EpicCare Link FAQs for Super Users

Logging In
Q. What department should a user log into?
A. In Link, users would log into 300001000.

Q. Where can I find more information on how to use Link?

A. Once you log in, you will find the User guide on the right hand side of your screen.

Q. How many log-in attempts do I get before my account is locked? Who do I call
to unlock my user account?
A. A user gets three attempts before the account is locked. To unlock your user account,
call the Providence Help Desk at 800-635-9295. You will be asked personal
identification questions for account verification.
Functionality
Q. Is EpicCare Link for viewing only or can you chart?
A. EpicCare Link is read-only with no charting capabilities. There is also limited ability to
place orders and referrals.

Q. What information will not be available via EpicCare Link? (i.e. compared to the
full Providence EpicCare record, a.k.a. Hyperspace)
A. Currently, users cannot see schedules, images (although the text report is available),
and EKGs in EpicCare Link.

Q. What happens when a doctor puts orders in through EpicCare Link? Where do
they go? Inpatient encounter?
A. IP orders and order sets are not available in EpicCare Link.

Q. Will end users see the group practice list or only their own?
A. Users see the clinic group list they are attached to. Users can pick or filter by specific
doctors to view their in basket and alerts.

Q. What if my clinic cant see ALL of a providers patients on our list OR the
provider cant see all of his/her patients on their list.
A. Patients will only populate if a trigger occurs that establishes a relationship in
Epic. Verify the patient is in the clinic group in Hyperspace
o Verify that the provider is in the clinic provider group
o Verify the user is in the clinic group
o The work-around would be to use First Access.

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 Q. Can I input records from my Clinics EMR system to Care Link?
A. No, records cannot be inputted into EpicCare Link because the system isview only..

Q. Can I print from EpicCare Link and scan the Link note to my Clinics EMR
system?
A. Yes, you can print notes from EpicCare Link.

Q. If a user pulls up a chart using First Access and doesnt have a provider from
that location associated to them as a PCP or on the care team,how long will
they have access to the chart or how long will it be left on their list of recent
patients or "my patients?"
A. A user will be able to see the record for three months without having to do another
search.

In Basket
Q. How do staff members know if there are results in a providers in basket? Is there any
way to get alerts without the provider granting them access to their in basket?
A. Yes, staff utilizing EpicCare Link will get result notifications in their in basket. The result
notification will also appear in event monitor on their home tab.

If the patient is a clinic patient, then the staff will get the notification when the result comes in.
However, if they have provider filters set, they will only get the notification for the providers
they are following.

Q. How do you filter and manage in basket items and you might want to follow up on
items people are seeing when they log in?

A. The user would need to set up their provider filter. Instructions on how to set your filter are
located on your Care Link home login page on the right side under Quick links.

Q. How are people attached to a provider in basket in Link?

A. Users are able to attach to an in basket once someone has granted access to that user.
Instructions on how to attach your in basket are located on your Care Link home login page
on the right side under Quick links.

Q. What happens to the messages when support staff (MA, Nurse, etc.) responds to a
message in a providers in basket that they are attached to?
A. The messages will file or be deleted as they would be if the user were in their own in basket.

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Q. If I mark a message as done in my providers in basket, will it go away in my in
basket?
A. No, if you mark a message in your own in-basket it will not remove the same message from
your providers in basket. If you are working in your providers in basket and mark a
message as done then it will go away in your providers in basket.

Q. Can I send a message regarding patients to a Providence user through my in basket?

Is it considered a secure message?
A. Yes, you can send a message through your in basket to other Providence users. You can
also attach a patient chart to the in basket. It is considered a secure message because you
are working inside the EpicCare platform.

Q. How do I know who sent a message to a provider in basket?

A. User messages (ie. CC chart, staff message) have a column header in some of the message
types called sent by that reflects who the message originated from. With system generated
messages, the sent by column will be blank (ie. results, ADT notifications based on events).

Q. How can you recover a message that has been deleted or tagged as done?
A. You can recover a message by utilizing the search button in your in basket. You have 60
days after it was initially deleted to recover a message before its purged from the system.

Provider
Q If my offices providers don't show up under my login, how can I add them?
(This is also helpful to know if the office hires a new provider.)
A. Contact Heidi Brown at (509) 474-5387 or via email at Heidi.Brown@Providence.org. Heidi
will submit a ticket to the Providence Epic Web Apps team and request to add them to the
clinic group.
Q Providers at specialties are not seeing their patient lists. How do I fix this?

A. If the attending provider is added after a patient admission, the system will not automatically
add the patient to clinics patient list. The clinic would need to use First Access.

Q What providers use EpicCare Link as opposed to Hyperspace?

A. A community provider that is not on medical staff at a Providence facility. A provider that is
not charting in the Providence record.

Q. The provider I support works in multiple clinics. Can I still see all of their patient
information to help support them?
A. Yes, your clinic will be set up as a Group practice. The provider and support staff will be able
to access patient records from each site.

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New Users or Users to be Deactivated
Q. I have a new employee starting in my clinic. How do I get him/her enrolled as a new
user in EpicCare Link?
A. Have your employee sign the EpicCare Link User agreement and contact Heidi Brown for
user activation submission.

Q. The Organizational Agreement with Providence states that I have to notify Providence
within 24 hours when an employee is terminated. Who do I contact when an employee
is terminated from my clinic?
A. Notify Heidi Brown with your terminated employee information. Heidi will then put in a
request to the Providence Identity and Access Team to deactivate the user.

Q. Who do I contact for help?

A. For EpicCare Link questions and support: Contact, Heidi Brown at (509) 474-5387 or
via email at Heidi.Brown@Providence.org.

A Few Helpful Reminders:

Password resets need to go to the Help Desk at 800-635-9295.

Users need to maintain their in basket or it will slow down the system. Set provider
settings to limit messages and notifications.

ROI users cannot search for patients. These users would need to contact Health
Information Management at toll-free 855-234-2491.

Images do not display at this time in EpicCare Link. There is a project underway to add
this functionality.

Link messages in your EpicCare Link in basket expire in 10 days.

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