Reception Course New Arpil 30.indd

Introduction to theViva Referral SystemViva Referral SystemSetup Guidethe art of patient acquisition

2Getting StartedInstallation of the Card ReaderTe card reader is a Plug-and-Play device. Simply plug the card reader into an available USB port on your computer and it will install itself. Te card reader will be ready to go when the green light is on and solid, and installation may only take a few seconds. You may see a task bar pop-up with alerts of “New Hardware Detected”, “Installing New Hardware”, and fnally “Hardware is ready to use”. Don’t worry if you don’t see these alerts. Open Your Web BrowserTe Viva System does not require special software. Instead, it runs on your internet browser. It is suggested that you use Mozilla Firefox or Google Chrome to access the Dashboard. Internet Explorer is known to have programming errors with web-based applications like the Viva Dashboard.To Download Firefox, go to http://www.mozilla.orgTo Download Google Chrome, go to https://www.google.com/chromeYou may need to contact your IT professional to install new browsers on your computers.Getting Started

3Access the Demonstration DashboardFor the purposes of training, you will be using the Viva Demo site. Go to the Viva website (viva-cards.com) by typing it into the address bar of your web browser. In the upper right hand corner, there is a blue Sign in link. Click on this and you will be prompted to log in. Under the red “Login” button, there is a link which says “Go to demo site.” Click on this. You will see the same sign-in page, except it will now be for the demo site.Te username and password are case sensitive, so be aware of your Caps Lock or holding Shift while entering your information. Username: demo Password: demo123Once you have entered your username and password, click on the red “Login” button. Te main dashboard screen will then load, and the dashboard functions will be listed on the left hand side. To minimize the function descriptions, you can click on the icon. Clicking it again will expand them back out.If your screen resolution is too small and you cannot see the full dashboard, you can adjust your zoom by pressing CRTL- (minus key) to reduce the screen, or CTRL+ (plus key) to enlarge the screen.Getting Started

Card ProcessingAssigning CardsClick on Card Processing. Tis is where you will go to assign and redeem cards. Assigning cards is the frst step of distribution, and you have three diferent ways to assign a card: to a staf member, to a patient/customer, or to an external location/event.Assign to a Staf MemberTe frst assignment type is to assign the card to a staf member. Tis prepares the cards to be handed out by the ofce team to existing patients, friends and family, and others who they would like to refer to the ofce. It also allows you to track which persons or departments within the ofce are giving out cards and getting in the most patients.Card Processing

To Assign a card this way, you will select “Assign to a Staf Member” from the “Assign Type” drop down menu. Another feld will appear that says “Select Your Name”, and you will select your name from the drop down list. If your name is not on the list, click on the Add a name link and add your name to the staf list. It can then be selected from the list.Note: Te Staf Name does not have to be a person. If you want to assign cards to a department, such as “Front Ofce” or “Dental Hygienists” or “IT Department”, you can create that as a ‘staf name’ to assign cards to.Once you have selected a name, you’re ready to swipe (assign) your cards. Slide the card through the card reader with the magnetic stripe facing away from the green light on the card reader. Card ProcessingSlide the card through the card reader with the magnetic stripe facing away from the green light on the card reader.

On a successful read, the card’s unique ID code will appear in the Cards Ready to Assign area. You may swipe up to 25 cards time before saving. When you have fnished swiping the cards you wish to assign to that staf name into the dashboard, click the “Assign Cards” button to save the assignment. Tose cards are now ready for distribution.Assign to Patient/CustomerTe next assignment type is to a patient/customer. Tis is an extra, optional step that can be done if you wish to track which patients are referring new patients to your ofce. To assign a card to a specifc patient or customer, the card needs to be assigned to a staf member frst. Follow the steps above, and assign the card to a staf member. When that is completed, change your assignment type to “Assign to a Patient/Customer”.Using a card that has already been assigned to a staf member, swipe it Card Processing

through the card reader. Te [swipe your assigned cards] area will then fll in with the name of the staf member that the card was assigned to. When you have swiped all of the cards that you want to assign to this specifc patient or customer, type the customer’s frst name, last name, and reference number (optional). Click Assign Cards to save this assignment information to the cards.Assign to External Location or EventTe last assignment type is to an external location or event. Tis option would be used if for example you participated in a health fair, local farmer’s market or other venue outside the ofce where you could distribute cards and would like to track results. Tese cards do not need to be assigned to a staf member frst, but a staf name will need to be selected from the drop down menu. Ten, the location or event name will need to be selected. If the event or location is not on the list (i.e. it is a new event or location for your ofce), click the Add a place link to add a new campaign to the list (such as “Community Card Processing

