User journeys, A to Z
Every journey for every role. A step opens the real screen with the menu of the role that does it. Inside the portal, the Journeys page shows the cross-role flows in the menu of the role you are viewing as.
ADAdministrator
Add a person and let them in
Create an account that is safe from the first sign in.Change a role or a facility
Move someone without asking them to start again.Switch someone off
Deactivate, never delete.Reset two-step sign in for a user
Help someone who lost their phone.Answer an access request
Someone could not open an area.Recover a locked account
Unlock someone without guessing.Set who can do what
Named roles, scoped to the right part of the organization.Open Roles and permissions.
Open screen 2Edit roleEdit the CRUD matrix and its scope.
Open screen 3Assign roles to existing usersGive every existing user a role before go-live.
Open screen 4Organization structureDefine the organization structure.
Open screen 5Data scope and isolationCheck facility isolation.
Open screenOrganization settings
Change a high-impact setting with a confirmation.Check isolation
Prove a facility user cannot see another facility.Look after the diagnosis list
Keep the ICD-10 list current.Clear what NPHIES could not match
Replay responses that had no request.Set the security rules
Password, lockout and session.Review what happened
Answer an audit question.Read go-live readiness
See where the go-live checks stand. Read only: the Super admin changes them.Give another system access
Scoped, revocable API access.Bring diagnoses in from the clinical system
Stop re-typing diagnoses.Add a person with two roles
A small team where one person does A/R and A/P.Switch off a leaver and hand over their work
Nothing stays stuck in a draft.Administer a group or a facility
Two scopes for one role.Set how often the portal polls NPHIES
Background poll with a manual fallback.Keep the break-glass account sealed
An emergency account that raises an alert every time.Check what the audit log now records
Cancel, replay, assign, take over, export and admin views.RCReceptionist
Check a patient before the visit
Know in a minute whether the patient is covered.Start from Home and open Patients.
Open screen 2PatientsFind the patient or start a new check.
Open screen 3PurposePick the purpose and the service date.
Open screen 4Patient identityConfirm the patient identity.
Open screen 5DemographicsFill the demographics.
Open screen 6ProviderName the facility and its type.
Open screen 7CoverageCheck the coverage.
Open screen 8Review and submitReview everything, then submit.
Open screen 9Eligibility resultRead the answer. A soft suggestion offers a prior authorization next.
Open screenCheck a newborn
Cover a baby that has no ID of its own yet.Choose the purpose.
Open screen 2Patient identityEnter the baby as the patient.
Open screen 3NewbornEnter the baby and the mother fields. The 90-day rule shows as help text.
Open screen 4Review and submitNewborn details appear in the review.
Open screen 5Eligibility resultRead the answer.
Open screenFollow a request that is still open
Find where a request is without asking anyone.Pick up an unfinished check
Resume a draft without starting again.Print the result for the patient file
Hand the patient or the file a copy of the answer.Find a record fast
Use the search box in the top bar.Work your queue
See what waits for you, oldest first.Hand a case to the approval desk
Escalate with a note, not a phone call.AOInsurance approval officer
Ask a payer to approve a treatment
Send a prior authorization that does not bounce.Open Prior authorization.
Open screen 2Prior authorization setupPrior authorization setup.
Open screen 3Patient identityPatient demographics.
Open screen 4Insurance and coverageInsurance and coverage.
Open screen 5Clinical contextClinical context. Optical requests hide what does not apply.
Open screen 6Care teamCare team (section 6). At least one member is required.
Open screen 7DiagnosesDiagnoses with a searchable ICD-10 list.
Open screen 8ServicesServices. Net amount and shares are calculated and checked.
Open screen 9Review and submitReview. A missing care team shows as Required.
Open screen 10Authorization resultRead the result: approved amount, patient share and outcome.
Open screenExtend an authorization that is about to expire
Keep a valid approval alive.Handle an authorization the payer started
Pick up payer-issued approvals that you never requested.Poll NPHIES. Old results clear before the new one shows.
Open screen 2Advanced authorizationOpen Advanced authorization.
Open screen 3Advanced authorization detailRead the coverage and the linked patient.
Open screen 4APA communicationSend a communication or a cancellation against it.
Open screenFix a denied or errored authorization
Correct it and ask again.Cancel a request
Stop a request that should not go on.Send a vision request
Vision requests get their own section.Resume a prior authorization draft
Pick up where you stopped.Answer a payer question
Reply with the right attachment.Change an amount after an exception
Override a net amount with a reason.Work your queues
Expiring authorizations and payer questions, oldest first.Take over a colleague's case
Keep work moving when someone is away.Receive an authorization without polling
The portal asks NPHIES on a schedule.When NPHIES is down
Save the request and send it later.COClaims officer
Submit a claim
Send a claim whose totals already add up.Open Claims.
Open screen 2Claim setupClaim setup.
Open screen 3Patient identityPatient demographics. Passport country sits with the identity fields.
