HELLO HEALTH TRAINING MANUAL Please note: As with all training materials, the names and data used in this training manual are purely fictitious and for information and training purposes only Login/What s New Accessing Hello Health: o Please ensure you are using Google Chrome as your web browser, to download Google o o Chrome go to: www.google.com/chrome. Go to our website: https://user.hellohealth.com to enter your username and password to login to your HH account The website should display as featured below Login Trouble: If you are not seeing the login box it is either because you need to update your Google Chrome Web browser or you are using a web browser/ computer that does not have a Flash Player installed. If the issue persists, please contact the Hello Health Support Team at 1-866-779-1536 for further assistance 1
Login/What s New Continued What s New in Hello Health: o Every time a Provider or a Staff member logs into their Hello Health Account they are greeted with a window that displays What s New in Hello Health Version #. This window informs the practice of any updates to the Hello Health platform. The updates include performance enhancements, resolution of internal issues (bug fixes), and suggestions from providers that our Production Team has reviewed and in-cooperated into our software o The What s New in Hello Health Version # will appear every time you log into your account, unless you select Don t show anymore. Once this is selected, the window will only reappear when a new system update is released 2
Home Screen Display Provider Home Screen Display: o The Home Screen is the initial screen presented to a provider when they login Staff Home Screen Display: o The Home Screen is the initial screen presented to a staff member when they login How Staff can work on behalf of a Provider: o Step 1: Click on your display photo o Step 2: Select the provider you wish to work on behalf of 3
Admin Provider Admin Section o The Provider Admin section can be access by clicking on Admin at the top of your Home Screen o We suggest all Providers verify their professional information when first logging into Hello Health. You can access this by selecting Edit my profile followed by Professional 4
o Admin Continued Please ensure you change the password your account was created with to a custom password. You can change your password by selecting Edit my profile followed by Password. Once you ve entered your new password, you can save it by click the blue Save button in the right hand corner o You have the ability to set a profile picture that will be visible for other staff and patients. You can add or change your profile photo by selecting Edit my profile followed by Change Photo 5
Creating a New Patient Creating a new patient from the Scheduling section: o Step 1: Click Add Appointment or double click on the Schedule 6
o Creating a New Patient Continued Step 2: Enter in all the fields with blue asterisks; these fields are mandatory when creating an account Adding a Guardian/Contact to a minor s account o Step 1: If a patient is a minor you can click Add Guardian at the bottom of the Create Account pop-up o Step 2: Enter in all the fields with blue asterisks; these fields are mandatory when creating an account. Please Note: If this Guardian/Contact needs to view this minor s account ensure to select check box that displays Patient account access 7
o Creating a New Patient Continued To avoid a duplicate account creation, please type in the guardian/contact s name and if they already have an account select them to link them to the patient s chart from the drop down menu displayed Creating a new patient from the Panel Section: o To create a new patient from the Panel, simply click Panel and Add Account and complete the pop-up as explained above 8
Patient Panel The patient panel can be accessed when Staff work on behalf of a Provider or directly by a Provider by clicking on Panel o You can filter your search by patients, contacts and whether you want to include inactive patients and patient pictures o You can type the patients name, phone number or Hello Health ID in the search box. Contacts and guardians who are not also patients of the practice, as well as inactive patients do not appear in the drop down menu 9
o Patient Panel Continued You can also filter your search by which information you wish to appear alongside the patient s name, such as visit date, medical conditions, contact information, etc o From the panel search section you also quick links which you can access from the three horizontal lines in the top right hand corner 10
Scheduling Scheduling view for Provider: o The Provider Account will allow the Provider to view their own schedule. If a Provider needs to view another Provider s schedule, they must request for an additional account to be created. This can be requested by emailing the Hello Health Support Team at support@hellohealth.com. o The Scheduling section allows you to toggle backwards and forwards through the day, week and month view by selecting the arrows on either side of the date displayed on the left hand side of the Schedule. Please be sure to select the type of view you want displayed, by choosing one of the options Day, Week or Month. You will also notice on the left side of these options, you have the choice to change the view from Working Hours to 2 hrs, 4hrs, 8hrs, and 12hrs view of the schedule o By selecting Filters you will have the option to view the schedule by Type of appointment, the Status of the appointment, and by the appointment Categories. You can also search the patient s name in this section as well 11
Scheduling Continued Scheduling view for Staff: o In a Staff account, the schedule can be split into multiple sections in the Day-View. This allows the Staff member to view all of the Providers schedules at the same time o If the Staff member prefers to only see a certain Provider s schedule, they can manage this preference by selecting Filters on the top right hand side of the schedule o The Filters also allow for the Staff to view the Schedule by Type of appointment, the Status of the appointment, and by the appointment Categories. Please note: visits which have been filtered-out will appear to be greyed out on the schedule 12
