What we need from you
The agreements, system access, practice details and call handling decisions to gather for onboarding, and who at your practice usually has each one.
3 min read
Agreements
| Item | Why we need it | Usually from |
|---|---|---|
| Signed Business Associate Agreement (BAA) | Required before any patient data moves | Practice owner or manager |
| Any agreement your EHR or practice management vendor requires | Some systems ask for a short agreement before access is granted, and we coordinate it | Practice owner or manager |
See HIPAA and the BAA for what the BAA covers.
System access
| Item | Why we need it | Usually from |
|---|---|---|
| Approval of 2care's access in your EHR or practice management system | So the agent can read open slots and write bookings during the call | Your system administrator |
| Practice or account identifiers your system uses | So the connection points at your practice | Your system administrator |
| Provider and location identifiers | So each provider and site is matched to the right schedule | Your system administrator |
The exact items vary by system. Each integration guide lists what that system needs.
Practice details
- Locations. Address, opening hours and holiday closures for each site.
- Providers. Who works where, on which days, and who accepts new patients.
- Visit types. Each type you want the agent to book, with its length and any provider it is limited to.
- Booking rules. Anything your front desk follows that is not written into the system, such as how far ahead to book or which visits your staff arrange.
- Common answers. Insurance plans you accept, what to bring, parking, directions, and anything else callers ask often.
Call handling decisions
| Decision | Examples |
|---|---|
| When 2care answers | After hours, lunch, when the desk is busy, or all calls |
| Greeting | Practice name, agent name, and the first thing callers hear |
| Languages | Which languages you expect callers to use |
| Emergency path | The staff number that receives urgent calls, and at which hours |
| Clinical questions | The nurse or provider queue that receives them |
| Refill and result requests | The queue or staff member that receives them |
| Fallback number | A staff line that receives calls if the agent is unavailable |
These choices shape how calls are routed. See how urgent calls reach a person and refill and results requests.
People
- A practice lead who can make decisions on rules and answers
- Your system administrator, for one short session to approve the connection
- A front desk team member to join testing and check test bookings in your schedule
- A clinical lead, to agree the escalation paths for urgent calls and clinical questions
Phone settings
You keep your existing number. Near go-live, someone with access to your phone system's settings sets up forwarding to the number we give you, as described in forwarding your number.
Questions
What if we do not have everything written down?
That is common. Your specialist runs through the details with you on a call and writes them up for you to check. Many booking rules live in the front desk's heads, and a call is the quickest way to capture them.
Can we change these choices later?
Yes. Hours, answers, routing and booking rules can all be updated after go-live. Changes are tested before they reach your line, as described in how changes are tested.
Who should own this at our practice?
Usually the practice manager, with the system administrator and a clinical lead joining for their parts.
Related
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