Open screen 4Clinical contextClinical context and diagnoses.
Open screen 5Care teamCare team.
Open screen 6ServicesServices with auto-calculated net amount and shares.
Open screen 7Review and submitReview and submit.
Open screen 8Claim detailFollow it through NPHIES.
Open screenFix and resend a denied claim
Turn a denial into an accepted claim.Send a pharmacy or vision claim
Add the prescription step.Answer a payer question
Reply with the right attachment.Cancel a queued claim
Stop a claim before NPHIES answers.Save a claim and finish later
A claim draft is never sent to NPHIES.Send a batch
Send up to 200 claims in one go without a surprise.Check for new answers
See what NPHIES has for you.Bill what is ready
Start from the claims that are ready to bill.Work the denied queue
Turn a denial into an accepted claim and leave a trail.Open the Denied queue. The Age column counts from the denial.
Open screen 2Claim detailRead the reason. Assign it to yourself or take it over.
Open screen 3Case timelineAdd a note: called the payer, needs a new report.
Open screen 4Resubmit claimCorrect and resubmit.
Open screen 5Claim detailFollow the new result.
Open screenSave a claim when NPHIES is down
A claim is queued, never lost, and never sent twice.Export a list
Hand a CSV to finance.ARAccounts receivable (A/R)
See what payers owe
Match payments to claims.Chase a claim
Find out why money has not arrived.Read what NPHIES accepted
Check the last batch before you chase anything.Match a notice to its claims
Follow a payment notice down to the claims it paid.Chase a denied claim with the claims desk
You find the problem, they fix it.Open the Denied queue.
Open screen 2Claim detailRead the claim. Check its status. Assign it to a claims officer.
Open screen 3Status checkerCheck the status of the transaction.
Open screen 4MessagesOpen the payer message linked to the claim.
Open screen 5Send communicationReply on that claim only.
Open screenWork across facilities
A central desk follows more than one hospital.Month-end hand-off to finance
Give the finance manager the numbers without a report screen.APAccounts payable (A/P)
Record a payment notice
Tell NPHIES what was paid.Check a notice against reconciliation
Make sure both sides agree.Month-end cash posting
Check that every notice has been posted.VWViewer (read-only)
Look up a patient and a request
Answer a question without changing anything.Read a result and print it
Give someone a copy.See what a queue holds
Understand the workload.Ask for more access
You can look, not act.AUAuditor (read-only)
Review the audit log
Answer an audit question without the power to change it.Who changed whose access
Trace a role change from request to result.Prove facility isolation
Show that one facility cannot see another.Review emergency use
Check every break-glass sign in.Read go-live readiness
Check that the go-live evidence exists. Read only.Export the access list
Periodic access review.SASuper admin
First-time setup of the hospital system link
Link RaneemHCP to the hospital system once, in seven guided steps.Open Data sources. A banner says nothing is linked yet.
Open screen 2Choose a pluginChoose the plugin that fits the hospital system.
Open screen 3Connection and testEnter the address and credentials, then test the connection.
Open screen 4Choose entitiesPick the entities this source supplies.
Open screen 5Import or use as storageChoose Import or Use as storage for each one.
Open screen 6Map fieldsMap the fields. Required fields must be mapped.
Open screen 7Identity and matchingChoose the matching key and the duplicate rule.
Open screen 8Sync rules and activateSet the schedule, review and activate.
Open screen 9Data source changesThe activation is in the change trail.
Open screenAdd another source
Bring in a second hospital system or one more entity.Change the mode of an entity that already has data
Switch Patients from Import to Use as storage without losing a reference.Open Patients and choose Change mode.
Open screen 2Change storage modeRead the impact: records and transactions that reference them. Pick a path, type the confirmation and give a reason.
Open screen 3Sync historyWatch the run that applies the change.
Open screen 4Data source changesThe change and the reason are in the trail.
Open screenWhen a connector is down
See it, decide the fallback and recover.Check go-live readiness
Walk the four checks that must be green before go-live.Check the API scoping spec is signed off by the CEO.
Open screen 2Basic performance checksRun the basic checks: a 200-claim batch and a large attachment.
Open screen 3Load and stress testRead the load and stress results against the agreed thresholds and the bottleneck log.
Open screen 4Pilot clientCheck the pilot client finished a full cycle and its issues are fixed.
Open screenPlatform rules
The system-level settings the Super admin also owns.Everyone
Sign in
Get in safely. After sign in the wireframes ask who you are; the real portal opens the home of your own role.First sign in
Replace the temporary password, then enroll.First time with two-step sign in
Enroll before you continue.Lost your phone
Get in without the Authenticator app.Forgot the password
Recover without calling anyone.Your password expired
Replace it when the policy says so.Ask for an account or for access
No account yet, or the wrong role.Look after your own account
Password, sessions, history and notifications.Time out and sign out
What happens when you step away.When you cannot open something
A clear reason and a way forward.A record of another facility (CL-30091) shows as a hidden row with no patient details. The Administrator and the Auditor read every facility, so they see it listed with its facility in the Multi-facility state.
