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HIP Order Submission User Guide

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Health Intelligence Platform

Order Submission
User Guide

Edited: January 2022

 

 

Table of Contents

Overview

This user guide covers the process of submitting orders to retrieve medical records through the Human API Health Intelligence Platform.

About Health Intelligence Platform

Human API’s Health Intelligence Platform connects and converts health data into actionable intelligence that accelerates underwriting, improves placement rates, and creates better customer experiences.

The Health Intelligence Platform is powered by a robust and comprehensive data network which includes access to electronic health records (EHR) networks, health information exchanges (HIEs), patient portals, and traditional Attending Physician Statement (APS) retrieval partners.

Order Submission

There are two ways of submitting orders manually through the Human API portal:

  • Individual Orders

  • Bulk Orders

Human API recommends choosing the method in which you will upload your orders depending on the volume of orders you will submit within a period of time.

Order Components

Fields

Consumer
Mediated

EHR Networks

HIE

APS

Order Type

Determines the data retrieval plan.
See here for options.

R

R

R

R

Unique Identifier

Must be unique for the order. Often based on the policy number or requirement ID.

R

R

R

R

Email Address

Required for Human API to engage the end user for consumer mediated retrieval or task resolution (Special Authorization Task).

R

R

R

R

Subscriber (optional)

List of names/emails of individuals who will receive status updates about the order. See more information about configuring notifications here.

O

O

O

O

Demographics

Name, DOB, and address of the patient.

O

R

R

R

HIPAA Authorization

PDF or TIF file of the HIPAA release form signed by the end user.

N/A

R

R

R

Providers

Name, organization, and address. Required for APS retrieval.

O

O

O

R

Individual Orders

Human API’s Health Intelligence Platform enables you to submit individual orders that create an invitation for a specific user or applicant to share their health data with your organization.

To submit an individual order:

  1. On your Human API portal, go to the Humans page.

  2. On the top right corner, click New Individual Order.

  3. Select the type of order you want to submit.
    For more information, see the Order Types section.

Image 1. New Individual Order page.

4. Fill out the personal and contact information of the applicant. A unique ID is needed, we recommend
using the policy number to identify the applicant.

Image 2. Personal Information on a new order page.

Note: You will not be able to submit an order if you don’t complete mandatory fields. For more information about mandatory fields, see the Order Fields section.

 

5. Upload the applicant’s signed HIPAA authorization form. Please note the file must be in PDF format
and under 10MB.

Image 3. HIPAA Authorization upload page.

6. If you need medical evidence from a specific provider, fill out the Providers section.

Image 4. Providers information page.

 

7. Click Create new order.

Image 5. Create a new order button.

 

8. To receive order updates, add a subscriber using the Add new person button (optional).

Image 6. Add subscribers to receive Order Updates.

Bulk Orders

Human API Health Intelligence Platform enables you to submit bulk orders to create invitations for multiple users or applicants to share their health data with your organization.

Before submitting a bulk order you need the following requirements:

  1. A CSV template
    - Use Human API’s CSV template. You can download the template directly from the platform or reach
    out to your Customer Success Manager to request the template.

    Note: We recommend setting up a daily extract out of your system that matches this template to
    make this easier to compile each day.

    - Use only one CSV template per bulk order.
    - The maximum order number per bulk upload is 100.

  2. Signed HIPAA Authorization form

- You can drag and drop multiple HIPAA authorization form files at once.

- Ensure the HIPAA authorization file names match the file names listed in the CSV file. For example, if your HIPAA authorization file name is 12345.pdf, the exact same name must be referenced in the CSV file.

To submit a bulk order:

  1. On your Human API portal, go to the Humans page.

  2. On the top right corner, click New Bulk Order.

Image 7. Humans dashboard page.

The following screen opens:

Image 8. New Bulk Order page.

 

3. If you don’t have a CSV template, click Download CSV Template at the bottom of the page.

4. Once you have the CSV file ready, click Choose files. Or drag and drop your CSV file and HIPAA authorization form files.

5. If your CSV is correct and matches the HIPAA authorization form file names, a Valid status appears. If the platform identifies errors, an additional CSV listing the errors will be available.

Image 9. Valid files for Bulk Upload page.

Note: To prevent errors in the CSV template, avoid deleting any column or column header. If you need to leave an empty field, avoid leaving blank spaces.

 

6. Click Create Orders.

Order More Evidence

After you submit an order and retrieve records from Human API you may decide that you need more information about the applicant.

To order more evidence within an existing order:

  1. Go to the Details page of your order.

  2. Click Order more evidence.

Image 10. Order more evidence button.

