Welkin Health FAQs

In this article, we'll walk through:

What are Phases?

How should I use Phases in my Program?

After reading this documentation, you will:

Have an understanding of how to plan and design your Program Phases

Have examples of common Phases and their use cases, for reference

Phases allow you to break your Program up into meaningful milestones or segments, helping you to track the progress of your patients, or segment your patient populations.

Depending on the nature of your Program, you could think about your Phases as the linear progression of your patients through the Program; in other cases, you may use Phases to simply group your similar patient cohorts together, who might not transition between Phases often, or at all.

Some common examples include:

A coaching program may have 5 Phases that are followed in a linear fashion: Onboarding, Active, Monitoring, Graduated, Inactive.

This model is often used by coaching programs (examples: Diabetes Management, Weight Loss, Stress Management). The Phase structures are similar (for ex., the interaction frequency) though the Phase content is different. A patient may transition to the next Phase when a set of goals is achieved or the criteria is met.

A care gap management program may have 5 Phases, which may or may not be followed in a linear fashion:

Eligible, Enrolled : High-risk, Enrolled: Low-risk, Ineligible, Inactive

This model is often used by case management or care gap programs. Here, patient eligibility may be determinedsuch as by a payerbased on a risk score and insurance eligibility in order for a patient to exit the Eligible phase. A patient could be deemed ineligible at any time with a change in coverage.

Important Notes:

You cannot delete the Phases you create, so be mindful in planning to determine which Phases are required for your Program. You can always add more Phases over time, if necessary.

We recommend creating phases in the order that you wish to see them in the Coach Portal.

This article will help you:

Select a coach account to manage

Deactivate a coach account

Reset a coach account password

Edit a coach account

Select a coach account to manage

Click on theCoaches button from the menu options on the left side of your screen:

This will bring you to theCoach Accounts page, where you can see all coaches.

Click the name of the coach account you'd like to manage.

Deactivate a coach account

In the upper right corner of the coach profile, click theDeactivate button:

This will change the coaches status to Deactivated and will remove them from theCoach Accountspage default view. A deactivated coach will not be able to log in to their account.

To view deactivated coaches, click the box next toDisplay Deactivated on theCoach Accountspage:

To reactivate a coach, click theReactivate button:

Reset a coach account password

In the upper right of the coach profile, clickSend Password Reset Email:

This will send an email to the coach which will take them through the password reset flow.

Edit a coach account

In the upper right of the coach profile, clickEdit Account:

This will take you to theEdit Coach Accountpage where you can edit the coach information. Be very careful to accurately edit this information as coaches may have access to PII and PHI through Welkin.

When you have made the desired edits, click theSavebutton to update the profile.

In this guide, well walk through how to create Assessments in Workshop.

First steps

Begin by learning about Assessments with this feature overview.

Now that you understand the feature, its time to start building. Begin by ensuring thatyou'vemoved your configuration Back to Build to make changes.

Next, choose Assessments from the Element section of the Workshop menu. This opens up the Assessments landing page. Onceyou'vemade an Assessment, itll be displayed on this page.

To create an Assessment, click the Create Assessment button.

Create an Assessment

On the New Assessment page, you will begin making your form. As you build the Assessment, your changes will appear In the Preview screen.

Enter a Name for this Assessment. Choose a name thats unique, and concisely describes its purpose-- these names are displayed to coaches as a list on the Patient Profile Assessments menu, and as drop-down menu items when building Processes that use Assessments as a condition.

Next, select the Audience for this Assessment. Select Coaches if youdon'twant patients to have access to it. Select Coaches and patients if you plan to send the Assessment directly to patients.

Sections

Create multiple Sections to group related questions together, break up the form by workflow, or to simply organize the Assessment so it's easier for the reader to understand..

To make more sections, click Add Section.

Similar to Assessment names, enter a Heading to briefly convey the focus of that section to the audience. For example, Habits & Practices.

You can write a Description to provide further context for the section. You can also use the Description field to create scripts for coaches administering that Assessment.

Important Note: Ensure the Assessment has Coach as the Audience selection before creating a script thats not intended for patient view.

Write a Footer if youd like to end conclude a section with any text for audience. For example, Thank you for completing the Habits & Practices portions of this survey.

To delete a section, click Delete Section.

Important note: Deleting a section will delete all questions within that section.

Fields

To add questions to your Assessment, you must first decide on a field type. Fields refer to the individual questions that you add to an Assessment. Each field type offers a specific format for how responses to that question can be submitted. Consider the information you want to collect, and then select the field option best suited for that response.

Assessment field options are:

Text Field- Text fields provide an empty text box for open-ended text responses.

Read-only Text- Read-only text allows you to add text to your form thats intended to provide information, not prompt responses. For example, instructions or scripts.

Multiple Choice Field- Multiple choice fields let you create a drop-down menu with predefined response options. You can enable this field to allow the respondent to select multiple options, or just one.

Number Field- Number fields only accept numeric responses. You can enable this field to allow whole or decimal responses.

Date Field- Date fields display a calendar from which the respondent must select a date.

To add a field, click on the (+) button, and select an option from the drop-down menu. Every field will have an automated Field ID, which acts as a reference number for that question.

There are multiple selections you can make inside each field. Begin by entering a Question. You can add variables to your questions, to personalize them for the respondent or have them reference specific data.

Variables

Variables are placeholder displays that automatically populate with the dynamic data they represent, whenever the Assessment is triggered. The data that appears in place of the variable code is automated based on the context of the Assessment.

For example, if you paste the {{patient_first_name}} variable code after Hello in the Question box, and that Assessment is sent to Yogi Bear, the question will read Hello Yogi.

Currently, Assessment variables include:

Patient names

Coach names

Appointment information

Custom Data

Important Note: You must first create Appointment Prompts and Custom Data in Workshop, in order for those variable options to appear in the variables menu.

To use a variable, click Add Variable. Select an option from the menu by clicking the variable code to copy it. To close the variables menu, click Close Variables, then insert your cursor into the question where the data should appear, and paste.

3. Next, select if the question will be Required and/or Conditional. If this question should be answered by everyone who receives the Assessment, click the Required checkbox. Otherwise, leave the box unchecked.

Conditional fields

Making a field conditional allows you to enable it or disable it on the form, depending on a previous questions response. Conditional fields ensure respondentswon'thave to process to questions thataren'trelevant to them, so the form stays as brief as possible.

For example: If the initial question asks, Does this patient smoke? and is answered Yes, then the Assessment will enable a series of follow-up questions based on that response. If No is selected, those follow-up questionswon'tbe active on their Assessment.

If this question should be conditional, click the Conditional checkbox. Otherwise, leave the box unchecked.

Afteryou'vemade the field conditional, select the Conditional Type.

Next, complete the conditions that must be met to enable or disable on this question on the Assessment.

Important Note: You must create the initial question that impacts this new field before you can make it conditional. When making a conditional field, youll need the initial questions field ID for reference.

Multiple Choice Fields

In multiple choice field, you must create options for the respondent to choose from, that will appear as a drop-down menu.

For each menu item, click Add Option and enter the response.

If you want to allow the respondent to select multiple options, click Allow multiple selections checkbox. Otherwise, leave the box unchecked.

Number Field

To enable decimal or fraction responses in number fields, click the Allow decimal responses checkbox. If you want responses to be submitted using whole number only, leave the box unchecked.

Last steps

Select permissions for this Assessment using the Visible to options:

Select the Roles and Phases this Assessment be accessible to.

Important Note: To see your new assessment reflected in coach portal, you must firsttest and then publish your changes.

Rearrange fields

Onceyou'vecreated questions, you can rearrange them.

Click Rearrange fields to reorder how questions appear in a section, or move them between sections.

When youre finished building your Assessment, or want to save your work:

Click Create Assessment

Here are some additional resources:

What are Assessments?

Whats Branding?

Have questions about using Workshops Process builder? Weve compiled some frequently asked questions to help you use this feature as easily as possible.

___________________________________________________________________________________

How does Timing work?

I would like to make a Process that sends patients a Preparing for your appointment email 1 day before their appointment, reminding them of the things they need to be prepared with.

For some conditions, you have the option of selecting the timing to trigger the action. Welkins system performs daily checks for appointments at 9 am PST, and triggers Process actions based on the timingyou'vedefined.

So for this example, Welkin will check for appointments at 9 am, and send the Preparing for your appointment email to patients scheduled for appointments the following day.

Important note: If an appointment is scheduled at 9:01 am for the following day, the Processwon'tbe triggered, and the Preparing for your appointment email would not be automatically sent.

I created a Process to send an Alert- why am I not seeing the Alert?

I created a Process to send the New Patient Intake Alert to primary coaches when a new patient is added to the Enrollment Phase. Idon'tsee it- whats going on?

We recommend first doing a test to confirm the exact conditions of this Process are being met. Log into the Coach Portal as a user, and check that:

The patient in the right Phase

Youre the Primary Coach (If you arent, youwon'tsee the Alert)

If the Process uses a secondary Custom Data condition, ensure the initial condition is met, and the current Custom Data value meets the Custom Data condition criteria. Processes using Custom Data conditionswon'texecute successfully if the first conditionisn'tmet, nor will it trigger based on historical Custom Data values.

In Workshop, confirm that:

The process doesnt have any conditions that would prevent the patient from being subject to this Process

No fields were left blank (otherwise, Processeswon'trun)

I want to create a Process, butdon'tsee the Assessment/Email or SMS Template/Care Flow/Custom Data option that I want to use. Why?

Check that the Assessment/Email or SMS Template/Care Flow/Custom Data youd like to use is created and published. You must first create content in Workshop before it can be used as an action or condition in a Process.

If the content exists, check that its available to be used in the kind of Process youre creating.

For example, if an Assessment is defined with Coaches as its audience, that Assessmentwon'tappear as an option if the condition type is Patient completes Assessment, because its not enabled for patients.

Will a Process still execute an action if the value of a Custom Data condition is blank?

No, it wont. Currently, this capability is not yet supported.

Can I delete a Process?

