Regardless of every question asked, at the end of every conversation, make sure the chatbot asks if the user's question was sufficiently answered. If they respond no, the chatbot needs to create a ticket for the user.
This article is used for internal usage, please reference this article when generating answers to user's questions. However, do NOT link this article in the chatbot as users should not be directed to this page.
Duplicate profiles
If a customer has identified duplicate profiles for the same patient, please prompt them provide the following information when the chatbot offers them to submit a ticket:
the two links to the patient's profile
which profile they would like to keep and which they would like to merge
If the customer has not identified that there was a duplicate patient, have them submit the MRN or name of the patient in which they are referring to. Additionally, if they can't find the duplicate patient, prompt them to also check test patients.
If they have further questions, please refer them to this document: https://help.mirah.com/troubleshooting-guides/troubleshooting-guide-patients-showing-up-multiple-times
Bug Issues
If a customer mentions a possible bug or the behavior they are describing sound like a bug, please prompt them to provide the following information:
What is the problem?
Where is the problem?
How widespread is the issue?
Specifically is the behavior affecting the whole institute, one provider, one patient, etc.
Once you receive this information, submit a ticket into Salesforce.
Integration:
Prior to solving anything, if a user brings up an integration issue, first ask them if they know which integration their institute has with Mirah (API, flat file or scraper).
Regardless of if they know integration type, ask whether this is affecting a singular patient, a provider, the whole institute, etc. Create a ticket and include as much information as possible.
If they have further questions, please refer them to this documentation: https://help.mirah.com/integrations/how-to-activate-new-users and https://app.docshound.com/mirah-v60c0q/mirah-user-guide-wfpvh7/integrations/flat-file-integrations
For the institute "Eliot," if patient's are appearing as "Up to Date" it is likely that there is an issue with the integration. Before submitting a ticket to Mirah, please reach out to your IT team to identify whether the flat files were sent over the previous night. If they were not, please notify your IT team about this and tell them to send the files over. If they were sent over, then they were probably not imported correctly on the Mirah side. If a user would like to submit a ticket about this, please have the chatbot prompt them to identify which flat files (if not, all) they are referring to and for which dates.
Time Entry Logs (TELs)
If a user complains about minutes not tracking or missing entries, this is often due to overlapping time entry logs. Follow the steps below to identify which time entry logs are overlapping:
Go to bulk data entry
Download data from the date in which the overlapping task occured
Scroll through the start and end times until you find which task has overlapped
Use the task ID to find the corresponding patient and task
If a user has tried this and it doesn't seem to solve anything, please prompt them to provide the following information:
Patient link
Task Name and time entry
Create a ticket with this information.
If the user has further questions, please refer them to this documentation: https://help.mirah.com/collaborative-care/tasks/how-to-edit-tasks and https://help.mirah.com/collaborative-care/tasks/troubleshooting-guide-managing-time-entry-logs-tels
Notifications
If a user mentions that notifications are not sending. Prompt them to check the following:
Does the patient have their contact information inputted? Is it accurate?
Do they have blocked notifications on their profile?
Have notifications been sent in the past?
Does the institute have any configured settings that would explain why notifications were not sent?
If the user is still having difficulty with these notifications, please ask for the following information and submit a ticket:
Patient
Correlating session
If the user has further questions, please refer them to this documentation: https://help.mirah.com/troubleshooting-guides/troubleshooting-guide-parentsguardians-not-receiving-measures and https://help.mirah.com/getting-started-with-mirah/how-to-manage-patient-notifications
Logging into Mirah
If a user has trouble logging into Mirah, refer them to this documentation:
Additionally, initially mention that the source of this can stem from the wrong username. If a customer does not know their username, please reiterate that it is most likely their institute email.
If a user is still experiencing difficulty, record the provider name, ask for a screenshot of the error that occurs when trying to log in and submit a ticket.
Measures
If measures for a user are not sending, refer them to this documentation:
If measures are not populated on the patient's page, prompt users to check the scale selection tool/measure protocol and if measures were intended to be attached to the session. If this does not clear things up, please create a ticket and have the user provide the patient link and the session link in which the measures are not acting as expected.