The "All Messages" view displays all of the Patient Channels that a user has access to across Artera Harmony Federal Edition (AHFE). Patient Channels are sorted by the time of the most recent activity in a Patient's Channel. Users can sort these Patient Channels by date (newest or oldest) and filter by status, "Open", "Closed", "Needs Action", or any combination thereof. 

To access the "All Messages" view: 

1. Select Inbox in the navigation bar.

2. By default, you will land on the "All Messages" view within the Inbox.

NOTE: The "All Messages" view displays Patient Channels, not patients. A patient only appears in this view if they have conversation history in AHFE or an appointment that has synced from your EMR into AHFE. If you searched for the patient and they exist in AHFE but have no conversation history, select the Open Channel button beneath their name. Then, choose the Practice and line to begin outreach.

Sorting and Filtering in the All Messages View

Sorting

The "All Messages" view defaults to "Open" and "Needs Action" Patient Channels. To view "Closed" Patient Channels or a custom combination of these statuses, use the dropdown menu located below the search bar.

By default, all views sort Patient Channels from newest to oldest activity, meaning the Patient Channels with the most recent activity display at the top of the list. To reverse the sorting order and view the oldest Patient Channels first, select the three-dot Actions menu beneath the search bar and choose "Oldest first." 

Filtering

Narrow the list of Patient Channels in this view using the search box and the filters panel. You can combine keyword searches with filters for a precise search. NOTE: Users can filter by any Resources available in the Practices they have access to. 

The search bar lets you find patients by their name, patient ID (MRN), phone number, date of birth (MM/DD/YYYY), or a combination of these items. 
NOTE: Keyword searches for Patient Channels automatically scan all statuses (Open, Closed, and Needs Action), bypassing any active status filters. Once the search is cleared, the "All Messages" view resets to the default "Open" and "Needs Action" statuses.

To access additional filter options, open the filters panel by selecting the button to the right of the search bar. Here, you can filter by Practice, line, Location, or Provider. Applied filters will display any Patient Channels ever associated with the filter(s). This includes patients with historical appointments scheduled with that Location or Provider, as well as those with future scheduled appointments.

Once filters are selected, choose Apply Filters. A “Filters applied” success message will appear and you will automatically return to the “All Messages” view, which will now display the list of Patient Channels that match your chosen criteria. 

It is very important to clear your filters when ready. To do this, select the filters panel, choose Clear All, then select Apply Filters.

Saved Views

Saved views offer a powerful way to quickly access your filtered lists of Patient Channels that you frequently use. Instead of reapplying the same filters repeatedly in the "All Messages" view, you can create and save a customized view, then reload it with a single click whenever needed. Click here to learn about how to create a saved view. 

Sending Communication from the All Messages View

Send one-off outreach to individual patients from the "All Messages" view. To do so, follow the steps below:

• Navigate to the "All Messages" view.

• Locate the Patient Channel you want to conduct outreach to by searching for a patient and applying the appropriate filters.

• Select the Patient Channel that you want to communicate with. 
  NOTE: Only one Patient Channel can be selected at a time. For bulk outreach options, see the "Bulk Actions in All Messages View" section below.

• Type your outreach in the communication box and leverage the appropriate Smart Phrase(s) to help personalize the outreach. This will be sent as a phone call to the patient. 

• When ready, click Send. 
  NOTE: The phone call will be made to the patient from the line displayed in the top-left corner of the Patient's Channel, beneath their name. To use a different line, select the drop-down menu and choose a different Practice & line combination. The options listed are Practice & line combinations that have been used to contact the patient before. To call a patient from a new line, select Open New Channel from this same drop-down menu.

Actions in All Messages View

Use Bulk Actions to take action on up to 1,000 Patient Channels at once. The Actions menu is available beneath the search bar in the “All Messages” view. It is a three-dot menu with two available actions: "Close/Open Channels" and "Bulk Message". This article will focus on the bulk action of closing or opening Patient Channels. Click here to learn about Bulk Messaging from the "All Messages" view.

Close/Open Channels

The "Close Channels" or “Open Channels” Bulk Action allows users to efficiently close or open up to 1,000 Patient Channels at once. This feature is particularly useful when there are many open Patient Channels that no longer require further action, or there are closed Patient Channels that need to be re-opened for patient outreach.

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To change Patient Channel statuses in bulk, follow the steps below:

1. Navigate to the "All Messages" view.

2. Select the three-dot Actions menu below the search bar and choose Close Channels.

3. Select the Patient Channels you want the bulk action to close or choose "Select all" to select up to 1,000 Patient Channels at once.

4. Select Close Channels or Open Channels. A green success message with the number of Patient Channels impacted will display.

To change the status of a single Patient Channel from "Open" to "Close", for example, select that Patient Channel from the "All Messages" view. Then, click the Open button located in the top-right corner of the Patient Channel and select Close. This will set the Patient Channel status to "close" and only affects the individual Patient Channel you are viewing.

Channel Statuses

Within the "All Messages" view, you can navigate between Patient Channels placed in AHFE's three different statuses, "Open", "Closed", and "Needs Action".