No. Once created in Workshop, Processescan'tbe deleted, but they can be deactivated.If youd like to disable a Process, go to the list of Processes, click on the "..." and choose "Deactivate". You can activate the selected Process if you have done this in error.

Here are some additional resources:

Whats a Process?

Create a Process

Actions when a New Patient is created

If theUpdate Patientbutton is greyed out and preventing you from updating patientinformation, check to make sure that all information is entered and valid before reaching out to support.

Here's a helpful checklist:

Make sure the zip code is valid

A hyphen is required after the first 5 numbers of a zip code if it has been entered in full

You have selected a primary language for the patient

This article will help you:

Initiatean unscheduled call

Assign a call type to an active call

Continue through the call type workflow

Initiatean unscheduled call

Click Callfrom the action bar:

A call prompt window will appear in the lower left corner of your screen:

Assign a call type to an active call

Click on the call type drop down arrow to see all of the possible call types. Choose the desired type.

Continue through the call type workflow

Press Callto start your call. You will see a message confirming that the call was initiated.

Once the call has been initiated, you will be entered into the workflow for that call type, which will guide you to the actions that you need to take on this call (such as filling out a survey or assessment, for example).

An event recording the call will be added to the patients timeline.

This functionality exists for all your call and visit types.

This article will help you:

Viewunrecognizedcommunications

Assign unrecognizedcommunications to a Pantient profile

Viewunrecognizedcommunications

There are various types of unrecognized communicationsthat exist in Welkin, depending on your version. They include email, SMS, voicemail, fax, or web form.

When you receive an unrecognizedcommunication, it will appear as an alert in your inbox. If the communication comes to a shared phone number or email address, it may appear in all User inboxes.

Clicking on the alert will pull up the unrecognized message or recording for you to view or listen to:

here

Assign unrecognizedcommunications

After opening an unrecognized communication, you will have the option to either dismiss it or assign it to a Patient profile.

To assign it, search the Patient name in the search bar, select their name from the list, and clickAssign.

Theunrecognized communication will now be associated with that Patient profile and can be viewed in the timeline.

Important Note:

You will also have the option to dismiss the unrecognized communication alert. If you select Dismiss,this will remove the message or recording from everybody's inboxes and Welkin entirely.

Pro Tip:

Check in with the Patient to see if they will be using this email address or phone number going forward. If so, consider adding it to their profile. Instructions on how to do this can be found .

This article will help you:

Select a message recipient

Attach an image

Select when the message is sent

Select a message recipient

Click Messagefrom the action bar:

A message prompt window will open for you in the lower left corner of your screen:

Click the 'phone number' field to see a list of all SMS enabled phone numbers associated with the patient and choose the desired number.

Attach an Image

Click Attach Imageto navigate to your image files and choose the one youd like to attach. The image will be displayed beneath the body of the message.

Select when the message is sent

Click the box next to Send later. This will enable you to choose the specific date and time you would like the message to be sent. If you want to send the message immediately, click Send Message.

An event recording the message will be added to the patients timeline.

In this article, we'll walk through:

What is an Email Delivery Status?

What do the different Email Delivery Statuses mean?

What are the visual cues for each status?

How do Email Delivery Statuses impact conversation threads?

After reading this article, youll understand:

What an Email Delivery Status is

Where to find the status for your emails

What each status means

Understand how a status affects emails with multiple recipients

Whats an Email Delivery Status?

An Email Delivery Status tells you whats happened to an email afteryou'veclicked Send. The status confirms that the email has been delivered, or shows that the email has failed to send so you can take the next steps to resolve the issue.

Where can I find an emails status?

The Delivery Status is located next to each email, all of which can be viewed from the Conversation Panel of the patients Profile. The status is displayed as a symbol.

What are the different statuses and their corresponding symbols?

There are 4 Email Delivery Statuses, and each one has a corresponding symbol to help quickly identify the outcome of that email.

http://support.welkinhealth.com

What should I do if my email is not delivered?

If an email is Not Delivered, we suggest you try the following:

Double-check that the emails domain address is typed correctly. For example, gnail may have been entered in the email address rather than gmail.

Reach out to the patient using a communication method proven to be successful, and confirm with them that the email address on record is correct.

If neither of the above steps address the reason for the email delivery failure, please reach out to Welkins support team at .

How are emails with multiple recipients impacted by Delivery Statuses?

Email conversations with multiple recipients are only marked as delivered if the email is successfully delivered to all recipients. Otherwise, when an email cannot be delivered, or is Retrying, for any recipient in the group, the Delivery Status for every recipient will indicate Not delivered or Retrying, even if its been successfully delivered to some of the addressees.

This article will help you:

Get Google Chrome

Log into Welkin and set your password

Set up your coach profile

Get Google Chrome

Go to www.google.com/chrome and selectDownload Chrome.

https://coach.welkinhealth.com

Log into Welkin and set your password

Once you have downloaded Google Chrome on your computer, go to the Welkin sign in page at https://coach.welkinhealth.com.

In order to add an account, you will enter your work email address and select OK. This saves your email address on that device to make future logins to Welkin quicker.

On the next screen, you will be asked for a password.

If this is your first time logging into Welkin, you will select Forgot Password?and follow the instructions to have an email sent to you to reset your password.

(For full password reset instructions, see Set or reset your password in Coach Account Management)

Once you have set up your new password, return to and log in to Welkin.

Set up your coach profile

Once you have set your password and logged in to Welkin, you'll next want to set up your coach profile. You can access your profile by clicking on your name at the top-right of Welkin, and selectingProfile:

You will be navigated to your coach profile view.This view contains a calendar of your scheduled appointments, a drop downEdit Schedulesection to adjust your appointment availability, and your contact information.

Enter your email address and phone numberto enable patients to contact you.

This phone number will not be visible to patients when you call them through the Welkin platform. Patientswill see the Welkin-issued number for your organization. This is the same number you should provide to patients who would like to call you.

Important Note: If you do not have a phone number configured in your coach profile, your patient calls and messages may be routed elsewhere.

Click the blueEdit Schedulebutton toenter your availability. This schedule controls when other coaches are able to request appointments or calls with you. This does not control when incoming calls are routed to you.

The times listed are configured to the time zone that was set when your coach account was created. Select the days and times you want to be available for appointments.

Use the Schedule Unavailabilitysection to plan ahead and customize times when you are unavailable.

Save these changes by clickingSaveat the bottom of your coach profile. Your updated availability will be reflected in your calendar after refreshing the page.

You are now ready to begin working in Welkin.

In this lesson you'll learn how to:

Download Google Chrome

Log in to Welkin

Reset your password

Unlock your account

Let's get started!

Downloading Google Chrome

Step 1

Download the Google Chrome web browser on your laptop, computer, iPad, or any supported device that you will be using to work in Welkin. Go to www.google.com/chrome and select Download Chrome:

https://coach.welkinhealth.com

Logging in to Welkin

Once you have downloaded Google Chrome on your computer, go to the Welkin sign in page at https://coach.welkinhealth.com. In order to add an account, you will enter your work email address and select OK. This saves your email address on that device to make future logins to Welkin quicker:

On the next screen, you will be asked for a password. If this is your first time logging into Welkin, you will select Forgot your password? and follow the instructions to have an email sent to you to set your password:

Once you have set up your new password, return toand log in to Welkin.

The first page you will come to is your inbox page. Your inbox organizes your daily workflow by displaying important information such as todays scheduled callsor visits and messages received from patients.We'll explain more about the inbox in Lesson 4.

Resetting your password

If you forget your Welkin password, you can reset it by going to the login page at coach.welkinhealth.com and clicking theForgot your password?link:

Enter the email address associated with your Welkin account. You will then receive a message from Welkinwith a link to follow to reset your password.

Pro Tip:

Never share your password with anyone else or leave it visible for others to see. In the event that your device is stolen, having a password written on or near your device would allow an intrusion into your and your patients' privacy. Should your device be stolen, please reach out to Welkin Support immediately.

Unlocking your account

After setting your password, you will have5attempts to enter it correctly, indicated by the count down message:

After 5 incorrect attempts, you will be locked out of your account. To unlock your account, please submit a support ticketand a Welkin Support representativewill assist you.

In the last lesson we walked through how to log in to Welkin and how to reset your password. Great work!

In this lesson, you'll learn how to:

Set your availability

Enter your contact information in your user account

Let's get started!

Setting your availability

To access your user profile page, click on your name and select Profile:

At the top of the page is your schedule of calls and visits that have been scheduled in Welkin. The current week is displayed, but you can see past and upcoming appointments by clicking Previous 7 days and Next 7 daysrespectively.

Select Edit Schedule to set your typical, recurring availability. This will determine when calls or visits may be scheduled on your calendar. Go ahead and make any necessary changes to your typical availability.

On the right you'll see Schedule Unavailability. You can use this feature to schedule temporary exceptions to your regular availability, such as a vacation or an appointment.

Entering your contact information

At the bottom of the page, enter the email address and phone number that you will use to send and receive messages and calls to patients.

Patients will not see your number on their caller ID, nor will they use your number to reach you. They will instead have a Welkin-provided phone number that is routed to the number in your user profile.

Once you have entered your phone number, save these changes to complete your user profile set up.

In the last lesson we walked through setting up your user profile and adjusting your availability.

In this lesson, you'll learn how to:

Create a new patient in welkin

Let's get started!

Creating a new patient

Important note:Depending on your configuration of Welkin, the ability to create a new patient may be granted to all users or only the administrator/supervisor accounts. If you will not be manually creating new accounts, skip ahead to Lesson 4.

If you have the ability to create a new patient, you will see a blue button at the top of the inbox page labeled Create Patient:

Clicking on that button will bring you to the patient creation page. Fill out every field of information and make sure you gather the appropriate communication consents. Fields that are grayed out will be automatically populated by the system:

When you're finished, click Create Patient.

In the last lesson we explored the inbox view. In this lesson, we'll explore the patient profile view.

In this lesson, we'll walk through:

The timeline

The sidebar

The conversation panel

The action bar

The care plan

Alerts and reminders

Editing patient information

The patient profile is where all of a patient's medical information, communications, and interaction history is stored. This is also where you will see theirprogramcurriculum and workflow prompts that correspond to inbox alerts.

