Communications (Message Center) – Payer Communications

Tip: You can press Ctrl-F on your keyboard to search this topic.

 

The Communications (Message Center) page allows Providers to communicate with Payers regarding items not directly related to an individual Patient. Using this function, Providers can create new communication notes, review/reply to open notes, and archive closed notes to Payers.

 

To access the Communications (Message Center) page, either:

• Click on the Message Center button (available on both the Home page and Member General Notes section); or

• Navigate to Action > Communications (Message Center).

 

On this page, the search filters are encased as a section at the top of the screen. Upon accessing the page, Non-Patient is preselected in the Communication Type filter. On the Show field (to the right of the New button), choose to sort to view All, Received, or Sent messages.

Communications Message Center Page

 

Selecting Patient in the Communication Type filter, an Internal search field becomes available. Refer to the table below for selection values for Internal. The Patient and Internal columns display. Internal messages (only to be seen by the Agency personnel) are indicated with an encircled checkmark (as seen in the following image). When Non-Patient is selected, the Patient and Internal columns are hidden (as seen in the image above).

Message Center: Patient Internal Notes

 

Value for “Internal” Field	Description
Both	(Default) Shows all Payer and Provider communications.
Yes	Shows only Provider communications for internal messages.
No	Shows only Payer communications.

 

Viewing Messages

To view a message, click on the Note from the grid to open a popup window displaying the selected message. On the message popup, message details display to include From, To, Created, and Reason, as well as the message. Action buttons have been added to Reply, Resolve, or Print the message. The table below the image provides descriptions for each action.

Popup Message/Note Window

 

Action	Description/Select to…
Reply	Reply to a message. On the reply, select the Priority level and attach a file. Entering a note is required when selecting Reply. Enter up to 500 characters in the text box. Click Send to finalize.   A confirmation alert indicates that the message was sent successfully. Click Close to exit the window.
Resolve	Click Resolve to Close the Note. An alert prompts the user to confirm action. To confirm, click Resolve.   Upon clicking on Resolve, a Reopen alert window appears to further confirm to Close or reopen the message. Click Reopen to keep the message open.
Print	Click Print and follow the system prompts to print the message.

Hover Buttons

Hover buttons are available to facilitate Reply, Resolve or Print directly from the message record (visible under the Status column when hovering over the row).

 

Click on the desired icon to launch applicable action (as described in the table above).

Hover Buttons

 

Conversation Mode

Clicking on the Conversation sorting method displays messages in Conversation mode. Messages with (down) arrows indicate a conversation thread.

Conversation Mode

 

In this mode, click on the arrow to view all the responses to the original message. Response messages appear indented and the original message remains on the top. To collapse the messages, click the (up) arrow.

Conversation Messages

Clicking on any message in the conversation displays the thread of related messages in the conversation in a popup window.

Conversation Thread

 

Creating a New Message via the Message Center

Both Patient and Non-Patient messages can be created from the Message Center. To create a message click the New button (as seen in the image below).

Creating a New Message

Patient - New Message

On the New Message window, select Patient from the Communication Type field. The Payer, Patient, Reason, and Notes fields are required (as denoted with a red asterisk).

New Message - Patient

 

Note that all fields are auto-search and generate information as text is entered. Depending on the Reason selected, other applicable (situational) fields are populated. For example, selecting Change of Schedule prompts user to select a Start Date (field).

 

Complete the rest of the fields (Internal, Priority, and Attach File), as applicable. Click Send once complete.

 

Note: Patient Notes can also be created from the Patient’s General page by clicking the New button in the Notes section.

 

Non-Patient - New Message

As with the example above, the same functionality applies: All fields are auto-search and generate information as text is entered, additional fields may populate depending on the Reason selected, and fields denoted with a red asterisk are required.

 

On the New Message window, select Non-Patient from the Communication Type field. The From field is auto-filled with the sender’s username.

New Message – Non-Patient

 

In these messages, the Payer, Reason, and Note fields are required. The Payer field contains only the Payers linked with the selected Office. Complete the rest of the fields (Internal, Priority, and Attach File), as applicable.

 

Click Send once complete.