The Homepage serves as a user’s command center, designed to boost staff efficiency and enhance the patient experience by utilizing your Artera data to identify opportunities for improvement. It offers key insights that helps users stay on top of unresolved messages, prioritize critical conversations, and optimize performance.

The Homepage features two views: the Staff User View and the Manager & Enterprise User View.

Staff User View

Upon logging into Artera, Staff Users are routed to the Homepage and will see three tiles: Open Channels by Practice, Unresolved Mentions by Practice, and Top Priority Conversations. 

Each tile updates in real-time to ensure users have the most current information. To filter the data displayed in these tiles, use the Practice drop-down menu to select the Practice you want to view information for. A user will only see the Practice(s) they have access to. By default, all Practices a user has access to are selected. 

NOTE: If a filter is applied, it will reset to “All Practices” when you exit the Homepage.

Open Channels by Practice Tile

This tile provides insights into which Practices have open Patient Channels. 

1. Total count of open Patient Channels across all Practices and lines the user has access to.
2. A breakdown of the open Patient Channels by Practice.
3. Use the arrows to navigate through Practices if you have access to more than five Practices with open Patient Channels.

Follow the steps below to review an open Patient Channel listed in this tile:

1. Identify which Practices have open Patient Channels.
2. Select the total count number displayed at the top of the tile. This will route you to the Practice you last accessed.
3. If the open Patient Channel(s) you are searching for are not in this Practice, use the Practice drop-down menu to select the correct Practice.

Unresolved Mentions by Practice Tile

This tile tracks unresolved direct and group Internal Mentions.

1. Total count of unresolved Internal Mentions across all Practices where the user has been mentioned, regardless of the chosen Practice filter.
2. A breakdown of unresolved Internal Mentions by Practice, which updates dynamically based on the filter selection.
3. If you are internally mentioned in more than five Practices, use the arrow to navigate through Practices.

Follow the steps below to review an unresolved Internal Mention listed in this tile:

1. Select the total count number at the top of the tile. This will route you to your "Open Mentions" view, where you can view all of your unresolved Internal Mentions across all Practices.
2. Select a Patient Channel to review the Internal Mention and determine which action to take to resolve the request. When an Internal Mention is resolved, it will move to the Recently Resolved view.
   

Temporary Access: If you do not normally have access to the Patient Channel that you have been tagged in, you will only be able to access the Patient Channel from your Open Mentions view. 

Top Priority Conversations Tile

This tile displays the Patient Channels that have been open the longest and are still awaiting a response from a user.

1. The Practice where the open Patient Channel is located.
2. The patient’s name.
3. The Patient Channel status.
4. The length of time that the Patient Channel has remained open.

Follow the steps below to review a top priority conversation:

1. Select a patient’s name in the tile. This will route you to the Patients Area, not directly to the Patient’s Channel.
   
2. In the Patient’s Area, locate and select a message associated with the Practice where the top priority conversation is listed. 
   Tip: Use the Practice drop-down filter to narrow your search results to a specific Practice.
   
3. This will route you to the Patient’s Channel, however, keep in mind that the top priority conversation may exist on a different line. In the Patient Channel, use the Channel Status indicator to help you determine if that Patient Channel is open on that line.
   
   
   • If the top priority conversation is on a different line, use the Patient Conversations drop-down menu, located in the top-right corner of the Patient Channel, to switch between lines and locate the correct Patient Channel.
     

Manager and Enterprise User View

Upon logging into Artera, Manager and Enterprise Users are routed to the Homepage and will see five tiles: Staff Response Time, Next Best Action, Open Channels by Practice, Unresolved Mentions by Practice, and Top Priority Conversations. 
NOTE: The last three tiles are the same ones that Staff Users have access to. Learn more about these tiles here.
To filter the data displayed in these tiles, use the Practice drop-down menu to select the Practice you want to view information for. A Manager User will only see the Practices they have access to and Enterprise Users will have unrestricted access to all Practices in the Enterprise. By default, all Practices a user has access to are selected. 
NOTE: If a filter is applied, it will reset to “All Practices” when you leave the Homepage.

Staff Response Time Tile

This tile updates nightly with new data and provides insights into users' average response time over the last 30 days. 
NOTE: This list displays up to seven users at a time and remains the same regardless of the Practice filter selected.

1. The name of the user.
2. The Practice associated with the user. 
3. The average response time for that user in that Practice.

Next Best Action Tile

This tile offers improvement suggestions based on recent messaging activity, highlighting actions for over-messaging and messages sent outside of TCPA hours. Each day, the Next Best Action tile displays up to 20 actions, with a maximum of 10 Over-Messaging actions and 10 Messaging Outside of TCPA Hours actions. These actions reset nightly, replacing the previous day’s data with fresh insights.

To filter the data displayed in this tile, use the Practice drop-down menu to select the Practice you want to view information for. 

The Over-Messaging action flags instances where a Practice or Marketplace vendor has sent five or more messages to a patient, helping you evaluate whether adjustments are necessary in your messaging strategy.

The Messaging Outside of TCPA Hours action identifies cases where more than one message is sent to a patient outside of TCPA hours, allowing you to assess if changes are needed to avoid sending messages to patients at inappropriate times.

Follow the steps below to review an Over-Messaging action:

1. Select View Patient located under the action. This will route you to the Patients Area.
   
2. Use the Patients Area filters to select the Practice that was indicated in the over-messaging action. In the example above, GetWELL Primary Care is the Practice that should be selected.
   
3. View the messages sent and determine if changes are needed in your team’s messaging strategy for the Practice or for that Marketplace vendor.

Follow the steps below to review a Messaging Outside of TCPA Hours action:

1. Select View Patient located under the action. This will route you to the Patients Area.
   
2. Use the Patients Area filters to select the Practice that was indicated in the TCPA Hours action. 
3. View the messages sent and determine if changes need to be made to prevent messages from being sent to patients outside of TCPA hours for that message type.

FAQs

Is Homepage available in our Artera demo environment?

Yes, Homepage is available in demo. NOTE: The Staff Response Time and Next Best Action tiles do not update in demo environments. This is because Artera Analytics, which is where these two tiles retrieve their data from, does not feed into demo environments.

Does the Open Channels by Practice tile include Pending Patient Channels?

No, only open Patient Channels are included in this tile.

How often are the tiles updated?

The Open Channels by Practice, Unresolved Mentions by Practice, and Top Priority Conversations tiles are updated in real-time. The Staff Response Time and Next Best Action tiles are updated nightly.

How many users does the Staff Response Time tile display?

This tile displays the top seven users’ response time. 

Does the Practice filter save after exiting the Homepage?

No, the Practice filter resets to “All Practices” when a user exits the Homepage.