This page is designed to assist new Enterprise organizations working with the MedBridge Implementation team. Your organization may not receive dedicated Implementation support. For questions regarding Implementation offerings, please contact your MedBridge sales representative.
Congratulations on joining MedBridge! We're happy to have your organization working with us to improve patient lives.
Now that you've completed the purchase process, you're ready to start Implementing MedBridge and rolling it out to your staff. This article will help you answer some of the most frequently asked questions about the Implementation process.
Jump to the section you need:
- General Questions
- Roster Questions
- Admin Questions
- End User Questions
- Payment Questions
- Integration Questions
What does MedBridge do?
MedBridge provides an all inclusive education system for clinicians, while providing a patient engagement solution designed to engage patients within their exercise program.
How do I set up my organization?
To get your organization setup and ready to use MedBridge, you'll first need to login and activate your account. Check your email for a message from MedBridge inviting you to do so.
Once your account is created, you can start adding your staff members to your organization. You can view step-by-step instructions for setting up staff accounts in this Help Center article.
As you add users to your organization, they will automatically receive an activation email from MedBridge inviting them to setup their accounts. They'll also be automatically assigned product training Knowledge Tracks specific to the MedBridge tools they have access to.
Can I add users to my organization in bulk?
If you're working with an Implementation Project Manager, they can assist with uploading your initial user list. Download our roster spreadsheet, fill out the document, and then send it your dedicated Implementation Project Manager.
Note: Your organization may not receive Implementation support for roster uploads. For questions regarding Implementation offerings, please contact the Sales point of contact you worked with previously.
Should I create my user accounts with work or personal email addresses?
Generally, we recommend you set up user accounts with your staff’s work email address. This allows for more control over subscriptions when employment changes occur. This is also important if you’re using the MedBridge Home Exercise Program Builder, as patients will be able to respond directly to clinicians when they receive email updates about their program.
Note: this option can be disabled, contact your Implementation Project Manager if you’d like help adjusting this setting.
You are able to use personal email addresses rather than work email addresses if that is your preference.
What do I enter for ‘Discipline’ on the roster template? What is this used for?
Discipline refers to the clinician’s discipline, for example, physical therapist or nurse. Adding a user’s discipline to their MedBridge account helps users filter the Continuing Education course catalog. If a discipline is not listed on this page, we do not seek proactive accreditation for this discipline, and it is not included. If a user does not fit into one of our disciplines, please indicate “Other.” . If you have a staff member that falls into this category, they can independently ask their accrediting body to approve MedBridge courses for CEUs.
What do I enter for ‘Clinic’ on the roster template? What is a hierarchy? What is this used for?
Creating an effective hierarchy structure is key to getting the most out of MedBridge. Hierarchy allows for more granularity with reporting as well as more complex functionality for patient care collaboration and Knowledge Track assignment. Hierarchy can be built in any way that best suits your organization's needs. The primary terms used in the MedBridge hierarchy are Organization, Region and Clinic. Your organization can be divided into smaller cohorts by geographical site locations or by non-geographical groupings, such as: divisions, branches or departments.
In the below screenshot, you'll see the overall 'Organization' in red. The first layer beneath the Organization in teal are called 'Regions' in our system. Nested within each of those 'Regions' are 'Subregions' also in teal. The deepest layer called 'Clinics' are colored in yellow and this is where end users are housed.
A hierarchy is not required. To leave all users in 1 group, leave this column blank.
Tip: You can use Custom Fields and User Groups to create additional granularity in reporting and flexibility in Knowledge Track assignment. For more information on Custom Fields and User Groups, click here.
What do I enter for ‘Subscription Type’ on the roster template? What subscriptions did I buy?
Your purchased subscriptions can be viewed on MedBridge’s Org Management page under Subscription Breakdown. Note: you must be signed in to access this link
What do I enter for ‘User Role’ on the roster template? What is a User Role?
You can assign different roles to members of your organization to give them administrative permissions. This article describes what users with each role - Org Admin, Admin, Manager, or KT Admin - are able to do.
Can I resend activation emails? How do I do it from the admin end?
Yes! Follow the step-by-step instructions in this article.
What is a KT or Knowledge Track? How do I create one?
A Knowledge Track refers to a group of content that is assigned via the MedBridge Learning Management System (LMS). You can use Knowledge Tracks, or KTs, to create a playlist or curriculum of educational material to assign to your staff and track completions of that material. Knowledge Tracks can be created by anyone with an Admin or KT Admin User Role at your organization. To create a Knowledge Track, follow the step-by-step instructions in this article or watch this video to learn more.
