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Managing patient conversations has never been easier.
You have been asking for more flexible teams, easier conversation routing, and better visibility across all patient conversations. We heard you loud and clear!
We are ecstatic to announce the most substantial update in OhMD history – loaded with your most requested features and enhancements. Here’s are just a few of the many things we’re unveiling:
- Assignments & Teams
- A reimagined Broadcast experience
- A new mobile app
And this is just the beginning of what the all new OhMD is capable of.
These new features put you in the driver’s seat when it comes to sorting, distributing, and navigating your patient conversations. Let’s get into it!
Assignments & Teams
A patient conversation is dynamic.
Patients are likely to interact with multiple people in one chat. From the person triaging a message, to the one scheduling an appointment, to a provider answering questions, many people may be a part of a conversation within minutes. Add in that conversation topics can switch rapidly, and you can have a recipe for a multi-layered, complex chat on your hands.
Healthcare teams need a simple solution that can bring in multiple teams or individuals, simultaneously. They need instant visibility into the status of conversations as they happen. We’ve taken that challenge head-on, creating a clear and responsive view into every patient conversation to deliver the best experience.
Introducing Assignments
Assignments delivers both a flexible workflow and the visibility you need for patient communication.
Seamlessly assign conversations to individuals and teams as they progress. Patients can be assigned to multiple teams and users at once, expanding visibility across patient chats and providing a clear view of exactly who patients are assigned to on your staff at any given moment.
Watch the Assignments Overview
Assignments is super simple to use, too.
Here’s how it works:
- Assign users via a simple “Assignee” menu.
- This will trigger a system message in the chat pane where you can see exactly who was assigned and when.
- At the same time, you’ll see all the conversations assigned to you or to teams that you are a part of, alongside conversations assigned to other teams and teammates.
- You can filter filter chats by team or user assignment, star your high-priority chats, and even view the workload and chats of teams you’re not on.
- As an admin you can also set rules on how Assignments work. For example, you can set rules for what happens when a conversation is closed and if it keeps the assigned user/team, or if it reassigns. Similarly, how unknown source messages and Webchats are assigned.
What Assignments looks like in the Patient Chat view
Teams: Take control over distribution of conversations
If you’re a user of OhMD, you know about Care Teams.
Think of that – but supercharged.
With Teams you are better able to control and organize chats by grouping colleagues by specialty, roles, or however you see fit (ahem, ahem, flexibility)! Collaborate and increase efficiency by eliminating siloed conversations where only one team has visibility.
Assignments & Teams vs. Care Teams
What’s the difference between traditional Care Teams and the new Assignments & Teams, anyway?
Teams will act just as Care Teams in terms of set up in your OhMD account. You will even start off with System Teams, by default, that will help manage your Web and Unknown Chats. From there, we make it very easy to create Custom Teams on your own to delegate and notify the right users within your organization, based on your practice needs.
Simple team creation
Broadcast: One-to-many messaging just got better
OhMD’s bulk messaging feature has been given a glow up – and a major one at that!
Broadcast – the ability to send messages to groups of people all at once – has long been one of OhMD’s most popular features. Over the years, we have collected feedback from users from virtually every specialty in healthcare and compiled all of that into one epic release that will make mass-messaging easier than ever.
See all the improvements coming to Broadcast
Here’s a rundown of all the newest Broadcast functionality:
Audience Builder
Select an audience based on a patient tag, or replay a previous send. You can still use CSVs, of course, but now you have the flexibility to choose. The builder will definitely level up your ability to send messaging to groups as you choose. You can even apply tags to an uploaded list upon sending, so you can build on existing audiences in bulk.
The builder will definitely level up your ability to send messaging to groups as you choose.
Message Templates
Broadcast Templates will let you compose a message once and use it over and over. Include dynamic variables, like {First Name}, or other variables as you choose, to personalize each message. Composing one-to-many messages is easier than ever!
Analytics
Get details on the number of Broadcast messages sent, if there were messages that failed to deliver so you can resend, who sent the message, and more! This all-new analytics dashboard will give you quick insight on the impact of each Broadcast send.
What do people think about the new Broadcast?
We have been taking the all-new Broadcast features on a bit of a roadshow with clients, and we can say that the new functionality is, quite literally, gasp-inducing! Have a listen:
An all-new OhMD mobile experience
A new iOS and Android app is on it’s way for OhMD. Many of the same features you’ll soon be able to enjoy on web will also be available on mobile. The first improvements for this release give you the ability to communicate efficiently, on-the-go, and provide added visibility into conversations through your practice, including:
- Visibility into Teams & Assignments – View assigned conversations across any team or individual
- See your starred, most high-priority chats from the mobile app letting you keep a close eye on what conversations need the most attention
- Understand the context of patient conversations with access to chat history for patients across your organization
Confidential Mode
Privacy and HIPAA-compliance are always our priority when designing new features and updates. We’ve talked a lot about access and visibility into patient conversations across your staff.
But, what about organizations that need conversations locked down to select individuals and teams – for example, Behavioral or Mental Health organizations? Confidential Mode is made especially for those use cases.
Why you might choose confidential mode
With Confidential Mode, you can limit visibility and restrict access to patient conversations. Admins have the power to activate this feature, and users will exclusively access and engage in patient chats assigned to them or their affiliated teams.
Even more improvements
We are always looking to incorporate more of OhMD’s user ideas and needs into the platform. Here are a few additional improvements you can leverage thanks to the feedback of the OhMD Community:
- You now have expanded search options on the Messages and Patients pages to include search by phone number, DOB, MRN. Removing limitations will allow you to find what you need faster.
- You can now close your colleague chats. A small, but mighty update for organizations who message often with their teammates.
- Look back and see your Patient upload history. Again, flexibility and visibility are key to what OhMD users need in a patient communication platform.
So much more to come
Probably the most exciting part of this massive release is that there is more on the way.
These incredible features and improvements pave the way for OhMD to move faster on new innovation in patient conversation. We already have some amazing things cooking over in the OhMD Labs that we can’t wait to show you. Stay tuned!