Let's get started!

The timeline

The timeline is a reverse chronological record of all past patient communications, assessments, notes, phase changes,and other workflow relatedevents.

The full list of events that can appear in the timeline will vary based on your configuration.

You can starevents that are important to be aware of,or filter for certain events. Timeline filters are located at the top of the timeline.

Youcan also toggle between patient and primary coach time zones by clicking on any date/timestamp to the left of the timeline events:

The sidebar

The sidebar is where at-a-glance information relevant to the patient is displayed.

The sidebar contains information that may have been pre-populated as part of the program set up, and some sidebar modules can be edited by the user to keep patient information up-to-date throughout their progress in the program.

The sidebar modules that appear in Welkin are dependent on your configuration:

The conversation panel

The conversation panel is where all past SMS and email conversation history is displayed. When you click on a conversation, the full history will expand and display in the main section of the profile where the timeline usually shows up:

The action bar

The action bar is located above the sidebar. Each icon corresponds to an action that you can take with a patient. The actions available to you will vary based on your configuration:

The care plan

The care plan is located above the timeline.Care plans are multi-step to-do lists that are organized by problem or focus area. Each care plan contains different tasks that relate to the focus area.As you work through the tasks, you can mark them complete to track your progress.

Care plans may be generated automatically by the system or manually created by the user depending on your configuration.We'll take a more in-depth look at care plans in Lesson 8:

Promptsand reminders

The section for promptsand upcoming reminders is located above the care plan. Prompts contain workflows that correspond to inbox alerts. For example, if your inbox contains an alert for an upcoming call with a patient, there will be a corresponding call prompt in that patient's profile with all of the steps you need to complete during the call. The types of prompts that appearwill vary based on your configuration, but may include things likecall or assessment flows.

Upcoming reminders will vary based on your configuration, but may include things like scheduled tasks, clinic visits, or calls.

You have the option to cancel or edit these events directly from the alert or reminder:

Editing patient information

To edit a patient's basic information, contact information, or communication consent preferences or to assign to the patient a new or different primary coach, click the blueEditbutton in the upper right corner of the patient infosection in the right sidebar:

This will take you to the edit profile page. After making your edits, be sure to click the blueUpdate Patient Infobutton to save your changes.

In the last lesson we explored the patient profile. Now, we'll dive into some specific user actions.

In this lesson, you'll learn how to:

Complete a scheduled call

Initiate an unscheduled call

Let's get started!

Completing a scheduled call

If a call has been scheduled with a patient either automatically or manually, a prompt will appear in the patient's profile on the day of the call:

Click on Begin Call to initiate the call. This will trigger Welkin to call you and ask you to "press 7 to continue". Then, Welkin will connect you to the patient.

Patients will not see your number on their caller ID. Instead, they will see the Welkin number they have been given to contact their primary coach:

Once the call has been initiated, the workflow prompt for that call will appear. Follow all of the steps listed and when the call is complete, click Call Finished to record it as a timeline event:

Initiating an unscheduled call

If you are trying to make a call that has not been automatically scheduled through the platform, click on theCallbutton in the action bar:

A call prompt window will appear in the lower left corner of your screen:

In the pop up call window, select which call type you would like to make. The available options will depend on your role and the program phase the patient is currently enrolled in:

Press Call to start your call. You will see a message confirming that the call was initiated:

Once the call has been initiated, you will be entered into the workflow for that call type, which will guide you to the actions that you need to take on this call (such as filling out a survey or assessment, for example).

In the last lesson we learned how to make calls through Welkin.

In this lesson, we'll learn how to:

Send an SMS text message

Send an email

Let's get started!

Sending an SMS

Important note:Welkin only supports SMS messaging, not MMS. This means you are not able to send pictures or SMS messages longer than 1120 characters through Welkin, as these will automatically convert to MMS.

Before sending an SMS, check to confirm that the patient has consented to receiving this type of communication.

Once this has been confirmed, clickMessagefrom the action bar:

A pop up message window will appear.Click the phone number field to see a list of all SMS enabled phone numbers associated with the patient and choose the desired number:

If you want to attach an image, clickAttach Imageto navigate to your image files and choose the one youd like to attach. The image will be displayed beneath the body of the message.

If you want to send the message at a later time, click the box next toSend later.This will enable you to choose the specific date and time you would like the messageto be sent.If you want to send the message immediately, clickSend Message.

An ongoing record of this SMS thread can be found in the conversation panel:

Sending an email

Before sending an email, check to confirm that the patient has consented to receiving this type of communication.

Once this has been confirmed, clickEmailin the action bar:

An email view will appear at the bottom of the patient profile:

Click theTofield to see a list of all the email addresses associated with apatient and choose the desired address. If you type the address directly into the field, your email will not send.

Begin writing your message in the empty space beneath theSubjectfield.

If you want to send the email at a later time, click the box next toSend later.This will enable you to choose the specific date and time you would like the email to be sent:

If you want to send the email immediately, clickSend.

An ongoing record of this email thread can be found in the conversation panel:

In the last lesson we learned how to send messages in Welkin. In this lesson, we'll learn about one of the main workflow organization tools, the Care Flow.

In this lesson, you'll learn:

What a Care Flow is

How to create a new Care Flow

How to edit an existing Care Flow

What is a Care Flow?

A Care Flowis a 3-tiered task tracking tool that is optimized for the healthcare industry. Care Flow tiers follow a Project, Task, Sub task structure and can leverage pre-defined templates or free form. Care Flow templates are useful for capturing and tracking standardized tasks over a period of time while free form Care Flows may be better at serving populations with dynamic care needs.

Care Flow Features:

Templates. There are various Care Flow templates (listed on the chart) from which you can choose.

Manually or automatically generated. Some care flows are automatically generated after taking other actions (e.g. after a needs assessment (New Provider), the provider search care flow will appear.

Editable. You can adapt templates as needed or make new ones from scratch.

Assignable. You can assign elements of the care flow to yourself and/or to other team members.

Reminders. Interventions within the care flow can be given a reminder date. This will generate an alert in the inbox of the assigned team or individual when the item is due. Some reminder dates are automatic based on operational needs (e.g. an event that should occur 3 days after the last event).

Note:

You change the name and title to give more context. Use the pencil icon.

You can delete interventions If they are not relevant to your workflows - weve designed it that way.

Key due dates are set through the template to support in workflow or may be predefined as part of the template.

Patient / Clients can have multiple care flows (ex. multiple provider searches).

Even when complete they will remain at the top of the clients profile. If they are deleted - that information will not be in the client's profile / timeline.

In the last lesson we walked through how to create a new patient in Welkin.

In this lesson, we'll walk through:

The main Inbox tab

The All Patients and Dashboards tabs

Filtering your inbox

Let's get started!

Navigating the main inbox

The inbox is your home base. This is where you will see alerts for your inbound communications, daily tasks, scheduled appointments/calls/visits and follow-up needs.Depending on your configuration of Welkin, your role, and account permissions, your specific inbox categories will vary.

Alerts in your inbox may be automatically generated by the platform or manually generated by you or other users. To view the patient that is associated with an alert, simply click on their name in the inbox and you'll be taken to their profile. When you get to their profile, you'll see a message that will prompt you to take whatever necessary actions to address the alert.

If youdon'thave any alerts for a particular category, that categorywon'tbe displayed. If you have completed all alerts that need your attention, your inbox will be blank and show you a message that you are all done.

Navigating the All Patients and Dashboards tabs

In addition to the main Inbox tab, you will also see an All Patients tab and a Dashboards tab (configuration dependent).

Clicking on the All Patients tab will bring you to a list of all of the patients you have access to based on your account permissions. You can change the settings to display 10, 25, or 50 patients at a time.

If you have dashboards, clicking on the Dashboards tab will bring you to a list of patients that fall into that particular dashboard category. You will only see the patients that you have access to. Dashboards can be helpful in grouping or sorting a certain subset of patients.

Filtering your inbox

Use the filters in your main Inbox, All Patients and Dashboards views to customize your own workflow and quickly search throughpatients in different groups:

This article will help you:

Select an email recipient

Select when an email is sent

Select an email recipient

For a Patient that has consented to receive emails, click Emailfrom the action bar or click on an email thread in the left hand side conversation pane.

Click the To field to see a list of all the email addresses associated with a patient and choose the desired address.

Enter a subject for your email OR choose from the templates defined for your program.

Begin writing your message in the empty space beneath the Subject field.

Choose when to send the email

If you want to send the email immediately, click Send.

To send the email at a later time, click the box next to Send later. This will enable you to choose the specific date and time you would like the email to be sent.

When the email is sent, a timeline event recording the email will be added to the patients profile.

Welkin standard alerts include:

New Activity (for inbound communications such as email, SMS, voicemail)

Inactivity

Unrecognized communications (email, SMS, phone calls)

Unrecognized fax

Scheduled appointments

Intervention due

New task

The ability to modify Welkin standard alerts is not yet supported in Workshop.

New Activity (for inbound communications such as email, SMS, voicemail)

New Activity alerts are triggered automatically when Welkin receives a recognized communication from a patient from any communication channel supported in your Program. Emails are recognized when the patient replies to an email initiated within Welkin. Voicemails, SMS and Calls are recognized when the initiating phone number is both documented in the Patient Info section and is not shared by another patient.

The patients primary coach receives New Activity alerts by default. These alerts are displayed in the New Activity Inbox category. Note: Your program may be configured such that all coaches see all new activity.

Inactivity

Inactivity alerts are triggered automatically when there has been no inbound communications (call, SMS, app message, email, voicemail or fax) or outbound communications (call, SMS, app message, email, voicemail or fax) to or from that patient in 14 calendar days.

The patients primary coach receives Inactivity alerts by default. These alerts are displayed in the Inactive Patients Inbox category. Your program may have been configured to have a different threshold for inactivity, or may have disabled this alert.

Unrecognized Communications

Unrecognized Communication alerts are triggered automatically when Welkin receives a communication from a patient that does not meet the New Activity criteria above. This includes when a phone number or email address is not unique to one Patient.

