Operational Onboarding

Operational Onboarding

Welcome to Redox! We’re excited to work with you to make your integration a success.

Building your team

As you start onboarding with Redox, you’ll want to make sure that you have people in the following roles ready to help out. Sometimes multiple roles will be filled by the same person, but we’ll need someone with expertise in each of these areas.

  • Business Contact – This person will be Redox’s primary day-to-day contact for the business side of your application. They’ll track upcoming projects and make sure that your sales and marketing teams are ready to sell your integrated application. This will also be the person that we’ll check in with on the status of any active projects with your team. This person may be the primary project manager for your implementations or may work with a team of project managers who will work on your integrations.
  • Technical Contact – While you’re onboarding, the technical contact is who we’ll work with to determine your scope, discuss the development needs for you to get ready to use our API, and complete the process of coding up to the API. After onboarding, this person will be our primary contact for where your product is headed and they’ll talk to us about any challenges you’re facing as well as any new features you’re adding that would require updates to your scope.
  • Executive Sponsor/Champion – A key stakeholder who can also be an escalation point as needed but does not need to be involved with the project on a day-to-day basis. We’ll work with them (and the other roles) to define what success looks like for you in your relationship with Redox.

These three roles will be your main support team from the Redox side:

  • Account Executive (AE) – This is your main point of contact for all business matters like contract questions, renewals, expansions, and order forms for new connections.
  • Customer Success (CSM) – Our customer success team is your main point of contact when you have questions about onboarding, need help understanding how to get a project ready to kick off, or have general strategy questions about how to approach integration. Depending on the Redox platform that you purchased or where you are in your journey with Redox, you may have a specific CSM that you work with, or you might interact with our CSM team through our Help Desk portal.
  • Integration Manager (IM) – The main point of contact for each integration project. They will work with you and the HCO to plan the integration and set up the correct feeds, complete functional testing between Redox and the health system, and support you with configuration issues during end-to-end and user acceptance testing. The IM will be assigned when the project is ready to kick off and may or may not be the same person for all of the projects that you work on.

As needed we will bring in other teams at Redox to support you. 

  • Technical Onboarding team – Our technical onboarding team will work with you on your technical enablement to make sure your engineers are ready to code up to the Redox API, will run validation tests in the dashboard once you’ve completed connecting up to the Redox API, and may support additional questions you have about connecting to Redox.
  • Support – After your sites are live our support team will provide troubleshooting and monitoring for live customer issues.

Designing your Integration

At Redox, we like to think of integrated workflows in three steps:

  1. Enrollment – the moment that you become aware that there is work to do and the information you collect and store at that point. This could be an action that occurs in the EHR that you’ll get as a notification, or it would be an action that happens in your application, and you’ll query the EHR for the information you need to support it.
  2. Supplementation – the gathering of additional information to provide context about the patient. Sometimes this is past results or visits for the patient, but it could also be information about the provider, patient demographic/insurance details, or a full Clinical Summary.
  3. Writeback – what (if anything) needs to be sent back to the EHR when your workflow is completed? Is that information a summary report, or something more discrete?

When you have a question about how the integration should work, it’s also good to come back to these steps – at what point do you need any given piece of information? At what point do you need to have a patient already enrolled in order for your application to do the work that needs to be done?  When you work with the Redox team, they’ll help you think of these steps in relation to your workflow and design an integrated strategy.

Find out more about integration strategies for:

Pipeline Tracking

Your Redox CSM may provide you with a Pipeline Tracker Template as a tool to track your upcoming customers and pipeline. This tracker will be collaborative between you and Redox but ultimately owned by your team. The tracker ensures that the necessary steps and information are in place before you can kick off a project with a specific site. A Redox Integration Manager will be assigned to your project once all steps are completed. For ad-hoc projects, you can also let us know by submitting a Project Request Form.

Engaging HCOs

Once you’ve sold or are selling your solution to a healthcare organization (HCO) buyer, you’ll need to be ready to discuss the integration project.

There are several key points to cover with the HCO’s IT resources who will fund and execute the project:

  • Your integrated product: what it does, the workflow, and value proposition for your HCO customer
  • Data that power the workflow: conceptually, what is being sent to and from the EHR
  • What interfaces are required (HL7v2, EHR API, other) that will provide the necessary data at the right frequency and the right time in the workflow

Your Redox Integration Strategy Guide (ISG) is a customer-facing document summarizing the workflow and dataflow points above, intended for an HCO audience.

Additional items to discuss with your HCO customer at this time, if you haven’t already:

  • Which electronic health record (EHR) system is the HCO using?
  • How will the data be exchanged (HL7v2, EHR API, etc.)?
  • Are there any interfaces the HCO needs to purchase from their EHR vendor or set up prior to beginning the integration project, or will existing feeds be reused?
  • Discuss project timelines – when do you expect to get started, and what is the target go-live date?
  • Discuss resources: who at the HCO will manage and execute the integration project? Are those resources assigned and ready? Will the HCO’s EHR need to provide any resources as well?

Working with EHR Vendors

No two Electronic Health Record (EHR) instances are the same, even when they’re sold from the same vendor. This system variance can make it difficult to forecast integration projects accurately unless you understand the nuances of each system. Check out the Working with EHR Vendors guide to learn the basic differences among the most common EHR vendors, and explain how they can impact integrations and project timelines.

Talking About Redox

Redox is a full-service integration platform that supports bidirectional data exchange between health systems and technology vendors. At its core, Redox is a network of reusable nodes designed to help healthcare organizations adopt digital health solutions faster. Redox has integrated with over 750 health organizations and over 55 different EHRs. Take a look at the links below for more content to help you talk about Redox with your customers. 

  • Learn more about Security with Redox here.
  • Looking for a document to give your customers about integrating with Redox? Find that here
  • Wondering what kind of support your customers can expect? Click here to see details on our 24/7 support. 
  • Not sure if Redox has integrated with the EHR your customer uses? Check out this link for a list of all EHRs we have live integrations with. If the EHR you’re looking for isn’t on the list, we may still be able to support it. Reach out to your CSM to see what questions you should ask.
  • Is your customer wondering about the legality of exchanging data with Redox? Redox is covered as a subcontractor under the BAA we sign with our customers. This should be acceptable to most HCOs you work with; however, if a customer is adamant about having Redox sign a BAA with them directly, we can send it through legal review for signing.

Common Integration Risks 

As you get ready for your upcoming integration projects, we want to prepare you with some lessons we’ve learned over the years. With the proper preparation and mitigation strategies, these often can be accommodated in timeline planning, as long as the right expectations are set. Here is a link to a list of Common Project Risks and Mitigation Strategies that our Customer Success Manager (CSM) team has created to help you and your team navigate through your projects.

HCO Ready Checklist 

The HCO Ready Checklist is for your team to ensure you have completed onboarding and all of the necessary steps to be prepared for integrating with your first health system. Redox wants to position you for success and a smooth first implementation, that’s what this checklist is here for. If your team doesn’t feel confident completing this list, check out some of our other onboarding materials to help you prepare. 

  • Your product is ready and you are coded up the Redox API for your scope (see the Code Complete checklist in the technical onboarding guide)
  • Your team has a clear understanding of your integrated workflow and what a typical install will look like 
  • Your Sales and Marketing teams are prepared with the materials and resources they need to sell your integrated product 
  • Project Managers have created a kickoff deck that can be presented to health systems to outline the integrated workflow and implementation steps (Redox can provide a template) 
  • User Acceptance Testing scenarios have been identified and documented 

Once you’ve completed the HCO Ready steps, check out our Pre-KO Checklist to see what needs to be done before kicking off your first project!