We are happy to announce our new member portal to provide the following upgrades to the Flourish Member Experience!
1) Provide a centralized location to request either clinical or administrative support: Up to this point, the best method to reach Stacey for your medical questions has been through email; however, email has been far from ideal. Stacey's in-box gets hit hard with a lot of emails that don't come from patients, and many patient emails come in with questions unrelated to the subject line, which seems to happen all the time. Compounding that are the many voicemails and text messages that she receives daily. This disjointed communication system is very inefficient and creates too many opportunities for communication to fall through the cracks. Also, there is no way through email for members to identify how urgent the request is and Stacey tries to respond to urgent needs first.
We have been working on a solution to this issue for the past six months or so and are excited to launch our new portal. Here are some highlights on how the new support system works:
When you access the portal, you will be able to submit a "Ticket" to Flourish Health. Submitting tickets will replace emailing, calling, and texting Stacey.
This single channel of contact allows you to request either administrative support (tickets are directed to Ron) or clinical support (tickets directed to Stacey).
Unlike emails, text messages and voicemails, this tool consolidates all of your communication to one spot for easy future reference so you never have to go back to try to find what Stacey said in a response to an old email.
You can mark the priority of your request as High, Medium, or Low so Stacey can focus her time on the highest priority needs first.
Stacey is scheduling specific times aside to manage all tickets from a "dashboard" in order of priority ensuring nothing slips through the cracks.
You can also mark a ticket as "urgent", which will alert Stacey through her phone app of your urgent ticket.
The ticketing system also automatically tracks the time Stacey spends on resolving clinical questions ensuring an accurate accounting of your time bank hours.
As we fine tune the workflows on this new system, we want to enroll members in small groups. We are currently rolling out the portal to new members and existing members as they renew. We plan to switch everyone over to the new platform by March 1. If you are interested using the new system before that, just call or text Ron at 320-424-0771.
2) Provide a member forum that ALL members can join, not just those who use Facebook: We are be transitioning away from the private Flourish Facebook page and creating a custom Flourish Member Forum. This will provide a platform everyone can use. We have a few forums published and will be rolling out more as more members gain access to the portal.
Forums will be built for various topics such as FAQ, Autoimmune, COVID, CIRS, etc. and members will have the opportunity to create new topics they think might be of interest to the community. The forums are intended to be a welcoming space for members to ask questions of each other, provide support, and contribute ideas.
3) Provide a knowledge base of medical content created by Stacey that is easily searchable: Stacey has devoted countless hours translating her research into content on the website in the form of videos and supporting documentation. All of this content can be found on the website by either navigating to the topic or using the search feature. We will be building additional content to augment what is already on the website and make it even easier to find answers to the questions you might have.
The knowledge base will be the last component of the portal that we will be building out and it will be continually updated. We will be writing short articles that summarize some of the extensive video content available on the member's only side of the website, starting with short articles that address some of the most common questions that members have. As you are typing questions in tickets or posting to a forum, the system will automatically find articles relevant to key words you are using in your post or ticket. Again, this will be a work-in-progress for a while before it achieves its full potential.