Just as you can use your office number for communicating with your patients, Rhinogram can also provision an additional phone number for after hours emergencies.
Pre-Requisites:
Identify an emergency phone number. This must be a landline number (not a cell phone number).
Note: If you do not have a separate phone number for emergencies, Rhinogram may also provide a separate phone number. Contact Customer Success or your Rhinogram Implementation Specialist for more information.
2. Rhinogram will set up your phone number and route all incoming messages to a group or inbox called "Emergencies". You will need to give access to this new group to the appropriate team members.
3. Any team member that will work Emergency cases will need to download the Rhinogram mobile app. The app is available in both the iOS and Android app stores for download.
4. Set up notifications for the Emergency group or inbox. This will allow the on-call team member to receive a mobile notification after hours.
*Optional* Enable the Mobile Alert option within member preferences. When enabled, Rhinogram will provide a 7-8 second "alert or alarm" to the team member for any group where mobile notifications are checked. (i.e. if mobile notifications are set for Clinical and Emergencies, any messages received by either group will play the mobile alert).
Emergency Workflow using Rhinogram:
First, you will need to market your Emergency number to patients. A couple ways to do this are outlined below:
Update your practice's voicemail to advocate texting rather than leaving a voicemail and include your emergency phone number. i.e. "Thank you for calling Rhino Medical Clinic, our office is currently closed. Here at Rhino Medical Clinic we are allergic to voicemail so please text our main office number. If this is an emergency, please text the doctor at (888) 555-5555."
Update your auto-response within Rhinogram to include your emergency phone number.
Note: When a patient texts the emergency number, the text will display in the Emergencies group or inbox.
Next, team members monitoring Emergencies will receive a mobile notification and a mobile alert, if configured, when an emergency text comes in. On-call team members can login to Rhinogram using the mobile app and select the Emergencies inbox to read the text message received.
Note: . If you need to call the patient, call using your practice's phone provider's app, when applicable. (i.e. If you use RingCentral as your phone provider, downloading the RingCentral app will allow you to make calls to patients using your practice phone number, while protecting your personal cell phone number from the patient
Review and respond to the text, request pictures, etc. If a call to the patient was needed, send a recap text to the patient outlining the conversation. This allows the patient to read instructions to ensure they remember the details of the conversation and documents the conversation in Rhinogram.
*Optional* Within the conversation, use the 3 dots to select the relevant parts of the conversation and save it as a PDF that can be downloaded from Rhinogram and uploaded to the patient's chart.
Note: To use Select Content, you must first have Admin permissions or create a new Role with appropriate permissions for Members to access.
If applicable, assign the conversation to another group or inbox for proper follow-up (i.e. sending the conversation to the front desk in order for them to schedule a follow-up appointment).
Finally, close the conversation.