Introduction to AllMeds Customer Service Road Map and Future Portal

EHR-40 Sarah Cooke and Tina Dews

Have you ever been to a BBQ Cookout?

Imagine…

You’ve heard of this BBQ, others have had this BBQ, YOU want this BBQ.

Essentials

• Who? • What? • When? • Where? • How do you get there?

Basic Guidelines Before Taking Further Action • If an error is received, write the error down exactly as it appears on the screen. • If a workstation stops functioning while a user is working on it, write down exactly where you were in the program and the workstation number. • Be prepared to describe what process you were doing when the problem occurred. • Note any unusual activity that may have recently occurred in the office (i.e., a power outage, the movement of equipment, etc).

Take initial diagnostic steps • Follow any guidelines that your organization may have in place for resolution of system issues. • Try looking at the HELP files inside the EHR system. • If locked up, determine if the entire system is locked up or just your workstation. If it is not the entire system, have the IP address of the machine having the problem ready when you call. • If experiencing a printing problem, determine if you can print to other printers in the office. Also try to print from other programs on the same machine to see if the issue is isolated to AllMeds or all programs. • If experiencing a software issue, ensure that normal operating procedures are being followed. If you are new to an operation, check with a co-worker to verify the steps. • Schedule Preventive Maintenance in advance if AllMeds availability is needed/requested.

Roadmap to Successful Customer Service • Specific information is needed to troubleshoot or work your issue to ensure you get where you need to go.

Roadmap to Successful Customer Service

The nature of your call will determine proper routing and priority assignment!

We want you to arrive to your destination!

Details are IMPORTANT

In order to properly serve you, we need to know

• Your name or Contact Person for the case • Your Client RP# (can be found in Help/About AllMeds) • The name of the practice • Who it is happening to if it is not you!

WHO?

• What is the issue? • What were the steps you were doing prior to the issue? • What part of the program were you in? • Screen Shots are a GREAT tool.

WHAT?

• When did it start? • When was the last time it worked?

WHEN?

• Where in the program is it happening? • Is it specifically happening on ONE computer? • IP address of ALL computers having the issue • Patient Examples are a needed if applicable.

WHERE?

• How do we contact you? • A phone number-DIRECT LINE or EXT is preferred – • Do we have your e-mail address?

HOW?

WORK STOPPAGE • If you are unable to see patients in AllMeds during your regular office hours, every attempt will be made to respond to your issue immediately. • Disaster Recovery Forms are found on myallmed.com –Have these forms printed and available in the office to use as needed. • Details are crucial for AllMeds Support to investigate and resolve the issue

Express History Scanner Not Working

• Is the ExpressHx scanner connected to the back of the workstation and plugged in? • Are you able to scan the cards? • Has the scanner been cleaned? • If you have more than one Express History scanner they all must be on the same com port.

Signature Pad Not Working • Check the connection between Sig Pad and workstation. • Check to make sure tip of pen is connected securely. • Change the batteries. • Make sure it is connected to Com Port 1. • Try moving the sig pad to another machine. • Please also see handouts regarding maintenance and troubleshooting.

Patient(s)’ appointments not transferring? • If the patient is not crossing to AllMeds, try modifying the demographics of the patient in your practice management system. If the patient is now in AllMeds, try modifying the appointment in the practice management system. • If the patient’s appointment still does not cross call our office. • What information will we need?? – Chart Number or Patient Name.

Charges not transferring? • Check to see if the visit has been posted to billing. • To do this, browse the patient’s encounter and click view charges button at bottom of screen. • If this shows the codes have already been posted to bill, (not posted manually) please notify AllMeds. • We need Examples! Patient Chart number and date of service. If it is just a specific ICD or CPT code, please note that as well.

CUSTOMER SERVICE Normal Hours of Operation 7:30 am-9pm EST (M-F) To Log a Support Call……….. 888-343-6337 or 865-482-1999 For Customer Service: Select opt #2 Then specifically for: Practice Management #1 Electronic Health Record #2 To send a FAX 865-481-0921

E-mail

[email protected] Please include: • Client # and Name in the Subject • Screen Shots • Details of issue • Contact Information

AFTER HOURS PROCEDURE:

• Please call 888-343-6337 or 865-482-1999 and follow the prompts • If you call between 6pm and 9pm EST with a customer service issue or after 9pm with a work stoppage press 1 • Non emergency issues press 2 • For the Sales Department press 3 • Regarding a patient statement please call back between 9-5 EST M-F

Future Customer Service Portal The user will (by permission) be able to go to the Help menu item, select Customer Service and Report a concern…eliminating need to email or call

Here is a conceptual design for the client to use • Client can submit a case

Conceptual Customer Service Portal • Track the status of a case • Search the Knowledge Base • See resolved cases

Our Common Goal

Working together is the fastest way to arrive at our common destination, which is a

SUCCESSFUL RESOLUTION

QUESTIONS?????