Add a New Wellness Case
- Meagan Prost
Cloud Knowledge Base Home / Health and Wellness Programs / Add a New Wellness Case
Streamline the connection between client members and trained coaches, ensuring personalized support that empowers individuals to achieve their health and fitness goals efficiently and effectively.
In this guide, we’ll review:
Starting a new wellness case
The required fields and workflows may vary, given each group's uniqueness and the specific client information collected. Consider these instructions as a baseline, and adapt them to align with your teams' specific requirements and processes.
Important: Before moving forward, please search within the 'Client Files' Module to ensure no existing active cases for the member. You can begin the search by entering a partial name, whole telephone number, or other identifiable information.
If the client appears in the search results, jump ahead to Adding a new wellness case to an existing client file.
This step is crucial to avoid the duplication of records.
To add a new client, click the downward arrow next to the green New button in the top menu bar
Select Client File > Wellness Client File
Details Tab
Consider this tab as the client's profile, encompassing sections for inputting their contact information.
Input the member's information into the provided fields
Tip: In the address section, enter the zip code, and the city, state, or province will automatically populate, saving you time!
Click the Save button to save and continue working on the case
Wellness Case Tab
To effectively manage this new wellness request, utilize this tab and sub-tabs to document the requested services, obtain consent for surveys, input an intake note, and perform additional tasks.
Note: When this file is first created, you will notice it will say 'WEL - 0' at the top.
Select the appropriate organization for the member before pressing 'Save.' A valid organization selection is required to save the case successfully.
After successfully saving the file, a unique case number will be assigned to it.
Tip: When saving the case, check the “Survey Permission” checkbox if you have gained consent to invite the member to participate in surveys related to services.
Let’s review the sub-tabs that are available in a Wellness Client File:
Important: Please note that in your system, the tabs may be arranged in a specific order; some might have been renamed, and others could be combined to optimize scrolling space. Our system is designed to be customizable to fit seamlessly into your unique EAP workflow.
Use the 'Save' button regularly to preserve your progress throughout the case.
EAP Expert Term | Description | Functionality |
|---|---|---|
Names List | This sub-tab is designed to showcase one or more individuals included in the service request. Ensure that the 'Client Type' is specified for each individual listed. In this section, you may find company-specific questions that need to be completed, along with a space provided for adding an intake note. | Utilize the 'Add a New Person' button within this tab to include family members, a partner, and/or child(ren). |
Authorizations | This sub-tab assists EAPs working with external providers in efficiently creating and sending counseling service authorizations. | Click the green 'Add' button to create a new authorization, and then employ the available options to send it either through ProviderFiles (provider portal) or via email. |
Sessions/Activities | This section is designed to streamline administrative tasks related to a case, including tracking scheduled counseling sessions, documenting clinical notes, and managing other pertinent information. | Click the ‘Add’ button to add new case activities and/or counseling sessions provided to the client. |
File Attachment | This sub-tab serves as a centralized document hub for any crucial files collected during the case, ensuring easy accessibility and organization. | Initiate the document upload process by clicking the green 'Add' button. Additionally, you can review documents by clicking on the line item. |
Details | This section is useful for recording additional information, such as when the first appointment was offered and, if declined, the reason for the declination. | Utilize the fields and their drop-down menus when available, and use the open notes field to document important details. |
Related | This sub-tab provides the capability to associate this file with another file and/or organizational service (e.g., CISD, training, etc.), serving as a resource for case viewers. | Click the green 'Add' button to establish connections between this file and another, check if this file is linked to another, and/or if it is associated with an organizational service. |
Additional Info | This sub-tab provides the capability to include the collection of additional data, such as assessments. | Click the green 'Add' button to choose from a pre-designed question set, open it, input data, and save it within the case. |
Intake Notes | This section is designed for recording information about the original request, which can be referenced throughout the case. | Type your note in the open text box to document any important details related to the service request. If the member has a scheduled appointment, this information will be accessible through the Scheduler. |
Referrals | This sub-section enables you to input referrals offered to the client, including therapy groups, psychiatry, medical referrals, and more. | Click the green 'Add' button to include one or multiple referrals for the client. This feature is directly linked to providers in the Clinical Resources Module. |
Closing Details | This section is intended for documenting case closing details, encompassing recommendations and improvement ratings. | Entering this data enhances the functionality and improves reporting on outcomes for members participating in EAP counseling. |
Clinical Notes | This sub-tab is useful for keeping clinical notes separate from the sessions listed in the Sessions/Activities tab. | Click the 'Add' button to create a new clinical note. The note will be locked and stamped upon saving with the date, time, and EAP Expert Cloud username. |
Survey | Sent surveys associated with this case will be displayed as a historical log in this sub-tab. | Click on a line item to expand and review additional details. |
File Notes | This tab is designed to offer a dedicated space for clinicians to document their clinical notes, separate from the Sessions/Activities tab. | Utilize the green 'Add' button to insert a new clinical note. A historical listing of saved notes, complete with dates and timestamps, will be available in this section for comprehensive review. |
Submitting the Case
Submission methods for the case may vary based on your team and workflow.
Tip: Utilize specific case fields to enhance teams' file management, including:
File Status (transitioning between statuses such as Open > Waiting for Assignment > Closed)
Primary Counselor (assigning to an internal coach or provider)
After completing your work on the case, click Save and Close to exit the file, as only one person can edit and save within a case at a time in EAP Expert Cloud
Adding a new wellness case to an existing client file
EAP Expert Cloud is designed to accommodate multiple service requests from a member. You don't need to create a new file from scratch if the client already exists in the client file search.
Open the client file from the Client Files module
Tip: Verify the client's details to ensure consistency in their contact information.
From the top menu bar, click on the yellow file folder with the green plus sign to easily Add a new case to their existing file
Then, select the Wellness File
Complete the Wellness Case Tab
Click the Save and Close button when you are ready to exit the case
Managing the wellness case
After creating a new case, efficiently manage it by exploring these related sections:
Learn how to schedule coaching appointments within EAP Expert Cloud.
Review the process of adding an external provider to this case and sending the service authorization.
Explore the ways to manage a wellness case.
Enhance the reporting of case statuses by promptly closing out completed cases.
Case notifications and tasks
Stay organized and on top of your tasks with these additional features:
Setting Universal File Alerts
Adding or reviewing crucial updates to a counseling case.
Managing To-Dos: Tasks and Reminders
Utilize the to-do list feature to stay organized and ensure tasks are completed.
Troubleshooting Information
Here are some troubleshooting tips for creating a new case:
Check Client Details: If the client's information isn't populating correctly, double-check that you've entered the correct client details. Ensure accuracy in spelling and relevant information.
Verify Organization Selection: Select the appropriate organization for the client before saving a new case. A valid organization selection is necessary for successful case creation.
Review System Notifications: Monitor system notifications or error messages that might appear during the case creation process. These messages can provide valuable insights into what might be causing issues.
Ensure Required Fields are Complete: Before saving a new case, check that all mandatory fields are filled in. Incomplete information can hinder the case creation process.
If you experience delays or the system seems unresponsive, refresh the page by clicking on the EAP Expert logo. This simple action can often resolve temporary glitches.
