Frequently Asked Questions

  • Updated

Welcome to the CRM FAQs. In this article, you will find answers to some of the most frequently asked questions.

Click on each question below to show the answer.

  • We have several training videos that cover a variety of topics. Visit our Client Academy, sign up, and get started today.

    Additionally, you may book a training or Q&A recap session with one of our reps by emailing CRMsupport@kipu.health.

  • For a user to appear in these drop-down menus, a Super User must add them to the relevant employee areas.

    • Click on Admin, then hover over Security, and click on Manage Users.mceclip3.png

    • Select the desired user and navigate to Notifications & Settings.

    • Under Employee Areas, begin typing or click to display options.mceclip4.png

    • Select the desired employee area(s) and then click Save Changes.

  • The user should navigate to their Display Name in the top right corner of the screen and click Edit Profile.blobid1.png

    • Under Display Name, re-input the invitation code emailed from Automated System<noreply@kipucrm.com>. 

      • The invitation code is a 32-character code made up of numbers, letters, and hyphens.

      • No additional spaces should be placed before or after this sequence.

  • Yes, this can be modified by a Super User via the Visibility Controller.

    • Navigate the a patient profile and select the eye icon.blobid2.png

      • Under the Visible column, the Super User will select the toggle of the field, scroll down, and click on Save Changes.mceclip0.png

      • A circle to the right and blue color will indicate setting the field to a visible.

      • A circle to the left and white/grey color will indicate setting the field as not visible.

  • The CRM has several lists that can be customized. These range from Call Queue Dispositions Referred Through and Seeking Treatment For, to Types of Care.

    • Navigate to Admin > Preferences > Customizable Lists. blobid3.png

      • The Super User will select the desired List to be modified from the drop-down menu.blobid4.png

      • The Super User will select Yes to display any items that the organization needs displayed, or No for any items that should not be displayed.blobid8.png

    • Additionally, you can manage Opportunity Statuses by navigating to Admin > Preferences >  Manage Opportunity Statuses.blobid6.png

      • The Super User will select the Edit button and select Show for items the organization would like to display or Hide for the options that should not be displayed. blobid7.png

  • The CRM offers a variety of reports under our In-House Reporting and BI Dashboards which provide analytics on admissions, referrals, marketing efforts, VOBs, and more. To find these reports, users will click on Analytics and select the desired in-house report or Kipu BI dashboard. 

    • Under the Analytics tab, users will find our in-house reports.

      • The in-house reporting will allow users to specify parameters for the report in use and allow information to be exported to Excel or CSV.

    • Under the Analytics tab, users will find the Kipu BI.

      • Kipu BI dashboards are pre-determined dashboards that allow you to filter in specific snapshot views or widgets. These reports can also be exported via Excel or CSV.

  • This issue typically occurs when the attachments are not selected for inclusion in the transfer and/or no target tab was selected in the EMR.

    • To transfer those attachments after the fact, users should go back into the treatment opportunity and complete the following steps.mceclip0.png

      • Click the Add Files to EMR button.mceclip1.png

      • Toggle on the attachments you want to include, and select the correct option from the Target Tab in EMR drop-down.mceclip2.png

      • Then click the Queue Transfer to EMR button.

  • The only time users will see the Re-admit button on the incoming tab within the EMR is if the patients chart originated in the EMR.

    • This Re-admit option creates a link between the patient chart in the CRM and EMR.

    • Any time the patient admits after this, the only option they will be to Accept, and the system will link it to the appropriate chart.

  • If the patient is admitted, make sure the connection between the EMR and CRM is intact.

    • To check the connection, create a test treatment opportunity and send it to the EMR.

      • If the chart connects to the existing EMR charts the connection is still intact.

      • If they have been dropped from the process but they are still appearing, double check that it is not due to duplicate records or an incorrect status.

    • If the chart does not connect to the existing EMR charts the connection needs to be re-established and CRM Support should be contacted to rectify the record.

      • Once the record has been rectified, this should remove them from the pipeline.

  • Super Users will navigate CRM > Admin > Security > Manage Users.

    • Click on the New User button.mceclip0.png

      • Input Name and Email for the desired user.

      • Select the Security & Employee Type.

    • Click on the Notifications & Settings tab.

    • Select the facilities to which the user requires access. 

      • Select any tags necessary for the day-to-day functions under Employee Areas.

    • Click on the blue Save Changes button to complete the process.

  • In the file that you want to absorb, type "Ghost" (or any character or symbol to differentiate the Ghost file):

    • Navigate to CRM > Admissions Management > Patient Merge.mceclip5.png

      • Within Patient Merge, search for the Ghost file and the Survivor file.

      • Select Merge Patients button.

    If successful, you'll see a green "Merge Success" box on the top right-hand side of the page.

    • Once the records are merged the treatment opportunity, address, activity, insurance records, and contacts will come over from the ghost chart into the survivor.

  • No, the Kipu CRM does not have an open API that can be shared with external users at this current time. 

  • Please see the list below showcasing all available fields that can be mapped:

    1. (UTM) Campaign Content
    2. (UTM) Campaign Medium
    3. (UTM) Campaign Name
    4. (UTM) Campaign Source
    5. (UTM) Campaign Term
    6. Address City
    7. Address Country
    8. Address Line 1
    9. Address Line 2
    10. Address State
    11. Address Zip
    12. Contact Email
    13. Contact First Name
    14. Contact Home Phone
    15. Contact Last Name
    16. Contact Mobile Phone
    17. Employer Name
    18. Employer Phone
    19. Employment Status
    20. Ethnicity
    21. Facility ID
    22. Gender
    23. Google Click Identifier
    24. Insurance Company
    25. Insurance Group ID
    26. Insurance Notes
    27. Insurance Phone
    28. Interested In
    29. Member ID
    30. Notes
    31. Occupation
    32. Opportunity Notes
    33. Patient DOB
    34. Patient Email
    35. Patient First Name
    36. Patient Home Phone
    37. Patient Last Name
    38. Patient Middle Name
    39. Patient Mobile Phone
    40. Patient SSN
    41. Race
    42. Referral
    43. Referral Source Address City
    44. Referral Source Address Country
    45. Referral Source Address Line 1
    46. Referral Source Address Line 2
    47. Referral Source Address State
    48. Referral Source Address Zip
    49. Referral Source Contact Email
    50. Referral Source Contact First Name
    51. Referral Source Contact Last Name
    52. Referral Source Contact Mobile Phone
    53. Referral Source Office Phone
    54. Referral Source Organization Name
    55. Referral Source Organization Type
    56. Subscriber DOB
    57. Subscriber First Name
    58. Subscriber Last Name
    59. Treatment Type

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