Messaging features streamlined in My UNC Chart effective Nov. 13

The My UNC Chart Patient Engagement Team has streamlined the messaging feature so that messages get to the appropriate Front Desk or Clinical Staff Pool.

Before this effort, pools for many clinics and providers were not correctly set up and messages were falling into an error pool – delaying response time to the patient. The majority of the messages that were routing to the error pool fell into one of two categories listed below:  

  1. Request Appointments: These messages should appear in the FRONT DESK POOL.
  2. Non-urgent Medical Questions: These messages should appear in the CLINICAL STAFF POOL (unless the provider prefers these messages come to the provider directly). 

Clinic Managers please make note of the following:

  • A clinical staff team member must be checked into the Clinical Staff Pool at all times. This is not optional.
  • A front desk team member must be checked into the Front Desk Pool at all times. This is not optional.
  • Clinic Managers are accountable for both Front Desk and Clinical Staff Pool of a clinic.
  • End users will no longer be able to remove themselves from pools.
  • Clinic Managers, need directions or guidance on managing pools? Please see this tip sheet.
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