9. You may optionally include a Footer Logo in the patient invitation. Click Browse to upload a logo. Alternately, 47

48 you may a change the logo if you choose to do so. 10. In the Footer Text field. You may optionally enter a footer which will appear in small italics at the bottom of the . It is designed for legal text and a standard unsubscribe link, which 11. Click Submit. OR 12. Click the applicable button at the bottom of the screen to Restore Default Template, Delete Header Image, Delete Footer Image, or Cancel your changes. 13. To review your changes, click View to the right of the edited template. Repeat steps 2-11 to review or edit other invitation templates. Note: Edits to the templates are published as soon as you submit" them, so Practice Administrators should plan their message before editing. To view the in full with all substituted with the appropriate options, the easiest way is to create a test user with a valid external address. When the is triggered, (e.g., the test patient is invited), you will see the full format in the external . Viewing a CDA Notification (Example) 48

49 How to Edit Templates templates can be edited like any plain document, and will be formatted with a standard HTML format when they are sent. To edit them, simply make changes to the text and click submit. Personalizing s is done with a series where the variable will be substituted with an appropriate option when the is sent. For will automatically substitute the patient s full name into the text, will substitute just the patient s first name. List Substitution Text <Hyperlink to find help and contacts for RelayHealth> Contact Us <Link to unsubscribe from any future s from RelayHealth> Click Here <Patient primary address> <patient first name from the message> <patient last name from the message> <Patient name from the message> <Practice address for the provider's practice> <Practice name from the message> <Provider address for the provider> <Provider name from the message> <Token link to register for an account> Register <Link to the main RelayHealth home page> app.relayhealth.com < AddressforRelayInvitations> RELAY-ME <Link to take a tour of RelayHealth> Take a <Link to RelayHealth Support> Customer Support Adding Logos To support branding of the Health System or Practice, logos are supported as images directly above and below the text. They are optional. Any size image can be used, but the size should be supportive of typical clients and web pages..gif,.jpg, and.png files are supported. The images will be centered. If you would like multiple images or special formatting you can make changes in any image editor and export a single image to appear directly above or below the text. Legal text, unsubscribe, and small notes At the very bottom of any external , you can have an optional sub footer called Footer Text,which will appear in small character italics. It is designed for legal text and a standard unsubscribe link, which 49

50 QuickStart ADMN 1.17 Configure Custom Templates Point Person: Practice Administrator, Administrative Users Administration The RelayClinical service supports the creation of customized templates, which are often used in reply to patient or colleague messages. Your organization may develop custom Treatment Templates (Tx Templates) for use in replying to webvisits or other patient messages, Results Templates used when forwarding clinical results to patients or colleagues, or Patient Acceptance Templates that can be used to set up custom replies when accepting patients who have registered for the RelayClinical service. This QuickStart provides instructions for developing these customized templates and making them available to members of your online practice. 1. On the Messages tab, click Custom Templates. 2. On the vertical navigation panel, select the custom template type you wish to create: New Message Template New Treatment (Tx) Template New Results Template New Patient Acceptance Template Note: If you select New Message Template, you will have the opportunity to categorize the template type in any category you desire. The service categorizes Treatment, Results, and Patient Acceptance templates automatically. 3. In the field provided, enter the name of the new custom template. This is a required field. 4. Using the Category drop down, select the appropriate category for this custom template. OR In the New Category field, enter a new category for this custom template. 5. Enter the custom template Message text. This is a required field. 6. In the vertical navigation panel, you may optionally use the Spell Check link. 7. Click Save. 50

51 8. The new custom template is now included in the custom template list and is available to all practice members. Repeat steps 3-8 in this QuickStart to add other custom templates for your practice, as necessary. Note: If you choose to remove a template from the list now or in the future, simply place a checkmark next to the template name and click Delete from List. To review any template on the list, click the Edit Template link to the right of the template. 51

52 QuickStart ADMN 1.18 Edit Practice Information Point Person: Practice Administrator, Administrative Users Administration The RelayClinical Referrals message enables practices to transmit referrals and supporting documentation for any patient to any consulting provider or specialist. The consulting provider or specialist does not need to be an active RelayClinical service user to receive a Referral Message. If the specialist is not online with the service, we deliver the referral message by fax. This QuickStart provides instructions for customizing message identifiers such as a message cover note and National Provider ID specifically for those messages that are delivered by fax. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, choose Edit Practice Info from the Select an Action drop down menu, and click Go. 4. Enter the Practice Name in the required field. Note the service defaults this name to that which is displayed in the practice drop down. 5. Enter the practice s Tax ID. 6. Enter the practice s National Provider ID or click the checkbox for I will update later. This is a required field. 7. Enter a Message cover note. 8. Click Save. 52