Scheduling Continued Printing your Schedule: o To print your schedule, you must select the blue link List. By selecting List this will change your schedule from Calendar view to List view. Once in List View, you can see the option to Print the list of appointments for a day, week or month How to schedule a Visit: o Step 1: From the Schedule you can click Add Appointment in the top right hand corner or double click on the schedule o Step 2: Complete the Add Event pop-up. Please note: required fields are marked with a blue asterisk 13
Scheduling Continued Visit Status: Cancelling/Transferring/Editing Appointments: o All visits with the status Pending or Started without a Superbill or Invoice can be modified and transferred to another provider. If a visit is Finished it cannot be modified, as it has been signed off by a Provider o You can edit a visit from the Schedule by clicking once on the visit, clicking on the three horizontal lines in the top right hand corner of the pop-up and selecting Edit Visit From here you can edit the, date, time, reason for visit, etc o Providers can transfer a visit from another Provider to themselves. This can only be done by the Provider not by Staff. The Provider must select a Pending or Started visit and click the 3 blue lines which will display Transfer Visit to me 14
o Scheduling Continued From the same pop-up you can mark the patient as Check In, In Exam Room, and Checked Out If a visit needs to be cancelled or the patient has not shown up for their visit, these options are also available If you select Cancel a pop-up will appear allowing you to select whether it was cancelled by the Provider or by the patient. If you mark the visit Cancelled by patient you can charge the patient from this pop-up. You can also choose to notify the patient of the cancellation if they have an email on file 15
Scheduling Continued If you select No Show a pop-up will appear that you can simply save or you can enter a fee to charge the patient by selecting Charge patient and entering a total 16
Availabilities A Provider s availabilities can be created, edited and viewed by clicking on Scheduling and Availabilities. Similar to the schedule you will be able to view this section in Day view and Week view and adjust the hour view You can add a single availability or set of availabilities by clicking on Add Availability in the right hand corner and completing the pop-up. Please note: required fields are marked with a blue asterisk o If you want this availability to reoccur, you can simply select the days of the week under Recurrence and the End Date o You can select the Category of visits the Provider will see during this time period as well as the Type of visit allowed o If your practice has more than one clinic location, you can also distinguish which location this availability will take place at 17
o Availabilities Continued Visible to patients allows you to decide whether patients will be able to see and schedule during this availability online through their patient portal PortalConnect. You can prevent patients from scheduling visits during this availability by using the Less than and More than functions 18
Appointment Categories Appointment Categories can be created, edited and viewed by clicking on the Admin tab at the top of the page, followed by Settings and Scheduling o You can add new Appointment Categories by clicking Add new and completing the box and clicking ADD A check mark in the Visible to patients box allows patients to schedule this type of visit online from their PortalConnect accounts These appointment categories are specific to each Provider and can be selected in the Availabilities and Scheduling sections 19
Appointment Reminders When a visit is scheduled for a patient, Hello Health sends out email notifications automatically (unless the practice has this feature turned off). These notifications are Appointment Reminders, which are sent to patients 48 hours prior to their scheduled appointment 20
o Appointment Reminders Continued Patients can confirm their appointments from the appointment reminder email. This will display in the Provider s Schedule when viewing in List view. A grey check mark will be displayed on the left side of the patient s time slot when they have confirmed their appointment online o The Appointment Reminder can be changed if the practice does not accept insurance or credit cards. We can remove this description or turn off reminders completely if the practice requests this change. Please request any needed changes for Appointment Reminders by contacting our Hello Health Support Team at support@hellohealth.com 21
Visit Documentation To document a visit, you can double click on the visit from the schedule and the visit will open o Providers have the option to use templates in each documentation section of the visit. Providers can also click on the three horizontal lines in the top right hand corner and select Past Visit Template. A past visit template will populate the entire visit with the documentation from a past visit which can be edited as necessary o Once you are finished documenting the patients visit you can finish the visit by click on the three horizontal lines in the top right hand corner and signing off the visit If you ve finished a visit you cannot edit it, however, you can add an Addendum to the visit. The Addendum section is located at the bottom of a finished visit On the right hand side of the visit you will see the EHR Snapshot. The Snapshot is an overview of a patient s EHR and it contains important information such as a patient s allergies, medical conditions, etc 22
