1 centricity customer portal management 9/14/2015 centricity customer portal management learning the...

1 Centricity Customer Portal

Management04/19/23

Centricity Customer Portal Management

Learning the “Ws” of the Centricity Customer Portal and the big “H”


Management04/19/23

Centricity Customer Portal Management

This guide will cover the five “Ws” of the Centricity Customer Portal (CCP) and the big “H”

What – What is the Centricity Customer Portal?

Who – Who manages the CCP?

Why – Why are we using the CCP?

When – When will I start managing the CCP?

Where – Where do I find the CCP?

How – How do I manage the CCP?

What is the Centricity Customer Portal?


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What is the Centricity Customer Portal?

The Centricity Customer Portal, or CCP is the Learning Management System (LMS) that delivers CBT training to users.


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What does the CCP look like?The left navigation includes categories to view CBTs.View Courses

Required – CBTs that have been specifically assigned to your Knowledge Position, typically by the person in the manager role.Enrolled in – CBTs that you have clicked on the Enroll button from the Required, Catalog or Curricula sections.Catalog – Complete listing of all CBTs uploaded.Curricula – CBTs grouped into prebuilt roles.

Instant KnowledgeLibrary – Training materials for using the CCP and CBT surveys

Manuals/Companion Guides – Downloadable PDFs of product manuals. Also, a link to ordering hard copies.

Services section – This is content migrated from the Education Site and will be housed here going forward.


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What does the CCP look like?

This is a small sample of the CBTs listed on the Catalog page.


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What does the CCP look like?

This is an abbreviated example of CBTs organized into curricula.

Back to contents

Who manages the CCP?


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Each customer will appoint from their business a manager of the CCP. The person in the manager role will have specific administration privileges, such as assigning CBTs to groups of users and running reports.

Some customers may not need to create groups of users or assign CBTs. Once the staff has self-registered, the Curriculum section is the best place for staff to begin taking CBTs.

Who manages the CCP?

Back to contents

Why are we using the CCP?


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The CCP is a one-stop shop for all your education needs, including product information, on-site training information and registration, as well as giving the person designated as manager control over the users and CBTs to be assigned.

Why are we using the CCP?

Back to contents

When will I start managing the CCP?


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Once your practice has been entered into the CCP, if you are in the manager role, you will be notified that your staff can self-register, and you can assign CBTs to categories of users, if you want.

You will be notified by either a GE project manager or by the Education Team when your practice is in the CCP.

When will I start managing the CCP?

Back to contents

Where do I find the CCP?


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The url for the CCP is http://centricityportal.gen21.com/knav/nav.

A GE project manager or the Education Team will initially provide you with login credentials for your management role. You will also receive a Siebel Account number with instructions of how to use it when logging in.

Where do I find the CCP?

Back to contents

How do I manage the CCP?


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How do I manage the CCP?The first view of the CCP is the login page. Managers will login first with credentials provided by either a GE project manager or a member of the Education Team.

Once logged in, the manager can forward the CCP URL to staff members, along with a provided Siebel Account number, used to link your practice to the appropriate location within the CCP.

The functions a manager will be able to perform in the CCP are all wizard based.


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Upon logging in, you will be prompted to choose a Knowledge Position. The name of your practice will be displayed. In this example, the practice is Physicians Associates and the position of manager is the default.

Select Submit.


A Knowledge Position is a category of users in the CCP. A manager would be in the Knowledge Position Manager role, whereas a student would be in a Knowledge Position Student role.


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Once in the CCP, the Tools button is where the manager will go to access all wizards and reports.

The manager will be able to do the functions listed below in the CCP. You can jump to different sections by clicking on the hyperlinks below.


It is mandatory that you use this presentation in conjunction with making CCP changes until you are more familiar with some of the terminology.Self registrationTaking CBTsCreate your own username and passwordCreate custom Knowledge PositionsAssign users to Knowledge PositionsAssign CBTs to Knowledge PositionsRemove course assignmentsChange passwordPurchase CBT Subscription for upgrading organizationsRun reports

Self-registration

In this section you will learn how your staff will be added to the CCP. As the manager, you will login with credentials provided to you in a communication from the Education Team, or information from a project manager. Once you have logged in, forward the URL of the CCP to your staff, along with the Siebel Account number provided, and they can begin self-registering.

