MUNSON HEALTHCARE Consumer Access Solutions Clinical EHR Education User Manual
- June 1, 2024
- MUNSON HEALTHCARE
Table of Contents
MUNSON HEALTHCARE Consumer Access Solutions Clinical EHR Education
Specifications
- Product Name: Artera
- Functionality: Patient communication, appointment reminders, patient texting platform
- Data Storage : Communications stored and saved for seven years within Artera
Summary: Artera is a patient communication, appointment reminder, and
patient texting platform designed to help facilitate efficient and simple
patient messaging. Communications are stored and saved for seven years within
Artera.
Support: Ambulatory Informatics at
231-392-0229 or Help Desk at
231-935-6053.
Glossary User Definitions
- Enterprise Level User
- This access level is designed for users who need to configure an Artera account during implementation and are ongoing account administrators.
- Manager Level User
- This access level is designed for users overseeing individual departments and is typically given more access than staff users, including the creation of user groups.
- Staff Level User
- This access level is designed for users to communicate with patients via bi-directional messaging.
Frequently Used Terms
- Broadcast
- Allows the same message to be sent to multiple patients with a single action. Broadcasts can be used to let patients know about a change in the schedule or follow up with No Shows. With Broadcasts, you can quickly select up to 3000 patients per practice and send the chosen patients a customized message through text, call, or email.
- Internal Mentions
- Simplifies collaboration across Artera, bringing together all relevant parties and ensuring action items make it into the hands of the correct individuals. You can tag individual users or user groups.
- Patient Channels
- Contains all messages that have been sent to or from the patient, all internal messages sent in that channel, and event messages related to patient updates.
- Quick Response
- Templated responses to common patient questions.
- Smart Phrase
- Create individualized messages for your patients. Messages appear with the generic Smart Phrase placeholder before they are sent but will populate with the related data from your EMR.
- User Groups
- Allows users to tag relevant groups of people using the Internal Messages functionality in Patient Channels.
Icon Legend
Schedule Colors
Channel Statuses
Messaging Tools
Access
Logging In
- Open an internet browser.
- Go to: https://app.wellapp.com/login/staff.
- a. Enter your MHC email.
- b. Click Continue.
- i. Your credentials are synced with Munson Healthcare’s Active Directory.
Logging Out
- Click the Settings icon.
- Scroll to the end and choose Logout.
Add this site to your browser favorites for easier access.
Viewing
Inbox Views
- Recent Messages
- Displays the 200 most recent messages.
- Scheduled Patients
- Displays patients with appointments scheduled on the selected day and their related appointment confirmation status.
- Starred Patients
- For quick reference, users can “pin” patient conversations to their Starred Patients view.
- Mentions
- Contains all the patient channels where you or a user group you belong to have been tagged through Internal Mention. Internal Mentions are designed to allow Artera users to communicate through the platform (patients are not able to view these comments).
Sample Message
Viewing Patient Info
With a patient selected, the right side will display details, such as:
- Basic patient demographics
- Preferred Contact (pulls from RevCycle)
- Upcoming Events (I.e.: Appointments, Recalls, Referrals)
- Sent Attachments (I.e.: Photos, Files)
A verified patient is one that has had a past or future appointment at this
practice.| When you see a (?) icon next to the patient’s name, it means the
patient doesn’t have a past or future appointment within this practice. The
patient may have a past or future appointment in another practice or was added
during implementation with a historic patient upload.| If you see a (?) icon
next to a patient without a related name, it means the user is not verified in
any practice within your enterprise.
---|---|---
Opted In / Opted Out
The patient controls the status of being Opted In or Opted Out using
specific keywords through their cellular carrier. This determines whether the
patient can receive text messages and can be helpful when troubleshooting
message delivery.
The patient will only be Opted Out of texts from that specific line. If the patient is receiving messages from other lines in your enterprise, they’ll need to opt out of each number individually. Once the patient has Opted Out, the SMS Status will update to Opted Out and the Send Text button will be disabled.
