As your organization grows and changes, you will likely need to add new Practices, Locations, and Phone Lines to your Artera Enterprise. These types of requests are completed by the Artera Support team and must be submitted through the Lines and Resources form. 

Line and Resource requests can take up to two weeks to complete, so please be sure to allocate enough time ahead of your go-live date to submit your request.

What can I request through Lines and Resources form?

Use the Lines and Resources form to:

1. Add a New Location

2. To move a Location to a different Artera Practice

3. Add a New Phone Line

4. Complete a Bulk Request (use this option when you have five or more of the above requests or need to add a new Practice).

5. Provide a Patient Load for a Campaign

6. Call-Forwarding Request

7. Request a Location to Practice Mappings Report

8. Block a Spam Caller/Texter

Tip: Use the Additional Details box to include any needs unique to your Artera account.

Adding a new Practice?

Begin by creating a new Practice in Artera, then submit a request to add a new Location. If you need to add 5 or more new Locations to the new Artera Practice, please submit a bulk request.

Add/Move a Location

When adding a new Location, you will also need to provide a Future Appointment Load file if the Location already has future booked appointments. Click here for full instructions. 

When you have added or moved a Location, you will need to review your Automations and Phone Lines to ensure that the system behaves appropriately. 

Add Phone Line

When requesting a new Phone Line, you can have Artera purchase a new number for you (at no additional cost), or text-enable a landline that you already own. Click here to learn more about adding new Phone Lines.

Once requested, you can add the Phone Line to the Practice and update the Staff User visibility before the text-enablement process is completed. 

After the text-enablement is complete, you will need to review your Automations and configure the Phone Line’s Associated Resources. 

Bulk Requests

If you need to add or move more than five Locations or Phone Lines, please use the Bulk Request option on the form. 

Linked within the Form is a Bulk Request Upload Template that will intake information on Locations and Phone Lines you need to be processed. Fill out the template and upload it to the Lines and Resources request form under the “Submit a bulk request” option in the drop-down menu.

Patient Lists for Campaigns

Linked within the Form is a Patient Load Template that you can use to provide patient details for patients not yet in your Artera environment. Fill out the template and upload it to the Lines and Resources request form under the “Provide a Patient Load for a Campaign” option in the drop-down menu.

Call-Forwarding Request

If Artera has purchased a text-enabled Line for your Practice and you would like for inbound calls to forward to a different phone number, you can request call-forwarding. NOTE: Purchased numbers that are not forwarded to another destination will drop any inbound calls. 

Location to Practice Mappings Report

If you would like to identify all the Locations mapped across your Artera Practices, you can request a Location to Practice Mappings report. This .csv report will include the following information:

• Artera Practice ID

• Artera Practice Name

• Location External ID (from your EMR)

• Location Name, as used by {eventLocationName} unless overwritten in Artera

• Alternate Name, as used by {eventAltLocName}

• Group Name, as used by {eventGroupName}

• Location Phone Number, as used by {eventLocationPhoneNumber}

• Location Address, as used by {eventLocationAddress}

This report does not include any other information regarding Providers, Events, or Automations in the Artera Practices. 

Block a Spam Caller/Texter

You can request to block a spam caller or texter by submitting a Case for Artera to block all messages from the incoming phone number. This can be applied to all or specific Phone Lines in your Artera Enterprise and can be lifted at any time with a new Support Case. 

Artera can only block incoming SMS for phone numbers that are owned by your organization. Artera is unable to block incoming spam calls for numbers that were text-enabled and are still owned by your organization and not purchased by Artera. If you would like to block incoming voice calls, you will need to request this with your telecom provider. 

Track Request Status

Use the Case Portal to track the status of your Lines and Resources Requests. 

1. First, ensure you are logged into the Resource Center. 

2. From any page, click on the Support link at the top of the page. 

3. Click on the See My Cases button.

4. Your Open Cases will display with a related Status.