Care

Unity’s Patient Engagement – Patient Portal Support

Every interaction is a training & adoption moment:

  • Patient Portal activations & account setup
  • Help with scheduling requests, navigation
  • Providing tips and guidelines for a successful portal experience
  • Tracking functional usage & introduce and teach other functionality:
    • Payments
    • Appointments
    • Scheduling
    • Telehealth

We provide patients with turn-key support:

  • 24/7/365 support availability for patients
  • Generation of activation codes including step-by-step
    walkthrough of the activation process
  • Activations error resolution
  • Troubleshooting access issues and account
    security access
  • Refer patients to primary care clinic for issues related to
    missing/incorrect patient information and proxy access for
    minors
  • Outbound call follow-up to patients to proactively get them
    access to their portal
  • Password resets
  • Site navigation questions
  • Credit card payments from patients
  • Patient education and navigation of the system

    • Portal Technology Support:

  • Issues resolved include software, workflow, vocabulary
  • Proactively managing activation errors for quick support and resolution
  • Real-time issue tracking
  • Real-time call volume trends
  • Portal infrastructure monitoring for outages & alerts

    • Outbound outreach is key to patient
    engagement success:

    • Proactive follow-up to improve portal usage
    • Proactive password reminders / support
    • Proactive health maintenance reminders
    • Introduction of current and future functionality
    • Contacts via phone, text, email, chat

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