NaturaeSoft - Frequently Asked Questions

To access your OfficePro account. Please log in under https://secure.naturaesoft.com. 

We also have an additional version of OfficePro available at https://OfficePro.NaturaeSoft.com

Each of our services has multiple access points so that you and your staff can access several instances of our software within the same facility. 

Version 1: Secure 

• https://Secure.NaturaeSoft.com
• https://Secure1.NaturaeSoft.com
• https://Secure1.NaturaeSoft.com
• https://NSSecure.NaturaeSoft.com

Version 2: OfficePro

• https://OfficePro.NaturaeSoft.com
• https://NSOfficePro.NaturaeSoft.com
• https://OPro.NaturaeSoft.com

Beta Version: for testing of new features

• https://Beta.NaturaeSoft.com

* The beta version is accessible to all customers, please let NaturaeSoft know of any issues you experience in the beta version of the service. We always work on new features and would appreciate your input and assistance. 

NaturaeSoft Support Options and Escalation Guide

At NaturaeSoft, we offer multiple support channels to ensure your issues are resolved efficiently. This guide outlines our support process and the escalation procedure in case of emergencies or unresolved issues.

1. Knowledge Base (KB)

Before contacting support, please review our Knowledge Base for known issues, FAQs, and common solutions experienced by our customers.

• Access: [Link to Knowledge Base]
• Topics Covered:
  • Installation and setup guides
  • Troubleshooting common issues
  • Answers to frequently asked questions

If you cannot find a solution in the KB, proceed to the next step.

2. Submitting a Support Ticket

If the Knowledge Base does not address your issue, you can create a support ticket through the following methods:

Via the Support Portal:

1. Log in to support.NaturaeSoft.com.
2. Click on the Tickets Tab and then the Blue Start Ticket Button.
3. You can also view an overview of all previously submitted tickets for easy tracking.

Via Email:

If your email is registered with NaturaeSoft:

1. Send your issue details to Support@NaturaeSoft.com.
2. For follow-up on an existing ticket, reply to the response email that includes your ticket number and issue description to ensure quick and effective communication.

3. Live Chat Support

Our live support chat is available for real-time troubleshooting and immediate assistance.

• Availability: Monday to Friday, 9 AM - 6 PM (Time Zone)
• Access Chat: [Link to Chat]

4. Online Support Meetings

For more complex issues, schedule an online support meeting with our technical team.

• Booking Link: https://www.Calendly.com/DrMeager
• Availability: Monday to Friday, 10 AM - 5 PM (Time Zone)
• Expectations: Direct discussion of your issue with a technical expert for deeper troubleshooting.

5. Emergency Escalation

If you experience a system-down emergency, please use the following escalation procedure:

1. Text Us: Text (541) 402-5100. If we do not respond immediately, it is likely because we are actively troubleshooting an ongoing issue.
2. Check the News Feed: Stay updated on system-wide notifications and updates by reviewing the NaturaeSoft support portal news feed for any emergency alerts or resolution progress.

6. Final Escalation Procedure

If your issue remains unresolved after following the steps above, or you haven't received a response within 48 hours, you can escalate the case:

Escalation Trigger:

• More than 48 hours without a response.
• Unresolved issues despite troubleshooting.

Escalation Process:

• Email Support@NaturaeSoft.com with the following details:
  • Ticket number(s)
  • Description of the issue
  • Steps already taken
  • Preferred contact method and availability

Resolution Timeline:

• A senior support team member will review your case and respond within 24 hours.
• If necessary, your issue will be escalated to the development or product teams for further investigation.

We hope this updated guide helps you navigate our support services and provides clear escalation steps in case of emergencies or unresolved issues.

1. NaturaeSoft Support FAQ
   https://support.NaturaeSoft.com/FAQ/ 
   Check out the Support Frequently Asked Questions page for quick answers to the most common issues we hear about. 
    
2. NaturaeSoft Support Knowledge Base
   https://support.NaturaeSoft.com/KB/ 
   Access the NaturaeSoft Knowledge Base for information on common activities and troubleshooting. This knowledge base contains
   updates for known issues, frequently asked questions, training on the use of each module, and troubleshooting tips and tricks. 
    