View Scheduled Patients
- Click on the Scheduled icon.
- a. If you are a member of multiple locations, select the correct practice.
- Use the calendar, back, or forward buttons to navigate days.
- The patient’s schedule and status (color) will display.
Hiding a Message or Image
- Click on the message or image.
- Hold down the Shift key and click on the image or message.
- A Hide Message indicator will appear.
Note : Images and messages can only be unhidden by users who have permission to hide the message/image. These users can click on the hidden message to unhide.
User Settings
By default, App Sounds are On, and App Notifications are Off each time you
log into Artera. When you log out, any changes made to your notification
settings will revert to these defaults.
App Sounds
When enabled, Artera will make a sound each time a patient messages your
practice or when you are mentioned internally. Please make sure the volume on
your computer is On and turned up to an audible level.
App Notifications
When enabled, you will receive a pop-up notice for patient messages received
by your practice when logged into Artera. The notification displays in the
top-right corner of your screen, even if you are currently viewing a different
window. The app notification format displays as Message from {Patient Name}.
Messaging
Automatic reminders are sent at seven-day, two-day, and one-day intervals.
If a patient confirms on the first sending, they will not receive a reminder
to confirm at two days. However, they will still receive a reminder for the
date & time of the appointment the day before. If the patient has canceled,
the confirmation and reminders will stop.
A Doxy. me video visit link will be sent one hour before the virtual visit appointment.
Writing or Replying to a Patient Message
-
Click on the patient.
-
a. Details will open to the right.
-
Determine if the message is appropriate to the patient or if further Internal conversations need to occur.
-
Type response details.
-
Use Smart
Phrases or
Quick
Responses as needed. -
Click Send.
Providers will not have access to monitor Artera. If a patient asks a medical question, direct the patient to their patient portal or create a phone message within PowerChart. Messages can be sent securely by selecting the padlock icon . The patient will be required to authenticate to view the message.
When conversations have been completed, make sure to set the Channel Status to Closed. This will prevent further messages within the same conversation.
Sending an Internal Message or Mention
At times, a patient may write in with questions, concerns, or comments that
need further input. You can send a message internally to another user without
the patient being tagged or notified.
-
Follow the steps for Writing or
Replying to a Patient Message. -
Select @Internal.
-
Type message.
-
a. Use the @ symbol to mention or tag a user or user group.
-
Click @Send Internal.
-
A message will appear in the left blue band, under Mentions.
Smart Phrases
Smart Phrases, like shortcuts, allow a practice to customize communication
with patients across Artera and can be used in text, call, and email messages.
Messages appear with the generic Smart Phrase placeholder before they are sent
but will populate with the related data from the EMR or scheduling system.
- The Event Smart Phrase will populate with the patient’s first upcoming appointment information when manually messaging the patient. If the patient has more than one upcoming appointment, the soonest appointment details will be populated in the message. Additionally, if the patient doesn’t have an upcoming appointment scheduled and an Event Smart Phrase is used, the message won’t be delivered to the patient.
- In the Scheduled Patients view, the Event Smart Phrase will populate with the appointment details of whatever appointment the user selected when sending a Broadcast.
- For Automation, the Event Smart Phrase will pull in the appointment details for the event that triggered the Automation to send.
Quick Responses
Artera enables you to use Quick Response templates to provide quick,
consistent responses, without the need to type the same sentences day after
day.
- Within the patient channel:
- a. Click for pre-built Smart Phrases.
- b. Click for pre-built Quick Responses.
- Complete the remaining message.
- Click Send.
Broadcast Messaging
Sending A Broadcast Message
-
Within the Scheduled Patients pane:
- a. Click .
- b. Select Send a Broadcast.
-
Select all or specific patients.
- a. Advance the date as needed to select additional patients.
-
Craft the appropriate text, call, or email using Smart Phrases or Quick Response.
-
Select the Line to Send From.
-
Click Send.
Manual Intervention
Manual Appointment Confirmation
To manually confirm the appointment directly from the Event:
- Click the (…) menu for the upcoming appointment.