3. Select the type of evidence you need.

Image 11. Order type screen.

4. Personal information, Contact information, and HIPAA authorization are prefilled except for the Unique ID. Enter a new unique ID for this order.

5. Click Create new order.

Image 12. Create new order button.

6. A new order with the new unique ID is created.

Order Fields

For both Individual and Bulk Orders, you will fill out the required fields with information about the applicant.

Note: The mandatory fields may vary depending on the workflow or configurations for your organization. We recommend working with your Customer Success Manager to ensure which fields are required or mandatory for you.

Order Information

Key

Required

X

Recommended

R

 

Fields

Description

Example

Required EHR

Required APS

Portal

CommonWell

HIE

orderType

The order type, leave blank for default

no-contact

 

 

 

 

 

clientUserId

Your unique identifier of the user, such as the policy number

K123456

x

x

x

x

x

hipaaAuthorization

The file name for the order's associated HIPAA Authorization

K123456.pdf

x

x

 

 

x

autoInvite

Whether user emails are automatically sent to invite users to connect their patient portal(s). This configuration is ignored for `no-contact` order types. Default value is false.

TRUE

 

 

x

x

 

conditions

A list of underlying conditions or risk factors that are relevant to underwriting. Separated by semicolons (;)

COPD;Tobacco use

 

 

 

 

 

suggestedSources

A list of provider names, which we'll include in the invite email, separated by semicolons (;)

Maxwell Forrest MD.;Sutter health

 

 

 

 

 

User Information

Fields

Description

Example

Required EHR

Required APS

Portal

CommonWell

HIE

firstName

Given name

John

x

x

x

x

x

middleName

Middle name

Robert

 

 

 

 

 

lastName

Last (Family name)

Doe

x

x

x

x

x

ssn

The user's social security number or Tax ID

000-00-0000

R

 

 

 

 

dateOfBirth

The user's date of birth

06-29-1964

x

x

x

x

x

gender

"male" or "female"

male

x

x

x

x

x

clientUserEmail

Email address of the end user

johndoe@humanapi.co

x

x

x

x

x

phone

The user's phone number

555-42-4242

R

 

R

R

R

street1

The user's address

4125 Buttery Dr.

x

x

x

x

x

street2

The user's address (continued)

Apt 311

R

R

R

R

x

city

The user's city

Boise

R

R

R

R

x

state

The user's state (2 letter code)

ID

R

R

R

R

x

zip

The user's zip code

94555

x

x

R

R

x


Provider Information (Only Required For APS)

Fields

Description

Example

Required APS

provider1_Name

The healthcare provider's full name. May include title

Maxwell Forrest MD.

x

provider1_OrganizationName

The name of the facility or health system where the user received care

Boise Community Health

x

provider1_Street1

The healthcare provider's street address

1434 Blue St

x

provider1_Street2

The healthcare provider's street address cont'd

Suite 101

x

provider1_City

The healthcare provider's City

Boise

x

provider1_State

The healthcare provider's State

ID

x

provider1_Zip

The healthcare provider's Zip Code

94557

x

provider1_Phone

The healthcare provider's Phone Number

555-99-9999

x

provider1_Fax

The healthcare provider's Fax Number

555-123-4567

 

provider1_MRN

The patient's medical record number or identifier at this facility/health system

1234657

 

Producer Contact Details (optional)

Fields

Description

Example

subscriberEmail

Email address of the producer's firm contact

producer@humanapi.co

subscriberFirstName

first name of the firm's contact

Mary

subscriberLastName

first name of the firm's contact

Philips

subscriberOffice

Office code or agency code used by the carrier to identify the GA / producer

050


Vendor Specific Demographics

Fields

EpicCG

Veradigm

ReleasePoint

Datafied

Konza

Ciox

First Name

R

R

R

R

R

R

Last Name

R

R

R

R

R

R

Date of Birth

R

R

R

R

R

R

Gender

R

R

N/A

R

R

R

SSN

O

O

O

O

N/A

O

Day Time Phone

N/A

N/A

O

N/A

N/A

N/A

Phone

O

O

O

O

N/A

O

Street

O

N/A

O

R

N/A

O

City

O

O

O

R

N/A

O

State

O

O

O

R

N/A

O

Zip

R

R

O

R

N/A

O

Email

O

N/A

O

O

N/A

N/A

Fax

N/A

N/A

O

N/A

N/A

O

Provider Info

NPI

N/A

N/A

N/A

N/A

N/A

R

Provider Name

N/A

N/A

R

R

N/A

O

Provider State

N/A

N/A

N/A

R

N/A

O


R = Required
O = Optional

Bulk Order Tips and Tricks

When placing Bulk Orders, keep in mind the following:

  • In the CSV file, user information and gender fields input must be all lowercase (i.e. male). If you enter MALE or Male an error will be shown.

