Training Hub: PointClickCare | Updox Help Center

This page is for facilities that use Updox with PointClickCare. Work through it in order. Skip any product your facility doesn’t have.

What to know first

The account holder must sign in at least every 14 days to keep syncing.
After you send an import or a fax, wait until it finishes before you sign out. This prevents failed sends.
Each facility is activated separately and gets its own Updox account. To work in more than one facility, you need a separate sign-in for each one, or the ability to change your default facility.
Updox syncs residents and contacts from PointClickCare. A contact is deactivated when the resident it belongs to is deactivated.
Each morning, the first person to sign in should leave Updox open for 1–2 minutes. This lets residents, contacts, and categories update in the background. Updox syncs up to 1,200 resident changes per minute.

After you register for Updox, request activation for each facility through PointClickCare’s Self Service Activation for Marketplace Applications.
PointClickCare emails Updox with next steps. This takes 7–10 business days.
Once the facility is activated, your Updox account must be linked to PointClickCare. We recommend having your sales rep schedule you with Updox Onboarding to help with linking.

If you don’t have an activation link, contact Updox Support.

Sign in on the Updox with PointClickCare sign-in page with your PointClickCare username and password.
Admin status comes from PointClickCare. You can change other user settings in Updox after your first sign-in.
You can only search residents in your facility, and only those your PointClickCare access allows.

Files import as PDFs. The limit is 5 MB. Larger files show “Document too large to import.”
In Compose, use Search for patients in PointClickCare to find a resident by MRN, or by name, date of birth, and gender.
All of a facility’s categories sync, so you may see categories you can’t use in PointClickCare.

Fax: Getting Started with Fax and How to Use Updox Electronic Fax
Video Chat: Onboarding Checklist: Video Chat
Texting: How to Request a Quick Send SMS Phone Number and FAQ: Secure Text & SMS
Forms: Onboarding Checklist: Forms with Text
Payments: How to Start Taking Payments Through Updox

Virtual printing works only on Windows and Mac.
Users don’t appear in Queues until they sign in to Updox for the first time.
Fax files can be up to 128 MB. A 400-page fax is usually about 40 MB.
Secure Text attachments can be up to 50 MB.
New SMS text numbers need carrier approval, which can take up to a week. You can use Secure Text in the meantime.
SMS templates must be under 140 characters.
Updox Email isn’t a HIPAA-compliant way to communicate.