Call Center Application Updates | Impacts: Call Center Users

• Update to Appointment Cancellation Process for DSBO Enabled Organizations [3.106]

  • If Data Sharing Between Organizations (DSBO) is enabled, we will only allow appointments to be cancelled in the call center if the appointment was first cancelled successfully in the provider’s organization through an API call. If a cancellation request is made in a DSBO enabled organization, we will first send an API request to the provider’s organization (asking the provider organization to cancel the appointment).

  • If the provider’s organization is successful in cancelling the appointment, the payor organization’s call center can follow and cancel as well. If the provider’s organization is unsuccessful in cancelling the appointment, the Call Center should not cancel the appointment (and throw an error message letting the user know why).

• Update to Appointment Cancellation/Rescheduling Process for DSBO Enabled Organizations [3.107]

  • For organizations with specific workflows in place only, not applicable to all.

  • If Data Sharing Between Organizations (DSBO) is enabled and the provider organization’s workflow specifies appointments cannot be rescheduled or cancelled by the payor organization’s call center once the appointment has been confirmed by the provider organization:

    • The payor organization’s call center will display an error message if an agent attempts to cancel or reschedule the upcoming appointment from the booking page:

• Enhancement to clearing Advanced Filters on the Appointment Booking Page [3.108]

  • Call Center users were previously unable to clear single option fields when selecting Advanced Filters and instead had to reset all filtering options, forcing call center agents to remember to re-ask for filterable options or risk missing a critical option. We have added the ability to clear selections by filterable fields on booking pages by adding a “Select” option at the top of the filter selections that a user can choose to clear the previous selection.

• We have added email address validation to the screener question requesting an email be input for providers to contact the member [3.111]

  • If an invalid email address format has been input, user will receive an error requesting a valid email address and user will not be able to move forward with screener until complete.

• Resending Member Self-Serve Link [3.111]

  • If a member has previously been sent a member self-serve link, the link is in active status, and the member has a completed a call center screener within the past 24 hours, we have implemented a way for care navigators to re-send the link to the member from the call center Patient Confirmation page, if the member calls and needs help accessing the prior MSS link sent.

Member Messaging Updates | Impacts: Members

• Updates to member messaging pages for accessibility standards as per color contrast requirements for visually impaired users [3.109]

  • Please note, the text of individual messages can vary per organization

  • Appointment Confirmation

  • Assessment Completion Request and On Demand Video Session with Assessment (messaging is the same for both)

  • On Demand Video Session without Assessment

• Update to Appointment Reminder Messages for appointments booked with Intake Coordinators [3.110]

  • When an appointment is booked with an intake coordinator, we have removed the text specifying if the appointment is virtual or in-person in the appointment reminder communications sent to members.

• Update to Appointment Confirmation Messages when appointments can no longer be edited through member messaging [3.110]

  • After an appointment is confirmed by a provider and if an organization does not allow for updates to appointments through the platform when in this status, we have removed the Cancel and Confirm Appointment buttons from the Appointment Confirmation message sent to members.

• Update to Appointment Confirmation Messages for cancelled appointments [3.110]

  • If an appointment is cancelled by the call center or provider, we have removed the Cancel and Confirm Appointment buttons from the Appointment Confirmation message sent to members and added a line of text instructing members to contact their provider if further updates to their appointment are necessary.

Member Self-Serve Appointment Portal Updates | Impacts: Members

• Enhancement to the Language Filter on the Member Self-Serve Appointment Portal [3.109]

  • We have updated the Language filter from single-select to multi-select

• Addition of Provider Profile Filters on the Member Self-Serve Appointment Portal [3.109]

  • We have added four filters, allowing members booking through Member Self-Serve to filter providers by:

    • Provider Education Preference (single-select, degrees only displayed in pick list)

    • Provider Years in Practice (multi-select, bands of years displayed in pick list)

    • Provider Ethnicity Preference (multi-select, options from provider profile displayed in pick list)

    • Provider Race Preference (single-select, options from provider profile displayed in pick list)

      • These filters mimic what the call center currently has in place.

• Update to Member Self-Serve referral type name displayed in member-facing screener and appointment portal [3.111]

  • We have added a Referral Display Name of “Psychiatrist” or “Therapist” to replace the Referral Name field from showing to members taking MSS screeners or booking appointments. The previous Referral Name field displayed information as to the type of appointment being booked.

