Communicate clearly and efficiently with your patients.
Where do patient messages go?
It depends on the channel and who provides care in that patient's state.
How do I escalate a question I cannot answer?
Open the chat with the patient and use the Escalate button at the top.
Can I message patients about my own non medical services in the chat?
Yes.
What do I do if a patient ordered the wrong quantity or needs an order corrected or refunded?
Message the Healthaide team with the patient's name, the medication ordered, the issue, and your proposed correction.
How does customer service split between Healthaide and the partner?
Customer service operates on a shared model.
What patient support channels are available?
Phone, email, chat, SMS, and the portal.
Can the general, scheduling, and technical chat channels be turned off if no one on my team will monitor them?
Where do uploaded documents live in the system?
Documents uploaded inside a patient chat are stored on the chat thread and in the patient's documents section, categorized as lab work, consent, medical history, intake, and so on.
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