CCP URL: http://centricityportal.gen21.com/knav/nav


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From the Logon screen, choose Register as new user.

Self-registration


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Complete all the fields.

The Account Number field is where your staff adds the Siebel Account number provided to the person acting as manager. Enter this number to link your staff to the appropriate group of users for your practice.

If you did not receive your Siebel Account number, contact the Education Team at the end of this presentation.

When finished, click the Send information button to complete self-registration.

Self-registration


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It is important to note that users registering via the self-registration process are automatically placed into the Student-level Knowledge Position, created for your practice. You will learn more about Knowledge Positions shortly, but if you have any users that you want to be able to manage the CCP, after they have self-registered, they need to be added to the Manager Knowledge Position for your practice.

Remember, as manager you have different permissions than a student user; therefore, you must add them to the Manager Knowledge Position after they have self-registered to have those same permissions.

Self-registration

Back to Wizards contents

Taking CBTs

Your staff can begin taking CBTs right away by either going to the Curricula section to take CBTs grouped together by role, or as individual courses in the Catalog section.

In the Software & Upgrades section, you will find the PM and EMR CBT Library Guides

As the manager of your staff’s CBT usage, you have the option of creating custom groups (called Knowledge Positions) of users and assigning CBTs to those groups. Then, you can assign specific staff to those groups. You cannot, however assign CBTs to individual users.


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Be sure your pop up blockers are deactivated prior to accessing the CBTs, because they open in a new browser window.

There are several issues that can occur to prevent a CBT from performing properly. The most common ones follow:

•Your network has restrictions that may keep the CBT from opening in its own window. Solution: discuss with your IT administrator.

•The individual users have pop up blockers employed. The way you can tell that there is a pop up blocker being used is if the CBT never starts and you see a blank window.Solution: discuss with your IT administrator that you may have pop up blockers keeping your CBTs from opening in their own browser windows.

A CBT Troubleshooting Guide is included at the end of this presentation.

Taking CBTs


Creating your own username and password

There are a couple of ways you can add yourself to the CCP, but only one way will allow you to add your email address at the same time.

In this section you will learn how to create your own username and password, so that you do not have to use the Siebel Account Number as your username. Plus, you will be able to add your email address, which reminds those practices who have a 1-year or 3-month subscription that the expiration date is a month away.

Also, you will add yourself to the Manager Knowledge Position (KP), which allows you to perform managerial functions of the CCP.


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Go to the log in page of the CCP, but do not log in.

Instead, click on the Register as new user button, which is exactly what you would have your staff do if they were going to self-register.



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Complete all the fields.

The Account Number field is where you add the Siebel Account number. Enter this number to link yourself to your practice.

Be sure to include your email address.

When finished, click the Send information button to complete self-registration.


Keep in mind that the number in this example, 5412, is only for illustration purposes. Your organization will have a different number. Your number was provided with your managerial login credentials.


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The self-registration by default is going to put you in the Student KP for your practice. As you will learn later about Knowledge Positions, the Manager KP has the role of manager associated with it, so that anyone added to that KP inherits that role. Since you just self-registered into the Student KP, the next step is to assign you to the Manager Role.

Log out of the CCP, and then back in using your default managerial login credentials.

Once you have logged back in with your default managerial login credentials, jump to slide 38.


Create custom Knowledge Positions

In this section you will learn how to create custom Knowledge Positions in the CCP.

There may be employees in your practice who hold numerous roles. In cases such as this, you may want to create a custom Knowledge Position and assign CBTs to these custom roles.

Please note that the Education Team has created role-based curricula for many job functions, so you may not need to create custom Knowledge Positions. These role-based curricula are in the Curricula section.

