What information can providers update in member profile?
Providers can now make updates to patient personal information on member accounts within FFD. The following fields may be updated:
Name (for misspellings and legal changes)
Address
Date of birth (if originally entered incorrectly)
Contact method
Profile Issues
Help with issues caused by the way a patient's foodsmart.com profile was created that result in access or compliance issues
When my patient tries to log on, they are brought to a page that says they need to sign up.
If a patient that has ever been scheduled with an RD, whether or not that visit was completed, cannot move past the terms and conditions page, then that patient has an incomplete web profile. First, please ensure they are using the appropriate login method.
When my patient tries to log on, they are brought to a page that says they need to sign up, and there is nothing listed in the login method field within the members portion of FFD.
There are a small number of patients that have no web profile. These patients began their relationship with foodsmart before our current web profile setup launched, and were part of a small subset for whom profiles did not auto-generate.
When my patient logs in, their upcoming appointments don't show up.
It is likely that your patient has more than one web profile and is logging into the wrong one. Once they log in using the correct method, they will be routed to the correct profile. Ensure they understand that they will need to use that login method every time going forward. Using the wrong profile may result in missing Foodsmart Bucks, denied insurance claims, billing PTs directly, and program requirements not being met.
My patient has more than one patient ID. Which one should I use?
The patient ID that should be used is typically the one that is attached to the correct insurance, has the correct PII, is not associated with any HIPAA violations, is receiving Foodsmart Bucks, and that has the most complete appointment history.
My patient has two patient IDs and is being seen by dietitians in both. Which is the correct patient ID and what do I do?
The patient ID that should be used is typically the one that is attached to the correct insurance, has the correct PII, is not associated with any HIPAA violations, is receiving Foodsmart Bucks, and that has the most complete appointment history. If this does not accurately describe any of the profiles, you may request clarification on which PT ID should be used.
When my patient logs in and tries to schedule, they are asked to add all of their personal information and register.
It is likely that your patient has more than one web profile and is logging into the wrong one. Verify with your patient that they are using the appropriate login method. Once they log in using the correct method, they will be routed to the correct profile. Ensure they understand that they will need to use that login method every time going forward. Using the wrong profile may result in missing Foodsmart Bucks, denied insurance claims, billing PTs directly, and program requirements not being met.
When my patient logs in, someone else's name appears.
This may be an entry error or a larger issue. If only one name appears anywhere on the profile, and all other information is correct and belongs to the patient, it was likely an entry error and you may proceed with updating their profile in FFD with the correct name. If there are any other names on the profile or if the other PII/PHI do not match that of your patient, then this is an example of a profile that is not in compliance with HIPAA. There are multiple ways that this can happen, but the most important thing is that we address it. Unless there is a situation involving legal medical power of attorney, no profile may have more than one non-dependent adult. Profiles with more than one adult are in violation of HIPAA and must be addressed immediately to prevent unauthorized access of PII and PHI.
When my patient logs in, there are other peoples' names in addition to theirs on their profile.
This is an example of a profile that is not in compliance with HIPAA. There are multiple ways that this can happen, but the most important thing is that we address it. Unless there is a situation involving legal medical power of attorney, no profile may have more than one non-dependent adult. Profiles with more than one adult are in violation of HIPAA and must be addressed immediately to prevent unauthorized access of PII and PHI.
My patient is on the same profile as another adult.
This is an example of a profile that is not in compliance with HIPAA. There are multiple ways that this can happen, but the most important thing is that we address it. Unless there is a situation involving legal medical power of attorney, no profile may have more than one non-dependent adult. Profiles with more than one adult are in violation of HIPAA and must be addressed immediately to prevent unauthorized access of PII and PHI.
My patient has to log into more than one profile for themself and their minor child(ren)/dependent(s). OR A minor child/dependent is alone on a profile. OR A minor child/dependent is listed as the primary user on the profile and the parent/guardian is listed as the secondary user.
If a parent/guardian has to log into more than one account to see information for themself and their minor children/dependents, and/or to multiple accounts for their minor children/dependents, then there was an issue with how the registration process was completed. In the meantime, ensure that the parent/guardian has the ability to log in to all of the profiles for themself and their minor children/dependents. Please note that in order for a parent/guardian and a minor child/dependent to be on the same profile, that child must be a minor or their parent/guardian must have legal medical decision making authority over them.
If a profile ticket is needed AND the profile team reaches back out to you with the following message:
“Hello, This member's profile is not attached to their insurance and shows as undetermined. I have found another incomplete profile attached to their insurance. I have alerted engineering of the issue. Until it is resolved, no incentives will be given. A member must use a profile that has valid insurance to get incentives. Engineering does not give updates or timelines for resolutions.”
This is the notification of the issue. The Profile Team ONLY notifies the individual that turned in the Profile Ticket.
Please know the following:
1. Definition: The member has a deactivated account, which means that they do not have access to their account. They ONLY cannot login and schedule by themselves. They also do not have access to their incentives if they cannot access their Foodsmart.com account.
Do NOT cancel their upcoming appointments. They can still also schedule their appointments through their RD or by calling Foodsmart Support at 415-800-2311.
A Foodsmart Bucks ticket will need to be turned in for them to be emailed out to the member, IF they receive Foodsmart Bucks.
The individual turning in the ticket and/or RD will be CC’d on the email.
For the first Foodsmart Bucks ticket after a compliance issue is found, we will send out all the dates of service. Please do NOT add all the dates of service on the ticket. Please leave the list codes area blank.
You will also in the future have to submit a new ticket after every newly completed appointment. We will send out all the dates of service. Please do NOT add all the dates of service on the ticket. Please leave the list codes area blank.
You will need the Profile Ticket # and reason to fill out the Foodsmart Bucks Ticket.
RD’s, please put this information in the notes section of the FFD for this member for future reference.
Support members, please add this to their ZD profile notes.
The ONLY time you use the profile ticket areas is for instances that require a Profile Ticket. If you turn in a Foodsmart Bucks ticket for any other reason that does not require a profile ticket, please leave the profile ticket areas blank.
Please submit a Profile ticket here if your member continues to have issues with their profile.