  • If the clientUserId is a numeric field with leading 0 (zeros), the CSV may truncate those zeros. This can be bypassed making the column a text format. This is not necessarily a quirk of our system but of MS Excel.

  • The filename of the hipaaAuthorization in the CSV file should match the name of the HIPAA file included in the case. So if the HIPAA file is named “abc.PDF” and the csv has “abc.pdf,” there will be an error message that reads: “Error: Did not find a match in CSV.”

  • When entering dates, avoid leading and trailing spaces.

    • Do not enter: [space]11-04-88

    • Enter: 11-04-88

      Make sure Excel is not converting the information to a date number behind the scenes.

  • When entering the Social Security number, do not use dashes in the field or it will be rejected.

    • Do not enter following this format: XXX-XX-XXXX

    • Enter following this format: XXXXXXXXX

Order Types

On Human API’s Health Intelligence Platform you can create different orders depending on your or your applicant’s needs.

The following are the most commonly used order types, however, you can work with your Customer Success Manager to customize your order types if needed.

Complete Medical Record

Orders medical evidence from the EHR network and/or APS, depending on availability.

Complete Medical Record - No Touch

Orders medical evidence from the EHR network and/or APS, depending on availability. No contact made with the applicant.

APS

Orders only an APS for the applicant.

Healthcheck Summary

Orders medical evidence from the EHR network only.

 

If you are submitting a Bulk Order, enter the order type with a specific value. There is no drop down menu.

  • Complete Medical Record (default) = <blank>

    • Please leave the field blank

  • Complete Medical Record No Touch = "no-contact"

  • APS = "aps"

  • Healthcheck Summary = "healthcheck"

Order Status

After submitting an order, you will be able to monitor the status of your order through the Humans dashboard page in the HIP portal and on each individual order.

When you look at the status on the Humans dashboard page, the following page appears:

Image 9. Humans dashboard page.

These are the different statuses that you can see on the Humans dashboard page:

  • Created: Human API has received the request, but have not started the order yet. Orders will only be in this state for a short time (< 5 minutes).

  • In Progress: An invitation to connect has been sent to the applicant and we have started the search for records through enabled data sources. We have received the order and are actively processing it.

  • Pended: The order is suspended due to a required input or decision. One or more tasks are open and need to be resolved. For more information about tasks, see the Tasks section.

  • Completed - Records Available: The order has been processed and Human API has delivered the medical records.

  • Completed - No Records: The order has been processed and Human API was not able to retrieve data within the allocated time frame.

  • Cancelled: The order has been terminated upon receiving a request from you. For more information, see Order Cancellation section.

 

You can also look at the status on each individual order and data network.

To monitor individual order status:

  1. Click the order you want to see to navigate to the Details page.

  2. Go to the Network Details section.

Image 10. Network Details page.

EHR Networks Status

  • Completed: The search process is completed and data was found.

  • Completed - No Data: The search process is completed but no data was found.

  • Pended: The EHR workflow is suspended due to a required input or decision. One or more tasks are open and need to be resolved. For more information about tasks, see the Tasks Types section.

  • In Progress: Human API received the order and is actively processing it. The search for EHR records has started.

  • Error: An error occurred while trying to retrieve the EHR data.

  • Not Started: The search process in Human API’s EHR network has not yet started.
    Note: Depending on the type of order, the EHR workflow may not ever start.

  • Cancelled: The customer has reached out directly to Human API to cancel the order and Human API successfully cancelled the order with the data source.

Patient Portal Status

  • Completed: The applicant successfully connected to Patient Portal and data was found.

  • Completed-No Data: An error occurred when attempting to connect the applicant or collect Patient Portal records.

  • Pended: The Patient Portal workflow is suspended due to a required input or decision. One or more tasks are open and need to be resolved. For more information about tasks, see the Tasks Types section.

  • In Progress: Human API received the order and is actively processing it. The connection and syncing of the Patient Portal records has started.

  • Error: An error occurred while trying to retrieve the Patient Portal data.

  • Cancelled: The customer has reached out directly to Human API to cancel the order.

  • Not Started: The applicant has not yet started the process of connecting to Human API’s Patient Portal.
    Note: Depending on the type of order, the Patient Portal workflow may not ever start.

