ITH-000104
Demo Patient 05
- Telephone
- 555-0105
- demo.patient05@example.com
- Source
- Home care agency
- Lead captured by Sales
- Oct 21, 6:49 PM
Home health agency
- Agency
- Demo Home Care Agency 1
- Contact name
- Demo Agency Contact 1
- Contact telephone
- 555-0151
- Contact email
- contact@agency1.example.com
Tech Support
TS Demo A
Current step
4. Patient authentication complete
Patient for 2 days
Patients answer texts, not calls.
Follow-up tickets
Opened automatically when a patient (red) step waits more than 48 hours. A ticket closes by itself when the patient (or staff for them) completes the step, or staff close it by hand with a note.
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TKT-0001 · Open
Patient has not finished “Patient authentication complete”. Follow up by text.
Opened Oct 25, 10:49 AM
Who gets what
Even when a caregiver or home health agency is helping, the authentication link always goes to the patient.
Patient: authentication link
Sent only to the patient’s own phone by text: 555-0105
Sent Oct 23, 10:49 AM at step 3. Demo: nothing was sent.
The patient also gets the enrollment link and token. They are never sent to anyone else.
Caregiver or agency: status notifications only
Demo Home Care Agency 1, Demo Agency Contact 1
555-0151 · contact@agency1.example.com
- Patient authentication sent status sent 10/23 10:49 AM
- Patient authentication complete not yet
- Consent signed not yet
- Shipment notification sent not yet
- Installation complete not yet
- Case closed not yet
Never the authentication link, the token, the ID photos or the patient’s answers. Demo: nothing is sent.
Steps
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1. itracHEALTH Tech Support resource assignment
DoneSales management assigns a Tech Support person to the new lead. The unique patient ID is assigned at this moment.
Assigned to TS Demo A.
Entry: Oct 22, 8:09 AM · Demo Sales Manager
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2. Patient contact info verified
DoneTech Support confirms the name, email and telephone captured by Sales.
Entry: Oct 22, 9:29 PM · TS Demo A
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3. Patient authentication sent
DoneTech Support sends the identity check (Persona) link to the patient. The link always goes to the patient's own phone, even when a caregiver or home health agency is helping; they get status notifications only.
Entry: Oct 23, 10:49 AM · TS Demo A
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4. Patient authentication complete
WaitingThe patient completes the Persona identity check. Persona returns Passed, Failed or Needs review with a reference number; the photos stay with Persona. Failed raises an alert. Fallback: manual review by Tech Support.
Waiting since Oct 23, 10:49 AM (2 days ago)
Open ID reviewPatient uploaded photo ID, selfie and insurance card.
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5. Consent sent
Not startedTech Support sends the consent to the patient.
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6. Consent signed
Not startedThe patient signs the consent online.
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7. Enrollment link and token sent
Not startedThe back end sends the patient a personal enrollment link and token.
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8. Enrollment inputs 1, 2, 3 and 5 received
Not startedThe patient completes enrollment inputs 1, 2, 3 and 5 in the enrollment portal. Tech Support can correct or complete them for the patient on the Edit inputs page; every change is logged.
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9. Verify patient's inputs / complete input 4
Not startedTech Support checks the patient's inputs and completes input 4.
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10. QA (enrollment info verification)
Not startedTech Support verifies all enrollment information before manufacturing.
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11. eNURSE configuration record sent to manufacturing
Not startedTech Support sends the eNURSE configuration record to manufacturing.
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12. Shipment notification sent
Not startedTech Support lets the patient know the eNURSE has shipped.
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13. Schedule installation support call
Not startedTech Support schedules the installation support call with the patient.
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14. Installation complete
Not startedThe patient finishes installing the eNURSE, with Tech Support on the call.
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15. Generate eSSIST token (if required)
Not startedThe back end generates the eSSIST token for the caregiver. Not needed if there is no caregiver.
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16. Generate itracINSITE token (if required)
Not startedThe back end generates the itracINSITE token for the doctor or agency. Not needed is common at first.
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17. eSSIST installed / active
Not startedThe caregiver installs eSSIST and it becomes active.
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18. itracINSITE installed / active
Not startedThe doctor (PCP) or home health agency (HHA) installs itracINSITE and it becomes active.
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19. Final QC
Not startedTech Support does a final quality check of the whole case.
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20. Case closed
Not startedEnrollment is finished. The case leaves the open list.
Notes
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Patient prefers texts. Agency contact says the patient's son will help.
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Patient could not finish the Persona check on the phone. Switched to the fallback: manual review by Tech Support.