Organization Subscription Enrollment Form Updates | Impacts: New Provider Organization Users

• Update to available insurances displayed on user profile [3.110]

• Update to user role permissions: Communication and Security Settings permissions now default to permitted for newly created organizations [3.110]

Platform Updates:

Platform Update - Assessment | Impacts: Members and Provider Users

• Enhancement to Web Assessment Progress Indicator to Meet Accessibility Standard [3.109]

  • We have updated the Assessment Completion Progress Indicator to meet web accessibility standards.

Platform Update - Patient Profile | Impacts: Group Scheduling Admin Provider Users

• Update to managing patients [3.110]

  • An enhancement to platform users who manage the schedule on behalf of other providers who are also clinicians, which allows these users to hide patients from appearing on their Patients page with the addition of a "Hide patient from my patient list" link on the Patient Profile page.

Platform Update - Patient Profile | Impacts: DSBO Payor Organization Users

• Update to share and display appointment cancellation reasons to the payor organization for appointments cancelled in a provider organization [3.110]

  • If an appointment is cancelled in a provider organization or a provider organization’s EHR, the cancellation reason now shows on the Patient Profile - Visits tab of both the payor and the provider organizations. Previously, for an appointment cancelled in a provider organization/EHR, the cancellation reason was only being displayed in the provider organization.

Platform Updates - Provider Profile | Impacts: Provider Users

• Enhancement to Provider Profile Field “Years in Practice” [3.107]

  • We are now validating the data in this field to disallow users from inputting anything other than a number between 0 and 99. Users will receive an error message for any other characters. Please note, this is not a required field for profile completion.

• Enhancement to display name of public-facing provider profile link [3.111]

  • We have updated the display name from “View My Profile” to “View Public Profile” on the My Profile modal to be more clear that the link opens a view of what members can see.

Platform Update - Reports | Impacts: All Users with Access to Reports

• Update to display BHI Percentile instead of BHI Score on reports [3.110]

  • We have changed the following reports to display the BHI Percentile instead of the BHI Score:

    • Therapeutic Alliance Alert

    • Suicide Alert

    • Treatment Plan Alert

Platform Update - Scheduling Page | Impacts: All Users Utilizing Scheduling

• Update to disallow users/providers from changing an appointment date/time that is tied to a referral encounter prior to the referral encounter date/time [3.110]

  • We no longer allow users to edit the start time of appointments created through the call center to a time that is before the date the referral was generated and display the following error message if attempted: “You cannot modify this appointment prior to a time the appointment was made.”

• Enhancement to warn users/providers when changing an appointment date/time that is not tied to a referral encounter to a past date [3.110]

  • We warn users when editing appointment start times to past dates with the following message if attempted: “You're changing an appointment to the past. Are you sure you want to do this?”

Platform Update - User Role | Impacts: All Lucet Internal Platform Users

• Addition of Global Admin Role [3.109]

  • Internal Lucet platform users can now easily toggle between customer environments through logging in using a single login per instance, which will replace the need for unique customer-specific login credentials for every customer on the same instance.

Provider Messaging Updates | Impacts: Provider and Scheduling Admin Users*

*Note: This functionality has been built but will be implemented in coordination with training at a later date.

• Updates to Existing Email Notifications [3.111]

  • To better inform users of updates to their calendars, we have added the appointment date, time, and time zone to email notifications sent to provider and scheduling admin users for the scenarios listed below.

• Addition of Text Message Notifications [3.111]

  • We have added the option for provider and scheduling admin users to enable and receive text message notifications for the below scenarios.

    • When new appointments are booked with providers

    • When appointments have been cancelled with providers

    • When appointment holds have been added to providers' schedules

    • When appointment holds have been removed from providers' schedules

Resource Center Updates | Impacts: Platform Users for Organizations with Access to the Resource Center

• Update to the icon that launches the Resource Center and the alert badge within the Resource Center [3.108]

  • We have changed the icon that launches the Resource Center to a more widely recognizable symbol for self-help, and updated the alert badge within the Resource Center:

• Announcement - Share Your Feedback [3.109]

  • Link for customers to provide feedback on aspects of the platform

• Monthly Blog Highlight Link Addition [3.109]

  • Link for customers to view Lucet Marketing-approved informational blog/article.

• Updated Blog Highlight [3.110]

  • To maintain an on-going connection to the Lucet blog and relevant content for users, we are highlighting a recent blog entry on a monthly basis via a link in the Resource Center.

Scheduling Page - Eliciting User Feedback | Impacts: Platform Users with Access to the Scheduling Page

• We deployed a mechanism on the Scheduling page to allow users to submit product feedback via a free text field [3.110]

• A link to Support for technical issues is also provided [3.110]