clinic manager training - eziz

Clinic Manager TrainingJuly 2021

v 21.07.02 R13 Copyright © 2021 My Turn. All rights reserved. 1

Table of Contents

My Turn Registration Instructions

Clinic Manager Training Introduction

My Turn Onboarding Journey

Training Agenda

Training Norms

User Profiles - Access

Training Objectives

Clinic Manager Responsibilities

Clinic Naming Best Practices

Instructions for Creating a Test Clinic

Clinic Manager Support Resources

General Tips

Issue Management

Special Use Cases

Dose Type Options Chart

My Turn & myCAvax Integrated View

Clinic Manager Training Next Steps

Additional Practice Questions


While we wait, please log into My Turn

Clinic: https://mycavax.cdph.ca.gov/s/

• If you will be away from the system for an extended period of time, you should LOG OUT.

• Please do not use "forgot your password”— instead, contact a Clinic Manager.

Create a password 2

Take note of your username (format: YourEmail.myturn), password, and the URL for future reference

3Locate your email welcoming you to the Salesforce platform and select "Register."

1

Note: Make sure that you are logged in to My Turn, notmyCAvax.


https://mycavax.cdph.ca.gov/s/

• Keep this Kahoot session open throughout the training – we will be using it multiple times

• The Kahoot knowledge checks contain questions from the Clinic Manager assessment you

will take after today’s training, so it’s highly recommended that you follow along!

Enter code: 96459092 For Nickname, use: “Your initials – LHJ/provider name”3

Open a second tab on your browser and go to: kahoot.it1


Please log in to Kahoot!


My Turn Login – Clinic Manager View

If you don’t see this view, please contact your site lead.


My Turn Login – VA and VA Assistant View

Clinic Manager TrainingJuly 2021


Full Clinic Manager functionality with

continued My Turn support

“Intro to My Turn Onboarding”

“EHR Onboarding,” if applicable and

approved

“My Turn Onboarding Office Hours”

“My Turn User Training”

“My Turn Train-the-Trainer”

First clinic launched with the My Turn Clinic Operations team

“Clinic Manager Training”

“What’s New in My Turn” after each new

release

Join LaunchGet Ready Operationalize

Welcome Email

New User List and Clinic Scheduling Form

Submitted

Go-Live Confirmation

2

58

1 4 7

Communication Milestone Training SessionRequired Step Optional StepLegend

Readiness plans confirmed & myCAvaxdata check conducted

Go-ahead from Blue

Shield 3

4

Clinic Operations TeamOnboarding Team

0

LHJ / Provider Onboarding Journey

User, Clinic and Scheduling Setup

Confirmation Email

6

User Forums and Executive Engagement on solution and enhancements

Ongoing Support


9

10

11

Today’s Agenda


TRAINING STAGE APPROX LENGTH

1 Log in to My Turn Clinic 5 min

2 Agenda, Training Norms & Opening Poll 2.5 min

3 User Profiles & Objectives 2.5 min

4 Clinic Manager Checklist & Onboarding Journey Overview 2.5 min

5 Clinic Naming Best Practices & Participation Safeguards 2.5 min

6 Setup a Clinic 15 min

7 Vaccine Supply 5 min

8 Schedule Clinic Hours of Operation 5 min

9 Kahoot Learning Check 5 min

Break 5 min

10 Vaccine Inventory 5 min

11 User Management 10 min

12 Clinic Dashboard & Reports 5 min

13 SMS Notifications 5 min

14 Clinic Tags 5 min


16 Recap: Clinic Manager Resources & Readiness Checklist 5 min

17 Readiness Survey 5 min

18 Q&A Session 25 min

Total Training Time: 120 min

Training Norms


3P a r t i c i p a t e

F o l l o w a l o n g t o

s e t u p a c l i n i c .

O v e r a c h i e v e r s ,

p l e a s e d o n o t g o

a h e a d o f u s

.1A s k q u e s t i o n s

. 2 .B e p r e s e n t

A v o i d m u l t i t a s k i n g

p l e a s e

P i n g y o u r

q u e s t i o n s i n t h e

c h a t o r a s k d u r i n g

o u r c l o s i n g Q & A

Please fill out this quick poll!How comfortable do you feel using My Turn to fulfill your Clinic Manager responsibilities?

