C3CAP Clara User Manual

C3CAP Clara User Manual

Table of Contents C3CAP... 4 Clara... 4 Types of People... 4 Client:... 4 Users:... 4 Super Users:... 4 Vendor:... 4 Register to use Clara... 5 Assistance Requests... 5 Log into Clara... 6 Client:... 7 Assistance Requests:... 7 Actions:... 7 Multiple Invalid Login Attempts... 7 Reset Password... 7 Search for Client... 8 Create a New Client... 10 Client Information Page... 10 Duplicate Client... 11 Screening Page HOSPITALS ONLY... 13 Information Page... 14 Information Page: Hospitals... 14 Information Page: Coordinated Care Organizations... 14 Services Page... 15 Results Page... 19 Approved... 19 Pending... 21 Denied... 22 Tips & Tricks... 23 Updated: 06/01/2016 Page 2 of 26 c3cap@projectaccessnow.org

Return to Home Page... 23 Contact Vendor... 23 Frequently Asked Questions... 23 Can the client use Clara?... 23 I was unable to complete the Assistance Event for my client. Do I have to start over?... 23 How do I access a Service Request that has already been entered into Clara?... 23 I already entered a request but need to make a change, how do I do that?... 24 I believe there is an issue with Clara, what do I do?... 24 How do I acquire transit passes and/or shelter vouchers for my client?... 24 For Hospitals Only... 25 I work at more than one hospital, how do I view participating vendors in my area?... 25 Is a Release of Information (ROI) necessary?... 25 Updated: 06/01/2016 Page 3 of 26 c3cap@projectaccessnow.org

C3CAP C3CAP is a program at Project Access NOW. Project Access NOW is a not-for-profit organization whose mission is to improve the health of our community by creating access to care and services for those most in need. C3 stands for community, care and connection. CAP stands for the Community Assistance Program and was developed in partnership with the Providence Hospital System in Oregon. C3CAP supports discharge planners, social workers, and care managers to connect low-income individuals to the resources they need for regaining and maintaining their overall health. These resources include things like transportation, temporary housing and medication assistance as part of the individual s care plan. Clara Clara is a web-based application developed by Vistalogic to support the administration of C3CAP. Clara is used by C3CAP to screen, track and record requests for non-medical services. To access Clara, you will need an internet connection and a valid user account. You may need to be connected to your local printer if a voucher needs to be printed. Types of People There are four types of people that we will refer to throughout this guide and in Clara: Client: recipient of services. This person could be a member or a patient of your organization. Users: individuals who have access to Clara and have received training to select services for their members or patients. All users are provided a user ID by the C3CAP team. New Users can be requested by Super Users. Super Users: designated users who are available for mentoring, troubleshooting, testing new features and making special requests for their department, including: Transit Passes Shelter Vouchers New Users New Vendors These requests can be made by visiting the designated Super User area for your organization on the c3cap.org website. Vendor: a business or organization that is available to provide paid services to clients. Updated: 06/01/2016 Page 4 of 26 c3cap@projectaccessnow.org

Register to use Clara New users are requested by Super Users in the designated Super User area. C3CAP will receive a notification of your request and will process it during normal business hours. The new User and Super User will be sent a welcome email with further instructions. To complete the registration process, you will be instructed to: 1. Visit Clara at https://c3.vistalogic.net/clara 2. Click the Register Account link 3. Enter your email, your password and password confirmation when prompted a. Your password must meet the following requirements: i. A minimum of 9 characters in length ii. Contains at least one special character, including! @ # $ % iii. Examples: man!agerfc or managerfc@ 4. Click Submit to complete the registration process. Congratulations, you have registered to use Clara! Assistance Requests A variety of services are available to your client via C3CAP. These services are specific to your organization and must be within scope to be approved. If you have questions about the available vendors, please contact C3CAP. When you identify a client need that is within scope and available to your organization, you will use Clara to submit Service Requests. For hospitals, Clara will also screen your patient to ensure that they meet the eligibility guidelines for your organization. To submit an Assistance Request, complete the following steps (see Assistance Request Workflow below) Updated: 06/01/2016 Page 5 of 26 c3cap@projectaccessnow.org

