Formalize Portal Roles and Job Descriptions
Portal implementation and operation has a significant impact on a clinic, requiring modifications to clinic workflow and protocols for accessing protected health information. Leadership can influence portal implementation and promote accountability by capturing portal-related job and role descriptions in writing.
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Patient Portal Job Description - Several examples of different portal-related job descriptions used by safety net clinics.
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Portal Project Task Tracking Sheet - An example of a worksheet used to track the activities and accomplishments of a patient portal enrollment specialist.
Support Both Staff and Patient Users
Develop plans for providing support to both staff and patients in their use of the portal. Use lists of frequently asked questions, short clinic-made videos and other methods of support that users can access 24/7.
Document Workflows that Change with Portal Deployment
Many portal modules require complex workflows that can touch multiple departments. Documented workflows help to keep staff aligned and responsibilities clear.
- Patient Portal Workflows - An example of several clinic patient portal-related workflows.
Continue Staff Training Beyond the Launch Period
Refresher trainings will help staff become adept portal users. Particularly when the system is new, and staff members are not yet responding to many patient requests through the portal, operations can be strengthened by regular refresher trainings.
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