1 - Not at all Comfortable

2 – Slightly Comfortable

3 – Somewhat Comfortable

4 – Moderately Comfortable

5 – Very Comfortable


VA Assistant Vaccine Administrator (VA) Clinic Manager

View all Clinics (within the associated provider account(s))

✓ ✓ ✓

View all Clinic Appointments ✓ ✓ ✓

Check-in a Registered Patient ✓ ✓ ✓

Add a Walk-in Patient ✓ ✓ ✓

Edit Patient Details (screening questions, health insurance, etc.)

✓ ✓ ✓

Edit Vaccine Administration Data - ✓ ✓

Document Adverse Reactions ✓ ✓ ✓

Add/Cancel Appointments in Bulk ✓ ✓ ✓

View Clinic Dashboard and Reports - - ✓

Export Clinic Reports - - ✓

Create Clinics - - ✓

Edit Clinic Hours and Availability - - ✓

Add New Vaccine Supply - - ✓

Edit Existing Vaccine Supply - - ✓

Send SMS to Standby & Availability List - - ✓

User Management - - ✓

Add Clinic Tags - - ✓

12

After

Clinic

Manager

Training

User Profiles – Access

13

Objectives

After completing the Clinic Manager Training Session, Clinic

Managers will understand the following:

1 Clinic Creation

2 Clinic Operations

3 User Management

4 Ongoing Support & Resources


Category Responsibilities Ready?

Clinic Creation

Add a Clinic to an Account ❑

Add Vaccine Inventory to Account ❑

Add Vaccine Supply to a Clinic ❑

Edit/Delete Existing Vaccine Supply ❑

Clinic

Operations

Clinic Availability and Hours of Operation ❑

Clinic Dashboard ❑

Clinic Reports ❑

Send SMS Notifications ❑

Manage Clinic Tags for Display in My Turn Public ❑

User

Management

Add Users (Individually and via Bulk Upload) ❑

Edit User Contact Details ❑

Reset User Passwords ❑

Add Users to Multiple Providers ❑

Ongoing

Support and

Resources

Contact Clinic Operations Pod as needed ❑

Access My Turn Training Materials on EZIZ and YouTube (Materials are refreshed after every release) ❑

Register for My Turn Trainings on EZIZ if needed ❑

Access new release information (What’s New in My Turn Session and Release Notes) ❑

Clinic Manager Responsibilities

2 Options to Create a Clinic


Option 1:

Setup a ClinicIncludes:

• Adding a Clinic

• Adding Vaccine Supply

• Adding Vaccine Inventory

• Setting Clinic Schedule

Option 2:

Add a ClinicOnly creates a new Clinic. Does not:

• Add Vaccine Supply

• Add Vaccine Inventory

• Set up Clinic Schedule

You will have to do those things separately.

Clinic Naming Best Practices


Clinic naming recommendation

Naming Layout: Level 1 – 2 – 3 - 4

• Level 1: Clinic/Site Name

• Level 2: Location

• Level 3: Vaccine Brand

• Level 4 (Optional): Dose Type (Single or Both Dose)

• Clinics can specify “First Dose Only” or “Second Dose Only” in lieu of “Single Dose Clinic”

Ex: Mission Dolores – San Francisco – Pfizer – Single Dose

17

Note: It is important to follow the required format, since the Clinic Name is how your

clinic will appear to patients in My Turn. If

Levels 1-3 of the naming format are

omitted, patients may end up scheduling

appointments at the wrong clinic.

v 21.07.02 R13 Copyright © 2021 My Turn. All rights reserved.

Best practices for clinic namingUse short, clear, easy-to-interpret language:

• Keep in mind multi-lingual audiences and translators

• Include recognizable key words (San Francisco, XX Arena/Center/Stadium/Site)

Eliminate acronyms, abbreviations and jargon whenever possible:

• Avoid SF, LA, CSUN, HHSA, HHS, LHD, CAL OES/CalOES, etc.

• Avoid PODs, Mega POD, MPOD, etc.

Use a dash with spaces to delineate between levels:

• Clinic/Site name – Location – Vaccine Brand – Dose Type (Optional)

Include available vaccine brand

• Separate clinics will need to be created if your clinic offers multiple brands of vaccine

Include and spell out dose information consistently:

• Use Single Dose, First Dose, Second Dose or Both Doses (versus 1st or 2nd)

*Note: Please ensure that each clinic has a unique name. Do not have duplicate names across multiple clinics.

