Online Help

Use this section to customize emails, like the patient portal invitation/ reset email, notification about a new secure message, etc., sent to patients out of Cerbo. As well as turning on/ off or configuring the intra-office chat feature.

Note that appointment notification/ reminder emails (and the appointment reminder SMS message) are customized outside of System Settings - in Admin > Manage > Schedule Types. See Appointment Notification and Reminder Emails and Text.

General

Custom "reply-to" email address

Emails sent from the system come from a "[email protected]" (or @md-hq.com) email address. The default reply-to email address will be the primary clinic email address, unless otherwise specified here.

Who should be the "sender" for emails from the system
By default, the sender that patients will see in their email account is the clinic name. You can adjust that manually using this setting.

Email footer

You can toggle whether or not emails should include in the footer:

• The clinic address
• A link to the clinic Facebook, X (Twitter), and/ or Instagram page

Intra-Office Chat

Use the settings here to turn intra-office chat on/ off, and set the number of chat messages to load at one time. For more about this functionality, see Chat, Conversations, and Sharing Objects.

Patient Portal Invitation/ Password Reset Email

The Patient Portal invitation/ password reset email is an email with a link to set up a new username (if that's not already set for the patient) and password. It is used both to invite new patients to set up their Patient Portal login for the first time, and to help patients reset their Patient Portal password.

You can send the patient portal invitation/ password reset email:

• When initially adding the patient to the EHR. If the applicable box is checked in the Add New Patient window, that triggers an patient portal invitation email to be sent to the patient as soon as they are added.
• From the Patient Portal tab in the Patient Information pop out window in an existing patient's chart.

Use this settings section to customize the subject, body, and expiration period for the patient portal invitation/ password reset email. Note:

• You MUST include the reset link within the body of the email. Otherwise the recipient will not be able to set up their patient portal login or reset their password. If you remove that link and want to re-add it, you can hyperlink any text within the body of your email, and click on the link icon to add a link. The URL for that link should be {{reset-link}}. 
• You can use {{first-name}} in the body of the email to insert the patient's first name.

Invitation/reset link should expire after how many days? 

When you send an email to invite a to set up their username and password, or to set a new password, that email link is only valid for a limited period of time. This is for security reasons, as the link give the recipient access to the patient's protected health information). You can specify the length of time the link is valid (up to 30 days maximum).

Patient Document Emails

When you notify the patient via secure message about a document in their patient portal, that triggers a generic notification email. You can use the settings here to modify the subject and body of that generic notification email. 

• You can use {{first-name}} in the body of the email to insert the patient's first name.
• It is recommended that you include a link to your Patient Portal within the body of the email, for the patient's convenience.

You can email a document out of a patient's chart by right clicking on the document title in the documents block and selecting that option. When you do so, an email window appears, pre-populated with a default message. You can use the settings here to adjust that default message. 

• Note that email is not considered HIPAA secure.
• Available variables: {{pt.FIRST}} insert's the patient's first name; {{document.NAME}} inserts the document title.

Secure Message Emails

Adjust the subject and body for emails notifying patients of a new secure message, or an unread secure message, as desired.

• {{first-name}} inserts the patient's first name.
• {{sender-name}} inserts the name of the EHR user who sent the secure message.
• It is recommended that you include a link to your Patient Portal within the body of the email, for the patient's convenience.

Encounter Summary Emails

Customize the subject and/ or body of emails notifying the patient that they have a new encounter summary to view in their Patient Portal. This notification is triggered in the encounter note signing window, and can be turned on or off for specific encounter types under Admin > Manage > Encounter Types.

Online Registration Emails

When a patient registers online, a confirmation email is automatically triggered. The patient must click the link in the registration confirmation email to turn on their Patient Portal access. The confirmation link is automatically inserted into the email under your custom email text. 

• It is strongly recommended to keep this email short and simple. If a lot of text is included, patients may not notice the confirmation link, and therefore inadvertently leave their Patient Portal access disabled.