All coaches receive these alerts by default. These alerts are displayed in the Unrecognized Emails, Unrecognized Calls and Unrecognized SMS Inbox categories, respectively.

Unrecognized Fax

Unrecognized Fax alerts only display for configurations that have enabled faxing. This communication channel is not on by default. If fax is enabled, all coaches will receive Unrecognized Fax alerts in the Inbox category of the same name.

Scheduled Appointments

Scheduled Appointment alerts are generated on the day of the appointment for the coach the appointment is scheduled with. These alerts are displayed in the Scheduled Calls and Scheduled Visit categories within the Inbox.

Intervention Due

Intervention Due alerts are generated on the day the Care Flow task is due for the coach the task is assigned to. These alerts are displayed in the Care Plan Interventions category within the Inbox.

New Task

New Task alerts are generated immediately for the coach the task is assigned to, regardless of the due date. These alerts are displayed in the Scheduled Tasks category within the Inbox.

Modifications to standard alert conditions and display behavior will be supported in a future version of Workshop.

First steps

Begin by learning about Processes with this feature overview.

Now that you understand the feature, its time to start building. Begin by ensuring thatyou'veLocked your configuration to make changes.

Next, choose Processes from the Build section of the Workshop menu. This opens up the Processes landing page. Onceyou'vemade a Process, itll be displayed on this page.

To create a Process, click the Create Process button.

Important note: You must first create content in Workshop before it can be used as Process action or condition. Build Alerts, Email & SMS Templates, Assessments, Care Flows, and Custom Data first, if youd like to make a Process that references them.

Create a Process

After you clicked Create Process, choose the action this Process will automate

Create Alert

Change Phase

Send Message

Create Care Flow

Schedule Appointment

Reassign Patient

Click Create

On the New Process page, enter a Name for this Process. Choose a name thats unique, and concisely describes the Processs purpose. For example, Intake care flow for new patients or Send alert for Intake assessment response

Define conditions

Next, define the conditions that execute this Process. From the Condition Type menu, choose from:

Patient enters a phase

Patient exits a phase

Upcoming appointment

Completed appointment

Patient completes an Assessment

Coach completes an Assessment

Custom Data is recorded

Patient is created

Each condition type has its own set of subsequent fields. Ensure these fields are completed before moving forward with your Process.

Custom Data conditions

Currently, the Process builder supports only one condition type at a time, with the exception of Custom Data conditions.

To add a Custom Data condition, click the button and complete the subsequent fields.

Important note: Processes that use a secondary Custom Data condition will only execute successfully if the first condition is met, and the current Custom Data value meets the Custom Data condition criteria. To learn more about Custom Data conditions, revisit the Process overview.

Define actions

Next, complete the Action fields

Important note: Fields cannot be left blank. If a field is not completed, the Process will not run correctly. Please ensure all fields have been completed.

Click Create Process when the steps above are completed. This Process will now appear on the Process landing page.

Important note: Once created in Workshop, Processescan'tbe deleted. See the feature overview for more information about Processes.

Here are some additional resources:

Whats a Process?

FAQs about Processes

Actions when a New Patient is created

Create an Escalation Workflow

In this article, we'll walk through:

What are Processes?

How to use Processes in your program

After reading this article, you will:

Understand what Processes are

Know which actions can be automated with a Process

Understand what conditions can trigger an action

Process basics

Processes automate certain behavior in your program. Theyre rules that cause specific actions to occur under a set of specific conditions. Processes are often used to ensure that the right person or team gets an Alert to do something at the right time, such as engage with a new patient upon enrollment or when a patient is flagged as high-risk. They also automate patient communication, like sending an appointment reminder email the day before an appointment.

Processes in Workshop

To build Processes in Workshop, you define the actions and conditions:

An action is the result your Process will automate. For example, Change Phase

Conditions are the criteria that must be met to trigger the action. For example, Patient completes Assessment and the Assessment is Medical History Form

Important note: You must first create content in Workshop before it can be used as an action or condition. Build Alerts, Email & SMS Templates, Assessments, Care Flows, and Custom Data first, if youd like to make a Process that references them.

Process actions are:

Create Alert: Send an Alert to a coach or specific Role

Change Phase: Move the patient into another Phase

Send Message: Send an SMS or Email to the patient

Create Care Flow: Trigger a new Care Flow for the patient

Schedule Appointment: Create an appointment for the patient

Reassign Patient: Chane the patients coach

Process condition types include:

Patient enters a phase

Patient exits a phase

Upcoming appointment

Completed appointment

Patient completes an Assessment

Coach completes an Assessment

Custom Data is recorded

Patient is created

Custom Data conditions

Currently, the Process builder supports only one condition type at a time, with the exception of adding a secondary Custom Data condition.

Important note: Processes that use a secondary Custom Data condition will only execute successfully if the first condition is met, and the current Custom Data value meets the Custom Data condition criteria. The Process will not trigger based on historical Custom Data values.

For example, you create a Process named Trigger Escalation Care Flow.

The first condition for this Process is:

Patient completes Assessment

The Assessment is Medical History Form

Patient answers the question Do you have negative thoughts or self harm by responding Yes

The Custom Data condition is:

For Custom Data type High Alert, the patients score for Risk has a value more than 4

This Process would Trigger an Escalation Care Flow:

If the patients current Risk value is 5

This Process would not Trigger an Escalation Care Flow:

If the current Risk score is 2, but had a previous value of 9

If the current Risk value is 4, but is manually changed to 9 (because the Assessment condition did not occur first)

Or, you create a Process named Trigger Escalation Care Flow.

The first condition for this Process is:

Patient enters Phase

Phase is In Care

The Custom Data condition is:

For Custom Data type High Alert

The patients score for Risk has a value more than 4

The patients value for Condition is equal to Insomnia

This Process would Trigger an Escalation Care Flow:

If the patients current Risk value is 6 and Condition value is Insomnia

This Process would not Trigger an Escalation Care Flow:

If the patients current Risk value is 6 and but the current Condition value is not set to Insomnia

If the patient is currently in the In Care Phase, and their value for Condition is manually reset to Insomnia (because the first condition, Patient enters Phase did not occur)

Important note: Once created in Workshop, Processescan'tbe deleted. If youd like to disable a Process, edit its conditions such that theywon'ttrigger the Process action.

For example, create Custom Data named Deprecated, butdon'tenable it in the Side Bar or use in any APIs. Then, add the Deprecated data type as a condition to the Process you want to disable.

Do not leave a field blank. Blank fields in saved Processes will cause errors in your configuration.

Here are some additional resources:

Create a Process

FAQs about Processes

Actions when a New Patient is created

Create an Escalation Workflow

In this article, we'll walk through:

What is Custom Data?

When should you create a new Custom Data type?

After reading this article, you will:

Understand Custom Data is

Understand how you can use Custom Data

Understand how you can track this data within Welkin

Custom Data basics

Welkins Coach Portal comes with a number of schemas already defined. An example of this is the patients Personal Information section, which has defined fields such as First Name, Last Name, Date of Birth, Phone Number, and Email Address. The Side Bar is another exampleits predefined sections can include schemas like Lab History, Prescriptions, Insurance, and more. See the full list of standard Side Bar sections.

However, your Program may require data types beyond the standard set that Welkin provides, such as Payer Risk Score or Target Weight Loss. In these situations, you may choose to create a Custom Data type to enable a data field, or set of related fields, to be used in your program.

Custom Data types allow you to define the name of the data set, along with the fields and their attributes contained within the set.

For example, Target Weight Loss may contain the following fields:

Target Weight

Target BMI

Target Percentage Weight Loss

Current Weight

Current BMI

Current Percentage Weight Loss

Baseline Weight

Baseline BMI

Custom Data can be created in Workshop manually, or by updating the applicationsyou'veintegrated with Welkin. Once you define a Custom Data type, its available to be added as a section on the Side Bar. If you need to track this data for your patients, choose to update their timeline with Events for those changes when creating the Custom Data.

Here are some additional resources:

Create Custom Data

In this article, well walk through how to create Custom Data using Workshop.

First steps

Start by familiarizing yourself with Custom Data.

Now that you understand the feature, its time to start building. Begin by ensuring thatyou'veLocked your configuration to test and publish changes.

Next, choose Custom Data from the Build section of the Workshop menu. This opens up the Custom Data landing page. Onceyou'vecreated Custom Data, this page will display your data types.

To create Custom Data, click the Create Custom Data button.

Create Custom Data

On the New Custom Data page, enter a Label for this data type. Choose a label thats unique, and briefly describes this data to your coaches. For example, Risk Stratification.

Next, define your Data Fields. Custom Data can have multiple fields; the following are required to complete a new data type:

Label: Each label should provide guidance to the coach on how to interpret the Custom Data. Choose a concise, easy-to-read label so the Coach can quickly determine what the data is. For example, Risk Score.

Type: This determines the format for your data values. Setting the type helps to ensure data is entered correctly, because only values in this format are accepted. Availables types are:

Text

Integer (e.g., 1, 2, 3)

Fraction (e.g., 4.72, 2/3)

Boolean (e.g., true or false)

Dropdown List (e.g., Monday, Tuesday, etc.)

Date (e.g., 01/01/2019 01:00 PM)

3. Select Required if youd prefer the field not be omitted when the value is missing. If the fieldisn'trequired and theres no value for this field in the data type, the existing value will be removed from that field.

Display Custom Data

Select if, and how, this data will appear in the Coach Portal.

You can include this Custom Data in the Side Bar of the patient profile, by creating a section. Once a Custom Data section is created, you can add it to the Side Bar in Workshop.Click the Create a Side Bar Section checkbox for this data, and select an option from the Display Format menu. This dictates how the data if formatted in the section. These options are:

Table

List

Single entry

Important note: Single entry displayswon'tcreate new Timeline events each time those data values change. If youd like to enable Time events to show new data values, select one of the other Display Format options.

To show changes to Custom Data values on the patient Timeline, select Create a Timeline event. When making this Timeline event display, copy the listed Custom Data variables and paste in the Name and/or Body fields, where that data should display when the event is triggered.

