Control Panel Audio Options: This is a listen-only presentation Audio by Phone Access Code and Audio Pin Minimizing your Meeting Controls:

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Beryl Jones
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Control Panel Audio Options: This is a listen-only presentation 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

1 Control Panel Audio Options: This is a listen-only presentation 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 attendee Minimizing your Meeting Controls: o Meeting controls will minimize automatically o To open & close controls, use the Orange arrow button Raising you Hand: oif you have been muted and would like to get the presenter s attention, use the Raise Hand icon. Asking Questions: o Questions can be asked using the Questions Panel on the Meeting Controls o We will attempt to answer all questions at the end of the session.

2 How to Send Inclement Weather Notifications

3 o If you experience inclement weather and need to contact your patients, you can send out phone notifications through PhoneTree. o If TSI is open (Monday-Friday, 8:30am-5pm EST): Verify your inclement weather message script and call time settings in HealthWave Connect (explained in this training) Open following ticket with the TSI Helpdesk: o "Please run the PhoneTree inclement weather notification. This is for appointments scheduled on day/date/time. The reminders need to begin at HH:MM am/pm EST mm/dd/yyyy. o **Requests must be submitted at least 2 business hours prior to run your weather notifications o If TSI is NOT open, your PhoneTree administrator must manually send out the notifications via the instructions presented in this training.

4 o PLAN AHEAD **Most Important Tip** o Many practices and businesses will be attempting to use this service at the same time. o Plan on notifying TSI Healthcare with at least 2 business hours advanced notice of when you d like messages sent to patients. o Best Practice: Send out notifications to your patients the day before you expect inclement weather asking them to call your office the following morning to confirm if office is open.

5 Goals o Understand how to send PhoneTree inclement weather notifications to patients (both when TSI is open and when it is not) 1. Customize message script 2. Adjust time settings 3. Generate file of patients to be notified 4. Submit file to PhoneTree HealthWave Connect o NOTE: If you submitting a request for TSI to send out your weather notifications, Step 1 and Step 2 MUST be completed prior to opening your ticket

6 Step 1: Customize Message Script o Decide what message to send patients Are you cancelling their appointment and requesting that they call and reschedule? Asking them to call the following day to verify office hours? Hello. This is the office of TSI Healthcare calling with an important weather notice. In the event that there is inn-clement weather tomorrow we ask that you please call our office at, , to verify our office hours and reschedule your appointment if necessary. Thank you, and have a nice day.

7 Step 1: Customize Message Script o Login to o Click on the Messages tab

8 Step 1: Customize Message Script o Select the Phone button & then select Weather from the Message drop-down list o If you don t see weather as one of your message types, let us know by opening a ticket via helpdesk@tsihealthcare.com

9 Step 1: Customize Message Script o Edit the message script as necessary and select Save Changes.

Step 2: Verify Call Time Settings o Before creating and submitting a list of patients for PhoneTree to contact, you MUST verify your HealthWave Connect call time window is open o NOTE: Your calls

10 Step 2: Verify Call Time Settings o Before creating and submitting a list of patients for PhoneTree to contact, you MUST verify your HealthWave Connect call time window is open o NOTE: Your calls will NOT go out until the call window opens. If you submit your file and then realize your call window will not open until later, you must STOP your current job, change the time settings and resubmit your file. o Go to Settings in HealthWave Connect

11 Step 2: Verify Call Time Settings o Select Weather from the job drop-down o Verify call window starts early and ends late enough for your calls. Select Save Changes o **NOTE: PhoneTree will not let calls begin after 6:30pm. You must make your decision to contact patients before 6:30pm.

12 o If TSI is open (Monday-Friday, 8:30am-5pm EST): Stop at this step and open a ticket with helpdesk@tsihealthcare.com to run your inclement weather notifications. o "Please run the PhoneTree inclement weather notification. This is for appointments scheduled on day/date/time. The reminders need to begin at HH:MM am/pm EST mm/dd/yyyy. o **Requests must be submitted at least 2 business hours in advance to send out your weather notifications o If TSI is NOT open, your PhoneTree administrator must manually generate and send the call file to PhoneTree using the following instructions.

13 Step 3: Generate Call File o PhoneTree Weather administrator must log into Citrix using normal credentials o The specific Citrix server where these applications are hosted vary by practice. TSI will inform you on which server to access. o Click on the IVR-Utility Icon o Log in with NextGen username and password o Please open a ticket with helpdesk@tsihealthcare.com if you have any questions regarding your PhoneTree administrators, Citrix server, or if you do not see the IVR-Utility icon

14 Step 3: Generate Call File o Click on Export Definitions from the top menu in the IVR-Utility

15 Step 3: Generate Call File o Select Inclement Weather job in the left window. Then click Run this Export

16 Step 3: Generate Call File o Select the date of appointments you want to contact o If you only want to contact the appointments on the selected date, enter 1 in Number of Days of Data. Increase this number for however many additional dates you wish to contact.

17 o Click Run This Export Step 3: Generate Call File o View results under Export Run Results and confirm that the patients listed are those you wish to contact. This is your call file.

Step 4: Submit File to HealthWave Connect o Exit the IVR-U and return to your Citrix server desktop o Double-click on the PhoneTree_Inclement_Weather desktop icon.

18 Step 4: Submit File to HealthWave Connect o Exit the IVR-U and return to your Citrix server desktop o Double-click on the PhoneTree_Inclement_Weather desktop icon. ***Double-clicking this icon will automatically submit the file you just generated in the IVR-U to PhoneTree HealthWave Connect. Only complete this step when you are 100% ready to contact patients. ***

Confirm File Submission o Log into www.healthwaveconnect.

19 Confirm File Submission o Log into to confirm that your weather job has been successfully submitted. o You will see the weather job in the Recent Jobs section of the home page

20 Resources o Recording and cheat sheet will be posted to the client area of our website within 2 business days o o Client area o User name: tsiclient o Password: tsihealthcare o Go to Automated Patient Reminders section

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