Some examples:• CPSPM10 Billers• CPSPM10 EDI Reps• CPSEMR10 Clinical Support Staff• CPSEMR10 Providers


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Before creating your first custom Knowledge Position, it is important to understand the hierarchy of the CCP.


The person assigned to the Manager Knowledge Position has the ability to create Student Knowledge Positions and assign courses and users to those positions. For the most part, there is no need to create a Community.

A Community is a group of Knowledge Positions

Custom Student Knowledge Position

Physicians Associates Community

Manager Knowledge

Position

Student Knowledge

Position


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After selecting the Tools button, the Wizards window opens in a new browser window.

From the Wizards menu, find Create New Business Units and then Run Wizard.



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Select Next Step until this screen. Choose Yes.

For this example the practice name is Physicians Associates and we are going to create a Knowledge Position under the Physicians Associates Community.


The Student Knowledge Community for your practice will have already been created for you by the Education Team.


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Select Next Step until this screen. Choose Create a new Knowledge Position. There is typically no need to create a new Business Unit.



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Select Next Step until this screen. While there are many fields, the only one necessary is the Knowledge Position Name field. The naming convention you choose should include your practice, the student role and the specific group.

For example, for Physicians Associates, we want to create a group of students who will learn about front office duties. We use Physicians Associates Student Front Office as the Knowledge Position Name.


The Education Team has already created several curricula for specific functions, including the following:

• CPSPM10 Clinical Staff• CPSPM10 Insurance A/R Reps• CPSEMR10 Nurses / MAs

Your practice may not need to create new Knowledge Positions.

The maximum characters allowed in this field are 70, so if your practice has a long name, you may need to abbreviate a portion of it.


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Select Next Step until this screen. After confirming the details of the new Knowledge Position, select Next Step.



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Select Next Step until this screen. Choose No, I am finished if you have no more Knowledge Positions to add, or choose Yes to add another Knowledge Position.



Assign users to Knowledge Positions

In this section you will learn how to assign users to Knowledge Positions. Each user will be added to a Knowledge Position either prebuilt by the Education Team, or to a new one you create. If you have been designated as a CCP manager, you have already been added to the Manager Knowledge Position. You can assign users to either Student or Manager Knowledge Positions.


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From the Wizards menu, find Assign or Remove People from Knowledge Positions and then Run Wizard.


When you receive management access to the CCP, a manager Knowledge Position has already been created for you. You can add your users to any Student or Manager positions available. An example name of the Knowledge Position would be Physicians Associates Student.


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Select Next Step until you get to this screen. In the Knowledge Position Name field, enter a partial name to your practice, in this example physicians. Select Next Step to continue.



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There will be several Knowledge Positions listed. For this example, select a Knowledge Position with the name Student associated.


If you are assigning yourself to the Manager KP, then select that, instead of Student KP.


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Select Next Step until you are on this screen. Choose Assign to assign a user to this Knowledge Position.



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Select Next Step until you are on this screen. Enter the last name of the employee who you would like to assign. Remember, this user has already self-registered and is already in the system. If they have not self-registered, have them do so first.



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Select Next Step until you are on this screen. For this example there is only one Turner, so the choice is easy. However, there may be more than one Ted Turner in the Centricity Customer Portal, so be sure the Employee # matches the Siebel Account number for your practice. This unique number is what links your staff to your practice.



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Select Next Step until you are on this screen. Confirm the assignment and choose Yes. Make the assignment.



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Select Next Step until this screen. If there are no more users to assign, you will choose I’m finished. For this example we are going to remove Ted Turner, so we will select Assign or remove another user.


If you are assigning yourself to the Manager KP, then you are finished and can close the wizard. Log out and when you log back in with your own login credentials, you will see the Manager KP available to you.


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Just like before, in the Knowledge Position Name field, enter a partial name to your practice. As before, we’ll search physicians. Select Next Step to continue.



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As before, there will be several Knowledge Positions listed. Select Physicians Associates Student, because that is the Knowledge Position where Ted Turner is located.



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Select Next Step until this screen. This time select Remove.



