UNASSIGNED Queue
ORDERS FORMATTING
The Orders Editor The Orders Editor allows for the use of formatting, images and special symbols. You'll need to use some basic HTML to make it work. Formatting Basic HTML Formatting Codes: </h2> at the beginning of the order will ensure that the ...
Orange "DUP" tag on a ticket
Occasionally you will the word "DUP #" then a ticket number beside with an orange background. This signifies there is another OPEN ticket in the system with the EXACT same patient information or attached to the same PATIENT ID. You can hover your ...
API v1 Setting up a new Answering Service company
Ensure the Answering Service Company has the latest API document (attached). On the CC site, have "Answering Service" practice created and enabled. Create the user account for the API service to use. Have the "COMPANY" field entered as the actual ...
Create a new Call Center Application User Account
If you or someone in your organization require access to any of our Call Center Application site, please fill out the form below.
Can I delete a triage ticket that is not needed?
The Triage Logic Call Center software is not designed to remove any practices triage tickets, regardless of test calls and mis-entered information. However, if a ticket is not required to be part of the system, it is recommended to move that ticket ...
Call Recordings Access
If a user has the "CALL RECORDING" check box in their user profile, they user no matter what access can listen to the call recordings. PRN, if a user has that check-box + Admin or SuperAdmin, they can listen and download all three recordings. ...
UNASSIGNED QUEUE NOTIFICATION FEATURE
Is there a work around for this? Are you able to create an audible notification system for when a patient is in the unassigned que so we don’t have to babysit the page. It is very difficult to work on other things or another call and keep the ...
SEND BUTTON: What is sent and how?
Call Center software can have two options show up when doing a triage. Here are screen snips of both versions. Depends on features enabled for your organization. The option populate so that it would send to a location, once you select send, it ...
What are those numbers in the menu bar, and why are they red sometimes?
What are those numbers in the menu bar, and why are they red sometimes? The numbers indicated in the menu of the Call Center Software are the quantity of protocol licenses the organization has . When over the number is reached, the color turns red, ...
How to use multiple tabs or sessions with Call Center software?
Triage Logic Call Center Software does not directly support the ability to safely use multiple tabs of the same login session. However it does support multi-session access setting, as each user login session needs to be isolated from each other. ...
An Overview of Special Character Usage
GENERAL RULES The new software provides an upgrade which strips out "problematic" special characters prior to saving, so the user can't make a mistake. This is done without notice to the user. In other words, after clicking “GO” to save, the program ...
Navigating and Search the Archive
General Definitions Live Database Typically the Live Database will hold about 6 months of calls. Your call center site may hold more or less than this value. This is based on volume. The less calls we hold in the live database, the better speeds we ...
How To Change Your Password
If you need to change your password while logged in to the TriageLogic software follow these simple directions. 1. Navigate to your profile, by clicking on the tab with your username on it. In the example below, the username is cody.stanley. 2. Once ...
FEATURE : CUSTOMIZED SECURE MESSAGE WELCOME MESSAGE BY USER
A secure message welcome screen can have a custom welcome message based on the user who sent that message. This custom message will replace the sites configured default setting if the sender of the message has a custom setting in their user profile ...
FEATURE ON ORDERS : PRACTICE INFO and PHYSICIAN INFO, Information found under Practice Orders in Global Orders
If the following appears in your call center site, and you do not wish to have this information as a practice order, please contact us to remove and disable this feature. If you do not see this, and would like a "coversheet" order for each practice. ...
FEATURE: Site Option to Reopen a closed call Ticket
Site config option to re-open a closed ticket. Not all deployed releases have this feature enabled, and if enabled will have their specific requirements on how to adjust the setting. Taking into consideration of reporting. The re-open time can not be ...
Call Forward number greetings to patients. Does it have the emergency statement?
Call Forward number greetings to patients. Does it have the emergency statement? The standard greetings for all the call forwarding numbers does initially say “if this is a medical emergency, please hang up and dial 9-1-1“.
Yellow (or Blue) oncall information box - ED/UC PREFERENCES
How to update, change or remove the ED/UC PREFERENCES messages in the yellow (or blue) information box section. The ED/UC PREFERENCES are for each individual physician to describe their preferred message. In the MANAGE->PRACTICE->PHYSICIAN profile, ...
