Tridiuum ONE Connect - Call Center Training Guide

This training document will walk you through how to use the Call Center. You will learn how to search for a patient, start a screener and book an appointment.

1. You will receive an email invite from Tridiuum. Click the Create Password link.

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2. Enter and confirm your password. Then click CREATE PASSWORD.

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3. You will be logged in and taken to the Tridiuum ONE Connect application Home page where you will conduct screeners with patients who call into the med center to schedule an appointment.

4. To begin, use the dropdown menu to select your site and click CONFIRM SITE.

5. Now you are ready to enter the patient MRN of your caller and click the search button icon.

6. Confirm the patient information presented is correct and click CONFIRM AND START SCREENER. If the information is incorrect, you may go back and enter a different MRN.

7. Next you will begin and complete the screener. Use the prompts as a script to talk with your caller. Question 1 requests you enter a phone number in case your call is disconnected.

8. You will notice that you must fill out the text box or select an answer for each question in order to click the NEXT button.

9. At any time throughout the screener you can use the top section to monitor and maneuver throughout the process.

   1. Toggle between Spanish and English.

   2. Use the progress bar to identify how far along the screener assessment you are currently.

   3. End the screener by selecting the green X button. An End assessment box will appear, choose a reason from the End assessment box on why the screener is being ended.

   4. Click on the Question number drop down to go back to a previous question.

10. Branching logic is built into the screener, so depending on how some questions are answered, either more or less will be asked. An example is Question 7:

    1. If answered no, the screener will skip to Question 11.

    2. If answered yes, the Columbia Suicide Severity Rating Scale will branch out and Questions 8-10 will ask about if there is a plan, intent to carry out the plan, and so on.

    3. For access to a list of all questions asked, response options, and branching logic built into the assessment click here:https://polarishealth.atlassian.net/wiki/spaces/TRAIN/pages/1448247954

11. If a question’s answer indicates risk to self or others, you will be notified that the patient is not appropriate for external provider referral and needs warm transfer to OD Triage to address their urgent needs.

    1. You also have the option to use the scheduling override function to skip the Call Center (EPN) Screener to schedule an appointment for a patient. To learn more about how to use this function as well as when it would be appropriate to do so, please review #1 here: https://polarishealth.atlassian.net/wiki/spaces/TRAIN/pages/1028882707

12. Once the screener is complete, if the patient is deemed appropriate for external provider referral, you will be brought to an eligibility page. You may add comments as you see fit. Click CONTINUE.

13. You will then be presented filters and a list of available Providers that meet the selected criteria with their appointment availability.

    1. You are able to search for and schedule In person and Virtual sessions. You can also enter the patient’s address in the Patient location field to search for a provider in closer proximity. You can view further options for filtering, such as searching for a specific provider, by selecting More Filters.

14. Available providers are stacked along the left-hand side of the screen. You can click on each name to view an abbreviated profile.

    1. You can hover over the site name under the provider’s name to see the address. If you have entered an address in the Patient location filter box, it will tell you how far the provider is from the patient location address as well.

    2. The person icon indicates an In person appointment is available, the camera icon indicates a Virtual appointment is available, and the icon with both images indicates either appointment option is available at that time.

    3. You can also hover over each icon in the provider’s availability chart to see the exact date and time of that available appointment.

15. Once you click on an available appointment, Appointment Details will appear.

    1. You can select delivery method preferences and enter patient’s information to send booking confirmation via email or text. You may also add comments as needed. Then click BOOK APPOINTMENT.

16. During the few seconds it takes to book an appointment, users will see the following four messages in order:

    1. We are booking the appointment, this may take a few moments…

    2. We are sending the booking confirmation to the patient…

    3. We are confirming that the booking confirmation was sent…

    4. Finishing the appointment booking process…

       1. All four messages will be cycled through, though the exact time that it takes for each message will vary in length, depending on how long each step takes.

17. If the notification has failed to be sent to the patient, the message will be displayed in a red bar prompting them that the appointment is booked, but the notification failed to send, with the corresponding notification for each type/combo.

    1. If only an email was sent and it failed: “The booking confirmation email failed to send. Click here to re-enter a notification method.”

    2. If only a text was sent and it failed: “The booking confirmation text message failed to send. Click here to re-enter a notification method.”

    3. If both an email and a text was sent, when the email failed, but the text was successful: “The booking confirmation email failed to send, but the text message did send. Click here to re-enter a notification method.”

    4. If both an email and a text was sent, when the email was successful, but the text failed: “The booking confirmation text message failed to send, but the email did send. Click here to re-enter a notification method.”

       1. If the user clicks anywhere on the red bar, they are given a pop up with the failure reason and the ability to enter email and/or text. If a user selects Resend Reminder, and the reminder fails to send, the pop up displays the failure reason and allows the user to reenter the email and/or cell number again.

18. If the notification sent successfully, you will be brought to a screen similar to this:

    1. You may click on VIEW PROFILE to see more information about the provider.

    2. Or click START NEW SEARCH and be directed back to the page to enter your next caller’s MRN and begin the screening process again.