Templates Templates are used to pre-populate information and save time during documentation You can access all your templates by clicking on Admin Settings My Templates o You will see each category of Templates; from here you can edit templates, create new templates and delete templates o Clicking Add New will result in a pop-up. You can then click the plus to create a new templates 23
Creating, Viewing and Completing Tasks Providers and Staff members can both create Tasks and assign them to themselves or another user within their practice Tasks can be filtered by priority, type, status, date, assignee and by patient To create a new task you can click Create Task in the top right hand corner and complete the pop up 24
o Creating, Viewing and Completing Tasks Continued Any Task created with a patient linked to the task, will appear within the patient s chart in their tasks 25
erx You can electronically prescribe medication, save and print prescriptions and manage refill requests by clicking on the erx tab at the top of the page You can filter this section by status, type, patient and date You can manage pending refill requests by click on the blue arrow to the right of the screen beside a request and choose to review and approve it or ignore it o A yellow circle with an i in it indicates that the patient on the refill request does not match a patient from your panel. You can manually match the prescription by clicking the patient s name and searching for a patient from your panel. If the patient is not from your panel you can simply ignore it You can prescribe a medication or supply by clicking on Prescribe in the top right hand corner and selecting the drug or supply Custom medications are indicated with an orange asterisk to the left of the name 26
erx Continued Once you select the medication of your choice you will be asked to complete the prescription by completing sections such as Quantity, Sig, etc as well as the pharmacy (for erx) and the patient you wish to prescribe this to o Once you have completed the necessary fields on the new prescription page you can choose to Save Rx, Save & Print Rx or Prepare erx You can also prescribe through a patient s visit or by clicking on Prescriptions in the patient s chart o Through the patient s Prescriptions section you can manage their active and inactive medications, view their dispensed history and their pharmacies 27
Invoices and Superbills A Provider s Invoices can be found by clicking on the Admin tab and selecting Invoices Invoices can be filtered by patient, date, provider, status, type and invoice number This section of invoices can be used to pull reports. By selecting the relevant filters and clicking on the three horizontal lines in the top right hand corner the system will give you the options to export reports Invoices can be accessed in a patient s chart, which also features filtering options o A custom invoice can be created from the patient s chart by clicking on Create Invoice and then create again You can select supplies or add a custom item to the invoice and click Bill, followed by the method of payment o Staff or Providers with the ability to refund can refund a recent invoice by clicking on the pencil to the right of the invoice o By clicking on the pencil to the right of an invoice you can also export the invoice or view a corresponding visit 28
Invoices and Superbills Continued Superbills are receipts which are intended to be submitted to a patient s insurance Hello Health offers an integration with Collaborate MD to submit Superbills directly to insurance companies A Provider s Superbills can be found by clicking on the Admin tab and selecting Superbills Superbills can be filtered by Visit Date (maximum 1 month period), Patient and Status You can export your Superbills in batch by selecting relevant filters, clicking Search in the top right hand corner and then Batch Export below 29
Labs Once logged into Hello Health, you can locate the lab s tab at the top of your page The Labs section can be filtered by status, patient, date, etc If a lab result comes back with a Red circle with the letter A inside of it, this means that the lab results contains Abnormal Results. If there is a green check mark next to the ordered on date this means that the lab has been Marked as Reviewed. If you see a grey trash bin next to the ordered on date this means that the lab result was previously Archived. If a lab has a circle with a blue i, this means it s unmatched. You can click on the result and match the lab to a patient in your panel or you can choose to permanently delete the unsolicited lab from Hello Health On the top right hand side of the requisition page you will see the option to order the lab from the blue link displaying Order Lab. By selecting Order Lab this will open a lab requisition form 30
Labs Continued When a lab order is created in Hello Health a lab requisition is then produced. If you select Save the lab requisition has a status of In Progress which means it has yet been sent to the lab company. Once the lab is submitted to the lab company through the Hello Health platform the lab status is changed from In Progress to Sent o You will notice on the top of the Lab Requisition form you will have the option to select the Practice s location in which the lab is being ordered from, and you will see the option to choose the Lab Facility/Facilities your practice is integrated to choose the Lab company that you would like to submit the lab order form to o Once you have filled out the mandatory fields when creating your lab order, select Order Lab on the top right hand corner. If the lab facility requires additional information, you will be prompted with Additional Questions once you have selected Order Lab. If the company you are ordering from his LabCorp you will be prompted with Additional questions, that you will need to complete before submitting the final order. Once you send the lab order this cannot be undone, if you want to cancel the lab order after it has been sent, you must contact the lab facility directly to request this order to be cancelled 31