53 9. The View Practice Setup page displays. The identifying information and message cover note will now be included on all referral messages delivered by fax. 53

54 QuickStart ADMN 1.19 Remove Member from Practice Point Person: Practice Administrator, Administrative Users Administration Practice Administrators have privileges to remove staff members from the RelayClinical practice. This is an important process, which helps to maintain the security of your online practice when a staff member leaves your practice, he or she should be removed from the online practice immediately. The steps below detail how to remove a staff member from your practice. Note: Removing providers from your practice may require either disabling an existing account or a data transfer of patient messages and health records. To remove a provider from your practice, please call our toll-free number and speak to one of our RelayHealth Support representatives from 4:30 am to 5:00 pm Pacific Standard Time: RELAY-ME ( option 1). When RelayHealth Support completes the change, your practice members and patients will be notified of the provider removal or transfer via a secure message. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down. 3. On the View Practice Setup page, select the member you wish to remove from the practice. Note: If the staff member does not display on this page, click the down arrow to the left of any team(s) you may have set up. The practice member will appear under the assigned team. 54

55 4. On the View Staff Member s Settings for this Practice page, click Edit Staff Settings. 5. On the Edit Staff Member s Setting for this Practice page, click Remove from Practice. 6. Click Confirm to remove the staff member from the practice. 55

56 QuickStart ADMN 1.20 Create Additional Practices Point Person: Practice Administrator, Administrative Users Administration In general, a member of RelayHealth s deployment team will set up your practice prior to scheduling the initial training of administrative users; however, your business model may require an additional practice in the future. This QuickStart provides instructions for initial practice setup. 1. On the Home page, click the Settings link. 2. Click the Practices tab. On the vertical navigation panel, click Create a New Practice. 56

57 3. The Edit Practice Information page displays. Note the Practice Type defaults to Medical ; this field may not be edited except by RelayHealth Support staff. Enter the Practice Name. This is a required field. 4. Enter the practice s Tax ID. 5. Enter the practice s National Provider ID or click the checkbox for I will update later. This is a required field. 6. You may optionally enter a Web site name and Mission Statement. 7. Use the radio buttons to select yes or no for Accepting new patients? 8. You may optionally enter the patient type accepted (e.g., Only patients under age 18). 9. Under the Practice Functionality section, messaging and escript features are enabled by default. You may optionally disable these features. For example, you may choose to disable patient messaging or escript prescribing. 10. Click Save. 11. The new practice now appears in the practice drop down list. By default, the service creates a practice inbox and the administrator who created the new practice has administrative rights in the new practice. Please use the QuickStarts included in this Feature Guide to add practice members, adjust permissions, and configure the practice to your needs. 57

58 QuickStart ADMN 1.21 Adjust Interaction Alert Settings Point Person: Practice Administrator Administration To support ARRA Meaningful Use and CCHIT requirements, the RelayClinical service includes the ability for Practice Administrators to configure interaction alert display for drug-drug, drug-condition, and drug-duplication interaction alerts. Using this feature, Practice Administrators will have the option to adjust the service s default settings to display higher caution alerts. Interaction alert configurations apply at the practice level. 1. On the Home page, click the Settings link. 2. Click the Practices tab. If necessary, select the appropriate practice from the drop down list. 3. On the vertical navigation panel, click Alert Settings. 4. The Drug Interaction Alert Configuration Settings page displays. Click Edit. Note: We provide a detailed configuration document on this page, which includes an overview of how screenings are used in the service and test cases you can use to determine the level of alerts prescribers in your practice desire. 58

59 5. Use the drop down list and radio button options to select the desired interaction screening and alert levels. Click Save. Note: If you would like to return the levels to the RelayClinical service defaults, click Reset. 6. On the Disclaimer pop-in, click Accept to accept the terms. If you choose not to accept the disclaimer statement, click Decline. If you decline the disclaimer, the service discards any changes you specified in Step 5, and returns to the RelayClinical service default settings. 7. The Interaction Alert Configuration Settings page displays and specifies the current settings. 59

