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Frequently asked questions

Here are the answers to some frequently asked questions about the DMERX software.
  1. HOW LONG DOES AN EXAM TAKE?
    Most new to the DMERX system take up to 20 minutes to complete an exam. However, once familiar with the system, many are able to complete an exam in 7 to 10 minutes.
  2. HOW DO I KNOW IF I HAVE A PATIENT?
    If you have indicated that you are available, and a patient exam in requested for your State, you will be notified by email (notifications@dmerx.com) for each new patient that is assigned to you.
  3. DO I HAVE TO SCHEDULE A SPECIFIC TIME IN ADVANCE AND TAKE CARE OF ASSESSMENTS DURING THAT TIME?
    Not Necessarily. You have a window of 24-48 hrs within which to contact the patient and get the assessment done. An exception is if the patient requests a specific day and/or time to be called. In such cases, it will be noted on the patient info section of the exam.
  4. DO I HAVE TO SEND MY SCHEDULE TO PROVIDER SUPPORT EACH WEEK?
    Yes. An exception is if based on the availability requirements, you know are available each day or each weekday, etc. In such a case, just email Provider Support what your “Standing Schedule” will be. Then if there are any changes, email us the change.
  5. WHAT DO YOU DO IF THE PATIENT CHANGES THEIR MIND OR HANGS UP ON YOU?
    The Prescriber can ‘complete’ and close the assessment by indicating “the patient has declined the exam.” This creates a completed transaction with a documented record that the patient declined. This way it documents the encounter.
  6. HOW DO I USE THE CALL LOG BOX ON THE FIRST PAGE OF THE EXAM?
    The "Call Log" is primary (but not exclusively) used to document any contact made with the patient prior to the actual examination (i.e. no answer, left message, appointment reminder, patient returned my call and left voicemail, etc.). For a completed evaluation, the exam date and time is logged as you enter your information. All other encounters however should be well documented with your initials (i.e. 6/1/17 13:00 – Left message on answering machine. -S.M.).
  7. IF I CANNOT REACH THE PATIENT RIGHT AWAY, HOW LONG SHOULD I WAIT?
    For the purposes of payment positive contact with the patient is required. This includes them calling you back to tell you they are no longer interested. Therefore, it is best to leave a message, and wait for a call back. If there is no response in a couple days you may try calling again at a different time. In any case, making some sort of contact is the goal. Be sure to documents your attempts.
  8. IF I HAVE TO LEAVE A MESSAGE WHAT CALLBACK NUMBER SHOULD I LEAVE?
    The Webdoctors Plus phone number is 800-615-1707 and your unique 4-digit extension.
  9. IF A PATIENT RETURNS MY CALL AND THEY LEAVE A MESSAGE, HOW DO I RETRIEVE IT?
    Any voice message left on your assigned extension will be emailed as an attachment to you using the email we have on file.
  10. CAN I RECORD AN AUDIO OF THE TELEHEALTH EXAM?
    You may record calls made through the “softphone” app Zoiper (details are on the Provider Resource Portal). In addition, calls made through the app may be recorded by Webdoctors Plus, for quality assurance and training purposes. These recordings are accessible to our system administrators only. It is a good practice to announce this (i.e. “…hello, Mrs. Smith, I’m calling from Webdoctors Plus for your telehealth orthotic exam. Before I begin, please note that this call may be recorded or monitored for training and quality assurance. May I also confirm your….”)
  11. DO I HAVE TO USE THE "ZOIPER" APP TO MAKE OUTGOING PHONE CALLS?
    Zoiper is a HIPPA Compliant phone software that is linked to our phone system. However, if you prefer, you may dial from your home or mobile phone and enter the prefix *69 to keep your callback number private.
  12. HOW DO I FIND MY 4-DIGIT EXTENSION?
    Login to our PBX phone system hosted by FreedomVoice, using the "WebLink" credentials sent to your email. Once logged in, your 4-digit extension will be on the upper right side of the screen. If you need assistance you may contact us at providersupport@webdoctorsplus.com.
  13. If a patient does not pick up and a message is left, how is this documented? What is the next process?
    As is the case with an office visit, the Provider and Webdoctors Plus is paid only when contact is made with the patient. This is true even if they change their mind and decline the exam. Please note is very important to document each attempt to reach the patient in the "Call Log" or "Clinician Notes" box on the first screen of the patient file. Otherwise to all the Scheduling supervisors, it appears that no efforts are being made. After three or four attempts that are well-documented as outlined above you should email provider support the patient ID number and the difficulty that you are having. The scheduling supervisor will assess the situation and give you further direction.
  14. What are the next steps if a patient does not call back or refuses the consult?
    Only mark that they declined if they actually do decline the exam for whatever the reason. After 3 or 4 documented attempts, call us or email us the patient ID and we will give you direction on a case by case basis.
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