18v 21.07.02 R13 Copyright © 2021 My Turn. All rights reserved.

Creating a test clinic in My Turn

These safeguards ensure your test clinic does not go live for scheduling:

1. Use clinic name “Test Clinic – (DO NOT USE) – Vaccine Brand – Dose Type (Optional)”

2. Hide from public scheduling (Step 2) when setting up a clinic (Exclude from Search)

3. Set “Vaccine Inventory” (Step 3) Total Doses to zero and DO NOT make available

4. Set “Stock Capacity/Vaccine Supply” (Step 3) Current Stock to zero

5. DO NOT add Users

We will remind you of these details during the demonstration

Therefore, please DO NOT go ahead of us!


Clinic ManagersDemo – Walkthrough Video Part 1


https://www.youtube.com/watch?v=NNFX5kyFTf8

• Keep this Kahoot session open throughout the training – we will be using it multiple times

• The Kahoot knowledge checks contain questions from the Clinic Manager assessment you

will take after today’s training, so it’s highly recommended that you follow along!

Enter code: 96459092 For Nickname, use: “Your initials – LHJ/provider name”3

Open a second tab on your browser and go to: kahoot.it1


Please log in to Kahoot!

Today’s Agenda












Break 5 min











Clinic ManagersDemo – Walkthrough Video Part 2


https://www.youtube.com/watch?v=dDXTcFPZOK4

Clinic Manager TrainingRecap, Readiness Survey, and Q+A


Today’s Agenda












Break 5 min











Clinic Manager Support Resources

27

PDF Quick Sheets

User-specific contentBite size videos by

user/role

EZIZ.ORG/Covid/MyTurn

Presentation and Resources: Walkthrough of Clinic Manager capabilities, including special use cases and troubleshooting advice

Videos: Recordings of Public & Clinic capabilities, process steps, and tasks by user/role type.

Quick Sheets: Quick reference cards for users detailing key steps and associated system thumbnails.

Trainings: Live training registration and pre-recorded sessions

COVID Call Center (833-502-1245): For vaccine program information. Hours: Mon-Fri, 8AM-8PM

PDF Walkthrough

v 21.07.02 R13 Copyright © 2021 My Turn. All rights reserved.

General Tips

1Prevent staff from getting locked out of their accounts by reminding them to

save their Username and Password Information and bookmark the URL:https://mycavax.cdph.ca.gov/s/

2Bookmark the Eziz and YouTube URLs:

https://eziz.org/covid/myturn/

https://www.youtube.com/playlist?list=PLZqpl41f-8c9nIjyV-cElYT_1hyeHH1ft

3 Use Chrome Browser. Clear cache before launching My Turn.

4When stepping away from your device, don’t forget to logout. When logging back in, use the URL you bookmarked. Do not try logging in from the email you received because you will get locked out of your account.


https://mycavax.cdph.ca.gov/s/




My Turn Clinic Operations Pod

Request type:

• Questions around new clinic

setup/updates and clinic

schedule updates (using clinic

scheduling form)

• Questions around initial User

Creation of User lists

• Client-specific use case questions

surrounding system limitations,

clinic setup, etc.

• Troubleshooting not done by Help

Desk or Command Center

• Appointments unreleased

• Schedule irregularities

• User-related visibility issues

(unable to see

clinics/inventory)

My Turn Clinic Help Desk

Request type:

• Account creation/modification

• User login issues (password issues,

lockouts, training completion

blockers)

• System issues (T2/T3)

Contact:

• Phone: 1-415-621-9494

• Email:

[email protected]

Hours:

• M-F 7 AM-7 PM PST

• Sat-Sun 8 AM-1 PM PST*Note: Clinic Managers can also reset user

passwords, create users, and modify certain

user details. Escalate these issues to Help Desk if

you are unable to use the CM functions.

My Turn Command Center

Request type:

Urgent issues that require immediate

fixes such as:

• System outage errors

• Inability to schedule appointments

Contact:

• Please reach out to your Clinic

Operations Pod if you need to

access the Command Center line

Hours:

• M-F 7:30 AM-5:30 PM PST

• Sat 7:30 AM-3:30 PM PST

*Note: Please contact your Clinic Operations

Pod before escalating to the Command Center

– they are available for go-live support and

urgent escalations.