60 QuickStart Administration ADMN 1.22 Configure External Portal Linking (Patient Portal Hub) Point Person: Practice Administrator and Administrator Users The Patient Portal Hub allows patients to connect to external portal applications in use by their care providers from within the RelayHealth Patient Portal. For Health Systems that use disparate technologies and multiple EHRs, the Patient Portal Hub is the solution to simplify patient access across care settings. This feature eliminates one of the most pressing barriers that health systems face when trying to engage patients: portal scrawl. Portal sprawl occurs as healthcare organizations (i.e., primary care doctors, specialists, and payers) launch individual portals, requiring patients to log in and out of disparate technologies. Now, Health Systems can direct patients to one location, the RelayHealth Patient Portal, to view their aggregated health record and access external independent patient portals in use by their providers. A practice administrator can enable or disable the Patient Portal Hub on the provider s behalf. When enabled, a visual indicator and link is displayed next to the provider s name on the Providers screen. Once the patient clicks the link, he or she is taken to the external portal without having to log out of the RelayHealth Patient Portal. This QuickStart provides instructions for enabling this feature, allowing patients to use the Patient Portal as the one location to access all their healthcare information. 1. On the Home page, click the Settings link. 2. Click the Practices tab. Select the applicable practice from the drop-down list. 60

61 3. Select the doctor for this practice. 4. From the View Provider s Settings for this Practice screen, click the Edit Provider Settings link, which is located in the upper right-hand corner of the screen. 5. Next, select the applicable radio button to activate or deactivate the External Portal linking feature. This feature is deactivated by default. Click Save. Note: Once this functionality is enabled, an External Portal Link Settings option displays in the vertical navigation pane of the provider s Practice Setup. Refer to Step 6 below. The Practice administrator has the option of entering a URL with an associated tool tip, which then displays next to the provider s name on the RelayHealth Patient Portal. Refer to Step 8 below. 6. Select the External Portal Link Settings from the vertical navigation bar. 61

62 7. Click the Edit button and enter the URL and associated tool tip. 8. Click Save or Cancel to return to the previous screen without saving your changes. Note: When enabled, an icon displays next to the provider s name on the Providers screen for patients to select. Hovering the mouse over the link provides a description of the third-party portal. Patients may then click the icon to go directly to the portal without having to log out of the RelayHealth Portal. Please refer to the Patient Portal Feature Guide for additional information. 62

63 QuickStart ADMN 1.23 Configure Dependent Accounts Rules and Settings Point Person: Practice Administrator and Administrator Users Administration The RelayClinical services offers a dependent management feature that assists practices and affiliations with complying with state laws and regulations governing access to dependent healthcare information. This optional feature for managing dependent accounts, when activated by a practice administrator, allows practices and affiliations to set an age limit when a primary account holder no longer has access to his or her dependent s health information. In addition, the administrator can customize patient communications and notification frequency for upcoming disassociations. Dependent Management rules and settings apply at the practice or affiliation level. This feature is set at the practice or affiliation s discretion. This QuickStart provides instructions for configuring rules and settings, customizing communication and notification frequency. Refer to ADMN 1.24 for instructions for applying dependent exclusions for addressing exceptions and special circumstances. Note: We recommend that Practice Administrators add know exclusions prior to configuring rules and settings to prevent primary account holders from receiving advance and final notifications unnecessarily. 1. On the Patients page, select Patient Notification Settings. 63

64 2. To set this feature at the practice level, use the practice drop-down list and select the appropriate practice. Note: You must be associated with the practice for it to appear for selection in the drop-down list. Or To set this feature for all practices in the affiliation, select the Apply to all your practices checkbox. 3. To activate this feature, check the disassociation box at the top of the screen. Note: For settings to take effect, you must select the disassociation checkbox and then click the Save button, located at the bottom of the screen. 4. Enter the age in years at which the dependent s healthcare information is disassociated from the primary account. Note: Setting the age to 0 and saving will mean that ALL primary account holders associated to the practice/affiliation will receive a final notification and be required to accept the disassociation upon their next login. 5. Select the number of days of advance notification and the frequency with which the primary account holder receives notification before the dependent reaches the specified age. 6. Customize the advance and final notification text that the primary account holder will see on the Patient Portal. Refer to the Patient Portal Feature Guide for more information on how these notifications appear on the portal. Note: You may want to include text about the applicable state/province laws for accessing dependent health information as well as a contact number or address if patients have questions or concerns. 8. Use the check box to select Yes or No for the primary account holder to maintain an archive of the dependent s health record. 9. Use the check box to select Yes or No for the primary account holder to provide the dependent s address. 10. If you haven t already done so, select the Apply to all your practices checkbox for the rules and settings to affect all practices across an affilitation. This checkbox is also located at the top of the form. 11. Select Save to apply the rules and settings. Note: Remember, once you Save the settings, primary account holders will begin to receive advance and final notifications about access to their dependents health information upon next login. 64