3. Feature Development Requests Board
   https://support.NaturaeSoft.com/FeatureRequests
   The Feature Development Request Board lets users make suggestions and requests for new features and enhancements. We hold
   no guarantee to the development of all the features in this discussion group but we would love to hear how the system can better serve you! 
    
4. NaturaeSoft Academy 
   https://support.NaturaeSoft.com/Academy 
   The NaturaeSoft academy is our learning site, with tutorials on common activities in OfficePro. 
   Support Ticket Service Support@NaturaeSoft.com 
    
5. Chat with Support
   To get simple questions answered quickly throughout the day you can use the Chat with Support feature by clicking the chat icon located in the bottom right corner of most OfficePro service pages. 
    
6. Support Tickets
   If you still can't find the answers you need, Please create a Support Ticket through the OfficePro website Portal and one of our agents will be able to assist you.  Support Tickets may lead to a charge on your account. SupportPro Users
   Log in to https://Support.NaturaeSoft.com/Tickets/Add
    
7. Training Sessions & Support Meetings
   https://Calendly.com/DrMeager 
   Schedule an online training session for you or your staff. SupportPro customers can schedule a free 15-minute meeting with support at their convenience.  (ProTip: If you are a SupportPro customer then you can schedule free 15 minute meetings with support as needed*) * See the support pro terms for details. 

We hope this guide helps comfort you and directs you to the proper resources with our support services if you experience an issue with the service in the future. 

Problem

I am unable to sign my charts because the Sign and Document Chart Note button is disabled.

Background

Only when you are signed in to the Service as the Provider on record for the visit can you sign the chart. This means that you will not be able to sign the chart if: 

1. You are logged in under another account than your provider account.
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider.
3. Your user account is not really a provider account.

Resolution

1. You are logged in under another account other than your provider account. Check what account you are logged in under
2. The visit that you are charting is not assigned a provider, or it is not assigned to you as the provider. Check the visit's provider is assigned on the Edit Visit page.
3. Your user account is not a provider account. When a provider is activated a corresponding user account is created, this user account is associated with the provider and allows you to sign charts. When you deactivate the provider account the associated user will be deleted.  Deactivating and reactivating the account will recreate a user account that is associated with your provider account.

Further Assistance

If you need more help with this issue please create a ticket contact support through live chat or by emailing Support@NaturaeSoft.com. 

Problem: 

You want to send an email to all of your patients but can't find how to do this in OfficePro. 

Background:

The OfficePro suite is designed for practice management and not really marketing. So all emails that OfficePro sends to your patients are patient-specific. There is no function for sending an email to all of your patients.  But of course, you can still send emails to your patients using your email client or marketing service such as Constant Contact. OfficePro can provide you with a list of email addresses of your patients for sending.  

Solution:

Option 1

To access a list of email addresses in OfficePro you can do one of the following. On the OfficePro Admin Home page on the left hand column. You will see an email box. If you click on the bar, the following email options will appear: 

If you click the view Email List option from the email menu you will get a list of all of your patient's email addresses. 

You can then click the Email All Patients link at the top right. If you do not have very many addresses the link will trigger your browser to open the default mail client with the email addresses already populated into the BCC field of the email draft. 

If you have a large number of emails on file then the system will prompt you with a selection box you can use to copy and paste all of the emails on file into the BCC box of a new email in your email client. 

Option 2

You can also use the Export Patient function to export a CSV of all of your patients. Then simply filter the CSV using your favorite spreadsheet software (excel, numbers, sheets, etc...). This way you can come up with a targeted list for your email. 

For more on exporting the patient list see the following tutorial about the Add Ons, Export, and Logs tabs of the Admin General settings page. http://www.naturaesoft.com/configuration.html#AddOns  

NOTE: Always use the BCC box otherwise your patient's email addresses will be shared with the other recipients of the email. Ignoring this could lead to a HIPAA violation, so be very careful about emailing your patients.