2.
Enrolling Personal Community Members
To create and manage task agents to handle enrollment, see the
HealthShare Personal Community Workflows, Agents, and Tasks Function Guide
.
2.1.
Enrolling Personal Community Members with Point-of-Care Enrollment
With point-of-care enrollment, a Workbench user begins the enrollment process within the Workbench.
This process generates an access token, which is emailed and/or sent in a text message to the pending member (depending on their communication preferences).
2.1.1.
Enrolling Patients in the Workbench
To enroll a patient in the Workbench:
-
Log in to the Workbench as a user with the
Direct Enrollment User
role.
-
Navigate to
Tasks
>
Enroll Patient
.
-
Search for the patient who wants to be enrolled. A list of patients that is synced from the Unified Care Record into Personal Community will appear.
-
Within the search results, select the row for the patient who wants to be enrolled. The
Patient Details
page will appear.
-
At this time, the patient’s communication method preferences and preferred locale (if locales other than US English are configured on your instance) may be chosen.
-
For communication method preferences:
-
Confirm the patient’s email address.
-
If the patient wants to receive text/SMS notifications, enter the patient’s mobile phone number and select their carrier from the Phone Provider drop-down list.
-
Choose
Email
for email notifications only,
Text
for text notifications only, or
Email and Text
for both.
-
For preferred locale, choose the desired locales for screen text display and notifications.
-
If the patient should be granted access to Personal Community only as proxy for another member, select
Grant the member access only as a proxy
.
-
If your organization requires that a passphrase be entered to activate accounts, enter a passphrase of the patient’s choice in the
Temporary passphrase*
and
Re-type passphrase*
fields. Alternately, you can select the
Generate Passphrase
button to generate a random passphrase in both fields. Remind the patient to remember the passphrase, as it will be required at account activation time.
-
Select
Enroll patient
and select
OK
in the resulting prompt. This enrolls the patient, sends an access token (and the passphrase, if you have configured the Workbench to send passphrases to newly enrolled members) to the email address and/or mobile phone number associated with their account, and saves all changes you have made on this page.
-
Should there have been a problem with emailing or texting the patient, you will be prompted to print instructions for them. Select
Print Instructions
.
After enrollment, the patient is a
pending member
of Personal Community. Using the access token (and passphrase, if configured), they must activate their account within Personal Community to become an
active member
.
2.2.
Enrolling Personal Community Members using Self-Requested Enrollment
With self-requested enrollment, the prospective member starts the enrollment process; they fill out a page with identifying data and submit it in Personal Community.
These submissions are routed to an enrollment request queue, which is handled by
enrollment request agents
. These agents can approve requests, reject them, or forward them on to an enrollment exception queue for handling by
enrollment exception agents
.
2.2.1.
Claiming and Processing Enrollment Requests
To claim and process enrollment requests:
-
Log in to the Workbench as an
enrollment request agent
.
-
Navigate to
Tasks
. This brings you to the
My Tasks page
, where you will see all pending self-enrollment requests.
-
Select the row of the enrollment request you want to process.
-
Select
Claim this Task
to assign the self-enrollment request to yourself.
-
In the
Look at the data entered in enrollment request
section, examine the data entered by the prospective member.
-
In the
Examine the search results...
section:
-
If your organization has more than 50 patients, select
Filter Results by Facility
and choose the name of the facility where the patient is registered.
-
Select
Search for Patient
.
-
If a match is returned:
-
Select the row with the prospective member’s data to view the
Enrollment Approval
page.
-
If the data looks acceptable, select
Approve Enrollment
, then select
OK
in the resulting prompt.
-
If a match is not returned, you may decline the prospective member’s request yourself or send the request to the enrollment exception group for handling:
-
Enter a message for task history (if you are declining the request) or for the exception group. If you select
Send decline message
, the message will also be routed to the prospective member.
-
If you are declining the request, select
Complete Task
.
-
If you are sending the request to the enrollment exception group, select
Send to Exception Group
.
2.2.2.
Processing Enrollment Exceptions
To process enrollment exceptions:
-
Log in to the Workbench as an
enrollment exception agent
.
-
Navigate to
Tasks
. This brings you to the
My Tasks page
, where you will see all pending enrollment exceptions.
-
Select the row of the enrollment request you want to process.
-
Select
Claim this Task
to assign the self-enrollment request to yourself.
-
In the
Look at the data entered in enrollment request
section, examine the data entered by the prospective member.
-
In the
Examine the search results...
section:
-
If your organization has more than 50 patients, select
Filter Results by Facility
and choose the name of the facility where the patient is registered.
-
Select
Search for Patient
.
-
If a match is returned:
-
Select the row with the prospective member’s data to view the
Enrollment Approval
page.
-
If the data looks acceptable, select
Approve Enrollment
, then select
OK
in the resulting prompt.
-
If a match is not returned, decline the prospective member’s request:
-
Enter a message for task history (if you are declining the request) or for the exception group. If you select
Send decline message
, the message will also be routed to the prospective member.
-
If you are declining the request, select
Complete Task
.
2.3.
Enrolling Personal Community Members using Automated Enrollment
With automated enrollment, the external system generates a notification containing an activation token (and, if configured, a passphrase) to be sent to the pending member.
Just as with point-of-care enrollment, these activation tokens can expire or get lost. To address these issues, see the next chapter for instructions for resending, renewing, or generating a new access token.
3.
Account Management
3.1.
Managing Activation Tokens
3.1.1.
Resending an Activation Token to the Pending Member
You can resend the original activation token that was sent to the pending member upon enrollment. This is best if the pending member can confirm that the primary email address (or mobile phone number, if that is what is chosen in communication method preferences) displayed in Personal Community is correct, and you should ask for at least one other piece of identifying information to confirm the right person has contacted you.