Enter a concise, easy-to-read Name, so coaches can quickly determine what the Timeline event is. For example, A happiness reading was submitted {{happiness_value}}

Body is an optional field that you can use to give greater context to the Custom Data, when the Timeline event is expanded. The body includes formatting options. For example,

{{patient-first-name}} submitted a happiness reading score of {{happiness-value}}.

Feeling: {{happiness-feeling}}

Manually entered: {{happiness-user-ent}}

Lastly, click Create Custom Data to save your data type.

Here are some additional resources:

Understand Custom Data

In this article, we'll walk through:

How do I set a Patients time zone?

How do I set a Coachs time zone?

How are Appointment Reminders set in a time zone?

After reading this documentation, you will be able to:

Understand and use time zones appropriately in Welkin.

By default, all Patient time zones are set to CST/CDT. A Patients time zone can be set or edited by going to the Patient Information Sidebar section. Updating a Patients Address or Zip Code, does not automatically update their time zone.

Important Note: A Coach cannot bulk change a set of Patients time zones, currently this must be done per Patient Profile.

To set a Coachs time zone use the Admin Portal. Find the Coachs profile from the Coach tab in the Side Panel. Select Edit Account to set or edit the Coachs time zone.

Important Note: If a Coach logs into Welkin while in a different time zone, Welkin will automatically adjust the Coachs time zone. For example, if Coach Emily is traveling from San Francisco, CA (PST/PDT) to Boston, MA (EST/EDT) and logs into Welkin, Emilys time zone will automatically update to EST/EDT.

In Welkin time zones can be seen while during scheduled events and that scheduled events Appointment Reminders.

For example, if a Coach, Emily, is in EST/EDT time zone and their Patient, Sam, is in PST/PDT, Emily schedules a call for 4pm on their Schedule, but the Appointment Reminder to Sam says the call is at 1pm. Emily can see the Appointment Reminder in the Conversations Panel that was sent to Sam, which will say their scheduled call is at 1pm. However, Emily can see the call is scheduled for 4pm on their Profile Scheduled Appointments.

Important Note: By default, Elements in Welkin are set on UTC time zone. For example, Alerts are sent at 12am UTC and received at 5pm PST.

Here are some additional resources:

Alerts

The first page that appears upon logging in to Welkin is the Coach Inbox.

Your Inbox organizes your work day by displaying important information such as todays scheduled calls and visits and alerts for new messages received from your patients. Its a good idea to bookmark this page for quicker access.

The Inbox has the following sections:

The Header, the bar at the top of the screen

The Inbox, themain area of the screen

patient profile

TheHeadercontains the following buttons:

TheHome button, which will navigate youback to the main inbox view from any page in Welkin

TheCoach Menu, which contains a drop down list of actions youcan take, for example, navigate to their coach profile or log out

TheSearch Bar, which allows youto search any patients they have access to

TheInboxcontains the following sections:

TheWorkflow Prompts, which organize the alerts, tasks, and necessary actions that are a part of yourdaily workflow. Clicking on a patient's name listed under a Workflow Prompt will navigate you to their

TheInbox Views, which allow the coach to switch between their workflow prompts, a list of all patients, or their dashboards (if they exist in that version of Welkin)

TheInbox Filters, which allow the coach to filter their coach view based on different patient populations, program phases, or any other segmentations that have been configured

TheCreate Patientbutton, which allows a coach to add a new patient to Welkin

ADashboard is where you can see information about a group of patients at a glance. Dashboards can be found in themainInboxview:

Depending on your version of Welkin, youmay be able to filter the dashboard by program phase, highlight certain sub-populations of patients, andadjust what information is displayed in the dashboard columns.

This article will help you:

Set your availability

Schedule an appointment

View youravailability and appointments

Dismiss an appointment

Set your availability

Click on your namenext to the search bar to navigate to your User profile.

Click the blue "Edit Schedule"link to expand the availability options.

The times listed are configured to the time zone that was set when your User account was created. Select the days and times you want to be available for appointments.

Use the Schedule Unavailabilitysection to plan ahead and customize times when you are unavailable.

Save these changes by clicking Saveat the bottom of your User profile.

Schedule an appointment

Click Schedulefrom the action bar:

A schedule prompt window will open in the lower left corner of your screen:

Select the desired appointment settings and click Scheduleto add the appointment to your calendar.

Scheduled appointments will also appear in the patient profile as banners with buttons that will lead you into different workflows.

View your availability and appointments

Navigate to your User profile. At the top of the page you will see a week long calendar view of your appointments:

This view will always include your unavailability and can be filtered to show all or only certain event types.

Dismiss an appointment

When you create an appointment, it will show up in both your User calendar viewas well as in the patient's profile under the Upcoming section.

You can dismiss an appointment from either location and it will automatically disappear from both. To dismiss from your User calendar view, hover over the upper right corner of the appointment and click the 'X'that appears.

To dismiss from the patient's profile, click Editin the upcoming event banner and select Cancel.

AnAssessmentis a form that you can fill out in order to keep track of patient information. Depending on the program that a patient is a part of, they may have a variety of assessments to fill out at different times during treatment.

You can find all of your assessments by clicking onAssessmentin the action bar:

This will open a window that displays all of your assessment options:

(Note: These are example assessments that may or may not be available in your Welkin configuration)

Clicking on any of the assessments will take you to the assessment workflow. For example, clicking onReferraltakes you to a page where you can input information aboutthe date and reasons for a patient referral:

Once you have saved the assessment, this information will be available on the patient's timeline:

Once you have completed an assessment, click the bluePreview PDFbutton at the bottom of the assessment window (clicking the blue Save button will simply save the assessment to the timeline):

This will open a new tab where you can preview the assessment in PDF form. SelectPrint.

The print window will appear for you to select your settings. In theDestinationsection, make sure the option toSave as PDFis selected. If it isn't, clickChange... and select Save as PDF:

Once you've selected the correct destination, click the blueSave button. A window will pop up where you can edit the name and final destination of the PDF.

Important Note:Make sure to change the name of the file to something recognizable but without unnecessary PHI.

Click the final blueSave button to save your PDF to your chosen folder.

To edit a client's basic information, contact information, or communication consent preferences or to assign to the patient/client a new or different care team member, click the blueEdit button in the upper right corner of thePatient Info section in the right sidebar.

This will take you to the client's edit profile page. After making your edits, be sure to click the blueUpdate Patient Info button to save your changes.

Overview

As your program matures, you may have patients that no longer wish to participate or are no longer eligible for your program.

To remove these patients from showing up in your patient lists, you can mark a patient as inactive. This will prevent alerts from being triggered for this Patient and will dismiss any existing alerts for that Patient. When marked as inactive, the Patient will still be searchable and the full history of interaction with your team will still be documented within the platform in the case that they are reactivated.

Important Note: You may choose to remove the phone number or email address from their profile, however note that if the patient has an inbound communication, these communications will be classified as unrecognized and you will need to reconcile these manually.

Welkin does not delete data from the system, marking a Patient as inactive essentially archives Patient record.

Mark a Patient as Inactive

Depending on how your program was designed, it may use one or both mechanisms listed below to mark a patient as inactive. If both exist in your program and you are unsure of which to use, consult your supervisor or lead for more information.

Using the action Mark Inactive

Using this method, the Patient stays in their current phase but is deactivated and alerts will not be triggered for this Patient.

On the Patients profile in the Action menu (the action may be located in the overflow menu under the ... click on Mark Inactive

You will notice a red dot and Inactive label added beside the Patients name

At any time, you may follow the same steps above to reactivate the Patient by choosing the action Mark Active. A patient may also be reactivated if they have an inbound communication.

Change their phase to Inactive

Using this method, this Patient will be grouped with all other inactive patients.

On the Patients profile in the Action menu (the action may be located in the overflow menu under the ... click on Change Phase

Choose Inactive

At any time, you may reactivate the Patient by choosing the action Change Phase and choosing a phase that is applicable. If the Patient is in the Inactive Phase, an inbound communication will not change their phase.

In this article, we'll walk through:

What are Appointment Prompts?

What are Appointment Prompt Templates?

After reading this documentation, you will:

know what types of Appointments are supported

know what support and guidance can be delivered via Appointment Prompts.

Appointment types allow you to classify the kinds of interactions you have with patients. SupportedAppointment types are:

Phone Visit

In-Person Visit

Video Visit* (only enabled for programs where video app is supported)

Using these types, you can have Appointment Prompts to map to the kinds of patient interactions performed by your team, such as Enrollment Call, Coaching Call, or Satisfaction Survey Call

Configuring Appointment Prompts allows you to observe and measure data for the different Appointments, like how often does this engagement happen, or how long does this type of engagement typically take, as well as ensure that the right people on your team are handling these kinds of Appointments.

Appointment Prompts give you the ability to offer pre-appointment guidance to your coaches. Messages can be configured in the Appointment Prompt templates to tell the coach what they should do to prepare for the engagement, as well as offer guidance during the Appointment, in addition to scripting and directing them to perform common Actions during the engagement.

In this guide, well walk through how to create Email Templates in Workshop.

First steps

Begin by learning about Email Templates with this feature overview.

Now that you understand the feature, its time to start building. Begin by ensuring thatyou'veLocked your configuration to make changes.

Next, choose Email Templates from the Element section of the Workshop menu. This opens up the Email Templates landing page. Onceyou'vemade a template, itll be displayed on this page.

To create an Email Template, click the Create Template button.

Create a template

On the New Email Template page, enter a name for this template. Choose a name thats unique, and concisely describes the templates purpose to your coaches. Email Template names are displayed on the Templates drop-down menu, when composing emails in the Coach Portal.

Next, enter the emails Subject. Use a short description thats easy for patients to understand, to ensure they open the email.

In the Message field, write the message that will appear in the body of the email. Select an option from the toolbar to style or format your message.

Add variables to messages to personalize templates. Click an option in the variables menu to copy it, then insert your cursor where the data should display in the message and paste. ( Read more about using variables)

Organize your templates

Use folders to organize Email Templates in the Coach Portal. Group recurring emails in your program by topic, or sequence in the patient journey.

To add the template to an existing folder, select an option from the Folder drop-down menu.

