Operational Support Guide

ClinicFlow Operational Support Guide

Introduction

As part of ClinicFlow Annual Operational Support, our CANImmunize support desk is available to help end users with configurations in the Admin Console to help ensure clinics are set up and run smoothly. This document outlines the process for submitting these requests.

Scope

Our support desk is available to assist ClinicFlow users with the following operational support requests:

1. Setting up clinics
2. Addition or removal of vaccine service type
3. Calendar configuration
4. Setting up new users (greeters, immunizers, admin console users)
5. Appointment cancellation

What are examples of an Operational Support Request vs. Technical Support Request?

Examples of Operational Support Requests	Examples of Technical Support Requests
Asking a support agent to set up a new clinic, calendar or end user in the Admin Console or Clinic Mode. Asking a support agent to cancel a client's vaccination appointment. Asking a support agent to block or modify calendars and availability.	Asking questions to the CANImmunize support team on how specific workflows function and general assistance with using the platform. Reporting bugs.

Who can submit an operational support request?

ClinicFlow Role	Can they submit an operational request?	What can they complete independently?
Admin Console Roles
Super Admin	Yes	Clinic creation Edits to booking pages, including service offerings Ability to create new calendar availability and block appointment availability Setting up new users Appointment cancellation
Clinic Owner	Yes	Ability to create new calendar availability and block appointment availability Setting up new users Appointment cancellation
Clinic Admin	Yes	Ability to block appointment availability only Setting up new users Appointment cancellation
ClinicMode Tablet Roles
Immunizers	No	Nothing within the Admin Console
Greeters	No	Nothing within the Admin Console

Support contact hours

Our support desk is available to assist you with operational support requests related to ClinicFlow during the following hours*:

Mon	Tue	Wed	Thur	Fri
8am - 5pm	8am - 5pm	8am - 5pm	8am - 5pm	8am - 5pm

*Note that all times are in EST and the support desk is closed on Statutory holidays.

How to submit an operational support request 

1. Log in to the ClinicFlow Admin Console

2. Press "Help Centre", which you can find on the navigation bar on the left hand side of the Admin Console.

3. This will open a new tab. Press the "Operational Support" bar on this webpage and click "Configuration Request Template". Select “KCF Configuration Template” to download.

4. Email the file to [e-mail] with the subject: KCF Operational Support - [Organization] . Carefully follow the instructions to complete your operational support request. 

Turnaround time

We ask that end users provide operational support requests as far in advance as possible. If all requirements are provided in the template submitted to the support desk, operational support requests will be completed within 1 business day.