65 QuickStart ADMN 1.24 Exclude Dependent Accounts Point Person: Practice Administrator and Administrator Users Administration The RelayClinical services offers a dependent management feature that assists practices and affiliations with complying with province regulations governing access to dependent healthcare information. This optional feature for managing dependent accounts, when activated by a practice administrator, allows practices and affiliations to set an age limit when a primary account holder no longer has access to his or her dependent s health information. A dependent who exceeds the age limit, such as the primary account holder s parent or spouse, or an individual for whom the primary account holder is legally entitled to view health information, may be excluded from being removed from the account. Once a practice has excluded the dependent from removal, the primary account has full access to the dependent s healthcare information and will no longer receive any additional notifications regarding access to their dependent s record. We recommend that Practice Administrators add known dependent exclusions prior to configuring rules and settings, if possible, to prevent primary account holders from receiving advance and final notifications unnecessarily. This QuickStart provides instructions for applying dependent exclusions for addressing exceptions. Refer to ADMN 1.23 for instructions for creating settings and rules for dependent accounts. 1. On the Patients page, select the Dependent Exclusions. 2. Search for the patient to exclude from being removed from the primary account holder s account. Note: Once a practice has excluded the dependent from removal, the primary account has full access to the dependent s healthcare information and will no longer receive any additional notifications regarding access to his or her dependent s record. 65

66 QuickStart ADMN 1.25 Configure Patient Portal Branding Point Person: Practice Administrator and Administrator Users Administration RelayHealth offers a Patient Portal Branding feature. Practice Administrators have the ability to customize the Patient Portal with a familiar, consistent brand experience for patients as they navigate from the health system s website to the RelayHealth Enterprise Patient Portal. Administrators no longer need to rely on RelayHealth to brand the Patient Portal, nor is there a need for programming to create an on-brand experience. Now, you can easily change the Patient Portal s look and feel with color themes that complement or match your health system s brand, creating a seamless user experience for patients as they navigate from your health system s website to the RelayHealth Patient Portal. This QuickStart provides instructions for branding the Patient Portal. 1. From the Home page on the Provider Portal, select Settings>>Practices>>Patient Portal Branding. The Patient Portal Branding Tool displays. Note: The Patient Portal Branding tab displays only if you have Practice Administrator rights for the selected practice. 2. In the Primary Brand Color field, enter either your organization s hex color code or choose a color from the color palette that complements or matches your health system s color theme. Note: You may change colors for the following screen elements: The Navigation bar, active and inactive menu items, and links and buttons (as well as the button text). Note: Primary Brand colors are the colors for the active/inactive menu items and buttons. 3. In the Secondary Brand Color field, enter the hex color code or select a color from the color palette. Note: The Secondary Brand color is the link color that displays in the portal. 66

67 4. Click the button to view your selected colors. These colors will appear on the right side of the screen in the Preview window. In this scenario, the primary color for the active menu items is orange. If you hover over the inactive menu items their color is also orange. The secondary color for the links on the portal is green. 5. In the Brand Details section, select the logo section to upload your health system s logo. Please note that the recommended format for the logo is.png using a transparent background. Also, please note the size limitations. 6. Under Navigation Bar Colors, enter either a hex color code or choose a color from the color palette. 7. Under Link Colors, select a link color and corresponding hover color. 8. Select a button color and a corresponding hover color. You may also select the text color that will appear inside the button. 9. Enter the Home URL (clicking the top logo navigates the user to a website of your choosing) 10. Enter the Log Out URL to direct patients to a website of your choosing once they exit the Patient Portal. 11. Click the button to preview your changes prior to publishing them to the Patient Portal. 12. From the Draft Confirmation window, click Yes to save the draft theme. 13. Next, enter a Brand ID (BID) and Org. Name into the 67

68 Brand Details window. The BID must be alphanumeric and a maximum of 20 characters in length. (Please do not include special characters in the BID [such as a question mark or forward slash] as this will interference with the branding displaying properly on the site). The BID includes the logo and color themes. Note: For patients who access the Patient Portal from an external link from your health system website, include the bid in this URL. ( Patients who log directly in to RelayHealth will see the branding for the practice to which they are connected. If a patient is connected to providers in different practices, the practice that the patient connected to first takes precedence and its brand displays on the portal. 14. Click Save to save the BID and Org name.the org name allows RelayHealth to locate your BID should the branding need to be changed from the backend of the application. Now, you can preview the draft in the Preview window. 15. To publish the brand on the Patient Portal, click Publish Theme. 16. Designate if you d like to publish the brand to all practices for which you are affiliated or to just one practice. Click Yes to publish, or No for the branding to remain as a draft version. 17. Now, log into the Patient Portal to view the publish branding. 68