1. Identify the client s needs based on your organization s scope 2. Log into Clara 3. Search for Client 4. Select the appropriate Service Type or Vendor 5. Complete the Need Survey 6. Review status of Service Request(s) Assistance Request Workflow Create New Client Approved Distribute Voucher to Client or Vendor Identify Client's Need(s) Log Into Clara Search for Client Enter Appropriate Service Request(s) Complete Service Survey Pending Contact C3CAP Team Select Correct Client Denied Contact C3CAP Team to Appeal Log into Clara In some instances, you will be required to print a voucher for the client and/or vendor. Please ensure that your computer is connected to your local printer. To login into Clara, visit https://c3.vistalogic.net/clara and enter the appropriate email address and password for your account. Updated: 06/01/2016 Page 6 of 26 c3cap@projectaccessnow.org

Upon login, you will see a screen with three different panels: Client, Assistance Requests, and Actions. You will interact with the items in each of these panels as you utilize Clara. Client: This area features basic client details such as the client s name, birth date, gender, etc. It will also be the area where you will search for individual clients. Assistance Requests: view past Assistance Events that you have submitted. When first logged in, it will display the last Assistance Events that you have entered. When viewing a specific client, it will display the Assistance Events created by your organization for your client. Actions: use this area to Change Password, create a New Request, or Find Client. Client Panel Assistance Requests Panel Actions Panel Multiple Invalid Login Attempts Two invalid attempts to login will be followed by an alert that you have one attempt remaining. With a third failed attempt your account will be locked. You will have to contact C3CAP to unlock your user account. Reset Password If you forget your password, click the Reset Password link on the login page. Updated: 06/01/2016 Page 7 of 26 c3cap@projectaccessnow.org

Enter your email address on the next screen and click the Submit button. A new password will be emailed to you. Be sure to cut and paste the password into the box labeled Current Password. If you do not receive an email from info@vistalogic.net please check your email s spam folder. If you are still unable to locate it, please contact C3CAP. Search for Client To search for a client, use the search fields in the Client Search panel or select the binocular icon next to Find Client in the Actions panel. Updated: 06/01/2016 Page 8 of 26 c3cap@projectaccessnow.org

When searching for a specific client, it is recommended that you enter a partial first or last name to increase your chances of finding the correct person. e.g. - if you are searching for Ann Smyth but enter Anne Smith, you will not find the correct client. Instead you should try An as the first name and Sm as the last name. Clara will display ten or fewer matching results. If there are more than ten results, you will need to use more specific criteria in your search and try again. If the client is not found in the system, Clara will display No records found. To select an existing client, click on the index card icon to the left of the desired Client ID. Updated: 06/01/2016 Page 9 of 26 c3cap@projectaccessnow.org

Create a New Client If the client is not found, click the New Client link. The Client Information page will be displayed. Client Information Page Complete the fields on this page. All fields marked with the orange bar are required. Although the unmarked fields are not required, users should capture this information as these fields are important for equity analysis. Check the box next to Phone and/or Email to enter this information. If you select these options, they will become required fields. Updated: 06/01/2016 Page 10 of 26 c3cap@projectaccessnow.org

Click the Next button at the bottom of the page to go to the Information page. If the red exclamation points appear (see below) it is indicating that a required field is blank or contains invalid information. Complete or correct the information. Duplicate Client When a new client is entered into the Client Information page, Clara will automatically check to see if the new client s details match a client already in the system. It will analyze the name and Updated: 06/01/2016 Page 11 of 26 c3cap@projectaccessnow.org

date of birth and will display the likelihood that this is a duplicate. A 1.00 means it is very likely that the client is a duplicate while a 0.60 would mean it is not as likely but still a potential match. Additional demographic information can be used to verify if the client is a duplicate. Click the Details link to bring up a list of sub-items that document the client s basic information. Most likely the same client If the new client is not the same as the suggested client(s) click the Continue (without merging) radio button, then click the Continue button to proceed with creating a new client. If the new client is the same as one of the suggested client(s), click the Merge radio button, then click the Continue button to proceed with your Assistance Request. The Overwrite identified Client with new information? checkbox should be used to update an old Client with the new Client s information. Updated: 06/01/2016 Page 12 of 26 c3cap@projectaccessnow.org