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Select Next Step until this screen. Choose Ted Turner to remove him from this group.



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Select Next Step until this screen. Choose Yes; remove to confirm your selection.



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Select Next Step until this screen. When you are finished adding or removing users, choose I’m finished. Select Next Step until you are exited out of the wizard.



Assign CBTs to Knowledge Positions

In this section you will learn how to assign CBTs to a Student Knowledge Position.

A Knowledge Position is a group of users with specific permissions. If you have been designated as a CCP manager, you have already been added to the Manager Knowledge Position, which gives you the permissions necessary to manage the CCP.

It is important to note that you cannot assign CBTs to an individual, only to positions.


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From the Wizards menu, find Assign Courses to Business Units and then Run Wizard.


You are able to assign a course or CBT to a Knowledge Position, but not to an individual user. If there is only one user that needs to take their own CBT, they must be either assigned to an existing Knowledge Position, or a new Knowledge Position can be created.


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Select Next Step until this screen. Choose No because you are going to assign the CBTs to a specific Knowledge Position called Students.



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Select Next Step until this screen. In the Name of Business Unit or Position field, enter a partial name of your practice, or in this example physicians.


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Select Next Step until this screen. Choose Physicians Associates Student.


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Assign CBTs to Knowledge PositionsSelect Next Step until this screen. For this example we’ll search for the class about adding correspondence notes.

The listing for all available CBTs is in the Software & Upgrade training section of the CCP under the PM or EMR Library Guides.

Choosing a curriculum is a great way of assigning numerous CBTs at one time because each curriculum is a collection of CBTs based on role.


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Select Next Step until this screen. Choose Adding Correspondence Notes and Updating Visits – Try.


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Select Next Step until this screen. Since you are assigning this course, from the Required section choose Yes. If you choose No, the course will just be added to the Catalog section and the assigned user will never know it was assigned to them.


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Select Next Step until this screen. Leave the Suggested Frequency field as is with Take only once.


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Select Next Step until this screen. At this point you can either assign more courses to this Knowledge Position, or choose I’m finished.


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The next time the student logs in to the CCP, when they go to the Required section they will see the course we’ve just added to the Physicians Associates Student position.



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Each customer will have a generic Student Knowledge Position created by either a GE project manager or the Education Team. As a manager, you may determine that all your users can reside under the one Student Knowledge Position, so you will never need to create a custom Knowledge Position.

If no custom groups or assignments need to be created, your staff can immediately begin taking CBTs from the Catalog or Curriculum section immediately after self-registering.



Remove course assignments

In this section you will learn how to remove courses or CBTs from Student Knowledge Positions.


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From the Wizards menu, find Remove or Modify Course Assignments and then Run Wizard.

For this example we are going to remove Adding Correspondence Notes and Updating Visits from the Physicians Associates Student position.


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Select Next Step until this screen. Select No to remove a CBT from a Student Knowledge Position, which is under the Physicians Associates hierarchy.


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Select Next Step until this screen. In the Business Unit Name field type physicians to see all of the Knowledge Positions for Physicians Associates.


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Select Next Step until this screen. Choose the Knowledge Position that you want to remove the course from. This will affect all the users for this Knowledge Position. For this example, choose Physicians Associates Student.


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Select Next Step until this screen. Choose the course Adding Correspondence Notes and Updating Visits - Try and then Remove.

Modify is listed as an option, but there is not a function tied to this option. Always select Remove when using this wizard.

Also, you are able to remove any courses assigned to your Knowledge Position, but anything assigned to Independent Practices is at a level above your organization and cannot be removed. These courses will not show up in the Knowledge Position, but rather in the Catalog section.


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Select Next Step until this screen. Choose Yes to confirm removal of this course from the Physicians Associates Student position. Select Next Step to complete the course removal and exit the wizard.


Change password

In this section you will learn how to use the wizard to change your password. This is the same wizard that the Student Knowledge Positions use to change their passwords.


