Why is my assistant not receiving my patient's/client's messages?

The assistant account will only receive messages that are sent directly to them. The assistant will not have access to messages that are sent to and from patients unless they have been added to the email string, due to the inherent HIPAA risks involved.

Some workflow suggestions:

  • The clinician can add the assistant to the email string and request the patient includes them in the response.
  • The clinician can forward emails from patients that they want the assistant to attend to.
  • The clinician can instruct patients to email the assistant directly with certain types of questions (scheduling, payment, etc.)

If you have any questions, please contact us.

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