Library Once logged into Hello Health, you can locate the Provider Library section at the top of the page The Library is used to manage files associated with a patient s medical record and can be organized into folders o The Folder Tree is used to synch a Provider s folders with a patient s library o You can add a folder by selecting Add Folder below Library o When you first begin using Hello Health you can create all your folders in your Folder Tree and it will automatically apply the folders to each patient s Library as long as you have not previously accessed their Library. If you have accessed their Library, modifications or new folders will need to be manually applied to their Library. It is important to note that only the folders are shared automatically and not their contents You can upload files to the Provider s Library by selecting Upload Files in the top right hand corner You have the ability to search a patient s Library towards the bottom of the page by typing in their name and selecting them from the drop down menu o You can upload to the patient s Library by searching their name and then clicking on Upload Files in the right hand corner of their Library o You also have the ability to drag a file from the Provider Library to the patient Library below, when you drag the item you will be able to drop it once the red x changes to a green + 32
Messaging Messages can be located at the top of Hello Health in a Provider or Staff account Providers have the ability to message other Providers, Staff and their patient panel Staff only have the ability to message Providers and other Staff o If staff need to message a patient they can work on behalf of a Provider When you click on the Messages tab you will enter directly into the inbox Unread messages are indicated with a blue line to the left of the message The square with a download facing arrow, which appears when you hover the curser over a message, offers quick links for actions such as print, create a task, etc. These can be accessed by clicking the icon and selecting the option of your choice You will see on the left you have the ability to switch between your folders o You can add additional folders by clicking on the + beside Folders, typing the name of the new folder and saving it People allows you to search and view people with whom you can message such as your Team or Panel Labels allow you to colour code and organize your messages o You can add labels by clicking on the + beside Labels, typing the name of the new label, selecting a colour and saving it o When you open a message you can assign a label by selecting More Actions and choosing the applicable label Preferences allows for an auto reply, templates and a signature It is important to note that no messages are deleted, they can be archived but remain stored in Hello Health 33
Orders Orders can be accessed at the Top of Hello Health in a Provider account or as a Staff working on behalf of a Provider Orders allows Providers and Staff to manage radiology orders, referrals, custom orders specific to your practice You can manage specific Orders by clicking on the pencil to the right of the order You can create an Order by selecting Create Order in the top right hand corner and completing the Order pop up and clicking Send or Save o For Referrals, Recipient is a required field o You can manage your rolodex by clicking Manage Contacts 34
Amendment Requests A patient s Amendment Requests can be accessed in their chart by clicking on Amendment Requests in blue to the left of the screen Amendments are separate for each Provider If Staff or Provider make changes to a patient s EHR an Amendment Request will be created for Providers o Providers can acknowledge these internal amendments by selecting Acknowledge in blue If a patient makes an addition to their Health Record from their Patient Portal it will appear as an Amendment Request o A Provider has the ability to Approve or Decline the change to the patient s EHR If a Provider declines the modification the patient is not notified and will continue to see the change in their Patient Portal, however it will not be added to their official EHR and not visible in Hello Health 35
Export / Import The Export/Import section can be accessed in the blue section on the left of a patient s chart You can export a patient s Clinical Summary, Summary Care Record and/or Immunization Record o When exporting you can select the available sections and/or visits if applicable o At the bottom of each export pop-up you can select your view (HTML or PDF) or if you want to download the XML version XML is a format excepted by EMR s. In order to import into Hello Health the format must be XML. You can export in XML if this is being sent to a practice or hospital using another EMR 36
Patient Demographics When establishing a patient s account within Hello Health, it is always important to ensure all their Demographics information is entered correctly into their chart A patient s Demographics can be accessed in the blue section on the left of a patient s chart 37
Patient Demographics Continued In order for a patient to receive automatic email notifications when new information is uploaded into their account and appointment reminders you must ensure the patient s email address is added to their Contact Information section The Contacts section is used to add contacts by selecting Add Contact or Add Family for the patient, this can include a Guardian for a child, a significant other, a care taker, family members, etc Payment information is used to store a credit card on file for the patient. If the patient has any invoices directly from the practice or a Portal Connect membership fee the credit card on file can be used for payment o It is important to note Hello Health only stores one credit card at a time o When a credit card is added to a patient s file, a $1 authorization fee is sent to the credit card as Hello Health to validate the card. Once the card accepts the $1 authorization charge it is instantly voided by Hello Health o Hello Health accepts, MasterCard, Visa, American Express and Discover cards for payment processing The Health Insurance section allows for the storage of a patient s insurance information o If you are presented with a yellow circle with an exclamation mark in the middle, this means this payer does not exist in your Payer s List. To add a new Payer to your Payer s List, go to your Admin section and select your Settings. Within the Settings then select Billing and Procedures, once you are in this section under the title Insurance Payers you will see a blue link displaying Manage payers list. By selecting Manage payers list you have the option to create, modify or remove payers from your list 38