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If you are in the management role, you will be provided a username and password when you are introduced to the CCP. You may want to change that password by finding the Change Password wizard and then Run Wizard.

Change password


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Select Next Step until this screen. Enter your current password, then add your new password to the appropriate fields.

There are no requirements for how many or types of characters you may use when creating or changing your password.

Change password


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Select Next Step until this screen. Enter your Work Email.

If at this time you want to change the email address associated with your account, you may change it here.

Change password


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Select Next Step until this screen. This is a confirmation that the new password has been saved. Select Next Step until the wizard closes.

Change password


Purchase CBT library subscription

For new customers, you already purchased a subscription with your contract.

For upgrading customers, you can either purchase a CBT library subscription through your Account Manager, Upgrade Coordinator, or here on the CCP via PayPal.

Subscriptions can be 3-months or 12-months.

Subscriptions can be for PM only, EMR only or both libraries.


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From the Wizards menu, find CBT Subscription and then Run Wizard.


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Select Next Step until this screen. Complete all the form fields.


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Select Next Step until this screen. Select the desired length of subscription.


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Select Next Step until this screen. Select the desired CBT library.


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Select Next Step until this screen. Once you have confirmed the total cost, select Next Step.


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You will be redirected to PayPal where you can either log in with your existing credentials, or create a new user profile. Once you have completed your payment through PayPal, you will be returned to the CCP with a success message. Log out then back in to the CCP and your CBT library will be available.


Run reports

The CCP provides the manager with tools to run customizable reports for the following functions:


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Once in the CCP, the Tools button is where the manager will access all reports.

Click on each to go to that report.

Registrations by Business Unit

Business Unit Employees

Registrations by Course

Registrations by Student

Business Unit Information

CBT Subscription

Run reports


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Registrations by Business Unit report indicates what courses, users, and other categories are associated with the customer Business Unit.

For this example all the categories are associated with Physicians Associates.

From the Wizards menu, find Registrations by Business Unit and then View Report.

Run reports – Registrations by Business Unit


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The Report Wizard will help you to set up how the results will be displayed.



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Select Next Step until this screen.

Use the inside arrows to add or subtract fields to be displayed in the report.

From the Display Order section, choose a field then click either the Up or Down button to change the order of how that field will be displayed in the report.

The field at the top of the Display Order will appear on the top left of the report and the field at the bottom will appear at the top right of the report.



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Enter your search criteria and your desired sort.

By searching physicians in the Employee BU field, the report will list all categories associated with Physicians Associates.

Reports can be produced as an Excel document, or as a Webpage.



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The finished report displayed as a Webpage.


Back to Reports contents


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Business Unit Employees report indicates what users are assigned to specific Knowledge Positions.

From the Wizards menu, find Business Unit Employees and then View Report.

Run reports – Business Unit Employees


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The Report Wizard will help you to set up how your report will display results.



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To run the report on the users for Physicians Associates, enter physicians in the Name of Business Unit or Position.



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There are several Knowledge Positions created for Physicians Associates.

For this example, we will report on the users associated with the Physicians Associates Student Front Office position.



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For this example we want to search for Physicians Associates employee Byron Black. Enter black in the User Last Name field.



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Registrations by Course report indicates what students are assigned to each course, as well as if the course has been completed and other categories.

From the Wizards menu, find Registrations by Course and then View Report.

Run reports – Registrations by Course


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For this example we want to search for classes related to entering a new patient.

Type new patient into the Course Title field and select Next Step.



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The results show all courses related to new patient and the students registered to those courses.




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Registrations by Student report indicates the courses the specific student has enrolled in, course completion and date of completion.

From the Wizards menu, find Registrations by Student and then View Report.

Run reports – Registrations by Student


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For this example we want to search for classes assigned to student Byron Black

Type black in the User Last Name field and select Next Step.



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The results show all courses assigned to student Byron Black.




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Business Unit Information report indicates what Knowledge Positions have been created under your organization’s hierarchy.

From the Wizards menu, find Business Unit Information and then View Report.

