Using Care Manager
- Craig Obee
- Richard Harris
Adding the Care Manager button to the workspace bar
Right-click on the workspace and select Customise ....
In the Customise Workspace window:
Select Care Manager in the left pane.
Click the >> button to move the Care Manager icon to the right pane.
Use the Up and Down arrows to position the icon (where the top icon in the list will be at the extreme left of the Workspace bar).
Select OK.
Check that the Care Manager icon / button is on the workspace bar:
Display the Care Manager Screen
To display the Care Manager screen
Click the Care Manager button on the workspace bar:
| Display all open treatments |
| Display all open treatments (note that of these you have been assigned patients with open treatments) |
| Display just your assigned patients |
If you cannot see this button on the workspace bar, either add it using the above section or Check that it isn't hidden due to insufficient space on the bar (click the expansion button [>>] on the workspace)
The Care Manager screen
This screen displays the following:
Open treatments that have not been booked in the next 3 months.
Open treatments that have been booked, but more than 3 months in the future.
By default this list is sorted by Date and then Value, but it can also be manually sorted and filtered as described below.
An important figure to note is the (total) in the Value column header - this represents the total value of your current open treatments.
Your goal should be to keep this figure low, and to keep the listed open treatments as low as possible - in doing so you will be maximising your revenue from this potentially lucrative source.
NOTES:
Initially the Care Manager screen is presented as a non-modal window (it can be dragged about and "floats" over the EXACT window). In future releases it will be a modal window.
Performance optimisation: When records are added, edited, or deleted in EXACT, only the affected rows are updated (there is no reload of the entire table).
The system calculates open treatment opportunities only from the date that Care Manager was activated; it does not consider treatment history before the activation date. Consequently, when you activate Care Manager you won't immediately see Opportunities.
Outstanding treatment is also reported in the List Outstanding Treatment Report
What causes an open treatment to be added to the Care Manager screen?
A dentist charts out a Treatment Plan / Course of Treatment for a patient, and Saves.
Theoretically that treatment is immediately open (it hasn't yet been booked), and qualifies for listing in the Care Manager screen. However, the system allows a period in which the patient books in reception, or otherwise books during that day, and if the patient does not book for treatment, that open treatment is later added to the Care Manager screen.
Default Table Ordering:
The logic is that by default (this can be changed) users will first see the most valuable opportunity from the oldest open treatment date.
By default the table is primarily ordered in ascending Date order, with oldest Date at the top and most recent at the bottom.
It is sorted secondarily by descending Value; so that within one date the highest Value is at the top and the lowest value is at the bottom.
Columns:
Patient | The Patient column header includes a (count) of the number of patients in the column. This may not equate to the number of open treatments in the Description column, because a single patient can present multiple open treatments. The Patient column is not the primary sort criterion, so multiple open treatments for a single patient may be spread throughout the table. If you intend phoning a patient, it is sensible to group all of that patient's open treatments together for flexible booking arrangement. There are two ways to group a patient's open treatments:
Click the "Patient" header cell to establish patient Name as the sort order. The list will re-order alphabetically, and each patient's open treatments will then be grouped together within the bigger patient list.
To display only one patient's open treatments and hide all others Click the three blue dots hyperlink in a patient's associated Description column:
Only open treatments for that patient will then display (in this example, 1 patient with 3 opportunities):
NOTES: This filtered list includes all of this patient's open treatments with these Statuses: Open, Booked, Contacted and Rejected. Because this is a filtered list down to the level of a single patient, the Filter option at bottom right of the screen falls away, and you see buttons for single-patient tasks only: Back, Book, Assign, Snooze, Reject: To return to / redisplay the unfiltered list De-select the filters. |
Description | The Description column header includes a (count) of the number of open treatments in the column. Open treatments are defined as:
The code in this column is concatenated from codes for Provider - Payor - open treatment description. For example: DAVE - Private - Course of Treatment 1028 / Treatment Plan 1028 Hover your mouse cursor over a code to see it as a hyperlink to that patient's Chart tab: To open the associated chart tab for a listed open treatment Click this link to open the Chart tab for the patient. Note that it opens the patient chart but does not open the specific treatment plan / COT, so you may still need to choose the correct treatment tab. When you book any open treatment within the next 3 months, all of that patient's open treatments disappear from the Care Manager screen, so that the patient is rested from repeat marketing contact |
Date | The Date that the Treatment Plan / COT was created or last edited. This date changes dynamically within the table when a Provider updates the treatment plan / COT. Table ordering: By default the table is ordered as follows:
|
Status |
Tooltip summary: Hover your mouse cursor over a Status entry to view a tooltip summary:
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Assigned To | An open treatment or multiple selected open treatments can be assigned to any practitioner / EXACT user who is configured with appropriate security rights.