To resend the activation token:
-
Log in to the Workbench as a user with the
Member Account Manager
role.
-
Navigate to the
Members
tab and search for the pending member whose activation token you want to resend.
-
Within the search results, select the row for the correct pending member to view the
Member Details
page for that member.
-
At this time, the member’s communication method preferences and preferred locale (if locales other than US English are configured on your instance) may be set up. Since you will be sending an email or a text message to the pending member when you resend the token, it is important to get the member’s preferences correct.
The current communication method preferences and preferred locale are displayed. To change them:
-
Select the
Edit
button.
-
For communication method preferences:
-
Confirm the member’s primary external email address.
-
If the patient wants to receive text/SMS notifications, enter the patient’s mobile phone number and select their carrier from the
Phone Provider
drop-down list.
-
Choose
Email
for email notifications only,
Text
for text notifications only, or
Email and Text
for both.
-
For preferred locale, choose the desired locales for screen text display and notifications.
-
For auditing purposes, enter the reason why you are changing the information.
-
Select
Update
.
-
Select
Exit Edit
to return to the main
Member Details
page.
-
Select
Resend Token
, then select
OK
in the resulting prompt. The token will be sent to the pending member in email, text, or both.
3.1.2.
Renewing an Activation Token
If the pending member still has their original activation token, but it has expired, you can renew it for them so that it is valid for the number of hours specified in the
Maximum expiration reset window (in hours)
setting on the
Site Configuration
page of the Workbench. You can renew the token as many times as needed.
To renew the activation token:
-
Log in to the Workbench as a user with the
Member Account Manager
role.
-
Navigate to the
Members
tab and search for the pending member whose activation token you want to renew.
-
Within the search results, select the row for the correct pending member to view the
Member Details
page for that member.
-
In the
Time until new expiration fields
, enter a combination of days and hours that totals between 1 and the maximum number of hours for which an activation token is valid. For example, if you wanted to renew the token for 36 hours, you could enter 1 day and 12 hours, or 0 days and 36 hours. Other combinations totaling 36 hours would also be acceptable.
-
In
Reason for renewing the token
: enter an explanation for auditing purposes.
-
Select
Renew token
, then select
OK
in the resulting prompt.
3.1.3.
Generating a New Activation Token
If the pending member never received their original activation token, which could occur if their email address or mobile phone number on file in Personal Community was incorrect, you can generate a new one and send it to them.
To generate a new activation token:
-
Log in to the Workbench as a user with the
Member Account Manager
role.
-
Navigate to the
Members
tab and search for the pending member whose activation token you want to regenerate.
-
Within the search results, select the row for the correct pending member to view the
Member Details
page for that member.
-
At this time, the member’s communication method preferences and preferred locale (if locales other than US English are configured on your instance) may be set up. Since you will be sending an email or a text message to the pending member when you resend the token, it is important to get the member’s preferences correct.
The current communication method preferences and preferred locale are displayed. To change them:
-
Select the
Edit
button.
-
For communication method preferences:
-
Confirm the member’s primary external email address.
-
If the patient wants to receive text/SMS notifications, enter the patient’s mobile phone number and select their carrier from the
Phone Provider
drop-down list.
-
Choose
Email
for email notifications only,
Text
for text notifications only, or
Email and Text
for both.
-
For preferred locale, choose the desired locales for screen text display and notifications.
-
For auditing purposes, enter the reason why you are changing the information.
-
Select
Update
.
-
Select
Exit Edit
to return to the main
Member Details
page.
-
In the
Time until new expiration
fields, enter a combination of days and hours that totals between 1 and the maximum number of hours for which an activation token is valid (configured in the
Maximum expiration reset window (in hours)
setting on the
Site Configuration
page). For example, if you wanted to generate a new token that would be valid for 36 hours, you could enter 1 day and 12 hours, or 0 days and 36 hours. Other combinations totaling 36 hours would also be acceptable.
-
In
Reason for renewing the token
: enter an explanation for auditing purposes.
-
Select
Generate new token
.
-
If you want to send a notification to the pending member containing the new token, select
Notify pending member of the new token
.
-
Select
Renew token
, then select
OK
in the resulting prompt. A new token will be generated and, if you chose it, will be sent to the pending member in email, text, or both.
3.2.
Making Account Activation Changes through the Workbench
To deactivate a member’s account through the Workbench:
-
Log in to the Workbench as a user who has the
Member Account Manager
role.
-
Go to the
Members
tab.
-
In the
Search for Members
pane, enter search criteria. Make sure that the
Activated
radio button is selected. Then select
Search
.
-
On the
Community Members
page, select the row corresponding to the member whose account you want to deactivate.
-
On the member details page, select the
Deactivate Membership
button.
-
On the
Confirm member deactivation
page, enter a reason for deactivation, then select
Deactivate Membership.
To reactivate a member’s account through the Workbench:
-
Log in to the Workbench as a user who has the
Member Account Manager
role.
-
Go to the
Members
tab.
-
In the
Search for Members
pane, enter search criteria. Make sure that the
Activated
radio button is selected. Then select
Search
.
-
On the
Community Members
page, select the row corresponding to the member whose account you want to reactivate.
-
On the member details page, select the
Rectivate Membership button
.
-
On the
Confirm member activation
page, enter a reason for reactivation, then select
Activate Membership
.
3.3.
Resetting a Member's Password through the Workbench
An administrator can reset a member's password by using the Workbench. To do so:
-
Log in to the Workbench as a user with the
Member Account Manager
role.
-
Navigate to the
Members
tab and search for the member whose password you want to reset.
-
Within the search results, select the row for the correct member to view the
Member Details
page for that member.
-
Select
Reset Password
, then select OK in the resulting prompt. A password reset link will be sent to the member in email.