O-5-141 Adara Internal Support Team: Contact and Communication

🎯PURPOSE:

Overview of options available to access the Adara Home Health Internal Support Team. Users may utilize the support team to request assistance, support, or guidance including tech support, permission changes, and password resets.

NOTE: This process does not replace the need to verbally communicate and reach out if immediate assistance is needed.

🔄PROCESS:

E-Mail:

1.      Clinical Support: Clinicalsupport@adarahomehealth.com

1. Use this group for any issues involving client information: Branch Transfers, Late Recerts, Payer Change Guidance, Scheduling Assistance/functionality, Carevoyant Support, PointCare Support, HCHB Workflow support, Mosai/Forcura Support

2.      Adara Support: support@adarahomehealth.com

1. Any other support/request needs not associated to a specific client including user set up/changes, general Mosai/Forcura Support, Citrix issues, password resets, e-mail support other programs

AdaraHelp Website: Adara has two websites to access operational processes, tipsheets, and additional resources. Refer to O-5-404 AdaraHelp for additional information.

1.      Field.adarahelp.com: Resources/process designed for field users including Clinical processes, PointCare resources 

2.      Office.adarahelp.com: Resources/processes designed for back office users including HCHB Workflow tasks, Dayforce and operational processes.

AdaraHelp Message: Users may also utilize the messaging feature from the adarahelp website to submit a ticket to support. This is a helpful tool in the event they are unable to access their e-mail to send a message.

1.      Go to either field.adarahelp.com or office.adarahelp.com

2.      Select ? icon in lower right corner:

3.      Enter name, subject, e-mail address and create a message:

4.      Select send a message:

General Recommendations:

1. Create clear/concise email request for support
   1. Do not just add email group to existing email thread without clearly communicating assistance needed
   2. Only add additional users directly associated to request
      1. Example: Branch Transfer- add receiving branch Clinical Supervisor, but do not add all field clinicians
      2. Goal is to reduce “reply all” behavior
2. Within the “Subject” of the email, clearly indicate which system is involved and what type of assistance is needed:
   1. Example:

3. Include the appropriate template when applicable.  (Refer to O-5-140 Clinical Support Templates)
4. User will receive a response from Adara Support indicating request has been received:

5. Communication/responses from Adara Support will come from Adara Support or Clinical Support:

6. User may need to click as directed to download images within Outlook: