Overview
PIMSY can notify clients when new documents or forms have been added to the Client Portal for them to review, as well as when they receive messages from their providers.
Required Permissions and Prerequisites
- This article is in reference to our Desktop application
- Please assign the Create, Modify, View, and Delete permissions for the following rule(s):
- -756 Send TEXT or EMAIL to Client on various Events
- -811 CLIENT PORTAL Auto Send Login and Password Invite
Step-by-Step Instructions
Step 1: Important System Settings
There are a few important system settings that must be covered before we can begin setting up renewal and messaging notifications. From the top navigation menu, go to:
Administration > System Settings
Setting –756
This setting is used to trigger email or text messages to clients (based on their contact preferences) when various events happen.
When any of the five values listed below are in the setting the system will attempt to send out text or email messages to the client or user when there are new docs to sign, new forms to fill out, a new message, or upcoming renewals.
- MESSAGESSENTTOCLIENTPORTAL
- NEWDOCUMENTSTOSIGN
- NEWFORMNEEDSTOBECOMPLETED
- CLIENTRENEWALS
- USERRENEWALS
Please note that messaging rates will apply
When one of these events occurs, the system will automatically send a text or email notification (based on the client’s preference) prompting them to log in to the Client Portal to view the update.
If the client does not have an active portal login (i.e., a valid username and password), or if the representative’s login is inactive, the system will refer to Setting -811 to determine next steps.
This setting determines whether an automated invitation to the Client Portal is sent when other messages are pending.
- If Setting -811 is set to True, the system will send a portal invitation to the client. If False, no message will be sent.
If the system attempts to send an invitation to the client and it fails, it will log the error in the Client Portal Auto Invite Errors. This can be found within the Client Automated Measures form of the Clinical Tools tab (this may be named differently based on your site's customizations) of the client chart. The client will then be skipped.
Step 2: Client Action Required and Visible on Client Portal Check Boxes
When saving a document or form to a client's chart, check the Client Action Required box to ensure the client is alerted when the document is assigned in the Client Portal and assign to a thread that is labeled Visible on Client Portal, using the Select Document Thread button.
Step 3: Notification from Client Chart Message
When sending a message from the client chart, the system will notify the client in the client portal if they have received a message from their provider.
Step 4: Notification from Task
The system can also send a notification directly to the client in the client portal if the user submits a comment from within a Task that is visible to the client.
This can also be accomplished from the Portal:
Step 5: Renewal Types and Subtypes
To view or create a new Renewal Type and Subtype, go to:
Administration > Pick List Management
Expand the Other category and select Renewal Type from the list. Next, select an already existing renewal type or create a renewal type by clicking the blank row at the bottom and entering the appropriate inputs for each column.
Renewals will need to have Allow Auto Reminder Messages to be checked under Renewal Type. Once checked, any renewals with the renewal type that are due will alert the client or user.
For clients and users, the message will be sent out daily based on the Expiration Alert Lead Time, which can be found within Renewal Subtypes. If there is no value, it will default is 14 days from the expiration. Renewal Frequency controls how often the renewal takes place.
To view or create a Renewal Subtype, select Renewal Sub Types, which can found when expanding Renewal Types.
When Auto Add to New Clients or Users is checked it will automatically add the renewal to new clients or users as they are created in the system. This renewal is set to expire within 24 hours of Date of Admission (DOA) or Date of Hire (DOH).
The Days to Add to DOA or DOH For Expiration will provide a cushion in addition to the 24 hours mentioned above. Once renewed, it will use the Renewal Frequency for the subsequent expiration date.
Step 6: Attaching a Renewal Subtype to a Form
To attach a renewal subtype to a form (i.e. such as a 90-day renewal) to ensure it is completed within the specified timeframe, go to:
Administration > Q&A Setup > Q&A Question Set Up
Select the form you wish to link to a renewal. Next, select a Renewal Subtype from the dropdown at the top right.
When the form is completed, the system will automatically generate a renewal based on the Renewal Frequency defined in the selected Renewal Subtype within the Pick List Management.
Questions flagged as the Form Complete Question, when answered yes, will update the renewal on the associate form for that client.
After assigning a form from the Client Portal tab of the client chart, the renewal will be automatically created based on the Renewal Subtype setup. According to the notification settings, the client will receive a message indicating that the form needs to be completed via the portal. This process is also driven by the Expiration Date and Renewal Date. Renewal notifications are sent daily at noon Eastern Time.
Under the Contacts tab of the client chart, Client Automated Messaging Contact will determine where the message will be sent or how the client prefers to be contacted. This applies to all client messaging.
Before proceeding with message, please ensure the client has given consent to receive messaging before assigning the form (setting –756).
Additional Information
For forms added to a client’s chart that require completion, there may be a delay of up to 60 minutes before the client receives the notification.