Referral Source Link - Setup Manual - February

Referral Source Link - Setup Manual - February
Referral Source Link – Setup
Manual
Last Modified:
February 14th, 2013
– CONFIDENTIAL –
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TABLE OF CONTENTS Setup Instructions – Referral Source Link Online ................................................................... 4 Establishing the Basic Environment......................................................................................... 4 Creating A Worker ...................................................................................................................... 5 Demographics ........................................................................................................................... 5 Payroll Tab ................................................................................................................................ 6 Permissions Tab ........................................................................................................................ 7 Login Profile ............................................................................................................................... 8 Portal Login Capabilties ............................................................................................................. 9 Creating Team Names ................................................................................................................ 9 Assigning Teams To Sales Supervisors................................................................................. 10 Adding An Admission Coordinator ......................................................................................... 12 Assigning ACs To Sales Teams .............................................................................................. 13 Referral Sources: Physician Offices and Facilities ............................................................... 14 Physician Office Window ......................................................................................................... 16 Assigning Admission Coordinators To Physicians .................................................................. 20 Assigning Admission Coordinator To Facilities And Offices .................................................... 21 Edit Physician Office Customer Relationship Management Info ......................................... 22 Edit Facility Customer Relationship Management Info ......................................................... 23 Add/Edit/Inactivate Contacts ................................................................................................... 24 Sales Programs ......................................................................................................................... 26 Adding Sales Programs ........................................................................................................... 26 Viewing Sales Program Progression ....................................................................................... 29 Monthly Budgets ....................................................................................................................... 31 Call Management ...................................................................................................................... 32 Add/Edit/View Calls ................................................................................................................. 33 Page 3 of 38
Reports ...................................................................................................................................... 36 Setup Instructions – Android................................................................................................... 37 Obtain Admission Coordinator ID ............................................................................................ 37 Downloading RSL .................................................................................................................... 38 Page 4 of 38
SETUP INSTRUCTIONS – REFERRAL SOURCE LINK ONLINE Referral Source Link has been engineered to offer an integrated set of services through both the mobile application and through Referral Source Link Online, which is a component of the HCHB system in Homecare Connections. Before Referral Source Link can be used, certain setup operations have to be completed within the Referral Source Link Online system – generally table maintenance to identify people who will use the system, names of sales teams, security privileges and such things as call types, purposes, deliverables, allowable expense types and other basics. In the Online system, Admission Coordinators (ACs) are assigned to referral sources (physician offices and facilities), and certain CRM (customer relationship management) information may be entered about referral sources and the people who work in them. The online system also contains a set of reports, limited by the user’s security level in the system, which may be accessed by anyone from an AC to a sales executive. ESTABLISHING THE BASIC ENVIRONMENT In Referral Source Link, ACs are assigned to facilities or physicians’ offices. ACs are also assigned to sales teams, and these teams can be named as appropriate for the agency. There are two basic classes of users in Referral Source Link online – “ACs” and “Supervisors.” The latter refers to sales/marketing supervisors, directors, VPs or anyone else with sales team members reporting to them. The scope of supervision, which governs whose call a user can see and who the user can select to see on reports, is controlled by teams which are assigned to that user. So, an AC is assigned to a team, one or more teams are assigned to the supervisor, and so on. A supervisor may see any number of teams, up to and including all teams in the agency. Page 5 of 38
CREATING A WORKER To create a new worker, you must log into R2 and select Add/Edit worker. R2à Resource Managerà Worker Console à Add/Edit Workers. Once you select or add a worker, R2 produces the following window: DEMOGRAPHICS *All fields with an asterisk are required. Page 6 of 38
PAYROLL TAB Worker Category and Mileage Payment Method are required entries. Page 7 of 38
PERMISSIONS TAB For all users: The “Able to be Admission Coordinator” needs to be set to “Y” For all Sales Managers: The “Able to Obtain Login Profile” needs to be set to “Y” Page 8 of 38
