Bridge Line
A PAC caller is requesting helping logging into Anna for the first time.
Confirm user has received the welcome email and assist with the user navigating to Anna.
Troubleshooting might include screen sharing
What do we call the alerts / notifications in Anna that prompts users when they have an action to do in the software?
Tasks
What are the ways customers can contact Support?
3 part answer
1. Within Anna
2. Anna Support email
3. Phone 877-266-2411
What do you do with a reported issue you have confirmed?
Log ISS using template
When connecting with a customer to Screen share so they can share their screen
Teams
What is required for each Customer that receives help from a Support member on the bridge line
A support ticket
Feature of Anna that ingests authorizations and makes recommendations based on documents and data received.
Preservice
Issues found by our team in tickets should be escalated into
ISS
When a user needs to discharge a manual stay
+ Action > Has discharged
When a patient found has a name slightly different from the roster such as containing jr, sr, III or other suffixes
Alias table request - via teams chat
You receive a question on the bridge line that you are not familiar with
Create a ticket for the user and contact your people leader and post in Onehome go live slack chat with request for help.
How could a User limit their search in Anna if seeing too many patients?
Filters
When should you make a manual stay for an integrated facility?
Only after reporting issue via ISS
Customers see 2 separate stays/pces in Anna but are only tracking original admit.
Follow Interrupted Stay KBA
Lauren Coates
What user roles are being used for this go live?
Tab in Anna where users can go to confirm stays for patients from non-integrated facilites
Pending Admissions Tab
What states are we supporting with the Onehome launch?
Oh, KY, WV
What tool would you use for confirming a PCC API integration?
Find Patient Tool
A customer is requesting guidance on a clinical process that is new to support and a KBA can not be found
Create a KBA and post in chat for approval from Rob or Rebecca
What steps would you take if you need to leave the bridge but a Support counterpart did not come for next shift.
If CN does not complete 3-day assessment by 11:59pm on Day 5 what happens in Anna?
ELOS is generated based on ICDs
What are the 5 key topics from the PAC Quick Reference guide?
Respond to conversations
Upload docs
Complete dc questionnaires
upload nomncs
Action pending admission if non integrated
When RPA integration logs are pulled what are we looking to review?
If the RPA was able to successfully find the patient in the search.
Who approves user creation
Network Ops