Post on 13-Mar-2020
transcript
MCoM User Orientation
July 2017
MCoM Overview
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• Log On Screen
• MCoM Landing Page Overview
• At a Glance Overview
• View Message Details
• Send ‘On-Demand’ Messages
• Manage Arrival Time Changes
• Manage Patient Enrollment
• Update a Patient Phone Number
• Dis-enroll a Patient
CareWire Mobile Communication Manager
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Access MCoM at: https://dashboard.carewireinc.com
Click “Forgot
Password” to reset
your password
The first time you
log in you will be
asked to set your
password
CareWire Mobile Communication Manager
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Landing Page (each user sees data based on location viewing access)
CareWire Mobile Communication Manager
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Real-time detail on interactions ‘At a Glance’:
Click on Participant
ID to view detailsView status description
and last message sent
by hovering over “Status”
The dashboard can be filtered by
the headings listed along the top
CareWire Mobile Communication Manager
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Drill down to messaging details:
Click here to enroll or
dis-enroll participant or
to update a phone
number
The check indicates that
number is able to send
and receive mobile
messages
View what messages have been
sent, the date and time they were
sent, and the message status
CareWire Mobile Communication Manager
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Send real-time ‘On-Demand’ message alerts to participants:
1. Indicate the participant
you would like to send an
On-Demand message using
the check box
2. Use the drop down to select
the appropriate On-Demand
message and press “Send
Message”.
3. A confirmation will pop-
up. Press “Yes” to send
the On-Demand message.
CareWire Mobile Communication Manager
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Manage arrival time changes:
1. Click the arrival
time to update
2. Arrival Time pop-up will
appear. Set new arrival time
and click “Notify”
3. The following message is sent
(if Arrival Time message has
already been sent):
Your arrival time has changed to 8:30 AM
for your Apr 26 visit. Reply "C" now or call
555-555-1000 with questions.
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Navigate to My Patients > Manage Patient Enrollment:
2. Enter Phone Number or Participant
ID and press “Search”
OR Click “Manage Enrollment” from
Messaging Details
1. Navigate to “My Patients” and select
“Manage Patient Enrollment”
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Immediately update a mobile number:
1. Click here to provide a
new mobile number
2. Enter new number
and press Yes to confirm
3. A confirmation banner will
appear to verify that new
messages will be sent to the
updated number
4. The following
message is then sent:
Central Health: Msgs will now be sent to
this number. Reply STOP at any time to
stop msgs. Reply HELP for help. Message
and data rates may apply.
5. Update system
of record with
updated phone
number
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Immediately dis-enroll a participant:
2. Confirm dis-enrollment and
indicate reason
1. Click here to dis-
enroll participant
3. A confirmation banner will
appear noting that the participant
has been dis-enrolled
RapidSat Detractor Alert Process
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• Email Notifications
• Detractor Review in MCoM
• Detractor Follow-up Process
RapidSat Detractor Alert Email Notifications
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Subject: Central Health – CareWire Summary: 2 new detractor rating(s), 4 still pending follow-up
• MCoM users can be set up to receive daily email alerts
• Only participants that responded “Y” to the “May we contact you to learn more?” question are shown
• Email is sent if at least one Detractor response was received the previous day, or if there are requested follow-ups still open
RapidSat Detractor MCoM Review
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SIGN IN TO MCOM AND NAVIGATE TO ‘RAPIDSAT RATINGS DETAIL’ UNDER ‘INTERACTIVE PROGRAMS’ IN THE BANNER MENU
1. Update the ‘Custom date range’ as needed, to correspond with the encounter dates in the email notification
2. Click on the light brown alert pill to automatically filter to focus on detractor scores requiring follow-up
RapidSat Detractor Follow-up Process
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1. Follow up with each respondent that requested follow-up to
review feedback and suggestions for improvement
2. Once the follow-up has been conducted, place a check in the
appropriate box circled in red below
3. Once checked, a hover-over icon will appear showing more
details including the date, time, and email address associated
with the MCoM user that completed the contact
Frequently Asked Questions
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Q: What number will appear on participants’ phones when they receive a message?
A: Messages will arrive from 667-46. The participant will quickly be able to identify the sender as
each message will begin with your organization’s name (e.g., “Central Health: …”).
Q: A participant’s messages are showing as “Undeliverable”, but they have a cell phone that
receives text messages. What are some reasons why they aren’t getting the CareWire texts?
A: The most common reason for not receiving messages is because the participant has a short code
block on their phone. The participant can contact their mobile provider to remove the block. Other
possible reasons are the mobile phone is turned off or the participant is out of text message credits.
Q: How does CareWire ensure that protected health information remains private?
A: While SMS messaging is not secure, CareWire is careful not to send protected health information
in messages. Participant data sent from CareWire is housed in a HIPAA-compliant hosting facility.
Q: An On-Demand message I just sent is showing with a time stamp of N/A on messaging
details. What is going on?
A: It can take a few minutes for messages that are queued to be sent to be processed and received
by the mobile handset. Once CareWire receives confirmation on message delivery status, the
message time stamp will be applied appropriately.
Admin User Guide
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• Create New User or Edit Existing User
• Remove User
MCoM User Management – Create New User
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Navigate to Manage Users
Click on Resources,
then select Manage
Users
Click to create
a new user
Click to edit
permissions or login
information for an
existing user
MCoM User Management – Create New User
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Create New User
Enter Job Description
Enter Last Name
Enter First Name
Enter Email Address
(User Name)
MCoM User Management – Create New User
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Grant New User Access
Upon clicking ‘Create User’, an activation email will
be sent to the user. This link is active for 96 hours
Encourage users to check junk mail folder if they do
not receive link
Note: All users now have access to view At a Glance
and to Manage Customer Enrollment.
Example Access Levels:
• Front-desk staff – Use On-Demand Messaging
• Managers – Manage Users, View RapidSat
Ratings, Use On-Demand Messaging
• Note: Do Not Enable “Use Message Maps on
Demand”
Click to
Create User
MCoM User Management – Remove User
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Remove a user and prevent future logins to MCoM
Click on ‘Edit
User’
The User Profile
screen will
appear. Scroll
down and click to
Remove User
MCoM User Management - Frequently Asked Questions
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Q: I created a new user - why are they reporting they did not receive their activation email?
A: Instruct the user to check their junk email folder to see if the email was received. Confirm that
user was created with the correct email address.
Q: A user is reporting that they are getting a “403 Forbidden” error when trying to login to
MCoM. What is going on?
A: Navigate to ‘Manage Users’. Confirm that the user has the correct access levels. At a minimum,
the user should have rights to view at least one location.
Q: A user is reporting that they are getting a ‘404 Not Found’ error when trying to login to
MCoM. What is going on?
A: Once a user activates their account, the link to MCoM provided in the email is no longer active.
Instruct the user to navigate to https://dashboard.carewireinc.com to log in. Encourage the user to
bookmark this link for future use.
Q: Can I check to see if a user has logged in?
A: Yes. Navigate to ‘Manage Users’. Here you can see the last login date for each user. A user who
has not logged in will have a ‘Last Login Date’ of “never”.
Q: What happens if a user needs to reset their password?
A: From the sign in page, the user should select ‘Forgot Password’. A link to reset their password will
be sent to the user.
Q: I have a question and/or need help, who should I contact?
A: Email support@carewireinc.com for assistance.
202 Water Street, Suite 208
Excelsior, MN 55331
www.carewireinc.com
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