Open screen 2This record belongs to another facilityClick the hidden row. Read why, then go back.
Open screen 3HomeOpen an area your role does not have.
Open screen 4No access to this areaAsk for access. The request is sent and logged.
Open screen 5Page not foundA wrong address ends here.
Open screenWhen the portal or NPHIES is down
Know what is saved and what is not.Find help
Get an answer without leaving the portal.Hospital flows, end to end
Flows that cross roles. Each step is labelled with the role that does it and opens the screen in that role's menu. A step for everyone opens in the first role that has the screen.
Patient arrives to cash collected
The revenue cycle, from the front desk to the bank.Check eligibility before the visit.
Open screen 2ReceptionistEligibility resultRead the answer, print it for the file, hand the case to the approval desk.
Open screen 3Approval officerPrior authorization setupAsk for prior authorization.
Open screen 4Approval officerAuthorization resultRead the approval. It now shows in Ready to bill.
Open screen 5Claims officerWork queuesTake it from the Ready to bill queue.
Open screen 6Claims officerReview and submitReview and submit the claim.
Open screen 7Claims officerClaim batchSend it in a batch.
Open screen 8A/RReconciliation detailMatch the payment.
Open screen 9A/PNew payment noticeRecord the payment notice.
Open screen 10A/PPayment noticeRead the notice.
Open screenDenial and resubmission
From a denied claim to an accepted one, with a trail.The denial arrives.
Open screen 2Claims officerWork queuesOpen the Denied queue.
Open screen 3A/RClaim detailSpotted it first and assigned it.
Open screen 4Claims officerCase timelineAdd a note about the payer call.
Open screen 5Claims officerResubmit claimCorrect and resubmit.
Open screen 6Claims officerClaim detailFollow the new result.
Open screenWhen NPHIES is down
Nothing is lost and nothing is sent twice.A banner says NPHIES is not answering.
Open screen 2ReceptionistReview and submitSave and send later.
Open screen 3Approval officerReview and submitSave and send later.
Open screen 4Claims officerReview and submitSave and send later.
Open screen 5EveryoneNPHIES is not answeringSee what is saved.
Open screen 6AdministratorNPHIES outboxSee what was sent after the recovery (second release option).
Open screenFirst-time setup of the hospital system link
From a bare portal to patients that come from the hospital system.Open Data sources. Nothing is linked yet.
Open screen 2Super adminConnection and testConnect and test the hospital system.
Open screen 3Super adminImport or use as storagePatients as Use as storage, Payers as Import.
Open screen 4Super adminMap fieldsMap the fields.
Open screen 5Super adminSync rules and activateActivate.
Open screen 6AdministratorSource healthSee the status, read only.
Open screen 7AuditorData source changesRead the change trail.
Open screenSwitch Patients from import to live reference
The with-data case: guarded, confirmed and audited.Patients is Import with 12,480 records.
Open screen 2Super adminChange storage modeRead the impact, see the open transactions, pick the path.
Open screen 3Super adminChange storage modeType the confirmation and the reason. If open transactions exist the change waits until they close.
Open screen 4ReceptionistPatientsThe list now shows the source badge and reference ids.
Open screen 5AuditorData source changesRead the change and its reason.
Open screenFind a patient from the hospital system and start an eligibility check
No retyping: the patient comes from the source.Find in hospital system by national ID. The fields arrive read only with a source badge.
Open screen 2ReceptionistDemographicsComplete what the source does not hold.
Open screen 3ReceptionistReview and submitReview and submit.
Open screen 4ReceptionistEligibility resultRead the answer.
Open screenWhen the hospital system is down
Desks keep working where the fallback allows, and nothing is lost.A banner says the hospital system is not answering.
Open screen 2ReceptionistPatient identityLookup is unavailable. Enter the patient by hand if the fallback allows.
Open screen 3Approval officerCare teamPractitioners come from the last known copy, marked as not refreshed.
Open screen 4Claims officerServicesThe service catalogue is read only until the source is back.
Open screen 5Super adminSource healthRead the status and the fallback per entity.
Open screen 6Super adminQuarantined rowsAfter recovery, fix the rows that failed.
Open screenMonth-end
Hand finance the numbers with CSV exports in the first release.Onboard and offboard a user
From a request to a working account, and back to a clean exit.Ask for an account.
Open screen 2AdministratorAdd userAdd the user and the roles.
Open screen 3The new personReplace your temporary passwordReplace the temporary password.
Open screen 4The new personSet up Microsoft AuthenticatorEnroll in two-step sign in.
Open screen 5AdministratorUser detailLater: deactivate. The open work is handed over.
Open screen 6AuditorAudit logRead the trail.
Open screen