Salesforce
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
You should do this before and after all of your client calls?
Send detailed agenda ahead of the call.
Send detailed meeting notes post the meeting.
If a client says they want to use their own iPads to distribute registration to patients in-office, what can you offer them?
PadX
How do you escalate a Support Case?
Add an escalation onto the specific case - do not reach out on to Support on Teams or change the priority of the case to escalate
True or False?
Patients have to download an app to be able to complete Phreesia.
False
What do you submit if a client has a request about DPE in their workflow?
Digital Patient Engagement Request
A client has a unique clinical screener that isn't included in our library of PROs. Before committing to building this, you should reach out to this team.
Clinical Content
True or False?
Patient Survey sending can be customized by Provider, Appointment Type, Location, Insurance, Age, and/or Gender.
TRUE
True or False?
You should always review open support cases prior to your meetings with clients.
TRUE
How quickly does an E&B response return when run through the Phreesia?
15-30 seconds
If a client escalates over DPE- what tool should you use to determine the root cause of the escalation?
DPE Esclation Playbook
Which clients do you send out the product specific 1 sliders(Drip Campaign) to?
Someone who recently purchased an add-on to show value to help them retain the add-on
What does the deductible column mean if it's highlighted in orange?
Patient has an outstanding deductible
Where can a client add in a case to support without having to reach out to the AO?
Support -> Product Support-> Support Portal
What two things does a patient have to authenticate before completing a Pre-Visit mobile workflow?
DOB & Street Address
Where can I view all my tasks?
Role Centric Dashboard (not 'Tasks' page on dropdown - not all tasks will populate here)
What is best practice for our Pre-Visit settings first send?
Highest utilization is seen with 5 days in advance with a 3 day reminder. General best practice is 3-5 days
What clearinghouses does Phreesia use to check eligibility and benefits?
Transunion and Eligible
If a client sees PCI non compliance fee on their invoice and asks you about this component, what should be your first next step?
Raise a tech case immediately choosing the case reason as PCI Compliance and then follow up with the client
What three things are copays determined by?
Appt Type and Specialty and Insurance Payer
What risk is associated if a project is in status 'on hold' or incomplete unresponsive' for months?
Client may become escalated due to them paying for a product that they are not using. Continued follow up on non-implemented products is recommended unless the client has provided a date (e.g. follow up in 6 months)
A practice has a lot of manual check-ins- what feature could you enable for the practice that allows patients to receive a workflow after their visit to still capture registration?
Post Check-In workflows
TRUE or FALSE?
A patient can setup a payment plan for copays.
FALSE
What pieces of information do you need before submitting an E&B case to the Phreesia support team?
patient examples and screenshot of benefits from the payer portal that the client has.
What is the difference between a balance that is highlighted in orange vs red?
orange = just an outstanding balance (no copay)
red= balance includes a copay