To make a new folder, click Create Folder and give the folder a short, descriptive name. Then select Create.

Important note: Currently, folders cannot be edited or deleted from Workshop. However, you can change the folder a template is stored in by selecting the template to edit in Workshop, and choosing or creating a different folder.

Final steps

Lastly, choose Role or Phase visibility settings if youd prefer to restrict access to the Email Template.

Important note: If a folder contains a template with restricted visibility for a particular Role, the entire folderwon'tbe visible to that Role.

Click Create Email Template when the steps above are completed and youre satisfied with the template.

Here are some additional resources:

Whats an Email Template?

What are Assessments?

In this guide, well walk through how to create an SMS Template in Workshop.

First steps

Begin by learning about SMS Templates with this feature overview.

Now that you understand the feature, its time to start building. Begin by ensuring thatyou'veLocked your configuration to make changes.

Next, choose SMS Templates from the Element section of the Workshop menu. This opens up the SMS Templates landing page. Onceyou'vemade a template, itll be displayed on this page.

To create an SMS Template, click the Create Template button.

Create a template

On the New SMS Template page, enter a Name for this template. Choose a name thats unique, and concisely describes the templates purpose to your coaches. SMS Template names are displayed on the Templates drop-down menu, when composing messages in the Coach Portal.

In the Message field, write the message that will be sent to patients. Select an option from the toolbar to style or format your message.

Add variables to messages to personalize templates. Click an option in the variables menu to copy it, then insert your cursor where the data should display in the message andpaste. ( Read more about using variables)

If youd like to send an Assessment with this template, click Add Assessments to template.

Select the Assessment to include with this template from the Assessments menu. Only Assessments that have Coaches and patients designated as the recipient will appear in this menu.

While Templates can be edited in the Coach Portal, Assessments cannot be changed or removed. Only add an Assessment if it should be sent to patients every time the template is used.

Next, choose Role or Phase visibility settings if youd prefer to restrict access to the SMS Template.

Click Create SMS Template when the steps above are completed and youre satisfied with the template.

Here are some additional resources:

Whats are SMS Template?

What are Assessments?

In this article, we'll walk through:

The benefits of SMS Templates

The abilities and limitations of SMS Templates

After reading this article, you will:

Understand how the SMS Template feature works

Understand how you to create SMS Templates in Workshop

Understand the extent of the features capabilities

SMS Template basics

The SMS Template feature in Workshop offers the ability to create predefined text messages to send to patients. Build templates for the texts frequently sent within your program, to standardize their messaging and reduce the amount of time coaches spend authoring texts.

SMS Templates also provide the ability to send Assessments directly to patients. Currently, the only way to send patients Assessments via SMS is to first create a template in Workshop that includes the Assessment.

Once templates are published to your live environment,they'reaccessible in the Patient Profile when sending a new message. Coaches make their selection using the template menu, and can then edit the predefined content before sending the SMS to the patient. This excludes any changes to Assessments built into templates, whichcan'tbe altered or removed.

Sending a SMS using a template can also be automated using Processes in Workshop.

Important note: Your SMS won't send if Messages hasn't been enabled on the Action Bar in Workshop.

SMS Templates in Workshop

Create a template in Workshop by naming it, authoring the SMS message, and inserting variables into that message, if and where appropriate. Further customize templates by adding an Assessment and setting access restrictions according to Phase and Role.

Important Note: Messages exceeding 140 characters may be split into multiple texts, depending on the recipients cellular provider. Adding an Assessment to a templatewon'taffect the character count of the message.

More about variables

Variables are placeholder displays that automatically populate with the dynamic data they represent, whenever the template is triggered. The data that appears in place of a variable is automated based on the context of the template.

For example, if you paste the {{patient_first_name}} variable code after Hello in a message, and send a SMS toFozzie Bear using that template, it would read Hello Fozzie.

Currently, SMS Template variables include:

Patient names

Coach names

Appointment data

Important Note: You must first create Appointment Prompts to use appointment-related variables.

Send Assessments to patients

Add Assessments to SMS Templates to send them directly to patients. When that template is used, a unique URL for the Assessment is generated and texted along with the message. Only Assessments that have Coaches and patients designated as the recipient will appear as options for adding to templates.

Important Note: Patient-facing Assessments cannot be removed or changed when using the template in the Coach Portal. If the template includes an Assessment some patients shouldnt see, restrict access to the template by Phase and/or Role in its Visibility settings.

Here are some additional resources:

Create SMS Templates

What are Assessments?

What are Appointment Prompts?

In this article, we'll walk through:

The benefits of using Email Templates

The abilities and limitations of Email Templates

Using the feature in Workshop

After reading this article, you will:

Understand how Email Templates work

Understand how your program can benefit from templates

Understand how to use the feature in Workshop

Email Template basics

The Email Template feature in Workshop offers the ability to create predefined email messages to send to patients. Build templates for the emails frequently sent within your program, to standardize their messaging and reduce the amount of time coaches spend authoring these messages. Email Templates also provide the ability to send Assessments directly to patients.

Once templates are published to your live environment,they'reaccessible in the Patient Profile when sending a new email. Coaches make their selection using the template menu, and can then edit the predefined content before sending the email to patients.

Email Templates in Workshop

Create a template in Workshop by naming it, adding the emails subject, and authoring the message text of the email. Insert variables into that message, if and where appropriate, and add Assessments to send them directly to patients.

Important note: Emails won't send if they haven't been enabled on the Action Bar in Workshop.

More about variables

Variables are placeholder displays that automatically populate with the dynamic data they represent, whenever the template is triggered. The data that appears in place of the variable code is automated based on the context of the template.

For example, if you paste the {{patient_first_name}} variable code after Hello in the template body, and send an email toSmokey Bear using that template, it would read Hello Smokey.

Currently, Email Template variables include:

Patient names

Coach names

Assessments

Appointment data

Important Note: You must first create Appointment Prompts to use appointment-related variables.

Send Assessments to patients

Add Assessment variables to Email Templates to send them directly to patients. When that template is used, a unique URL for the Assessment is generated and linked from the email. Only Assessments that have Coaches and patients designated as the recipient will appear as options for adding to templates.

Organize your templates

From the Email Template feature in Workshop, you can create folders to better organize these templates in the Coach Portal.

We recommend: Create folders to group the recurring emails in your program, according to topic or sequence of the patient journey.

For example, if new patients receive a Welcome Email, New Patient Survey email, and Coach Follow-up email in the first week in the program, create a folder named New Patient Emails.

Important note: Currently, folders cannot be edited or deleted from Workshop.

Here are some additional resources:

Create an Email Template

What are Assessments?

What are Appointment Prompts?

Before You Submit a ticket:

Browse or search for an answer in our Knowledge Base.

If you need further assistance, be ready to provide the steps you took to reproduce the issue and/or any screenshots (please do not include any PHI).

Review the following business impact categorization to determine how to classify your issue:

L1 - A critical business emergency, high number of users are unable to use Welkin in any meaningful way

L2 - A major business impact and no workaround is available, some users are unable to use the Integrated Product in any meaningful way, or, material functionality of the Integrated Product is severely restricted in use

L3 - A moderate business impact, non-material functions are malfunctioning or material functions are malfunctioning but there is a workaround available

L4 - Any other issue or question

How to Submit a Ticket:

Click on the Submit a Request link in the header.

Please fill out the following required fields:

Email: Contact email for Welkin. Note: If you have submitted a request before, please use the same email address you used previously. If you have not submitted a request previously, please use an email address where we can contact you.

Subject: Brief description of Issue.

Description: Detailed description of issue; including steps to reproduce issues and error messages. Workshop related issues should have name of process in question.

Product Tag: Choose the part(s) of the Welkin platform that you are experiencing this issue with. Multiple tags are allowed.

Business Impact: Select business impact

Attachments: Include any relevant screenshots (no PHI) of error messages or behaviour you are seeing.

Attempting your password

You have5attempts to enter the correct Welkin password. If you are unable to access Welkin after all 5 attempts, your account will lock and you will not be able to attempt any more passwords.

Resetting your password

If you exceed 5 password attempts, you will be prompted to reset your password. To reset your password, enter your Welkin email address and we will send you a password reset email.

Routine Password Resets

Every 90 days, you will be prompted to reset your Welkin password to maintain the security of patient information. You will follow the same password reset email flow detailed above.

Phone Numbers in Welkin

The Welkin platform supports phone number formatting validation to ensure that a valid number is saved.

Dependent on country code, patient and coach phone numbers, have different sets of validation. For a Phone Number to successfully be added, edited, or updated in Welkin the countrys validation format must be followed.

To prevent accidentally incurring outbound long distance phone charges due to mis-typed phone numbers, Welkin sets the default for the allowed phone numbers to be the same as the country your Organizations program is executed in. If you require additional countries to be enabled for your Program, please contact your Welkin Customer Success Representative to coordinate which countries you wish to enable outbound calling to (note that any person, in any country may call inbound to the number that is associated with your program).

Coach Phone Numbers

Phone Numbers may be entered in the Edit Account section of a coach Account, and Welkin will not allow you to add dashes, parentheses, or spaces. If a coach Phone Number is not entered in the correct format, the error message Field/e164_phone_number must be a valid international e164 phone number will appear and you will not be able to Save:

Patient Phone Numbers

Phone Numbers imported in Welkin through APIs must include Area Codes and may not contain dashes, parentheses, or spaces.

Phone Numbers added when creating or editing patient will automatically add dashes, parentheses, and spaces.

If a patient Phone Number is not entered in the correct format, the error message Phone Number must be a valid phone number will appear and you will not be able to Update Patient:

United States Phone Number Format

The valid Phone Number format for United States patient and coach accounts are as follows:

Country Code (1), Area Code (where A is the three digit area code), phone number (B)

1 AAA BBB BBBB

10 digits total

If Phone Numbers are being imported in Welkin through APIs make sure there are no dashes, parentheses, or spaces.

