Ticket System
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The ticket system is a quick and convenient tool to simplify communication between clients and staff members.
The ticket system is a way for:
Clients to contact administrative staff or you, as their provider, with a request or a question.
You to contact your clients with a notification, request, or question.
You to communicate with other departments in order to coordinate care.
All requests, paperwork, and discussion related to the request should be done through the ticket application. Please periodically check throughout the day to address any tickets assigned to you or relating to a client in your care.
Ticket Notifications
If your client has opted-in to receiving text messages from Sensible Care, they will receive a text notification when there is a ticket/message ready for viewing. Your client must login to their patient portal to view the ticket/message.
When clients respond to your open tickets, you will NOT be notified. Ensure you are regularly checking your tickets for messages from your clients.
Please review all videos below for detailed walkthroughs:
Ways the Ticket System is Used
Ways the Ticket System will be Used .movWhat a Ticket Looks Like
What a Ticket looks like.movHow To Create a Ticket
How to Create a Ticket.movCategories of the Ticket System
Categories of Ticket System (1).movTicket Filter System
Ticket Filter System.movHow To Message A Patient
We inform clients to go into their tickets for any updates so please write an update before closing a ticket. Even if it is simply "task completed" or "med refill has been sent".
*Be mindful that tickets are for the correct client and whether or not it should be visible to clients*
When you have a ticket open and viewable to the client, you will see the following notice:
"This ticket is visible to the patient".
This means you can message the client directly.
When you send a ticket (or ticket response) to a client, they will receive a text stating there is a message in their portal, if they have opted-in to receive text messages.
How To Close A Ticket
To close a ticket, click the checkmark on the bottom-left of the ticket.
You will be prompted to click "OK" to mark the ticket as closed.
Ticket Task Acuity
If you are in need of PCC support, you should create the task without assigning it to a specific PCC. The appropriate priority levels are:
New - Unaddressed by the assigned provider -- Action to take: Change the status from “New” to “In Progress”
Low - Paperwork requests, insurance authorizations
Medium - Referrals to other Sensible Care providers, insurance & billing, and non-urgent technical issues
High - Safety plan related tasks
Critical - Urgent technology issues that require assistance within 15 minutes, clinical emergencies
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