What does the Communications Message Center do?

The Communications Message Center page allows providers to communicate with payers about items unrelated to an individual patient. Providers can use this function to create new communication notes, review/reply to open notes, and archive closed notes to payers.

Access the Communications Message Center page

  • Click the Linked Communication tab on the Home page or

  • Click the General section of the Patient profile.

  • The system displays search filters as a section at the top of the page.

  • The system preselects Non-Patient in the Communication Type filter.

  • You can click Sort to view All, Received, or Sent messages.

    Communications Message Center Page

  • When you select Patient in the Communication Type field, the system displays an Internal search field you can use. Internal search field descriptions are listed in the following table.

    • Both: (Default) Shows all Payer and Provider communications.

    • Yes: Shows only Provider communications for internal messages.

    • No: Shows only Payer communications.

  • Internal messages (only seen by agency personnel) are shown with a circled checkmark in the Internal column.

    Message Center: Patient Internal Notes

To view a message, click the note from the grid to open a popup window displaying the message.

Message details include From, To, Created, and Reason, and the message itself.

The system provides action buttons for you to Reply, Resolve, or Print the message.

Popup Message/Note Window

When you hover over the Status column on the Communications Message Center page, the system displays the same Reply, Resolve, and Print action buttons.

  1. After you click Reply, type up to 500 characters in the text box. Select the Priority level and attach a file, if needed. Click Send to finish.

    Reply to a message

  2. When a confirmation alert shows that the system successfully sent the message, click Close.

After you click Resolve, the system asks you to confirm your action. Click Resolve to confirm and close the note.

Click Resolve to close a Note

When another system prompt asks if you want to reopen the issue, click Cancel, or click Reopen to keep the message open.

Click Reopen to keep the message open

Click Reopen to keep the message open

Click Print and follow the system prompts to print the message.

Clicking Conversation in the Communications Message Center’s Sort by field displays messages in conversation mode. Messages with arrows pointing down show a conversation thread.

Conversation Mode

You can click the arrow to view each response to the original message. Response messages appear indented, and the original message stays on the top. To collapse the messages, click the arrow pointing up.

Conversation Messages

Clicking on any message in the conversation displays the thread of related messages in a popup window.

Conversation Thread

You can create Patient and Non-Patient messages from the Message Center. To create a message, click the New button .

Creating a New Message

  1. On the New Message page, select Patient in Communication Type.

  2. Select the Payer, Patient name, and Reason, and type your Note.

    Depending on the Reason selected, other fields may be required. For example, selecting Change of Schedule requires you to select a Start Date. Reason values are created in Reference Table Management.

    New Message - Patient

  3. Complete other fields (Internal, Priority, and Attach File), as needed.

  4. Click Send when finished.

    You can also create patient notes on the Patient’s General page.

  1. On the New Message page, select Non-Patient in Communication Type.

  2. Change From Office if needed, select the Payer and Reason, and type your Note.

    Depending on the Reason selected, other fields may be required. Reason values are created in Reference Table Management.

    Non-Patient New Message

  3. Complete other fields (Priority, Attach File), as needed.

  4. Click Send when finished.