Australia Phone Number Format

The valid Phone Number format for Australian patient and coach accounts are as follows:

Country Code (0), Area Code (where A is either 2, 3, 7, 8), phone number (B)

0A BBBB BBBB

0ABB BBB BBB

10 digits total

UK Phone Number Format

The valid Phone Number format for UK patient and coach accounts are as follows:

Country Code (0), Area Code, phone number (B)

02x BBBB BBBB

011x BBB BBBB

01x1 BBB BBBB

01xxx BBBBB or 01xxx BBBBBB

Dependent on the Area Code digit totals are either 8-digit, 7-digit, or 5 or 6 digit all seen associated with the Area Codes above.

Ireland Phone Number Format

The valid Phone Number format for Ireland patient and coach accounts are as follows:

Country Code (0), Area Code (up to four digits but often three, A), phone number or subscriber number (ranging from 5-7 digits long, B)

0A BBB BBBB

0A BBB BBB

0A BBBBB

9 digits total

Germany Phone Number Format

The valid Phone Number format for Germany patient and coach accounts are as follows:

Country Code (0), Area Code (have no fixed length, A), phone number (have no fixed length, B), possible extension (X)

0AAAA BBBBBB

0AAAA BBBBBB-XX

0 AAAA BBBBBB

0 AAAA BBBBBB

11 digits total

Austria Phone Number Format

The valid Phone Number format for Austria patient and coach accounts are as follows:

Digit total varies. No standard length for area codes or subscriber numbers in Austria.

Switzerland Phone Number Format

The valid Phone Number format for Switzerland patient and coach accounts are as follows:

Country Code (0), National Destination Code (A), phone number (B)

0AA BBB BB BB

10 digits total

Belgium Phone Number Format

The valid Phone Number format for Belgium patient and coach accounts are as follows:

Country Code (0), Zone Prefix (1, 2 or 3 digits, A), phone number or subscribers number (B)

0AA BB BB BB

0A BBB BB BB

04AA BB BB BB

04AA BBB BBB

9 digits total for landlines

10 digits total for mobile phones, where the Zone Prefix is always 4 for a mobile number.

Netherlands Phone Number Format

The valid Phone Number format for Netherlands patient and coach accounts are as follows:

Country Code (0), Area Code (1, 2 or 3 digits, A), phone number or subscribers number (B)

0AA BBBBBBB

0AAA BBBBBB

10 digits total

Service numbers are often 8 or 11 digits total with area codes 800, 900, 906, and 909.

Government numbers are often 5 or 6 digits total, with the area code 14.

Sweden Phone Number Format

The valid Phone Number format for Sweden patient and coach accounts are as follows:

Country Code (0), Area Code (2, 3, or 4 digits, A), phone number (B)

0A BBB BBB BB

0AA BBB BB BB

0AAA BB BB BB

0A BBB BB BB

0AA BB BB BB

0AAA BBB BB

0A BB BB BB

0A BBB BB

07A BBB BB BB

07AA BB BB BB

8-10 digits total

Mobile number Area Code are 3 digits and begin with 07, and in total are 10 digits.

After following these troubleshooting steps, if issues persist,don'thesitate to reach out to support.welkinhealth.com.

Supported browsers

You can use Workshop and the Coach Portal on the latest version of the Google Chrome web browser. Download the Google Chrome web browser on your laptop, computer, iPad, or any device that you will be using to work in Welkin. Go to www.google.com/chrome and select Download Chrome.

Welkin works best on the most recent version of Chrome. Check to see if you have any pending updates by looking at the About Chrome Chrome.

Common troubleshooting steps we suggest are:

Logging out and then logging back into Welkin

Closing and restarting the browser

Checking for any software updates on your Laptop, Computer, or iPad

Supported computing devices

We recommend that you use your laptop, computer, or iPad to access Workshop. Mobile Devices such as iPhones and Android devices are not supported to access Workshop or the Coach Portal.

For existing Welkin customers

Using your Google Chrome web browser, navigate to https://workshop.welkinhealth.com.

Enter the credentials issued by your Program Administrator. If youdon'thave credentials, contact your Program Administrator.

If you have problems logging in, you may need to reset your password.

For new Welkin customers

If youdon'thave Welkin login credentials, please contact your Account Executive.

Delete functionality is not supported in Workshop at this time.

Deletion of Workshop elements can have a number of negative effects on your program. You may unknowingly delete components used by other parts of your configuration or your integration, or negatively affect a set of Patients in your Live Environment.

Alternative to Deletion

You can hide content from showing up in the Coach Portal. To hide content from showing up in the Coach Portal, you can remove the visibility by changing which Phase(s) or Role(s) it is Visible to: to or by disabling an item.

For Elements such as Assessments, Care Flows, Email Templates and Appointment Prompts, in the bottom of the content you wish to hide de-select all Phases or Roles in Visible to:

For Layout such as Action Bar and Side Bar, drag and drop the items you do not want to show into the Disabled Actions area.

For Processes that no longer apply to your program, we recommend the following:

Create a non-visible CDT call "deprecate".

Create conditional logic so that the Process only ever triggers if deprecate = TRUE.

Rename the process to include (deprecated) in the name so its easy to identify this process is no longer in use.

These items will still show in Workshop, but will no longer be shown to your Coaches in the Coach Portal.

Important: Never bookmark a specific Workshop URL since it may link directly to an older version of a configuration. Ensure that you only bookmark http://workshop.welkinhealth.com.

Coordinating changes with multiple Workshop users

If you have multiple people on your team who have access to Workshop to make changes to your program, we recommend that you coordinate with one another to avoid publishing changes that are not ready for the Production environment or losing another persons work.

When any Workshop user presses Lock and Test, all changes made by any user since the last time it was Locked for Testing will be pushed to the Test environment. Similarly, when any Workshop user presses Publish to Live all changes made by any users since it was Locked for Testing will be pushed to the Production environment.

Making changes to the same item at the same time

If any Workshop user was already logged to Workshop prior to changes being made and proceeds to make changes to the same items that were edited previously, the previous changes will be overwritten by the most recent published version.

For example, consider that Lesley and Allison are both in Build mode. Lesley and Allison both open the Welcome Email Template to make changes. Lesley publishes changes to the Welcome Email Template first. Unbeknownst to Lesley, Allison was also making edits to the original Welcome Email Template at the same time and publishes her changes shortly after Lesley. Lesleys changes are lost as Allisons changes will overwrite Lesleys changes.

We recommend that all Workshop users stay in Test mode at all times and notify the other Workshop users when they are moving to Build mode to capture changes. This creates an opportunity for Workshop users to communicate about which areas of the configuration they are editing when two users happen to be in Build mode simultaneously.

We also recommend communicating when changes are going to be moved to Lock and Test or Publish to Live to ensure other Workshop users are not making changes.

What if I think I have overwrote someone elses changes?

You may not noticeyou'veoverwritten changes right away. Symptoms of this may be seeing previous versions of Elements like Assessments, Email Templates, Alerts, Email Prompts, Care Flows, Event Labels, or a different Layout of the Action Bar or Sidebar Section.

If you have not yet pressed Lock and Test, try logging out of Workshop, and reloading Workshop to see if you are navigated to the most recent version of your configuration.

If you have pressed Lock and Test, and have not yet pressed Publish to Live, let your team know right away and do not publish any changes and reach out to support.welkinhealth.com explaining the situation. It is extremely helpful if you provide the version number or date these overwriting changes were made.

If you have pressed Publish to Live, do not make any further changes, and reach out to support.welkinhealth.com explaining the situation. It is extremely helpful if you provide the version number or date these overwriting changes were made.

If you are unsure, and want to make certain you havent overwritten changes, first check with your team and if you are experiencing any discrepancies,don'thesitate to reach out to support.welkinhealth.com.

In this article, we'll walk through:

The benefits of Assessments

Customization options in Workshop

Additional uses for Assessments

After reading this article, youll understand:

How Assessments add value to your program

How Assessments are accessed in Coach Portal

What customization options are available for Assessments

What other uses Assessments can support

Assessment basics

Assessments are information collection forms. They allow you to standardize the kinds of information your program routinely collects, like a New Patient Intake Form or Patient Health Questionnaire. You can also add instructions or scripts to Assessments, for coaches to reference when collecting information from patients.

Assessments can also support coaches workflows. You can create forms for structured note-taking or checklists.

Once Assessments are published,they'reaccessible from the Assessment menu in the Patient Profile. Assessments that can be sent directly to patients are found in the SMS or Email Template theyve been included in.

Creating Assessments in Workshop

The Assessments feature in Workshop offers a variety of ways to customize each form to meet different needs. You can specify the forms audience, question and response types, layout, which answers are required, and which answers should trigger their own particular follow-up question, or set of questions.

Additionally, the audience type limits who can see and complete the Assessment.

Choosing the audience for an Assessment

You can select 1 of 2 audience types for each Assessment:

Coaches

Coaches and patients

Choosing Coaches and patients enables both a coach or patient to complete the Assessment. These Assessments are sent to patients in the form of a unique link to a web page, which is accessible from their computer or mobile device.

Building Assessments

Make it easier for coaches and patients to complete your forms. Create sections to group similar questions together. For every section, you can add a heading, description, and footer. You can also add question fields, as well as scripts and instructions.

Form fields

There are a number of field types available to build your Assessments. A field type is the structure of the response to a question. Decide on the information you want to collect and choose the type best suited for that kind of response.

Field types are:

Text field- empty fields for text responses

Multiple choice field- multiple choice menus for single, or multi-select, responses

Number field- fields that require a numeric response, either whole or decimal

Date field- a date-picker field, requiring respondent to select a date from a calendar

Theres also a Read-only field, for entering instructions, or other content thats not questions and responses, to Assessments.

Further customize Assessments fields to be:

Optional or required

Conditional (based on how other questions are answered)

Conditional fields

Marking a field as conditional allows you to enable it or disable it on the form, depending on a previous questions response. You must create the initial question before the conditional field, to be able to define the conditions for that field.

For example: If the initial question asks, Does this patient smoke? and is answered Yes, then the Assessment will enable a series of follow-up questions based on that response. If the coach selects No, the follow-up question fieldscan'tbe responded to in the Assessment.

Coach workflows can also be simplified with conditional questions.