LOGIN PROFILE Through the Login Profile, the first step is to assign the appropriate system roles to the user. All Referral Source Link users must have the “Admission Coordinator” role. Sales Managers or Supervisors should also be assigned the “Referral Source Link Admin” role. In order to view the “Sales Supervisor Teams” tab, the user must check the Sales Supervisor box on the top of the screen. This gives the user rights to certain Sales Teams created within the system. **One or more users in an agency should be designated as Referral Source Link Administrators, and these people will have authority to perform Referral Source Link table maintenance, assign supervisory roles within Referral Source Link, etc. Your systems administrator should select Add/Edit Workers, select these individuals, and assign the Referral Source Link Admin role to their login profile as shown above. Page 9 of 38
PORTAL LOGIN CAPABILTIES You will need to give Customer Support the names of any NEW users who will need to log on to the HCHB Portal (most ACs will be new users; however, a few may have already had access to the portal to support other job duties. Please do not include these people, as to do so would result in duplicate IDs in the portal). HCHB Support will inform you when the new Login IDs have been created, and will tell you what they are. You will need to enter this login ID into the User Administration panel for each potential Referral Source Link user before they will be able to successfully enter the system. The Login ID must be inserted into the Login ID field in the User Maintenance panel. Once IDs have been assigned by Support, ACs are added to the Referral Source Link Online system as follows: WorkersàEdit Workers. Even though these are field people, they are considered “Office Users” in this case because they will actually be logging in to HCHB. CREATING TEAM NAMES Another building block of Referral Source Link is sales teams. To add/edit names of sales teams, simply select REFERRAL SOURCE LINK from the HCHB main menu, select Lookup Tables, and then Sales Teams. The following screen will appear: Page 10 of 38
To add a team, just click Add in the lower left, enter the team name, and click Save. You may also single-­‐
click on an existing team name and click edit to change it, or double-­‐click to enter edit mode. ASSIGNING TEAMS TO SALES SUPERVISORS To control which calls, reports and other data a supervisor sees, go to Resource Managerà Manage Workers à Login Profiles à Edit. This process will take you to the following screen: Checking Sales Supervisor activates the Sales Supervisor Teams tab, which appears as follows: Page 11 of 38
In the example above, the Supervisor already has access to the DMP and HCHB Teams, and clicking “>” with the highlighted team will also give the supervisor access to that team. If the user needs access to all teams you may click on “>>” to move all teams to the right-­‐hand column. The process can be reversed by removing teams from the right-­‐hand column using “<” (to remove one team name) or “<<” (to remove all). Now you have set up this supervisor to see calls and report information for all individuals assigned to the selected teams. Page 12 of 38
ADDING AN ADMISSION COORDINATOR To add an AC go to Orb –> Homecare Connections –> Maintain Admissions Coordinators. A table will appear, as shown. Click Add. A new form will appear with Last Name, First Name, Worker, and Active. Because of turnover, we suggest you populate the boxes as territories, instead of names. For Example: Last Name: Territory 12 First Name: Central Dallas Worker: David Sterling (This will help when replacing old AC’s with New AC’s.) **See “Assigning Physician Offices and Facilities to ACs” for information regarding the bottom two fields. Page 13 of 38
ASSIGNING ACS TO SALES TEAMS Once you have ACs and Sales Teams created, you need to assign ACs to teams. This is done through Orb à Homecare Connectionsà Maintain Admission Coordinatorsà click the ‘+’ to expand the appropriate AC record à Sales Teams, which yields the following: To add one or more sales teams to the selected AC, click “Assign Additional Sales Team(s) to Admission Coordinator.” Select the team(s) you wish to assign to the AC and click Save to save the changes. Page 14 of 38
REFERRAL SOURCES: PHYSICIAN OFFICES AND FACILITIES To edit Referral Sources in HCHB the user must do the following: Click on Orbà Homecare Connectionsà choose either Maintain Physician Office Referrals or Maintain Facility Referral Sources, as follows (this function can only be performed by Sales Supervisors, as identified in the User Administration process): Page 15 of 38
**When your Facility window populates you will immediately have a populated table for use. When you select your Physician table you will need to load your physicians by first entering search criteria. You can search for a physician/facility with the search box at the top of the window. Page 16 of 38
PHYSICIAN OFFICE WINDOW If you select Physician Offices, you will see the following screen: This screen is divided into 2 panes: Physician Offices tree view (left pane) and a pane on the right that shows information about the item selected on the left. When Physician Offices is selected on the left, you may Add, Edit, or Inactivate records in the pane on the right. This is consistent with the Facility screen. Page 17 of 38
In the right pane, highlight the particular physician you are looking for and click the Edit button. Within the edit box you will be able to edit Street Address, City, State, new order settings, vital sign alerts, and ACs. You may assign an Admission Coordinator to this office by selecting the desired AC from the dropdown list under Admission Coordinator. You may select ONE Admission Coordinator per Service line. Page 18 of 38
As mentioned previously, the screen is divided into 2 panes: Facility tree view and a pane on the right that shows information about the item selected on the left. When Facilities is selected in the pane on the left, you may Add, Edit, or Inactivate records in the pane on the right. Page 19 of 38
Again, you may Add, Edit, or Inactivate facility offices on this screen. In the window view, highlight the particular Facility office you are looking for and click the EDIT button. Within the edit box you will be able to edit Street Address, City, State, new order settings, vital sign alerts, and ACs. You may assign an Admissions Coordinator to this office by selecting the desired AC from the dropdown list under Admission Coordinator. You may select ONE Admission Coordinator per Service line. Page 20 of 38
