Customer Success Office Hours
At Amwell, we digitally empower our customers’ healthcare ambitions, enabling better outcomes for all.
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For real-time updates on outages and interruptions, please refer to our partner page statuses. Healthcare Data & Lab ServicesHealth Gorilla- Lab Ordering: Network StatusPayment ProcessingStripe- Patient Payment: Network StatusClaims and Real-time Eligibility Availity- Patient Eligibility: Network Status Change Healthcare- Patient Eligibility and Claims: Network StatusCommunication & CollaborationTwilio-: Video, Voice, Messaging and SMS services: Network StatusClinical Documentation & PrescriptionsDr. First- Prescription Ordering: Network Status Infrastructure & Security ServicesCloudflare: Network StatusBy staying informed through our partner status pages, we can work together to ensure a smoother experience for everyone involved.
In an era where digital healthcare is becoming increasingly paramount, engaging healthcare providers and facilitating scalable telehealth adoption are crucial for effective patient care and streamlined clinical workflows. 📈Leverage Real-Time Reporting with Looker: Utilize Looker to provide real-time reporting and analytics. This ensures providers have access to up-to-date data and insights right at their fingertips. These real-time reports can help identify areas needing attention and track progress, making it easier for providers to manage patient care effectively and efficiently. Need help navigating Looker? Check out our recorded sessions:👇Home Looker: Training Videos Converge Looker: Health System Trainings🔄 Integrate into Regular Workspace and Workflows: Seamlessly integrate telehealth tools into the existing workspace and workflows of your providers. This minimizes disruptions and helps them stick to their usual routines while adopting new technologies. Whether it's integratin
Join Us for Customer Success Office Hours! This is your dedicated space to ask questions, seek guidance, and connect with our team. We're here to provide personal insights and support to ensure you make the most of your Amwell experience. How to ParticipatePlease visit our Office Hours conversation to submit your questions and we'll tackle them live during Office Hours! Upcoming Sessions July 24, 2025Register: Customer Success Office Hours Please submit your questions in advance hereJuly 31, 2025Register: Customer Success Office Hours Please submit your questions in advance here Past Sessions July 17, 2025 - Introduction to Amwell Navigate+ Live Q&ADid you miss this session? Catch up here!July 10, 2025 - Support Best Practices + Live Q&ADid you miss this session? Catch up here!July 3, 2025Note: No session on July 3 due to the 4th of July holidayJune 26, 2025 - Ask Me Anything Did you miss this session? Catch up here!
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Your experience with Amwell just got easier to navigate. Explore the tools below to get the most out of your Amwell experience. 1. Customer Support Portal: How-To Guide Learn how to create and manage support cases with ease. This step-by-step guide walks you through using the Support Portal to ensure faster resolutions and better tracking. 👉 How to Use the Amwell Customer Support Portal 2. Ask Questions, Get Answers: Join a user group!Join one of our product specific user groups here in the Amwell Customer Community to troubleshoot and share insights with your peers!👉 Connect with your peers - join a group today! 3. Community Registration: Join the Conversation Not registered yet? Let’s fix that! Discover how to access the Amwell Community where you can explore release notes, ask questions, and connect with fellow users. 👉 Have You Registered Yet? Your Community Awaits 4. StatusHub: Stay Ahead of Service Disruptions Subscribe to real-time updates on Amwell platform performa
You’re Officially Invited… but now you need to RSVP!Make sure to register and login to the Amwell Customer Community to unlock all that we offer! What’s inside?Product Release Notes: Stay informed with access to the latest Product Updates. Support: Submit and monitor Support Cases with our Customer Support. Grow with us: Sign-up for events and other trainings, designed to help you maximize the value of the Amwell platform. Engagement Hub: Access the marketing solutions designed specifically for you. Join Our Groups: Ask questions, get information, and share best practices and ideas to foster collaboration. Converge SilverCloud Automated Care Home Hospital Devices How to Sign UpIt’s easy and takes less than a minute! (Seriously. 60 seconds. Maybe 45 if you’re fast.)Click “Log in or Register” in the upper right corner Select “Create an Account”, fill in your details, and click “Register” Check your inbox for an activation email, then click “Verify account” Accept the “Terms of
The Amwell Customer Support Portal is your direct line to technical assistance when something isn’t working as expected. Whether you're having trouble during a visit, experiencing audio/video issues, or need help with a device, the portal is the fastest and most efficient way to get support. Use the portal to: Submit support cases with the required details to help our team investigate Upload screenshots or documents related to the issue Track your case status in real time using the Case Tracker Communicate directly with Support for updates and resolutions Using the structured intake form ensures your request is routed to the right team with the right context - eliminating back-and-forth and speeding up resolution. To avoid delays, please do not submit technical issues via email or report them to your Account Team. Use the portal for full case tracking and faster resolution. Create a case if: You’re experiencing technical issues (e.g., login errors, visit disruptions, video/audio p
StatusHub is Amwell’s central dashboard for tracking planned and unplanned service impairments for Converge, Hospital, and Automated Care customers. StatusHub is publicly accessible and can be viewed by navigating to https://status.amwell.com. Customers may also subscribe to receive notifications via email and/or text for scheduled maintenance or system impacts. Subscribe to Notifications in StatusHub Go to StatusHub: Navigate to https://status.amwell.com. Select ‘Subscribe’: Click on the ‘Subscribe’ button located in the top banner bar. Choose Subscription Method: Select your preferred method of receiving notifications (phone, email, etc.).Contact Information: Enter your contact details. For example, if you choose to receive SMS updates, enter your phone number. Agree to the terms and conditions by selecting the checkbox. Click ‘Next’ to continue. Select Components or Services: Choose the specific components or services you wish to receive updates on. Minimize Notifications (Opt
Join us for an interactive training session where you you will learn about the SilverCloud platform and programmes, examine research & evidence to support digital interventions and discover the role of a supporter and best practices for supporting clients through the SilverCloud platform. You will leave this session with a rich understanding of:The breadth of the SilverCloud Platform How SilverCloud can be delivered in different pathways and who are suitable users for the platform The evidence base behind SilverCloud and how iCBT compares to other forms of therapy The supporter role and best practices of asynchronous support How to explain SilverCloud to clientsThe session will be led by a Customer Success Manager who is an expert in SilverCloud and can answer any question you have. Pre-requisite: No pre-requisites are required but we highly recommend completing our e-learning training via Amwell Academy before joining this training to ensure you have a baseline understanding of th
You’ve made it! We’re excited to have you participate in this founding member launch. Next Steps:Navigate to the Groups page Join the private “Founding Member” user group. This is where you can leave feedback about your experience and how we can enhance the community. Thank you for your participation and feedback as we work to enrich the community!
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