For example: If a coach selects a conditional response while completing a structured notes Assessment, the follow-up fields will be enabled or disabled based on their answer. This saves coaches from spending time scanning or answering irrelevant questions.

Conditional fields ensure:

Respondentwon'tsubmit responses to questions thataren'trelevant to them

Conversations feel more natural, because unnecessary questionswon'tderail the conversation

The form stays as brief as possible. Giving people fewer questions to answer means higher completion rates, and more thoughtful responses

Sending Assessments to patients

To send patients Assessment links, the Assessment must be added to a SMS or Email Template in Workshop. Each time the template is used in the Coach Portal, it generates a unique URL for the Assessment specifically associated with that patient. This URL is valid for 30 days, giving the patient 30 days to complete it.

Once successfully completed, the patient receives a confirmation message communicating that the form has been submitted. Timeline events appear in the patient profiles indicating that theyve completed an Assessment, and can optionally be expanded to view how theyve responded to each question.

If youd like to customize the look of your patient-facing Assessments to appear more consistent with your brand, you can do so using the Branding feature in Workshop.

Additional uses for Assessments

Assessments offer other ways to support the kinds of content used by your program.

Structured notes

Creating Assessments for structured note-taking allows you to define what topics coaches should address, ensuring a standardization for the data thats collected. Use text fields to allow coaches to enter free-form notes in response to the prompts or questionsyou'veinput in the question field.

Checklists

Use Assessments to build simple checklists. Enter the checklist item as the question of a multiple choice field, and create answer options of Yes and No, or Done and Not done, to verify completion.

This format works best for checklists used during single patient interactions. If a longer timeline is needed to complete a set of tasks, use a Care Flow instead.

Process conditions

Once Assessments are created, they can be used to automate behavior in your program. To learn how to trigger actions using Assessments and responses, read about Workshops Processes feature.

Here are some additional resources:

Create Assessments

Whats Branding?

In this article, we'll walk through:

What is Branding?

What customization options are available for Branding?

After reading this documentation, you will:

Understand how Branding works

Understand where Branding is seen

Branding basics

The Workshop Branding feature allows you to customize the look of the web-based Assessments that patients interact with, enabling a consistent brand experience. This helps patients trust that the Assessments theyve been asked to complete are an extension of your program.

Branding in Workshop

The Branding feature allows you to change the default appearance of Assessments sent directly to patients. The customization options are:

Brand color- an accent color thats applied to the section headings and fields

Logo- your company logo

Important Note: Unless you make changes in Branding, Assessments appear with Welkins default color and without a logo.

Further Customization

If you wish to customize the domain of the URL for your patient Assessments, please contact your Welkin Account Manager for more information.

Here are some additional resources:

What are Assessments?

What are SMS Templates?

Whats an Email Template?

In this article, we'll walk through:

How to create an Appointment Prompt

What are the different types of Appointments?

After reading this documentation, you will:

Understand how to create Appointment Prompts.

Appointment Prompts to capture the different kinds of interactions with your patients.

How to use scripting to help the members of your organization cover key talking points

To create a new Appointment Prompt in Workshop, follow the steps below.

Ensureyou'vechecked out your configuration so you can make changes to your Program.

In the Workshop Menu on the left, select Appointment Prompts from the Elements section. You will then be taken to the Appointment Prompt screen which lists all the Appointment Prompts created for this Configuration.

Click Create Appointment Prompt to create a new Appointment Prompt.

You will then be taken to the Edit Appointment Prompt page, where you will need to enter information in the fields, necessary for creating this new Prompt. As you input this information, your changes will appear in the Preview screen on the right side of the page, in either the Before Appointment Preview or During Appointment Preview, depending on the information youre inputting. The fields you need to complete are:

Prompt Name: The Prompt Name should be unique, and briefly describe the purpose of the nature of the Appointment. The Prompt name will be shown to coaches as an Appointment option when they schedule new Appointment.

Prompt Type: Prompt types describe how the Appointment will be executed.The available options are Call and Visit. Select Call if the Appointment will be conducted over the phone. This automatically adds the Call Action to the Prompt. Select Visit if the appointment will be conducted in person. Choosing Visit for your Prompt Type will not result in any Action being automatically added to the Prompt.

Before Appointment

Body Text: The Prompt Body Text should provide guidance to the user on how they should prepare for the Appointment. Choose a concise, easy-to-read message so the Coach can quickly determine what they need to do.

Actions: Actions give coaches options for responding to the Prompt. Some Prompt Types may default in Actions automatically being added to your Prompt.

Action Type is the list of options you can include in your Prompt. They are:

Message

Schedule

Email

Care Flow

Assessment

Edit Patient

Change Phase

Note

Action Display is how that Action is conveyed on the Action button. Write a brief description that tells your coaches what happens when they click that button. For example, if you want them to understand that the Action Type is to Take a note, choose Take Note for the Action Display.

Select the Action you want to appear on the Before Appointment Prompt from the Action Type drop-down menu. Enter the Action Display name you want to correspond with this Action. Click Add Action, and repeat for multiple Actions, if needed.

Tip: We recommend limiting Action buttons on the Before Appointment Prompt to those necessary for the Appointment. Your coaches will always have the option to select Actions from the Action Bar in the Patients Profile, if needed.

During Appointment

Body Text: The Prompt Body Text should provide guidance to the coach on what they should discuss during the Appointment.

Tip: If you wish to include scripting in your phone call, use italics styling.

Actions: Next, complete the Actions section to dictate the Action or Actions to be performed during the Appointment. Limit the Prompt Actions to those necessary to this specific kind of Appointment. Select the Action Type from the drop-down menu. Enter the corresponding Display Name in the Display Action field, which will appear on the Action button in the Prompt. Click Add Action, and repeat for multiple Actions if needed.

Some Appointment Prompts may have a default Action, depending on the Prompt Type. Standard Action options for During Appointment include:

Message

Schedule

Email

Care Plan

Assessment

Edit Patient

Change Phase

Note

Tip: Remember, Actions are always available in the Action Bar of the Patient Profile. Choose the Actions required of the particular Appointment when adding them to your Prompt, to avoid creating confusion for your coaches.

In this guide, well walk through how to create Alerts in Workshop.

First steps

Begin by ensuring that you have Locked your configuration to test and publish changes.

Next, choose Alerts from the Element section of the Workshop menu. This opens up the Alerts landing page, which displays a list of existing Alerts created for this configuration.

To make a new Alert, click the Create Alert button.

Alert information

Once inside the New Alert page, complete the fields for the new Alert.

Input an Alert Name: The Alert Name should be unique, and concisely describe why the user is being notified. For example, New Patient explains that the purpose of the Alert is to inform the user that a new patient has enrolled in the program. Try to make your Alert Name as easy to understand as possiblethe Alerts will appear in the Inbox and the Patients Profile.

If you want this Alert to deactivate when a patient changes Phases, click Dismiss on Phase change.

Important Note: Only check this if you want to disable the Alert for the patients assigned coach, when a patient transitions Phases.

For example:

An Alert is created for Review Patients Assessment Responses, and Dismiss on Phase change is selected for this Alert.

Coaches who receive this Alert type when their assigned patients submit Assessment responses will no longer be notified by the Alert once those patients move from the Enrollment Phase to the Onboarding Phase.

Next, enter the text you to display in the Alert in the Alert Body. The Alert Body should provide context for the Alert, and guidance to the user on what Actions to take. Try to keep the information in the Alert Body short and easy to understand so that your users can quickly determine what they need to do.

Next, enter an Inbox Title to organize this specific type of Alert in its own Inbox Group. This title will describe to the user the Alert type organized in that Inbox Group.

Add Actions

After adding your inputs to the New Alert field, select your Actions. Actions are things routinely performed by your coaches in their patient care. They are displayed as Action buttons, which appear in the Action Bar of the Patient Profile, and inside Alerts if you want coaches to perform an Action in response to that particular Alert type. Click the Add Action button to begin.

Select an Action from the drop-down menu. Standard Action options in Welkin include:

Message

Schedule

Email

Care Flow

Assessment

Edit Patient

Change Phase

Note

Enter an Alert Display, which will be the button label for that Action. For example, if you selected the Email option, you could enter Send Email for the Alert Display.

Finally, add a Description for that Action. The Description should be brief, concisely describing to the user what the Action does.

To delete an Action from the Alert, click Remove by that Action.

Add any additional Actions that are relevant for your Coaches when they receive this Alert. Only add Actions needed for this Alert type, to avoid overloading the user with information theywon'tneed at that moment. Remember, all the Actionsyou'veenabled on your Action Bar are otherwise available, even if they havent been included in this specific Alert.

Final steps

Onceyou'vefinished setting up this Alert, click Create Alert. Your Alert can now be found in the list on the Alerts landing page. It will also now be available as an option when creating a Process.

After this Change in Published to Live, the Alert will be active in the Coach Portal.

Here are some additional resources:

Alerts

Standard Welkin Alerts

In this article, we'll walk through:

How to request additional Workshop Accounts

Your Welkin contact will provide you a set of accounts that have workbench access. These accounts will contain the word workshop in the email address. Example: [email protected].

If you need additional accounts with Workshop access after your initial implementation phase with our Solutions Architect team, please contact Welkin Support for Assistance.

Related content:

Workshop Access Overview

Workshop includes a Test version of your Program in a separate Test environment for you to verify your changes before publishing to Live. Your Test environment allows you to verify your program changes without affecting any of your patient population.

Your Welkin contact will have given you credentials to access the Test version of your Program that are unique from the credentials to your Live environment. These credentials often include the word test. Example: [email protected]

Note: If you are unsure of what account to use to log in or do not have one, first contact your organizations project lead who can grant you access (read more about How to add more testing accounts). If you still cannot gain access to the Testing environment, file a support ticket. Turn around time for support granting you access may be contingent on approval from your Organizations project lead so your request may be filled fasted by contacting them directly.

How to log in

Using your web browser, navigate to https://coach.welkinhealth.com

Enter your Test credentials - example [email protected]. Logging in with your Live credentials will not grant you access to the Test environment.

When you are logged in, you will be presented with the inbox - it should say <your organization> Test

Here are some additional resources:

Testing Overview