The rtNOW app is the most important piece of technology we have. It is a proprietary app designed to allow both easy access from the iPad (for staff at facilities) and – just as important – easy access to video chat calls, scheduling, call routing, and assessment forms for rtNOW agents.
The link to the live rtNOW App web portal is: https://app.rtnow.net
Please bookmark that link for later use. Keep in mind this link is LIVE – you may get ACTUAL CALLS, so please do not use until you have completed training.
For the purposes of training, we also have a “testing server” where you can experiment with scheduling, take a test call from one of our leaders, etc. We also test future updates here first. The testing server IS NOT LIVE. It is for testing only – so please feel free to play around. You will not break anything, and no clients will call from real hospitals. This is also the server we will conduct a test call with you on after you complete this course.
The link to this testing server is: https://appdev.rtnow.net/
Please use the “testing server” link for the remainder of this course. After we conduct a test call, you will use the “live” app link. You should have been provided login information for both servers in your rtNOW email. Please make sure both are verified, but DO NOT confuse the two! Remember – “appdev” in the address means “training server”!
Please feel free to login to the training server now.
The app has 3 main components that you should become familiar with: The “schedule” page, “notifications” that appear only when necessary, and an “automatic assessment form” that appears automatically when a facility makes a call. (This should not be confused with the “Assessment” button at the top. More on that later…)
This section is probably where you will spend 99% of your time. Our schedule allows you to see vacancies, and schedule yourself into open time slots. It is broken into two sections:
- An overall “Schedule” which allows you to see who is on call at any point in time.
- A “Gap Schedule”, which allows you to see vacancies specific to your state licenses and allowed facilities we service. This gap schedule will take the mystery out of when you can personally sign up for shifts. If you see an open white space – it means no other person with a needed license that you have is filling that time period. While there are some general guidelines we communicate in terms of quantity of hours allowed (please ask for specifics), if you see a white gap, feel free to sign up!
The Automatic Assessment Form
If you have gotten to the point where you are receiving a video chat, (someone from a facility has clicked the “start call” button on the iPad and you have clicked the “answer call” alert) the screen will automatically change to an assessment form. This is handy, because the information about the facility is pre-populated, and you can go right to work conducting the call and filling out the assessment.
This assessment will need to be filled out in addition to their EMR, (assuming the facility has granted us direct EMR access). It sends a backup-fax to the facility, and allows us to de-identify personal health information (get rid of anything that can be connected to a patient) but keep important data about how many calls we make, general categories, states, etc.
At the end of filling out the assessment, hit the “send fax” button at the bottom.
What is this other “assessment” button at the top?
You may notice an “assessment” button on the top as well. This should only be used if you need to send an assessment to a facility, but for some reason the automatic assessment form didn’t pop up (there was not a video chat, you accidentally moved away from the automatic assessment form, etc). In short, don’t click here unless you have to. We will route you automatically to the proper assessment form if a video call comes in. It can be useful if you receive a call that doesn’t turn into a full video chat and need to send information to the facility, but that’s about it.
Please note that while you are looking at an assessment form you will not be able to take any other calls. As soon as you are done click “send fax” and then scroll to the top to clear all calls using the appropriate notification.
Notifications ONLY appear at the top of the screen, directly below the menu. They only appear when needed. They are thin, but occupy the entire width of a screen and can appear in a variety of colors.
Because of the location, it is very important that you are scrolled to the top of the screen when not actively doing a task (such as scheduling, filling an assessment, etc). As soon as you complete a call and fax the assessment, please return to the scheduling screen and scroll to the top. This is where you should be “parked” for your shift.
- If you have completed a call and see a “clear all calls” notification – please click it, and any other “clear call” notifications. You will NOT be able to receive another call until ALL of these notifications are clicked.
- If all agents were busy, a staff member at a facility has the option of entering some data in a “busy screen”. This will appear as a notification at the top as well. Click on it and you will get additional data if they chose to enter it.