| Question |
What is the fastest way to reach OrderFlow support? |
| Answer |
Email is the always the fastest and best way to reach the OrderFlow team during (and even outside of) normal business hours. Get in contact with us at contact@myorderflow.com. |
| Question |
Is there any software to install? |
| Answer |
No! OrderFlow is run for you as a service, in the cloud. All actions are performed automatically for you. If you'd like to see what your OrderFlow instance is up to, there is a web-based dashboard for you to use - but nothing to install or train your staff on. |
| Question |
How does OrderFlow actually receive our returned orders? |
| Answer |
Simple! Just add our secure e-mail as a recipient with your current fax provider. This will allow us to receive a copy of your incoming faxes for processing and uploading. Nothing changes for your staff - they will continue to get all incoming faxes, just like normal. |
| Question |
Can our agency keep its existing fax number? What if I have multiple fax numbers? |
| Answer |
Yes - since OrderFlow only requires a copy of your incoming faxes, your agency can keep its existing fax number. We also support multiple fax numbers, just add our secure email as a recipient for each number/provider. |
| Question |
Can our agency use its existing fax coversheet? |
| Answer |
Yes, we can use your existing coversheet! Or, if you want to start fresh, you can use one designed by OrderFlow with your agency logo and information on it. |
| Question |
What order types does OrderFlow support? What if I have a custom order type? |
| Answer |
OrderFlow can send and track any order, even custom types, as long as they are configured as "Treat as Order" in your EMR. |
| Question |
Can we configure OrderFlow to exclude a specific physician? |
| Answer |
Yes, specific physicians can be excluded from OrderFlow at any time. Just send us the doctor’s last name and fax number. |
| Question |
What if we handle a specific order type by hand, or want to exclude a certain type from OrderFlow? |
| Answer |
OrderFlow can exclude any order type, including custom types. Simply send us an email to add excluded types to your instance. |
| Question |
Is OrderFlow HIPAA compliant? |
| Answer |
Yes, OrderFlow meets or exceeds all HIPAA and HITECH requirements for securing ePHI. In fact, we do not store any patient information in our databases. All data is encrypted at rest or during transmission across networks, and our infrastructure is located inside the United States. |
| Question |
Does OrderFlow audit returned orders for signature and date correctness? |
| Answer |
No, it is still the agency's responsibility to ensure the correctness of their orders. This includes auditing for correct physician signature and date upon return. |
| Question |
How can we track and audit our orders? |
| Answer |
All orders processed by OrderFlow can be viewed live in our reporting & auditing dashboard at www.myorderflow.com/dashboard. Once logged in, you will see tables for sent, received, and failed to fax. |
| Question |
How do I fix orders that appear in ‘failed to fax’? |
| Answer |
OrderFlow automatically retries 3 times during each send cycle. If you observe fax failures more than two days in a row, simply update the physician fax number in your EMR, and OrderFlow will automatically start using that new, corrected number. |
| Question |
What does the ‘Order #’ link in the dashboard do? |
| Answer |
The direct ‘Order #’ link allows your agency to quickly access the specific order task details page within your EMR – no need to click through Patient Manager to get to the record anymore. Make sure you are already logged into your EMR, then just click the link, which will open in a new tab. |
| Question |
Do orders processed by OrderFlow (that are listed in the dashboard) still show up in my EMR? |
| Answer |
Yes, OrderFlow does not disrupt any order data in your EMR. All orders that are processed through our system will sync with your EMR, and update their completed/sent/received statuses in the EMR automatically. |
| Question |
What if I need to change or modify an order after OrderFlow has sent it? |
| Answer |
You can either create a new order entirely, or simply revert the status of that order to "Completed" in your EMR. OrderFlow will fax out a new order. |
| Question |
How often does OrderFlow fax orders? Can I restrict it to certain days of the week? |
| Answer |
OrderFlow faxes out orders daily – typically first thing in the morning. You can have us configure it to run on specific days only, as well. |
| Question |
How often does OrderFlow re-fax my orders? |
| Answer |
Re-faxing is done automatically based on the age of the order, with up to 5 configurable intervals. If an order reaches a certain age, it will fax out again. |
| Question |
Why does OrderFlow upload two attachments? Why is one of the attachments password-protected? |
| Answer |
Your returned order is uploaded as order_number.pdf – these are order-only pages recognized and sorted by OrderFlow. We also attach a copy of the original fax, which is password protected for HIPAA compliance. This is done so you can view handwritten notes returned on your coversheet, or any unrelated documents sent in the original fax. |
| Question |
Does OrderFlow follow up with physicians if they aren't signing orders, or failing to do so in a timely manner? |
| Answer |
No, it is still the agency's responsibility to follow up with any physicians that are refusing to sign orders. We do not take any patient-care related actions on the agency's behalf. |