Farmer’s Market” or “Brookside Elementary Health Fair”). Once the location is added you may select if from the drop down, then swipe your cards to assign them as above. If your Viva program includes mailers, these cards will be assigned specifcally as mailers, and do not need to be assigned by your ofce.Card Processing - Reassign CardsUnder certain circumstances you may wish to reassign cards. For example, you may have leftover cards that have been assigned to an event which is now done, or you may have a team member who has left your ofce, leaving cards that were assigned to them. If this occurs, you may reassign those cards to a diferent team member or to a diferent location/event. Simply choose the Reassign Cards tab, select whether you are reassigning to another team member or to an external location event, and then assign cards as above.Card Processing - Redeem CardsWhen a client comes in with a Viva referral card, you will Redeem their card. Redeeming the card allows you to track the metrics of your program to see how many patients are coming in. Slide the patient’s card through the card reader as before, with the magnetic stripe facing away from the green light. Tis will open a box that will allow you to fll in the information of the Redeeming Customer. First Name, Last Name, and Cell Phone Number are required felds. Te Card Processing

reference number is optional, as are any notes. Once the required felds are flled in, click on the Redeem Card and Save Info button to complete the card’s redemption.Note: A card cannot be reused after it has been redeemed. After redeeming a card, dispose of it as it is no longer valid for use in the Viva dashboard.Card Processing

Additional ToolsStatisticsTe statistics are a visual gauge of your Viva program. Tey show you, week by week or month by month, the progress of each aspect of your referral cards and their results.Additional Tools

ReportsTe Card History Report and Incoming Customer Report, are the primary databases of your card activity. Te Card History Report is the record of all internal card assignments, while the Customer History Report will be all the cards your ofce redeems and the customer information you collect. Tese reports are used to build your Statistics to give an accurate and visible measurement of your referral program’s success.Text ActivationsIf your ofce is using the Text to Activate feature of the Viva Referral Program, your cards will have a sticker on the back with a code to ‘activate’ the card. Tis is simply a “call to action” for the user, allowing the ofce to be more proactive in contacting new patients. A card does not need to be text activated to be redeemed.Click on Text Activations on the left hand column of Dashboard functions. Additional Tools

When a patient activates their card by sending a keyword to the correct shortcode (for example, Text SMILE to 77286 to activate your card), they will receive an automated response back letting them know that your ofce will contact them soon to schedule an appointment. Te phone number of the cell phone the message was sent from will appear on the Text Activations Report, so that your ofce can contact them and schedule an appointment.When the entry frst appears the Status will be red to let you know the client has not yet been contacted, but as your team makes the follow-up calls, they can click on the Edit link to add notes and change the status as appropriate.When the patient comes to redeem their card and the same cell phone number is entered in the Redeeming Customer Information, the status on the Text Activation Report will automatically update to green to indicate the patient has come in.Additional Tools

Manage NamesTis function will allow you to add, modify or delete names from your staf and location lists. Mailing ListsTis is the area where you will upload any mailing lists you are supplying to Viva for mailers. Tis is a secure upload, so that any information provided is safe and HIPAA compliant.Additional Tools

Job TrackingAs soon as your order is placed with Viva, you may use Job Tracking to follow it through the production line. After your order is completed, it will move into the Completed Jobs area, and a UPS tracking number assigned so that you can follow your order from the time it’s placed until it arrives at your location.Account SettingsHere is where you will go to change the email addresses for account and text activation alerts, change your password, and change or update any other profle information such as address, phone number, or website information.Additional Tools

