Provider Setup and How to Check Into or Claim a Session

This guide is a general account setup reference for providers. 

Some portals may not utilize the On-Demand functionality, and therefore, may not utilize the on-demand request queue or need to save the app to their smartphone. This guide will still provide helpful information on getting started.

Provider Setup

• Use Chrome or Firefox or Safari web browser (Safari only on iPhone/iPad)

• Bookmark your portal login page

  • Save portal to computer desktop or phone home screen (optional - see page 3 Saving Portal to iPhone Home Screen)

• Phone/SMS setup

  • Login to your account and click the blue question mark icon in the bottom right corner of your screen

  • Click New User Training

  • Click Set Up Text Alerts and follow the prompts on-screen

    • Alternatively, here are the written instructions

      1. Login to your account

      2. Go to Settings

      3. Scroll to the bottom of the page

      4. Check the boxes for text alerts and enter your cell phone number

      5. Click Save

      6. Scroll back to the bottom and click Send Verification Code

      7. Scroll back to the bottom of the page and enter the code you received to your phone

      8. Click Save

• Save text alert phone number [phone] to your contacts in your phone

• Edit the contact and click Text Tone

• Turn Emergency Bypass ON (this is primarily for on-demand and emergency use-cases)

  • On iPhone

    • Go to the saved contact

    • Click Edit

    • Scroll down and click Text Tone

    • Toggle on Emergency Bypass

• Choose a unique text tone

• Save

• Run a Pre-session Tech Check                

Basic video session troubleshooting

• Make sure your browser is up-to-date

• Run Pre-session Tech Check in another tab https://tokbox.com/developer/tools/precall/results

• Helpful information and “how-tos” found in the Support Center in the top of your portal or by going to https://telehealth.zendesk.com/

Saving the Portal to Your iPhone or iPad Home Screen

This example includes the VisuWell Branded Portal. You can follow these same steps to add your organization's portal url to your iPhone or iPad Home screen.

1)           2)  

3)        4)  

To Claim or Check Into a Session

• Go to your portal login page

• Login with your email and password
   

  • If you do not know your password or have forgotten it, click forgot password on the login page
  • You'll get an email to the email address on file with a link to create/reset your password

• The Session List is your home page and will show your scheduled and claimed sessions

  

• On-demand requests appear in the On-demand Request Queue tab towards the top of the Session List

  • The On-demand Request Queue only appears if you have the On-Call toggle switch on

    

  • These “On-demand Requests” represent a person in a virtual waiting room waiting for a provider to claim their case

• Click Check In for a scheduled session or Claim for an on-demand request

• Click Start Session to begin the video conference 

• When necessary, click Advanced Settings in the bottom left-hand corner to:

  • Access “Low Bandwidth Mode” for poor internet connections

  • Change your camera, speakers, and microphone selection

• When the session is over, click the red End Session button on the right