Admins at your practice will be able to block suspicious patients from accessing your Patient Rewards app.
Blocked patients will be unable to log in and will see an error message that informs them their account has been blocked due to suspicious activity.
Platform block: A user is prevented from logging into your specific Patient Rewards app.
If you block a user that is currently enrolled in a membership, you must also click to cancel that membership on their client profile.
Note: Blocking the patient will not automatically trigger membership cancellations.
Triggering a suspicious flag
If a user checks in at your practice 5 or more times in 7 days, they will be automatically marked as suspicious.
When the suspicious flag is triggered, admins will see a flag icon in the client list and within the clients' individual profiles.
Blocking, verifying, and unblocking users
On a suspicious patient’s profile, admins will see the option to block and verify.
Selecting to 'Block' the user will prevent the patient from logging into your Patient Rewards app indefinitely.
Selecting to 'Verify' means they shouldn't have raised a suspicious flag and will clear the flag from their profile until the next time they check in at your office 5 or more times in 7 days.
If blocked, admins will see the option to unblock client, which will restore login access.
Note: You can only block users that have triggered a suspicious flag (with 5 visit check-ins within 7 days).
Attempted log in as a blocked user
Should a patient feel they were blocked wrongfully, they will be able to directly contact your practice to look into their account when attempting to log in on mobile app or mobile/desktop web. All they need to do is to tap Contact Us link.
FAQs
1. Will the number of check-ins that trigger a suspicious flag be adjustable?
Not at this time.
2. Does the blocking operate on the client phone number?
It’s based on client’s phone number/account ID.
3. When a user is blocked, will they continue to be billed for any memberships they've been signed up for?
Yes. The action of blocking doesn’t trigger membership cancellations. It will be up to the medspa admins to manage.
4. What if there is a user that should be prevented from logging into any Patient Rewards app?
If you wish to globally block a user, you must reach out directly to support or your Customer Success Manager. These requests will be determined on a case-by-case basis.
Video Walkthrough