e.g. - if the client s name was originally entered as Stacy Jones but should be Staci Jones the check the Overwrite box to update the old information with the new information that you just entered. Screening Page HOSPITALS ONLY When completing the Screening Page, complete the fields with the following information: Household Monthly Income Enter the client s estimated monthly income. Proof is not required at this point in time but may be requested if needed. Household Size Enter the client s household size. Please include the guardians, parents and dependents that would be claimed on the patient s income tax. ROI Reviewed? - Review the Release of Information with the patient. If the patient provides consent to share their information with C3CAP at Project Access NOW, please check the ROI reviewed? check box. If the patient does not give consent, please discontinue this request for service(s). Click the Next button at the bottom of the page when finished. Updated: 06/01/2016 Page 13 of 26 c3cap@projectaccessnow.org

Information Page The Information Page will display differently depending on your organization. Information Page: Hospitals When completing the Information Page, please do your best to complete all the fields. This information is used by Hospitals and Project Access NOW to: Review Denied request appeals Refer patients to applicable services, such as Project Access NOW s Outreach, Enrollment & Access (OEA) or Classic program Evaluate trends in program usage Information Page: Coordinated Care Organizations Please complete all the fields on the Information page. The diagnosis code should be associated with the client s care plan and this particular request for services. Updated: 06/01/2016 Page 14 of 26 c3cap@projectaccessnow.org

Click the Next button at the bottom of the screen when finished. Services Page Use the Services page to find and select the services your client requires. The Search dropdown enables you to search by Services or Vendors. When searching by Service, select the type of service from the list displayed in the left hand panel or use the search bar to find the service type most commonly associated with your keyword. Updated: 06/01/2016 Page 15 of 26 c3cap@projectaccessnow.org

Once the Service is selected, a list of participating vendors will be displayed in the Service Vendors panel. Click the circular radio button in the Service Vendors panel to acquire vendor specific information. It will be displayed in the top right Information panel. Click the circular radio button to view Vendor Information To select a vendor, click the checkbox next to the appropriate vendor or click the Add button under the vendor information in the Information panel. At this point, you should verify that the vendor is Updated: 06/01/2016 Page 16 of 26 c3cap@projectaccessnow.org

available for the requested service before proceeding, e.g. - verify hotel vacancy, availability of taxi or secure transport, etc. ** It is essential that you communicate to the vendor that you are calling on behalf of a Project Access NOW client. ** Click Checkbox to Select Vendor To add another service, simply repeat the above process. If services are not available, remove the vendor from the list. This can be accomplished by clicking the radio button in the Service Requests panel and then clicking the Remove button located in the Information panel just above Service Requests or by deselecting the checkbox to the left of the vendor in the Service Vendors panel. Updated: 06/01/2016 Page 17 of 26 c3cap@projectaccessnow.org

2. Click Remove Remove Vendor by Unchecking Box 1. Select Vendor to Remove The Service Requests list in the bottom right hand corner provides a list of all the services that are being requested for the client. When all services have been selected, click the Next button to proceed. Updated: 06/01/2016 Page 18 of 26 c3cap@projectaccessnow.org

Need Page Additional information will need to be collected for each service you requested. Please include as much information as possible to expedite the Approval process. e.g. for transportation - you will need to fill out the address where the transportation vendor will take the client. If the client needs to make stops on the way, check one of the option boxes and write a brief description in the text box. Click the Next button when you have completed the necessary fields. Repeat the process, providing information for each service. Results Page The Results page will display the status of your request: Approved, Pending or Denied. Approved If Approved, you can view the vouchers before printing them by clicking the View Vouchers button. Updated: 06/01/2016 Page 19 of 26 c3cap@projectaccessnow.org

If there is more than one voucher, click the arrow at the top of the page to view the next voucher. Approved vouchers are used by our vendors to request payment from Project Access NOW. If applicable, please ensure that the voucher is given to the vendor i.e.: taxi driver and hotel clerk. To print at the time of the request, click the Print Voucher button. To print at a later time, you will need to Search for the Client, select the folder next to the correct assistance event in the Assistance Requests panel. The Results page will be displayed and you will be able to print the vouchers that were generated previously. Updated: 06/01/2016 Page 20 of 26 c3cap@projectaccessnow.org