ASSIGNING ADMISSION COORDINATORS TO PHYSICIANS Physicians must be assigned to Admission Coordinators in order for them to appear in Referral Source Link on the Android device. Once assigned, Admissions Coordinators have the ability to schedule calls with Physicians assigned to them. Page 21 of 38
ASSIGNING ADMISSION COORDINATOR TO FACILITIES AND OFFICES Like assigning Physicians, Facilities must be assigned to Admission Coordinators in order for them to appear in Referral Source Link on the Android device . Once assigned, Admissions Coordinators have the ability to schedule calls with Facilities assigned to them. Page 22 of 38
EDIT PHYSICIAN OFFICE CUSTOMER RELATIONSHIP MANAGEMENT INFO Referral Source Link has the ability to store Customer Relationship Management information about a referral source, for use in managing sales efforts for that source. In the tree view, expand the desired physician office by clicking on the “+” next to the physician office. Highlight “CRM Information” in the tree view and then move click “Edit Physician Office CRM Info” in the right pane. Page 23 of 38
EDIT FACILITY CUSTOMER RELATIONSHIP MANAGEMENT INFO Clicking the “Edit Facility CRM Info” button as shown below will produce the “Edit CRM Info” form. Page 24 of 38
ADD/EDIT/INACTIVATE CONTACTS The user can also add/edit/inactivate contacts within a referring source through this same Physician/Facility view, by clicking the “+” next to a referral source and clicking Contacts. When choosing to Add or Edit, the form that appears is similar to the one used in Referrals to change contact information, except this one contains only CRM information to be used in the selling process: Page 25 of 38
Note: Changing any information about this contact, including contact type, etc., will change the information both in the online system and on the mobile application, at the next synch. Page 26 of 38
SALES PROGRAMS ADDING SALES PROGRAMS To add a Sales Program, select R2 à ORB àHomecare Connections àMaintain Sales Programs. To add a sales program, click on the ADD button in the Sales Program pane on the right. A dialog box will appear where you can fill out the title, description of the program, start and end date, and comments. Click Save. To add a selling message to the sales program, click the “+” next to the appropriate sales program to expand it, then click Selling Messages in the left pane. Page 27 of 38
Click Add. A dialog box will appear to fill in the message description, start date and end date. Click Save. To add selling materials to the sales program, click the “+” next to the appropriate sales program to expand it, then click Selling Materials in the left pane. Page 28 of 38
Click Add. A dialog box will appear to fill in the selling material description, start date and end date. Click Save. Page 29 of 38
VIEWING SALES PROGRAM PROGRESSION A sales manager can view the status of a Sales Program for a specific physician. To view sales program status, go to ORB -­‐>Homecare Connections-­‐>Maintain Physician or Facility Referral Sources. Click on the “+” to expand the desired physician/facility, and then click Sales Programs. Expand and view more information about the Sales Programs by clicking the “+” next to Sales Programs. This expands the Sales programs to show the corresponding Sales Program Notes and Selling Messages. Page 30 of 38
Any information entered by the AC during sales calls related to sales programs will display here, including date introduced, date closed, any notes for the sales program and selling messages discussed. Page 31 of 38
MONTHLY BUDGETS Sales Managers have the ability to set Monthly Budgets/Quotas for each Admission Coordinator. These budgets will be reflected in the Knowledge Link Module ONLY. Page 32 of 38
CALL MANAGEMENT Almost everything that can be done on the device can be done online in R2, and anything changed in either will affect both as soon as the mobile application is synchronized. Calls can be added/edited in either system, and all information will flow to both. Calls which can be viewed depend upon the user’s role in the system – ACs can only add and edit their own calls, while supervisors can see and edit calls of any AC that is a member of a team assigned to them. Page 33 of 38
ADD/EDIT/VIEW CALLS To add, edit, view, or inactivate a particular call, you first need to locate the call you wish to view or modify. You have the option to filter call activity by: Status, Admission Coordinator, Referral Source, Referral Source Name, Type, Duration, Mileage, Date, and by Call Status. Page 34 of 38
To add, edit, view or inactivate a call simply click on the call then click on appropriate button below. Page 35 of 38
Call entry and editing is self-­‐explanatory, and requires that the user complete information on the tabs shown in the example. In the Admission Coordinator field, Supervisors have the ability to select ACs from their teams using the dropdown list, while ACs will see only their own name in the list. Certain fields are required, and the system will prompt if these have not been completed when the user attempts to save the call. Calls can be scheduled and entered in advance or after an impromptu call has been made. Page 36 of 38
REPORTS Reports within Referral Source Link are shown as follows: Resource Manager > Report Manager > Referral Source Link Reports Folder Report criteria and output are limited by the user’s security level. Supervisors can see all ACs assigned to teams to which they have access, while ACs can see only their own information in these reports. Page 37 of 38
SETUP INSTRUCTIONS – ANDROID OBTAIN ADMISSION COORDINATOR ID Using the R2 application, go to the Orbà Homecare Connectionsà Maintain Admissions Coordinators to see the following: For each Admissions Coordinator you wish to set up with a device, you will need to note the AC Identifier, which appears immediately to the right of the Worker name in the display. (This will be the number you will need to insert in the user ID section of RSL.) Page 38 of 38
DOWNLOADING RSL 1. Using the internet browser, navigate to www.hchb.com/downloads 2. Choose the appropriate link for the mobile device: “Get Android RSL Production Version” 3. Download and install-­‐see user manual for set up instructions. 
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