Run reports – Business Unit Information


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For this example we want to leave all the form fields empty to see all of the Knowledge Positions associated with this organization.

Choose if you want the report as an Excel document or viewed as a Web page.

Select Next Step to continue.



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The results show all Knowledge Positions created for this organization.




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CBT Subscription report indicates what subscription your organization has to a CBT library and when the subscription expires.

From the Wizards menu, find CBT Subscription and then View Report.

Run reports – CBT Subscription


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Select to display the results as either a Webpage or an Excel document. For this example, we chose Webpage

Select Next Step.



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The results show the following:

•Start date

•Expiration date

•Duration

•CBT library

•Cost



Troubleshooting CBTsWhat you need to know

The Centricity Customer Portal (CCP)This Web site is available on any PC connected to the internet. The CBTs reside on a dedicated server.

The Centricity Customer Portal (CCP)This Web site is available on any PC connected to the internet. The CBTs reside on a dedicated server.

Your organizationTypically protected by a firewall and other security roadblocks.

Your browser

The CBT

CBTs coming from the CCP must pass through your network’s firewall and other security roadblocks.

CBTs make the trek from the CCP to your browser.

CBTs make the trek from the CCP to your browser.

There are several roadblocks between the CBTs and you.

The Centricity Customer Portal uses state of the art servers and the most current technology available to deliver content without interruption.

Accessing the CBTs from the Centricity Customer Portal, however, means that the content must pass through your network security measures before it gets to your computer. Depending on how stringent your organization’s security measures are, this can hamper the performance of the incoming CBTs.

Troubleshooting CBTsWhat you need to know

Network information•Access the CCP from a PC that is not connected to your office network, like at home, and try a CBT. If you have no trouble accessing the CCP and taking a CBT, then talk to your network or IT administrator about this.•Tell your network or IT administrator about the CBTs you are trying to access and provide the URL http://centricityportal.gen21.com/knav/nav.

CBT completions•When taking a curriculum, you may find that one of the individual CBTs within the curriculum will not reflect your completion. Typically, this is a result of the CBT not being allowed to play until the GE logo appears. To resolve, start the CBT again (it will pick up where it was left off) and allow the CBT to reach the GE logo at the end. Once there, the CBT is finished, and the CCP will receive the message that the CBT has been completed and update the status. If you have followed these instructions and the CBT is still not completing, contact us at [email protected], and provide your name, organization and name of curriculum and we will work with you to resolve the issue.

CCP performance•For the CCP, each organization is on a shared server, which is located in Denver, CO. Latency could be a factor during peak usage times during the middle of the day. If your organization is on the East coast, you may experience better performance taking CBTs earlier or later than during peak times. Because all organizations are on the same server, if there is a rare outage, all organizations are affected; therefore, most performance issues occur at the individual network level.

Information about browsers•Security settings – Talk to your network or IT administrator about changing your security settings to allow CBTs that come from the domain http://centricityportal.gen21.com/. •Testing on different browsers – If your network or IT administrator has made several security settings that may be preventing the CBTs from performing correctly, you may be able to download a different browser, such as Google Chrome or Mozilla Firefox. •Latest browser versions – Your browser should be no older than three years old. The current Internet Explorer version is 10.

Information about PC and system performance•Shut down all other applications if a CBT runs slow or drags•Take the CBT on a different PC to see if it improves performance•PCs should be no older than five years•The technology for the CBTs utilizes components of Adobe Flash. Make sure you are using the most recent version at http://www.adobe.com/software/flash/about/.


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You are now ready to use the CCP and manage how CBTs are assigned to groups of users and create reports.

It is important to note that CBTs do not have to be assigned to Knowledge Positions. At any point, a user added to the CCP can go to the Catalog, or Curricula sections of the CCP and find a CBT to take. The benefit of assigning CBTs is to group them by subject and create instances where CBTs are required by your practice.

Remember, the Education Team has created several role-based curricula that may be helpful for your practice.

If you have questions about using and managing the CCP , please contact GE’s Education Team at [email protected].

Congratulations!

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