Memberships Hello Health allows for patients to have access to a patient portal PortalConnect through the subscription to a membership You can access a Provider s memberships by clicking on Admin at the top of Hello Health, followed by Memberships Memberships can be: o Private - can only be assigned by the practice or the Hello Health Support Team to a patient o Published - patient s can subscribe to the membership online through PortalConnect o Unpublished - no patients can subscribe to this membership, however the patient s currently subscribed to it maintain their access Changes to membership plans must be processed by the Hello Health Support Team with the approval of your Account Manager The icons in a row across the top of the memberships indicate the services offered with a plan. A check mark beneath each icon indicates that the service is offered with a plan o The icons from left to right indicate the following services: Office Visit, House Call, Video Visit, IM Visit, Phone Visit and Email To the left of each plan there is a blue square with the outline of one person or three people. One person in the icon indicates the plan allows for one person. Three people in the icon indicates the plan allows multiple people (between 2-12) on the same membership plan 39
Memberships Continued In the Memberships section located towards the bottom of the page you can also find a Provider s Global Visit Cancellation Fee o This allows a Provider to charge for a visit cancellation fee within a certain time frame prior to the visit o If a Provider has this section filled out, patients who cancel online within the determined time period will have to enter a credit card for payment, if they already have a card on file it will be billed 40
Memberships Continued Staff or Providers can give patients a membership plan by going in the blue section on the left of a patient s chart and selecting PortalConnect In a patient s PortalConnect section of their chart you can send them an activation key in Account Settings by clicking Send to patient in blue o It is important to note that if a child is under the age of 18 they will require a PortalConnect Family Guardian plan. This plan must be added under their Guardian s account and then the patient is added as a participant to the membership A plan can be added to a patient under Membership Plan, by clicking on the drop down menu and selecting the appropriate plan o If the membership allows for multiple people you can add participants to the membership by clicking View Participants in blue, followed by Add Participant in blue 41
Patient Card Patient Card is used to quickly identify a patient and access key information surrounding the patient The Patient Card can be accessed in most sections of Hello Health by clicking on a patient s name in blue once A Sticky Note is used to save internal information about a patient, not as a part of their medical record o To add a Sticky Note to a Patient Card, click on the icon of a piece of paper The icon of a person in green indicates if a patient has PortalConnect access The icon or either a check mark or a question mark indicates if the patient s identity has been validated or not o Clicking on the question mark or check mark in the Patient Card will give you the patient s Hello Health ID The red credit card icon demonstrates the patient does not have valid credit card on file By clicking on the three horizontal lines you will be provided with options which allow you to quickly navigate various sections of Hello Health in regards to this specific patient 42
Sharing Information Hello Health allows for Providers to share medical information with their patients, securely into their PortalConnect accounts An entire visit can be shared or a Provider and Staff can select specific sections they wish to share o o The entire visit can be shared by clicking on the three horizontal lines in the top right hand corner of the visit and selecting Share All Sections Specific sections of the visit can be shared by clicking the sharing symbol on the right of each section you wish to share A blue sharing symbol indicates the section is shared, a grey sharing symbol indicates it is not shared with the patient 43
Sharing Information Continued Labs can be shared with a Patient by marking them as Share Lab with Patient and Mark as Reviewed o It is very important to note that if a Lab is not marked as reviewed the results are not shared with the patient even if the Lab has been marked as shared Files uploaded into the Patient Library can be shared with the patient by clicking on the pencil beside the file and selecting Share with Patient o Files that are shared in the Library section will be in blue, while grey files are not shared 44
Sharing Information Continued Patient Education can be shared from Medline Plus. It is designed to provide patients with information relating to a type of procedure, medication, etc they have had You can send Patient Education as a secure message to a patient by clicking on Select & Send Content in the top right hand corner o You can select which information is relevant by checking off the boxes to the right and selecting Next, composing a message and sending it 45