Salesforce Admin
This is used to note escalations where client is upset, frustrated about an issue/concern, such as product functionality, product downtime, responsiveness, support related concerns, add on removals.
Hint: This is different from Archives.
Escalation Task
TRUE OR FALSE: When a client is archiving- it is not in the best interest of Phreesia to keep the client paying for services for as long as we can.
FALSE
What additional websites apart from Google/Yelp/FB does patient surveys support?
RateMDs and Healthgrades and Others
What do you do if you need to escalate a support case after submitting it?
Log an escalation on the case
Where do we import Copays from?
Clearinghouse response/insurance payer (NOT eCW)
Which field is required for all accounts to provide a link to the project plan?
Project Link
What should I do/prepare before every client call?
Prep and Email Agenda to the client
What is another use case for Health Campaigns in addition to intervisit campaigns and campaigns for patient care and marketing?
Intake Health Campaigns
Where should a case NOT be escalated?
Teams Chat
TRUE OR FALSE:
Staff can schedule/reschedule/cancel patient appointments in eCW directly from the Appointments Hub in the Dashboard.
FALSE
Which Stage and Deal Ownership should an amendment be moved to when an approved opportunity is submitted for quote creation?
Stage 4, Quote Owner - Create Quote
When should End to End testing take place during implementation?
After internal testing, workflow has been approved by the client, + 1 week prior to End User Training
What was updated in the most recent updated of the new Kickoff Deck?
Phreesia U Training Guidance / PCI Compliance
How do we send appointment confirmations to a specific appointment type, but NO pre-visit workflow
Add the appointment type to the exclusion list in Interview Settings > Intake Config > Communication Settings > Exclusion List
If a client only has a primary number in eCW, not cell phone number in eCW- does the text PV still go out to the primary number?
No - the cell phone # MUST be in the Cell Phone field in eCW for PV to send via text.
This is what you should view to see your Accounts, Project Dates, Whitespace Opps, GTM Contacts, Upcoming Tasks, and MORE.
Role Centric Dashboard
If a practice reaches out to you saying that one of their patients wants to opt out of DPE, what is the corrective step that you need to take?
The patient must contact Phreesia directly by emailing privacyofficer@phreesia.com with their name, address, DOB and provider name. Authorizations cannot be revoked by practice request.
Where can we view Patient Sessions/Imports/Patient Processing and other insights into data fields to troubleshoot client issues?
Patient Event (PE) Viewer in Admin Pages
Where in Admin Pages are we able to allow for patients to reauthenticate their session from where they left off?
Intake Config-> Configuration-> Workflow Management-> Mobile Resume https://confluenceokta.go.sohacloud.net/display/OP/Resume+for+In-Office+Mobile
How often should a practice's Ellkay runtime server be turned off?
NEVER. The Ellkay runtime server should ALWAYS be on to avoid any integration errors.
This is the Status of a Project that is paused because there is a temporary issue with messaging, the main point of contact is on leave, or the practice is undergoing internal management changes.
On Hold
How long does it take us to implement an eCW client with our best practice approach?
6 weeks (starter bundle) - 8 weeks (essential/premium bundle)
A client says that the Pre icon is not showing that the patient completed their In-Office registration but they automatically dropped down to Checked-in and they have the green phone icon by their name. What is the explanation for this?
Pre icons only change based on the patient completing Pre-visit registration. This icon will not change if a patient completes an AIOM or IOM workflow. If the patient drops down to Checked-in and has the green phone, we know they have completed their registration.
What 5 things should always be included in a support case?
1. Specific Patient Example(s)
2. When the incident occurred
3. Priority of issue
4. Attachments/screenshots
5. Client contact
What is Phreesia's Best Practice recommendation for triggering Arrival (ARR) status in eCW?
Trigger when patient is in Processed box in Phreesia