Pending If you choose Other Assistance or a service that requires C3CAP involvement, you will see the Pending Approval message on the Results page. A voucher will not be produced. C3CAP is alerted with a Review Required email alert. You should contact C3CAP, via phone or email to discuss the request. After C3CAP approves the request, you will be able to log into Clara, find the client, and your request will be visible in the Assistance Requests panel. Click the folder icon next to the correct assistance event. The Results page will be displayed and you will be able to print the vouchers that were generated previously. Updated: 06/01/2016 Page 21 of 26 c3cap@projectaccessnow.org

Denied Service Requests may be denied for several reasons: The client is ineligible to receive services based on your organization s program scope. o Many times, the annual income was entered instead of the client s monthly income. The Assistance Request was started more than 24 hours before it was completed. If you believe that the Assistance Request is within your organization s scope and this service should have been approved, contact C3CAP to discuss. Updated: 06/01/2016 Page 22 of 26 c3cap@projectaccessnow.org

Tips & Tricks Return to Home Page At any time, you can return to your homepage by clicking on the Clara logo located in the top left corner. Contact Vendor It is essential that you communicate to the vendor that this is a Project Access NOW client. Project Access NOW contacts, negotiates, and pays the participating vendors. They may request payment from the client if they are not aware that Project Access NOW should be billed. Frequently Asked Questions Can the client use Clara? No. Only authorized staff are allowed to access Clara. I was unable to complete the Assistance Event for my client. Do I have to start over? Maybe. If you were interrupted and able to resume the request within 24 hours then you do not have to start over. To resume your request, you will need to Search for the Client, select the folder next to the correct assistance event in the Assistance Requests panel and the last page you were on should display. Complete the request as usual. If you were interrupted and unable to resume the request within 24 hours then yes, you do have to start over. Complete the Assistance Request steps. How do I access a Service Request that has already been entered into Clara? To access a request at a later time, you will need to Search for the Client, and select the folder next to the correct assistance event in the Assistance Requests panel. Updated: 06/01/2016 Page 23 of 26 c3cap@projectaccessnow.org

If the request was Completed, the Results page will be displayed and you will be able to print the vouchers that were generated previously. If the request is Active, you will be taken to the last completed page of the request. Please note that if you started your request and 24 hours or more have passed, your request will automatically be Denied. I already entered a request but need to make a change, how do I do that? Unfortunately, you are unable to make changes to a request once it has been Completed. Please contact C3CAP if the change is detrimental to the Client receiving services. I believe there is an issue with Clara, what do I do? If possible, try to complete the Assistance Request again in 10 to 15 minutes. It is possible that Clara was briefly down for maintenance or the problem was already resolved. If it is still not working correctly, please contact C3CAP. We will try to help resolve the issue. If Clara is not working, then we will perform the needs determination (if applicable) and create any required vouchers. Please be prepared to describe the issue, including: which page you were on, frequency of issue, steps you took prior to the issue and error messages that you encounter. In rare instances, we may need to report your issue to the developers of Clara. How do I acquire transit passes and/or shelter vouchers for my client? Updated: 06/01/2016 Page 24 of 26 c3cap@projectaccessnow.org

Transit passes and shelter vouchers must be ordered by Super Users from https://c3cap.org. Please contact your manager and/or C3CAP to identify the Super User in your department. Record the distribution of transit passes and shelter vouchers in Clara. For Hospitals Only I work at more than one hospital, how do I view participating vendors in my area? Complete the Assistance Request steps 1 through 3 as usual: 1) Identify client s need(s) 2) Log into Clara, 3) Select or create a new client. Once you are on the Services Page, use the Search dropdown to select your current location. The available Services and Vendors in your area will be updated. Is a Release of Information (ROI) necessary? Yes! Project Access NOW needs the verbal consent of your client to provide the services that you are requesting. We collect basic demographic information including name, date of birth, gender, race, basic income and contact information. We use this information to determine eligibility, coordinate services, and perform analytics. If your client does not consent to the ROI, then we cannot provide services. English and Spanish versions of the ROI are available at http://www.c3cap.org/wpcontent/uploads/2015/12/c3cap-release-of-information.pdf. Updated: 06/01/2016 Page 25 of 26 c3cap@projectaccessnow.org

Updated: 06/01/2016 Page 26 of 26 c3cap@projectaccessnow.org