Issue Management

Special Use CasesTable of Contents

5 How do I set up a walk-in only clinic?

1 My clinic is open for patients to schedule both 1st and 2nd dose appointments.

2 My clinic is only open for patients to schedule 1st dose (single dose) appointments.

3 My clinic offers multiple types of vaccines (e.g., Pfizer and Moderna)

4 How can I delete a duplicate vaccine inventory entry?

6 How does a mobile clinic change its address?


Special Use Case

1

Create a clinic and indicate that it is a “Both Dose” clinic in the title.

(Clinic title format: Provider – Clinic Location – Vaccine Brand – Both

Dose)

2

For Vaccine Supply, enter the corresponding “Vaccine” code for a 2 Dose clinic and add supply for both 1st and 2nd doses separately (If you

are using the Setup a Clinic function, indicate that your clinic will offer 2

doses; 1st and 2nd doses will pre-populate to the same stock count)

Case: My clinic is open for patients to schedule both

1st and 2nd dose appointments.

3

For Availability, ensure “End Date” is at least 3 or 4 weeks from the last day of appointments (i.e., For a Pfizer 2 dose clinic, if the first week the

clinic is open from M-W, end date must be 20-25 days from that

Wednesday; for a Moderna 2 dose end date should be 27-32 days).


Special Use Case

1

Create a clinic and indicate that it is a “First Dose Only” clinic in the title

(Clinic title format: Provider – Clinic Location – Vaccine Brand – First Dose

Only).

2

For Vaccine Supply, enter the corresponding “Vaccine” code for a 1 Dose clinic then only add one Vaccine Supply entry for the dose you

offer (if you are using the Setup a Clinic function, indicate that you will

offer 1 dose scheduling).

Case: My clinic is only open for patients to schedule

1st dose (single dose) appointments.

Note: In Vaccine Supply, “Dose Number” for a single dose clinic is

always “1”.


Special Use Case

Create a separate clinic for each vaccine type and indicate the brand

in the “Clinic Name” (i.e., Create a Moderna only clinic and a Pfizer only

clinic).

Fill out details for each clinic separately (i.e., Vaccine Supply,

Availability).

Note: You can use the “Clone Clinic and Availability” feature to copy the

Clinic Details and Availability of an existing clinic to a new clinic.

2

Case: My clinic offers multiple types of vaccines,

(e.g., Pfizer and Moderna).

1


1

2

3

Case: How can I delete a duplicate vaccine inventory

entry?Clinic managers cannot delete duplicate vaccine inventory entries; however, they can

hide the asset from being available for selection during the vaccination process.

Navigate to the Vaccine Inventory tab.

Search for and select the vaccine inventory you wish to hide.

Click the pencil icon beside the “Status” field to edit, set status to “-None-”.

4 Next, set “Total Doses” to zero.

5 Click “Save”.

Special Use Case


1 Create a clinic.

During clinic creation, “Exclude From Search” (Do not make available for

public scheduling).3

2 Push clinic “Available Date” past the clinic “End Date.”

5 For Availability, fill out the walk-in clinic’s hours of operation and set “Appointments per time window” to 0.

Note: Remember to fill out “Vaccine Inventory” and update “Lot” number

as needed.

Case: How do I set up a walk-in only clinic?

Special Use Case

When making a new walk-in appointment, select this clinic to tie the

appointments to.6

4 For Stock Capacity/Vaccine Supply, set “Current Stock” to 0.


Note: If clinic is not public facing, follow the setup steps for a walk-in only

clinic.

Case: How does a mobile clinic change its address?

Special Use Case

1If the clinic is not public facing, Clinic Managers can continuously change the address via the clinic details page.

3

If a mobile clinic returns to a previously used address, simply update the

start date/closing date for the existing clinic profile at that address. Since

public facing clinics prompt patients to schedule both doses at the same

site, mobile clinics must be at the same address for the second dose.

2

If the clinic is public facing (patients can book directly online) and the

mobile clinic relocates, Clinic Manager must open a new clinic at the

additional location. Any change of address requires a new clinic to be

made.


Dose Type Options


Clinic Availability

Name used in optional

4th level of naming

convention

Who can view and

book at this clinic

in My Turn?