APS Status

  • Completed: The APS retrieval process is complete and data was found.

  • Completed - No Data: The APS retrieval process is complete and no records are available.

  • Pended: The APS workflow is suspended due to a required input or decision. One or more tasks are open and need to be resolved. For more information about tasks, see the Tasks Types section.

  • In Progress: Human API received the order and is actively processing it. The search for and APS has started.

  • Error: An error occurred while trying to retrieve the APS.

  • Cancelled: The customer has reached out directly to Human API to cancel the order.

  • Not Started: The APS process has not yet started.
    Note: Depending on the type of order, the APS workflow may not ever start.

Order Cancellation

Human API is constantly working on adding and building on top of our existing products. We’re currently working on a cancellation feature.

To cancel an order:

Send an email to help@humanapi.co

Subject-line: Request to Cancel <<order identifier>>

In the Body, include:

- The order identifier

- Applicant’s first and last name

In some cases, there may be a fee charged for cancelled cases, particularly if APS retrieval has started.

Pended Cases

Human API’s Health Intelligence Platform integrates with multiple different sources of medical information. Each of these sources / vendors have different mechanisms and methods to indicate that retrieval is blocked and some action is required from the order submitter or from the applicant.

Human API transforms all of these various messages and consolidates them into four standard "Tasks" which then route through our platform.

Task Types

Sign Provider Authorization Form

When this task is triggered a special authorization form is required to be signed by the applicant. This task triggers an email sent directly to the consumer.

Fee Approval Request

When this task triggers an additional fee is required to release medical records. This task is sent to an underwriter to be approved or denied.

Order Information

When this task triggers there is missing or invalid order information. For example, the provider information necessary for an order may be incomplete.

Response Required

When this task triggers there is a question regarding the release of medical records. For example, if the patient can not be found at the designated facility, a question would be asked of how to proceed with the order.

Task Management

Each task will be surfaced in the Human API Portal. Additionally, each task type can be configured to:

  • Trigger an email to the applicant directly. Different email templates can be configured for each task, and include a link to the web app to resolve the pended task.

  • Email order subscribers. If applicable, the email will include a link to a webapp that allows the subscriber to resolve the task directly.. (See Subscriber / Producer Notifications below for more on notifications).

  • Trigger an API call / web-hook. Integrate into your workbench or source system. API payload includes a link which can be surfaced to users to enable them to resolve the task.

Reminders can also be set up on a schedule to help remind stakeholders that the case is still pended.

Subscriber / Producer Notifications

Subscriber or Producer notifications are an optional feature that allows the creator of the order to subscribe to third party agents using their email address. Human API will send emails to subscribers to keep them informed of the order status and enlist their help in unblocked pended states.

Subscriber Notifications are configurable at the client level. Each notification type can be enabled/disabled. Additionally, some notifications utilize customizable email content which should be reviewed during implementation / onboarding.

Notifications

Commonly Used?

Description

Options

Order Created

Yes

Sends when an order is created

On / Off

Order Completed With Reports

Yes

Sends when an order is resolved with reports available

On / Off

Order Completed Without Reports

Yes

Order is resolved but there are no reports (i.e., no data)

On / Off

Producer Subscribed

Yes

Sends when a subscriber is added to the order

On / Off

Special Authorization (Producer)

No

Sends to an agent when a special authorization is sent to the end user

On / Off

Order Cancelled

Yes

Sends when an order is cancelled

On / Off

Connect Invitation

No

Sends when the Patient Portal / Connect workflow begins (i.e., the initial email is sent)

On / Off

Connected Declined Notifications

No

Sends when the applicant declines connecting their Patient Portal; only matters if we have the decline workflow enabled on the landing page

On / Off

Connect Success Notifications

No

Sends when an applicant successfully connects their Patient Portal and reports successfully compile

On / Off

Order Switched to APS Notifications

No

Sends when the APS workflow begins; only matters if the Client App is configured for APS retrieval

On / Off

Connect Attention Required Notifications

No

Sends when no reports compiled successfully after the Patient Portal connection

On / Off

Connect Invitation Timeout Notifications

No

Sends if an applicant has not engaged with Connect after 2 days

On / Off

Connect Missing Provider Resolved Notifications

No

Not commonly used, but sends an email an email when Human API’s Operations team pre-seeds the data source into Connect

On / Off

Help

We’re here to help!

If you need assistance, reach out directly to our chat in the portal from 9:00am to 8:00pm ET or email us at any time at help@humanapi.co

 

 

 

 

 

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