|
Value | The Value column header includes a sum of the values in the column. This is the Total financial value of the open treatment (non-completed) items in the patient treatment plans / Courses of Treatment. Note that patients do not have to book to cover this total value - they may book incremental treatments. Table ordering: By default the table is ordered as follows:
|
UDA Value (12.00) |
|
Contact (phone) | Contact patients by phone by clicking phone numbers within the Care Manager screen so that the contact can be tracked by the software:
Optionally add Notes so that they are visible as tooltips from the Status column entries: All contacts with the patient are also recorded in the patient's Contacts tab, as category "Care Manager":
|
What the Buttons Do
Contact | The 'Contact' button in Care Manager allows users to send Email & SMS communications to patients directing them to book appointments in their course's of treatment. Using the Planned URL, patients can be directed to book specific appointments through online booking.
Selecting the 'Edit/Send' button will open the edit message windows for Email or SMS for users to review, edit and send communications.
Selecting 'Send' will automatically send the message with no review/edit option. This provides users with a fast action option, saving time when templates do not require editing before sending. |
Book | Once the patient agrees telephonically to make a booking for a treatment plan / COT, select that specific item in the table and then click the Book button to open the Edit Appointment window for that patient, automatically opened over the Appointment Book: From here you can create the booking as normal and confirm with the patient. |
Assign |
Practitioners with appropriate security rights can assign open treatments to other practitioners with the same security rights. In EXACT the assignees will then see a notification that they have at least one assigned open treatment with Open, Booked, Contacted and/or Snoozed status:
|
Snooze | Click to postpone the attempted booking for one week |
Reject | Normally practitioners Reject the attempted booking when a patient is not interested in booking open treatment, but your practice may have other reasons to set specific bookings as Rejected. For example, Receptionists may "Reject" opportunities that they know are infeasible, as a means of identifying them for the Dentists to de-activate or delete from the Chart tab. When you Reject an opportunity, it is not deleted, it is simply assumes the Status of Rejected. Rejected opportunities don't by default display in the list. Security requirement: Users must have security permissions to Reject opportunities. See Configuring security rights for Care Managerarchived Optionally use the filter to display just the Rejected opportunities: |
Filter |
|
Assigning Patients
Assigning Care Manager patients to practitioners
Prerequisites for practitioners to assign and be assigned patients in Care Manager:
Active-status.
A selected open treatment or multiple selected open treatments can be assigned to any practitioner / EXACT user who is configured with security access for Care Manager. See Configuring security rights for Care Managerarchived
To assign Patient open treatments to a practitioner:
In the Care Manager screen select an open treatment or SHIFT-click / CTRL-click to select multiple open treatments.
Click the Assign button.
Select a practitioner from the dropdown menu, and then click OK:
The practitioner's name will appear in the Assigned To column against that open treatment:
Result:
In EXACT that practitioner will see a notification that they have at least one assigned patient with Open, Booked, Contacted and/or Snoozed status:
They can click this icon to display all open treatments for all practitioners.
Or they can click the dropdown and opt to view only My Assigned Patients:
Watch for patients who have been assigned to you
Prerequisites:
The Care Manager icon must have been assigned to the Workspace Bar.
You must have
To watch for patients that have been assigned to you
Watch for the red Alert icon on the workspace bar, which indicates that you have at least one assigned patient with Open, Booked, Contacted and/or Snoozed status:
Click the dropdown and opt to view only My assigned Patients:
This displays patient open treatments based on a preset filter with only you specified:
You will then see only your assigned patient treatments in The Care Manager screen.
Viewing just your assigned patients
You may be Assigned patients if you have the appropriate security rights.
To check whether you have any assigned patients
Locate the Care Manager icon in the workspace bar.
Green highlighting indicates that no patients have been specifically assigned to you.
Red highlighting on the icon indicates that you have assigned patients:
To view a list of just YOUR Assigned patients
If the Care Manager icon on the workspace bar displays with red highlights, click the dropdown arrow on the button and select My Assigned Patients:
To return to / redisplay the unfiltered list
De-select the filters:
Sorting and filtering the Care Manager list
Snoozing (postponing) & Rejecting patient treatment bookings
Contacting patients and booking open treatments
Opening Care Manager treatments in the Chart tab
Managing open treatments that you reject
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