• Overview
• Navigate to the Routing Protocol home page
• Creating a Routing Protocol
  • General Settings
  • Configurations
• About the Matching Algorithm
• Routing Protocol Scenarios

Overview

This article serves as a comprehensive guide for Solo client administrators configuring their routing protocols in Solo. These configurations are designed to meet the needs of our HHS clients who aim to automate and optimize the matching of new service requests to available provider groups within a service.

Preconditions

Requires:

• “CQS integration” enabled
  • For CQS Integrations where service requests overflow to Teladoc Health providers
    • An additional toggle enablement by the Teladoc Health implementation team is required.
    • A contract with Teladoc Health is required.
• For external scheduling and messaging integrations, users must be mapped to a Solo user.
• Users must be a member of a service routing protocols are enabled for.
• User must enable the provider availability control in the application header.
• Solo Roles: Practitioner Admin, Practitioner, Nurse, Backoffice

Supported Scheduling:

• Solo Provider Availability Control
• QGenda and TigerConnect Scheduling (not required)

Supported Messaging:

• Solo Notification Center
  • Requires a custom toggle enablement by the Teladoc Health implementation team
• Legacy Solo Notifications (e.g., “Provider Matched to Consult” SMS, Browser and Email notifications).
• TigerConnect Messenger (not required)

Navigate to the Routing Protocols home page

From the users' home page

1. Navigate to Practice Settings
2. Click Routing Protocols

Creating a Routing Protocol

1. Navigate to the Routing Protocols home page
2. Click Create Routing Protocol

General Settings

Client Administrators can configure the Protocol Name and the Services of the routing protocol.

Configurations

To ensure that new Solo service requests are efficiently routed to the best available provider, Solo offers client administrators the ability to configure routing protocols based on various criteria. These criteria include:

• Types of services rendered
• Response time allowance for provider to accept a new service request

Additionally, to manage the high demand for new service requests during or after operational hours that cannot be handled by our clients' providers, clients have the option to supplement their staffing with Teladoc Health (TDH) providers. This entails directing new service requests to TDH providers in specific scenarios and requires a contract.

Who will field service requests: Allows for the configuration of where service requests are routed to.

My practice’s routing protocol: Allows for the configuration of provider group(s) you want to broadcast or match and notify of new service requests. You can add up to ten (10) routing protocols per scenario.

Providers to notify: The specific provider group (e.g., Available Providers) configured to broadcasted or matched and notified as part of a a configured Solo Routing Protocol. 

Response time allowance: Time window (e.g., 1 to 45 minutes) for a provider to accept a service request before it escalates to the next routing protocol.

Use Fast-Track Routing: This option bypasses the response time allowance and immediately moves to the next configured routing protocol if no providers are available at the time a new service request is submitted.

Notification Method: Client administrators can choose how to notify available providers.

• "Broadcast" configuration allows for the notification of all available providers when a new service request is added.
• "Matching" configuration allows for random matching and notification to a “single” provider at a time once a new service request is added. See “About the Matching Algorithm”.

Message to my practice’s providers: Allows for the configuration of a customized message that is sent to providers through TigerConnect Messenger or the Solo Notification Center.

In addition, users can receive a “Provider Matched to Consult” SMS, browser or email notifications (Profile --> Account Settings --> Notifications)

About the Matching Algorithm

Available providers in a configured routing protocol are randomly matched to a new service request during the configured “Response time allowance”. Once a provider is matched, they are then notified with the pre-configured “Message to my practice’s providers” and are provided 30-40 seconds to acknowledge the matched service request. 

• If the matched provider accepts the service request, then the matching algorithm process stops.
• If the matched provider declines the service request, then the matching algorithm process will randomly match the next available provider within the routing protocol.
• If the matched provider ignores the service request, then the matching algorithm process will randomly match the next available provider within the routing protocol.

If none of the providers attempted to be matched to the service request in the first configured routing protocol do not accept it within the configured Response time allowance, then the matching algorithm will restart the process of randomly matching the service request to the next group of available providers in the next configured routing protocol.

Note: Client administrators can configure up to 10 routing protocols with one or multiple providers.

Note: Client administrators can configure new service requests to overflow to Teladoc Health providers, which requires a contract.

Routing Protocol Scenarios

Routing a new service request to “My practice's providers only”

Our client administrator has their practices providers scheduled in QGenda Scheduling and assigned to the GenMed service in Solo. The Service provides virtual GenMed coverage from 8:00 AM to 5:00 PM, Monday through Friday. The client administrator configures three groups of providers to "My practice’s routing protocol" with response time allowance configured between each routing protocol. When a new GenMed service request is added to the queue, the primary group of providers will be matched and notified, one-by-one, until either the new service request is accepted, or the configured Response time allowance expires. If none of the providers accept the new service request within the 25-minute response time allowance, then the secondary group of providers will be matched and notified one-by-one, and so on. In this case study, it is important to note that the service request will never be routed to a Teladoc Health provider.

Routing a new service request to “My practice’s providers are supported by Teladoc Health providers as a backup”

In this case study, the GenMed service is set up with a single routing protocol. Unlike the previous case study, there is no external scheduling system used and providers have manually indicated in the Solo availability control user interface they are available for consultation. Like the previous case study, the GenMed service wants to match any available providers to new GenMed service requests. Initially, the service request is routed to the client providers. The providers have a "Response time allowance" of 25 minutes to accept new GenMed service requests.  If the new service request is not taken within the configured response time allowance of the first routing protocol, it will then route (overflow) to a Teladoc Health provider group.

Note: The ability to route new service requests to a Teladoc Health provider group requires a client contract with Teladoc Health.

Immediately routing a new service request to Teladoc Health providers:

In this case study, our client relies exclusively on Teladoc Health providers to manage their new GenMed service requests across all states, available 24/7/365. By opting for "Teladoc Health providers only," every new service request is automatically flagged to route directly to a Teladoc Health provider group where they are managed by the Teladoc Provider Network.

Note: The ability to route new service requests to a Teladoc Health provider group requires a client contract with Teladoc Health.

P/N: PL016235.B