MCoM User Orientation - Amazon S3MCoM Overview CareWire Confidential & Proprietary | 2 •Log On Screen •MCoM Landing Page Overview •At a Glance Overview •View Message Details

MCoM User Orientation

July 2017

MCoM Overview

CareWire Confidential & Proprietary | 2

• 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


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

https://dashboard.carewireinc.com/



Landing Page (each user sees data based on location viewing access)



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



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



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.



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.



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”



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



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


• Email Notifications

• Detractor Review in MCoM

• Detractor Follow-up Process

RapidSat Detractor Alert Email Notifications


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


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


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


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


• Create New User or Edit Existing User

• Remove User

MCoM User Management – Create New User


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



Create New User

Enter Job Description

Enter Last Name

Enter First Name

Enter Email Address

(User Name)



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


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


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 [email protected] for assistance.

202 Water Street, Suite 208

Excelsior, MN 55331

www.carewireinc.com

blog.carewireinc.com

http://www.carewireinc.com/

http://blog.carewireinc.com/

Documents

MCoM User Orientation - Amazon S3MCoM Overview CareWire Confidential & Proprietary | 2 •Log On Screen •MCoM Landing Page Overview •At a Glance Overview •View Message Details