Required settings in My Turn

Vaccine Supply

CodeOption 1:Setup a Clinic Flow

Option 2:Adding Vaccine Supply

Manually

Single Dose Clinic (appointments offered for

< 3 consecutive weeks)

Single Dose Clinic

Dose number not specified

Patients seeking first

or second dose

Select “First dose only”

under Appointment Scheduling in Step 2

Add vaccine supply for

Dose Number 1

Pfizer: VAX-0003

Moderna: VAX-0004Johnson & Johnson:

VAX-0005

First Dose OnlyFor clinics targeting Patients seeking first dose only appointments

Patients seeking first or second dose

Select “First dose only” under Appointment Scheduling in Step 2

Add vaccine supply for Dose Number 1

Pfizer: VAX-0003Moderna: VAX-0004

Second Dose OnlyFor clinics targeting Patients seeking second dose only appointments

Patients seeking second dose

Select “Second dose only” under Appointment Scheduling in Step 2

Add vaccine supply for Dose Number 1


Both Dose Clinic(appointments offered for

> 3 consecutive weeks)

Both DoseFor clinics giving Patients the option to

schedule both doses at the same time

Patients who have not yet been vaccinated, and are

seeking first andsecond dose

Select “Both Dose” under Appointment Scheduling in Step 2

Add vaccine supply for Dose Number 1 & Dose Number 2


My Turn and myCAvax Integrated View

Join LaunchGet Ready OperationalizeMy Turn Clinic Operations TeamMy Turn Onboarding Team

My Turn User Training(T, W, Th: 3 PM PT)

Clinic Manager Training(Th: 10 AM PT)

What’s New in My Turn(Bi-weekly on F: 4 PM PT)

Train-the-Trainer Session(M: 1 PM PT)

Enroll in myCAvax

My TurnmyCAvax

Onboarding & Training

Comms

Executive Engagement

Email: WelcomeEmail: Session Reminders and Follow-up post

onboarding sessionEmail: Clinic Go-Live, Command Center

Invitation, CM Training Reminder

EZIZ – Includes FAQs(Continuously Updated)

User Engagement

Weekly Wrap-Up (Providers)

End of Week Email (LHDs/MCEs)

101: System Overview(Weekly)

411: System Demo for New Functionality

(Weekly)

My Turn Release Notes

myCAvax Team

My Turn Core User Experience/Feedback Sessions(T: 4 PM PT)

myCAvax and My Turn Office Hours for LHJs(M: 12 PM PT)

My Turn + myCAvax

myCAvax Training (In-system)

My Turn Volunteer Live Demonstrations(Th, F: 2 PM PT)

Provider Office Hours(M: 9 AM PT)

Intro to My Turn Onboarding (M, W, F: 1 PM PT)

Required

EHR Onboarding(T, Th: 11 AM PT)

My Turn Onboarding Office Hours(T, Th: 1 PT)

Optional

FQHC Executive User Experience Sessions (TBC Monthly)

My Turn Learning Materials: EZIZ + YouTube(continuously updated)

LHJ Executive User Experience Sessions(TBC Monthly)

Ad Hoc Executive Briefings(As Needed)

My Turn Volunteer Office Hours(W: 8 AM PT)





Clinic Manager Training


Next Steps

Attend Clinic Manager Training

In Session 6/17

• Complete Operational Readiness Survey (ORS)

After Session 6/17

• Review follow up email

containing assessment Link

and training resources

• Complete CM Training

Assessment

6/18 – 6/23

• Retake CM assessment as needed (pass < 70%)

• If not done in session, Complete Operational Readiness Survey

Thursday 6/17 Friday 6/18 – Wednesday 6/23

Please fill out this quick survey!


Closing Q&A


Thank You!Questions?


Additional Practice Questions



In which “Setup a Clinic” step can you hide a clinic from public view? How can this be updated?

In which “Setup a Clinic” step can you hide a clinic from public view? How can this be updated?

• In Step 2: Clinic operations

• This can be updated by going into the clinic details page and updating the “Exclude from Search” checkbox


How do you setup a clinic that offers two brands of vaccine (e.g., Pfizer and Moderna)?

a. Create one clinic with both vaccine brands in the title

b. Create separate clinics for each

c. None of the Above


Where do you update lot numbers?

a. In the Vaccine Inventory Tab

b. In the Vaccine Supply Tab

c. None of the above



BONUS: Does vaccine inventory add inventory at the clinic level or the provider account level?

clinic manager training - eziz

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