Messages from Care Navigators

Care navigators at employers and health plans use Care Connect to buy procedures for their members. Instead of calling, emailing or faxing your office, they can send messages to your staff in Tendo Marketplace. Your team reads and answers these messages under the Messages tab in Tendo Marketplace, where you can see each request, decide who handles it and reply.

Who Can See Messages

Staff with access to vouchers at a location also get access to that location's messages by default. With access, you can read and reply to messages from navigators, and you'll get an email when a new one arrives.

If you don't want to receive these messages, please ask your administrator to turn off your access, or contact Tendo Support.

To turn messaging on or off for a whole location, please contact Tendo Support.

Turning Staff Access On or Off

If you're an administrator who can manage users, you can turn access to messages on or off for each person at your location. Use the Manage Cases toggle on your Users tab, available once messaging is enabled for your location.

When you add a new staff member with access to vouchers, they automatically get access to messages too. If you give an existing staff member access to vouchers later, you'll need to turn on their access to messages separately.

Turning Access On

1. Click the Users tab.
2. Turn on the Manage Cases toggle next to the staff member.
3. Click Give access to confirm.

Turning Access Off

1. Click the Users tab.
2. Turn off the Manage Cases toggle next to the staff member.

The change takes effect right away. The staff member:

• No longer sees this location's messages.
• Stops getting emails about this location's messages.
• Keeps access at any of your other locations where it's turned on. Once they have no access at any location, their Messages tab will be hidden.

If the Toggle Is Locked

A locked toggle shows Contact Tendo Support. Usually this means the staff member needs access to vouchers before they can have access to messages. Please contact Tendo Support for help.

The Messages Tab

Click the Messages tab. A number on the tab shows how many messages you haven't read yet.

Each row is one conversation with a navigator about one patient, showing its Status, Subject, Patient, Procedure, Facility, Provider, Navigator (the navigator's company), Last Activity and who it is Assigned To. You can:

• Search by subject or patient name.
• Filter by Status.
• Check My messages to see only the conversations assigned to you.

Reading a Message

Open a row to read the conversation. The patient's name, date of birth and contact details appear at the top. The Message Details panel on the right shows the facility, providers and procedures involved, the message ID, when it was created, its status and who it is assigned to. Below it are the patient's vouchers and the files shared in the conversation.

One conversation can cover more than one procedure. If a navigator has a question about another procedure for the same patient at your facility, they can add it to the existing conversation. Message Details lists every procedure the conversation covers.

Claiming a Message

Claiming a message lets the rest of your team know who is handling it. Under Assigned To:

• Click Assign to me to take it on.
• Click + Add people to bring in teammates, select them, and click Assign.
• Click the × next to a name to remove that person.

Claiming a message does not change its status.

When No One Claims a Message

A message no one has claimed shows Unclaimed. It stays in your Messages tab, and anyone at the location with access to messages can still read and reply to it. Replying doesn't claim it for you.

Until someone claims it, everyone at the location with access to messages gets an email each time the navigator sends a new message. Once someone claims it, only the people assigned to it get those emails.

Replying and Sharing Files

Type your reply in the box at the bottom of the conversation and click Send. Pressing Enter also sends, and Shift+Enter starts a new line.

To share a file, use the Attachments panel on the right:

1. Click Upload, then Choose file.
2. Optionally, change the File name, add a Tag (such as Medical Record, Insurance or Imaging) and add a Description.
3. Click Upload.

You can upload one file at a time, up to 10 MB each, in these formats: PDF, JPG, PNG, DOCX, XLSX, CSV or TXT. The navigator can see every file in the conversation. Anyone who can see a file can also remove it, and a removed file can't be recovered.

Message Status

The status changes on its own. When you reply, the message moves to In Progress. When the navigator replies, it moves back to Response Needed. Only the navigator can resolve or reopen a message.

Email Notifications

When a navigator sends a message, you get an email if it's assigned to you. If no one is assigned yet, everyone at the location who can see messages gets the email.

To protect patient privacy, notification emails do not include the patient's name or the content of the message. Each email identifies the sender and includes a link to the message, which you can view after signing in to Tendo Marketplace.

Troubleshooting

• You don't see the Messages tab. You don't have access to messages at any of your locations, or messaging isn't enabled for your location yet. Please ask your administrator or contact Tendo Support.
• You can't reply to a message. It's resolved, and only the navigator can reopen it.
• A file won't upload. Check that it's one of the accepted formats and no larger than 10 MB.

For help with specific vouchers or other concerns, please contact Tendo Support at support@tendo.com or 844-256-7696, Monday–Friday from 7am to 5pm CT.