Yellow (or Blue) oncall information box - QUICK REMINDERS - MSG BOARD
How to update, change or remove the QUICK REMINDERS messages in the yellow (or blue) information box section. The QUICK REMINDERS come from the MSG BOARD. Only the one message, the latest can be shown at a time, all others would be ignored. Therefor ...
How long can I still view my secure messages for?
How long can I still view my secure messages for? Each site has different settings for time frame on how long a secure message is available for a physician to read. By default this is set to 72 hours. Additionally there is also a time limit to view ...
Multiple secure messages or texts at same time, at once?
I'm seeing multiple pages or secure messages to the same physician all with the same timestamp as shown here in the ticket details. Ticket History : 2019-09-30 17:40:24 : Created by Answering Service API from Southern Voices by apisv 2019 09 30 ...
Should we Change user account information?
Should we Change user account information? Most of the past records are converted to the new username, however not ALL data points will change. If you change the name on a profile, it will change all records within your system. Meaning any record ...
Change user name on user profile.
If I need to change a user name within an existing profile what will happen to records that were created with the original user name. Will they merge together or will it be like two separate users? TECHNICAL PART In most places within the software ...
User Access for Answering Service Agents and Managers.
Answering Service users should only have access level : Practice Manager/Edit. Flags : Intake Agent, Queues (manager role), Practices : Never ALL, should be the ones they service.
User Access to SEND TO (FAX) Queue which shows faxes to all practices in system
User Access to SEND TO (FAX) Queue which shows faxes to all practices in system. You see this queue if you have "ADMIN" access level. Which should be only users which have ALL Practices, typically these are just the nurses. This issue is resolved in ...
Protocol Access via API
Triage Logic has a JSON response API to access the Protocol Databases for Adult and Pediatrics Office hours and After hours guidelines. For more information regarding our Protocol API access, please contact us.
OnCall Group/Linked Scheduling - Complete Guide
BRAND NEW GROUP 2 STEP 1 : Set your practices. 2 STEP 2 : Create your group. 2 STEP 3 : Create the group 24hr schedule 3 REMOVE PRACTICE FROM EXISTING GROUP 4 STEP 1 : Remove from Group 4 STEP 2 : Delete this practice future schedules STEP 3 : Create ...
CALL TIME DURATION DEFINITIONS
There are so many short hand abbreviations of ways to count and calculate the encounters used in triage, what do they all mean? When you close a call ticket, call times are recorded into a separate database for easier reporting. There are multiple ...
Click to Call (C2C) button.
C2C & How to Report a Problem WHAT IS CLICK 2 CALL - Calling a patient and recording the call is required by the Telephone Triage team to use on every call when communicating with patients. We call this CLICK TO CALL, or in shorthand referred as ...
How do I REMOVE or DELETE a user account?
How do I REMOVE or DELETE a user account? Since the Call Center software houses ePHI, every active user can not be removed from the system, to keep the trailing access logs in tack. We can only delete accounts that were never finished the set up ...
How do I support the logon process for users under me?
How do I support the logon process for users under me? Whether you are new to Triagelogic software, or whether you've been around a while, it's always good to learn something new or brush up on the basics. Within our My247Healthcare application, ...
Opening a closed Triage Note or Ticket
Opening a closed Triage Note or Ticket There is no option to re-open NOTE if the note is properly closed. However, there is a button to RE-OPEN call ticket. Which is found in the HISTORY tab. The timeframe to reopen a triage note may different based ...
Transfer ticket from Assigned to MyCalls
Transfer ticket from Assigned to MyCalls. ASSIGNED CALLS view, is all tickets not including yours, that you have access for. A supervisor can overview active triage calls. If you are unable to take a call from the ASSIGNED queue, then your supervisor ...
I need the ability to run a daily report on the nurses notes in triage logic. Is there such a report already available? If there is not, would it be possible for such a report to be created?
I need the ability to run a daily report on the nurses notes in triage logic. Is there such a report already available? If there is not, would it be possible for such a report to be created? Currently you still can use our legacy reports to gather ...
What is our backup, alternate or failover site to login?
What is our backup (failover) web site to login into? I was wondering if you could tell me our back up site web address ? In this time of weather , it would be nice to know !! Almost every web based service we provide, there is a hot swap or backup, ...