Notification Policy

What is a Notification Policy?

A Notification Policy is a feature in Passport that triggers automatic, up to daily emails to providers being monitored in the system or to other users in Passport notifying them of missing credentials and upcoming expiring or expired credentials*.

*The notification email will always include missing credentials AND expiring/expired items. Missing credentials cannot be removed from the email. If an item is missing in the Passport, the recipient will receive a DAILY notification email regarding the missing credential until it is fulfilled.

Here is an example image of a caregiver notification email without customization by ProviderTrust:

Here is an example image of a customized facility-level manager notification email:

Who can get notification emails?

• Only providers in Passport or users of Passport can receive notification emails. Anyone wanting this notification email must either be a provider in the system or a current user. 
• Let's review the five different kinds of Notification Recipients highlighted below:
  
  
  
  
  • Caregiver: This will send the notification email directly to the provider as long as we have their email uploaded on their provider file or if it is manually added into their contact section (see image references below). When a caregiver is selected, the notification email will only display the individual provider's missing, expiring, or expired credential information. If a provider has a missing item, they will receive a daily notification email until they fulfill the missing item.
    
    
    
    
  • Caregiver's Unit Managers: This type of user only has access to certain units and does not have access to a whole facility. Even if they have access to every single individual unit within a facility, they are still considered a unit-level manager. When the unit manager is selected, the notification email will display the missing, expiring, or expired information of all providers within that unit(s).
    
    
  • Facility Level Managers: This type of user only has access to certain facilities and does not have "All Facility" Access. They can have access to multiple or even all facilities individually, but they will still be considered a facility-level manager if they are not assigned to "All Facilities". When the facility-level manager is selected, the notification email will display the missing, expiring, or expired credential information of all providers within that facility or facilities.
    
    
    Note: If a client is actively using a user file, even if they have access to every facility, the users will always be created as a facility-level user (with the exception of Hierarchy - Network level users created by file). View Keys will not create network-level users.
    
    
  • Network Level Managers: This type of user has All Facilities access in Passport. Their facilities are not listed out line by line like the facility-level managers above.
    
    Note: Passport supports adding Network Users via file when the organization is set up with Hierarchy Dash.  Once configured on Hierarchy Dash, a user who has Network Node access will be added as a Network User in Passport.

• Add Additional Recipients: You may also create a notification policy that goes to individual users by selecting this option.
  

Functionalities To Know:

• Notification Emails generate one email per facility. If the organization user has access to 100 facilities, they will receive 100 emails.
• Notification Emails will only be generated and delivered around 4:00 a.m. CST.
• Our "standard" policy has typically been
  • 60 days before expiration
  • 30 days before expiration
  • 15 days before expiration
  • 7 days before expiration
  • Day before expiration
  • Day of Expiration
  • Expired (daily)
• A user will receive this email on that exact number of days before expiration. Not all expiring credentials within days but on the 60th day before, on the 30th day before, etc. Clients may wish to add daily notifications within the last 7 days or opt to just be notified of an expiration up to 5 days after it expires, etc. 
• You can create multiple notification policies per organization and per facility. For example, you may create one policy for caregivers (employees), one for network level, one for facility, etc. 
• Email comes from noreply@providertrust.com - Despite appearing as it can be customized, there would need to be significant CS consideration before creating a new process for sending and receiving emails to support a custom need.  This is generally discouraged, but ultimately could be a coordinated decision with CS leadership. 
• Click here to compare the differences between a notification policy and a scheduled report.
  
  

  Best Practices: 

• Prior to a client going live with a notification policy, it's best practice to:
  • Ensure the message template has customized language which includes action items for the recipient. Whoever is receiving the notification email needs to know why they are receiving a notification email and what steps they need to take to resolve. See sample language in the example image at the beginning of this article.
  • It's requested that Client's give their internal team an adequate lead time about the notification emails and when they will begin receiving them from Passport. 
    

Why isn't my notification policy triggering emails?

• The caregivers' email address was not entered on the provider file or manually into their contact information

• The email address for the caregiver, unit manager, facility manager or network manager was entered incorrectly

• The client needs to whitelist our emails (Learning ProviderTrust: Email Addresses to Whitelist)