Which courses do you recommend for our Knowledge Track?
If you’re looking for content to provide to your staff for onboarding, clinical upskilling, or leadership development, you can now find recommended MedBridge courses on a variety of topics in the MedBridge Help Center.
Course recommendations are organized by setting, so look for recommendations relevant to your organization under the Hospital, Private Practice, Home Health, and Long Term Care/Skilled Nursing Facility categories. We’re always adding new courses to these articles, so check back often for updates!
END USER QUESTIONS
Where is my course data from my personal account?
If you are an individual subscriber and you have more than one MedBridge subscription, we can merge the two accounts into one. Merging your accounts will carry over all courses in progress, completed courses, licenses, certificates, webinars and certificate programs.
To merge your accounts together, contact MedBridge Support. Please provide us with your previous email and your new email and we will be happy to take care of this for you!
Where are my HEPs from my personal account?
If you are a user with two separate accounts tied to the same email address, MedBridge cannot move HEP data from one account to another due to our updated security guidelines. To merge your Continuing Education data, please contact MedBridge Support. Please provide us with your previous email and your new email and we will be happy to take care of this for you!
Can I or an individual on my staff receive a refund?
Can my staff share patients?
Yes! By default, your staff is able to edit each other’s HEPs if they are within the same Clinic. If you are on HEP Lite, your staff can do so by pasting the applicable Access Code within the HEP Builder. If you are on HEP Standard, your staff can do so by filtering the Patients tab to see ‘All Clinicians’.
You can choose to open patient sharing across the entire organization or disable it entirely. Please contact your Implementation Project Manager for more information on adjusting this setting.
Can my staff share custom patient engagement content (exercises or patient education)?
Yes! Instructions for uploading custom HEP content can be found in this Help Center video. By default, your staff can choose to ‘Share’ the custom Exercise and Patient Education content from their account to be used across your organization. This content will be located for use in the HEP Builder and then within the My Practice Exercises or My Practice Education library, depending on the content type.
You can choose to limit HEP sharing capability to Admins only or you can disable it altogether. Staff will still be able to create and use their own custom content within their account. Please contact your Implementation Project Manager for more information on adjusting this setting.
Can my staff share HEP templates?
Yes! When creating an HEP template, you can choose to share this with other users within your organization. For more information, check out the Leveraging HEP Templates video.
How is payment collected?
MedBridge accepts the following forms of payment:
- Credit Card: Using the online NetSuite portal, credit card payments are easy! To be taken to our secure online payment portal, click the blue "pay invoice" button on the PDF you received from your Sales representative.
Check: For check payments, please address checks to our lockbox address below:
- MedBridge, Inc.
- P.O. Box 844697
- Boston, MA 02284-4697
- If your organization would like to pay via ACH/Wire Transfer, we are happy to provide ACH information upon request.
- While credit card payments are automatically applied to invoices, check and ACH payments may be subject to a 2-3 day processing period upon receipt of payment. For questions regarding payments, please contact our billing department.
How do I know when my payment has been received?
To determine whether payment has been received, please refer to your invoice. Once a payment is received and applied, invoices will show a $0 outstanding balance. If your invoice shows an outstanding balance, please confirm payment has been made.
While MedBridge does provide courtesy reminders for outstanding balances, it is the responsibility of the organization to ensure payment has been made. For questions regarding outstanding balances please contact our billing department.
How do I purchase more subscriptions or upgrade my current subscriptions?
During Implementation, you are welcome to contact the Sales point of contact you worked with prior to Implementation to purchase or upgrade subscriptions. Following the Implementation Handoff, you can Contact Admin Support.
Our team is available Monday - Friday 6:00am to 5:00pm PST, excluding holidays.
What types of integrations does MedBridge offer?
MedBridge offers a variety of integrations so you can connect your existing software to the MedBridge Platform. Types of integrations we offer include:
- Single Sign On (SSO)
- HR Sync
- EMR Integrations
- NetHealth Therapy
- Epic (via Redox)
- Cerner (via Redox)
How can I enable an integration for my organization?
If you’re interested in getting your organization’s EMR or other software integrated with MedBridge, please contact our sales team at firstname.lastname@example.org.
My SSO Isn’t working, what do I do?
Please contact your internal IT department for additional support. In the event that your IT team confirms that you have the correct access granted internally to access MedBridge, and you are still unable to connect; please contact the Customer Support team.
Our team is available Monday - Friday 6:00am to 5:00pm PST, excluding holidays.
Can I add users manually if I have my HR Sync?
Yes, but not in bulk. If you’d like to do this in bulk, reach out to your dedicated MedBridge representative.