Additional Tools

Dashboard FAQQ: How do I assign a card to a patient?A: To assign the card to a patient, you must assign the card to a staf member frst. Select “Assign to a staf member”, select your name, swipe the card, and then click Assign Cards. Ten, change the assignment type to “Assign to a patient/customer”, slide the card again, then input the patient’s name, and click Assign Cards again. It should then be saved with both the staf member’s name and that patient’s name on the card.Q: What if I don’t want to track which staf member is doing the distribution?A: Te card will still need to be assigned as a Staf Member referral frst, but you can create a “Staf Name” that is not a specifc person. “Ofce Staf”, “Front Ofce”, or a department like “Dental Hygienists” can be used in lieu of a specifc person’s name.Q: My card reader doesn’t seem to be working/I have a card that won’t read. What do I do?A: Tere are a number of things to check that may be causing the card not to read. Te frst and simplest is to try swiping the card the other direction. Te magnetic stripe still needs to face away from the green light on the card reader, but try running the card through the reader both directions. In some cases, cards will only read half the encoding one direction, but will read the full code going the other way.If that doesn’t solve the issue, check the card reader itself. Is it plugged in? Is the green light on and staying solid?You may need to give the card reader a ‘soft reset’ by unplugging the device and plugging it back in. Trying a diferent USB port may also be necessary. Occasionally, the computer itself will need a restart as well.Te last of the simple solutions that might catch up the Dashboard is a local script error on the page itself. Pressing CTRL+F5 to refresh the Redeem Card page can often clear this up. On rare occasions, the cache Dashboard FAQ

will need to be cleared from your browser history before accessing the Dashboard in order to assure that the most recent version of the Dashboard program is running on your computer.Q: I don’t know if my card reader is working. Te light is on, but nothing happens.A: To test the card reader, open up a text-based program (Word, Notepad, or a blank email) and swipe a card through the card reader. Tis does not need to be a Viva Referral Card. A credit card, grocery club card, and most state identifcation cards also have magnetic stripes.Te card reader emulates a keyboard, and interprets information of the magnetic stripe as being keystrokes. If a code types out when you swipe a card, the card reader is functioning. If nothing types out, no matter what kind of card you swipe, you may have a defective card reader.Q: I have a card that won’t read. Te card reader is operational. Now what?A: To test the card for encoding errors, you can swipe the card out as text using the instructions above. Viva Referral Cards are encoded with two sections of code, called ‘tracks’.A successful card read would look like the following: %VIVA557BF9A2REFCARD001722242?;1231=5656? or %CARETOSHARE^1474778?;374=619=2379?Every card code must begin with a %. Te frst track ends with the ?. Te second track begins with the ; and ends with the fnal ?.Te frst track is the card ID, the unique code on that card to identify it. Te second track is what identifes that card’s ofce and ofer.If the card comes up with only the frst track, try sliding the card through the card reader the opposite way. More often than not, the card will read just fne if swiped the other direction.Dashboard FAQ

For example:Right to left: %VIVA557BF9A2REFCARD001722242?Left to right: VIVA557BF9A2REFCARD001722242?;1231=5656?Te left to right swipe read both tracks, and will work with the Viva Dashboard.A “bad read” is characterized by the code typing out as %E? or a variation thereof. Te card may not have been slid through the reader evenly. Te following are examples of a bad swipe of an operational card.%E?;E?+E? ;E?+E?It is possible that the card does have an encoding error if the read is consistently %E, or a variation thereof.If the card does not type out any code, but will read other cards, then the card has not been encoded, and must be returned to Viva for re-encoding to be used.Q: All my text activations suddenly disappeared. A: By default, the Text Activation Report only shows the current month. If the month recently rolled-over, you’ll need to change your “View For” month to last month, and then click Generate Report.Q: How am I supposed to know who I’m calling from the text activations? Will it give me a name?A: Due to the limitations of caller ID, the Text Activation Report is not able to provide the name of the person who sent in the text activation, only their phone number. If your client software allows you to search by phone number, you might be able to see if they are a patient on record, but if they are a new patient, you will not know their name before you call. A good practice is to frst introduce your ofce, then the fact that they recently activated their card, followed by asking for their name.Dashboard FAQ

Dashboard FAQQ: I put in reference numbers and/or notes on my card redemptions, but I don’t see them on the Incoming Customer Report. Where are they?A: Due to space constrictions, the Incoming Customer report does not show the reference numbers or saved notes. To view this information, you will need to download the report to your computer by clicking on the download icon (top right of report). Tis will save your Incoming Customer report to your computer in Excel format. When you open this fle, it will have the reference number and note columns visible.Q: Can I reuse a card after I’ve redeemed it?A: No. Since each card has a unique ID code programmed onto its magnetic stripe, the card cannot be used again. If the card were to be used a second time, all further processing would overwrite the information about its initial distribution.Te cards can be recycled as a mixed plastic or thrown away after they have been redeemed, but they cannot be reused in the Viva Dashboard.

viva-cards.comA Viva Consultant is at your disposal if you need [email protected](888) 340-1840