What are Practices?

Practices are the core of On-Call Hub. They represent your customers and hold all of the information you'll need to provide triage to their customers. 


Finding Practices

To see all of the Practices in your account, log in and click the Practices option in the left-hand navigation menu. On the Practices page, you can search for practices by name and by features enabled for the Practice.


Creating Practices

To create a Practice, click Practices in the left-hand navigation menu, then click the Add Practice button. This will take you to the New Practice form. Let's walk through it field-by-field:

  • Practice Name: This name will be visible to all users in the system and present on all Encounter records assigned to the practice.
  • Business Phone: Primary, public phone number for the Practice. This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • Business Fax: Fax number of the Practice. This is both for informational purposes and is the number used by the system to send faxed Encounter records. NOTE: If a valid phone number is set here and your company has auto-faxing enabled, sending an Encounter to the Practice will automatically trigger a faxed Encounter record to this number.
  • Private Phone: Internal, private number for the Practice. This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice. 
  • Default On-Call Start: This time will be automatically used when creating On-Call Schedules for the practice.
  • Default On-Call End: This time will be automatically used when creating On-Call Schedules for the practice.
  • Hours: Free-text field to describe the Practice's normal operating hours. This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • Street Address: This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • Street Address 2: This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • City: This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • State: This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice. If enabled for your company, this will also display next to the Encounter Date & Time on Encounter Cards in Encounter Queues.
  • Zip: This is for informational purposes and will be visible alongside the Practice Notes when working on Encounters assigned to the practice.
  • Allow On-Call Self-Service: When enabled, Practice Administrators assigned to this practice will be able to view and modify On-Call Schedules for the Practice.
  • Allow Voice: When enabled, allows your Company Administrators and Practice Administrators assigned to the Practice to assign a phone number to the Practice. See Voice Settings below for more details.


Clicking Save will create the Practice and clear the form, allowing you to quickly add more Practices if desired. To see the Practice you just created, click Practices in the left-hand navigation menu and find it in the list or search for it.


Managing Practices

When viewing a Practice, you have many options available for managing its information.


Editing a Practice

Refer to Creating Practices above for details on the fields found in the Practice Form.


Practice Notes

Practices can hold any number of individual notes. These notes are displayed in the right-hand Info Panel when viewing or managing Encounters in the Encounter Form. They allow your Encounter Agents to quickly get up to speed on any information they may need when triaging customers for this Practice.


Note Fields:

  • Label: Title of the Note visible at all times.
  • Color: Present as a tab on the left side of the Note's Label. We recommend establishing common practices around how these colors are used across all Practices so your Encounter Agents have a quick and easy visual reference. (ex: Red means the note is related to emergency protocols)
  • Expanded by default: By default, only the Color and Label of the Note is visible until the user clicks on it to expand it. Check this if you would like the note to always be expanded so the body of the Note is always visible.
  • Note: The actual body of the note. Large amounts of text can be entered here. While HTML and Rich Text are not supported, URLs are automatically converted to hyperlinks and emojis work just fine.


If you have multiple Notes, you can change their order by holding the tab to the left of the Note Label and dragging the note to the desired position in the list.


Voice Settings

If Allow Voice has been enabled on the Practice, Company Administrators and Practice Administrators will see the option to manage voice settings.


If a Phone Number has not yet been assigned to the Practice, one can be assigned by optionally entering the desired beginning of the phone number, such as the Area Code, then clicking the Search Available Numbers button. The user will be presented with up to 10 phone number options. To assign a phone number, click the Use Number button beside it, then confirm the selection.


Once a Phone Number is assigned to the Practice, Company Administrators and Practice Administrators assigned to the Practice will be able to listen to and change the greeting recording. This is the recording that is played for customers who call or are forwarded to the assigned phone number to request triage. We recommend that this recording give the customer detailed instructions on what the triage service is for and how they should leave their message when directed to after the recording.


Practice Administrators

All users who have the Practice Administrator role and are assigned to this Practice are listed here. These are usually office/business administrators associated with the Practice.


Practice Administrators who have an email set are able to log in to On-Call Hub and view all Practices, Practice Groups, and Encounters associated with the Practices they are assigned.


Practice Administrators can be bulk-created by clicking the Plus button in the top-right of the Practice Administrators card.


Providers

All users who have the Provider role and are assigned to this Practice are listed here. These are usually Primary Care Providers and other healthcare providers associated with the Practice.


Although Providers rarely log in to On-Call Hub themselves, Providers who have an email set are able to log in to On-Call Hub and view all Practices, Practice Groups, and Encounters associated with the Practices they are assigned.


Providers can be bulk-created by clicking the Plus button in the top-right of the Providers card.