Message Center, on MayoClinicLabs.com, is part of a multi-team project created to bring you, our client, a better digital experience.
What is Message Center?
Message Center is a two-way communication tool, available 24/7, that allows you and your team to address questions on specimen-related cases. In addition, you can request a Test Add On, Cancel a test, or initiate a test Inquiry to ask a specific patient-related or general question.
In Message Center, you can work through open issues on your own time via MayoClinicLabs.com. The application also provides clear status information, including who is responsible for the next step toward resolution.
The ALERTS category in Message Center provides users with crucial information on various types of alerts, including Critical/Semi-Urgent results, Canceled tests, and Revised results related to patient orders. The Transportation subtab offers details specific to transportation updates, including holiday schedules, courier services, and weather updates.
For more information, please see the Message Center User Guide on the Message Center Insights page.
What's the benefit?
Message Center provides a better user experience, making it easier to interact with Mayo Clinic through more-intuitive, better-integrated tools. Benefits include:
How do I find Message Center?
Once you have access to Message Center, click the My Dashboard link at top right of the MayoClinicLabs.com landing page, log in to the website, and click the MESSAGE CENTER icon. Note: Access must be granted before the icon is viewable on the website.
If your account has messages and/or alerts that are new and/or unread, My Dashboard will show counts of messages and alert types, based on user and account settings.
How long are cases visible in Message Center?
The default view in Message Center shows results for up to 90 days; however, you can enter any specific date range.
Is there a limit on the number of messages that can be sent back and forth for a given case?
No. A discussion can continue for as long as necessary to achieve a resolution. If Mayo closes the case, you will no longer be able to respond within it in Message Center.
If I have multiple account numbers, can I see them all at the same time in Message Center?
Yes, if you have access, you can see all of your accounts. You should work with your Regional Service Team member to determine which accounts should have access to Message Center. On the landing page, select which accounts you want to view by using the drop-down arrow to see the list of accounts and then checking the appropriate boxes.
How can I determine how long a message has been active in Message Center?
The Created column on the landing page indicates message age.
In the Created column header, you can click the Information icon to bring up a legend explaining the icons that represent message age.
This information is also displayed at the top of the DETAILS page for the case.
When I request a Test Add On, how do I provide answers if Ask at Order Entry (AOE) questions are required?
Once a test with AOE questions is added to the request, the appropriate questions appear. If AOE questions were previously answered, the answers can be reused for the current Test Add On.
Can I close or reopen a case?
No, Mayo is responsible for closing all cases. However, you can close an Inquiry in the REQUEST TO CLOSE section of the case’s DETAILS page. Checking the “Thank you, I have no more questions. Inquiry can be closed.” box automatically closes the case.
If you do not respond to an Inquiry in seven days, it will automatically close.
Can attachments be sent via Message Center?
Yes. You can download and upload attachments in the DISCUSSION thread on the DETAILS page.
Accepted file types are .doc, .docx, .pdf, .xls, .xlsx, .gif, .jpg, .jpeg, .tiff, and .txt. Due to file size limitations, video files are not accepted.
Will test cancelations and revisions by Mayo Clinic be communicated via Message Center?
Yes. if Mayo has canceled a test or revised a report, you will see the Cancel or Revised case on the respective subtab under ALERTS in Message Center. You can continue to receive phone calls along with Message Center alerts if you choose.
Will Message Center be the only way Mayo Clinic reaches out to me?
While we encourage clients to communicate via Message Center, there will be times when a case may require a more urgent response or is highly complex. In these situations, we may call you to ensure the quickest resolution.
Will batchfax, the daily fax with problem resolution questions, be phased out?
Yes, the plan is to transition batchfax clients to Message Center.
I just created an order (outside Message Center). Why can’t I find it in Message Center when I try to create a new message?
It takes approximately 15 minutes for the order to propagate throughout all our systems.
Can I set up email notifications in Message Center?
Yes, you can set up email notifications specific to your individual preferences. On the landing page, click the gear icon in the top right corner. This brings you to the SETTINGS page, where you can select the emails you would like to receive.
Where do I submit ideas for future releases?
If you have feedback or ideas for future releases, you can submit them through the Medallia widget at the bottom of the Message Center landing page.
If I have questions, who should I contact?
During regular business hours, contact Customer Service.