Practitioner PORTAL

Overall:

• Addresses both "User Experience" AND "Efficiencies"

• The existing workflow is fragmented, manual, error-prone, and requires significant staff intervention. A centralized onboarding-specific area within Monarch with controlled access would address these issues.

  • It could also reduce Verification of Contract Work letter / Income Summary requests & provide the Px’s w/ transparency of what is on file for them (see their journey w/ TinyEYE). RE: the Verification of Contract Work letter...there is an existing IDEA submitted for that as well.

The current process creates several operational inefficiencies and user confusion:

Px Challenges

• Cannot access Monarch until onboarding is complete, leaving them reliant on the OB team to manually update them of their progress and next steps. No visual view of progress.

• Confusion around creating TinyEYE gmail accounts and where/how to send the information

  • ideally, we would love to eliminate the requirement of a new gmail address and incorporate Holly's submitted idea around an internal messaging system where Px can communicate with school contact through a messaging system.

• Multiple email updates cause misalignment between Monarch and Training systems.

Onboarding Team Challenges

• Manual document collection via email (Service Agreement, Direct Deposit, ID, insurance, etc.).

• Reliance on SharePoint for secure document storage creates fragmentation

• Incorrect or overwritten emails in Monarch disrupt tracking and system integrations

• No simple way to store cancellation letters or contract documentation for Px who leave the team

Billing & Training Challenges

• No automatic flow of onboarding documentation into Billing systems

  • We're not sure how important it is to have the name on the bank account for direct deposit to align w/ how they’ve been contracted (themselves vs via their private practice), it’s just all we've ever known. If that alignment is not important, then it would be nice to have the direct deposit info in Monarch be like in Humi where the Px not only enters it but can, at any time independently, update it rather than reaching out for a new direct deposit form which we then need submitted back to us & then pass along to Billing@.

• Former Px frequently request income verification or documentation because they cannot access their billing information after deactivation