Manage Provider Portal Accounts

Manage Provider Portal Accounts

What is the Provider Portal?

The Provider Portal complements ReferralQ by giving your community based organization partners secure, direct access to view and update authorized ReferralQ information. With the Provider Portal, your community based organization partners can input their program's capacity to take referrals, obtain Contact Record or Intake information about the help-seekers referred to them, and update the status of a referred help-seeker as they work with the community based organization. The Provider Portal feature is only available to those also subscribed to ReferralQ.

Provider Portal users access information about help-seekers referred to them using the same security as iCarol users. The Provider Portal supports the following workflows, based on configuration:
  1. Add, edit and schedule Resource Capacity allowing the Provider to identify how many referrals can be accepted for their program or service. (e.g. "The case manager can take 5 new referrals this week.", "The shelter has 20 beds available", "12 donation pickups can be scheduled").  When updating Resource Capacity, the Provider can communicate a short note to their iCarol Partner, requesting more of a specific target group, or providing special notes or instructions.
  2. View and update referral status for help-seekers. Using the ReferralQ Statuses that reflect the program's workflow, Providers can update the status to reflect the stage of providing services to the help seeker. For example, the Provider may receive referrals at a "Referred" status, they may change the status to "Attempting Contact", then "Enrolled" when eligibility is confirmed. As services are provided, the status may change to identify where the help-seeker is at, until services are no longer offered, or the help-seeker graduates from the program.
Example Provider Portal view of referred Contact Record:

Provider Portal Account Management

Provider Portal users are created and managed using the same Volunteer-Staff tools used for Trainee, Standard and other users logging into your iCarol System. Accounts are created using the same familiar settings, along with being assigned one or more resource records. Provider Portal users log into iCarol with the same account and password security as your existing users, but with restricted access to just the information you make available to them. 

How to Create/Edit a Provider Portal Account:

  1. Follow the steps in article for creating new Volunteer-Staff Profiles
  2. Once the Volunteer-Staff user account is created, open the Profile
  3. Click on "Edit"
  4. Click on the "Admin" tab
  5. Choose the Security Level "Provider Portal User"
  6. Click "Save"

Configure Provider Portal Account

  1. Once the Volunteer-Staff user account is created, open the Profile
  2. Click on "Edit"
  3. Click on the "Provider" tab (only display after the Provider Portal User Security Level is selected and saved)
  4. In the Provider Portal Information section:
    1. Type in the Agency or Program Resource Name into the Resource field
    2. Choose the resource by name from the drop-down list
    3. Click "Add to Resources List"
    4. Enable or disable user permissions to control how this user can interact with the Provider Portal
      1. Can Edit Capacity
      2. Can Change Status
      3. Can Access Contact Record Details - allows access to create PDF's of Contact records for full details, if disabled, limited information is shared with Providers from Contact Records 
  5. Click "Save" to apply changes
  6. Click "Delete" to remove the resource assignment

What information is shared with Providers from Contact Records if "Can Access Contact Record Details" is not enabled?
  1. ReferralQ Name
  2. Assigned Resource: The name of the resource or program which serves the referral program
  3. Contact Record Num: The unique ID of the Contact Record, Contact or Interaction which was referred
  4. Status: The status of the referral as it progresses through the service delivery workflow
  5. Note: The free text field used to share information between the Provider Portal user and iCarol Partner
  6. Contact Name: If available, the First and Last name entered into the Contact Details of the Contact Record
  7. Contact Date: The date the Contact Record, Contact or Interaction was submitted (Note: This is not the date of referral)
  8. Zip/Postal Code: The Zip/Postal Code of the help seeker if available from the Contact Details of the Contact Record
Important Note: 
  1. Provider Portal users can  be assigned one or more Resource records including Programs or Agency Records
  2. Provider Portal users will be able to view any Contact Record referred to their resource from any ReferralQ
  3. Provider Portal users with Agency records assigned will be able to view any Resource Capacity or Contact Record assigned to a Program offered by that agency, which is assigned to one or more ReferralQs
  4. Provider Portal users can control if the "Resource assigned emails" notification is enabled or disabled, but cannot make any other changes to the Profile

Provider Email Alerts

Providers can choose to receive email alerts when a Contact Record is assigned to their Resource
  1. Click on the "Notifications" tab
  2. Under "Provider Portal Email notifications."
  3. Check or uncheck the "Resource assigned emails" setting

Important Note: 
  1. Provider Portal users can control if the "Resource assigned emails" notification is enabled or disabled, but cannot make any other changes to the Profile
  2. To receive email notifications when your resource is referred, your account must use a valid and real email address too which you have access
  3. The email notification received when your resource is assigned includes limited details. The email will include the Contact Record Number to help you find the record in the Provider Portal list. Note if you cannot find the Contact Record in your Provider Portal is may have been reassigned by your iCarol Partner. Contact your iCarol Partner for details.

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