- Select Mark as Confirmed.
You can also send a manual Reminder or send a Confirm Request to the patient if needed.
The Patient Experience
- Outgoing messages retrieve information directly from Cerner Revenue Cycle and will be patient and appointment-specific.
- The standard appointment confirmed the one-day format of the reminder is: {clientFirstNameProperCase}, {eventProviderName} is looking forward to seeing you tomorrow {eventDateAtTimeShort} at {eventLocationAddress}. Please arrive at {eventArrivalTime15}.
- As an example, this translates to: John, Dr. House is looking forward to seeing you tomorrow 05/21/2022 12:00 pm at 100 Main Blvd, Traverse City, MI. Please arrive at 11:45 AM.
| Reminder Type & Name | Confirmation Status | Verbiage |
|---|---|---|
| Booking Confirmation | N/A | John, thanks for scheduling a visit with Dr. House |
on 06/21/2022 12:00pm at 100 Main Blvd, Traverse City, MI. We look forward to
seeing you!
Appointment Follow Up – Thank You| N/A| Hi, John, thank you for coming in to your appt with Dr. House. We look forward to seeing you
next time!
Standard No Show| N/A| John, we’re sorry that you missed your appt with Dr. House on 05/21/2022 12:00pm. Please
text us to reschedule.
Standard Acknowledgement
Confirmation
| Upon confirming| Thanks for confirming your visit, John! Dr.
House is looking forward to seeing you soon.
Standard Appointment Confirmation – 1D Confirmed| Day prior confirmation| John, Dr. House is looking forward to seeing you tomorrow 05/21/2022 12:00pm at 100 Main
Blvd, Traverse City, MI. Please arrive at 11:45AM.
Appointment Confirmation – 7D Unconfirmed| 7 Day- Unconfirmed| Hi John, your
visit at Main Office is on 05/21/2022 12:00pm. Does this time still work? [
Event Confirm Text ]
Standard Appointment Confirmation – 2D Unconfirmed| 2 Day- Unconfirmed| John,
will you please confirm your visit on 05/21/2022 12:00pm with Dr. House? [
Event
Confirm Text ]
---|---|---
Standard Appointment Confirmation – 1D Unconfirmed| 1 Day- Unconfirmed| John,
are you coming to your visit with Dr.
House on 04/13/2017 12:00pm? [ Event Confirm Text ]
Virtual Visit| 1hr Before| John, you have a Virtual Visit on Tuesday June 21st 2022 at 6:00pm with Dr. House. Please use this link to login to your appt. Please text us if you have any questions.
https://munson.doxy.me/munsonfamilypractice
Artera is configured to recognize the following keywords (Confirm, Cancel, or
Reschedule) allowing the patient to take action on their appointment by
texting in an assortment of responses to their appointment reminder.
A patient response that is less than 31 characters and contains any of the
following letters or words will update the patient’s appointment status only
if texted in response to appointment reminders that include {eventConfirmLink}
or {eventConfirmText}:
If the patient responds with one of the designated keywords listed above in English or Spanish but the message is 31 characters or longer, the Patient’s Channel will open, and the appointment status will not be updated.- If the patient’s message contains a question mark, Artera will not update the appointment status and will automatically open the Patient’s Channel.
The {eventConfirmText} Smart Phrase is an integral part of Artera’s Appointment Reminder workflows. This Smart Phrase allows patients to quickly confirm their attendance or request to cancel/reschedule an upcoming appointment.
- How this Smart Phrase appears in a text reminder: “Reply Y to confirm or N if you can’t make it.”
- How this Smart Phrase sounds in a phone reminder: “To confirm your visit please press 1, to cancel your visit please press 5, to repeat this message please press 9”.
Additional Resources
Frequently Asked Questions
- How long are communications stored in Artera?
- Communications are stored and saved for seven years within Artera.
- How can I access support for Artera?
- You can reach out to Ambulatory Informatics at 231-392-0229 or contact the Help Desk at 231-935-6053 for support.