If you’re using EMR Notifications for your Ocean eRequests and something doesn’t seem to be working, use this quick guide to check common causes and solutions.
Overview
EMR Notifications let Ocean automatically send updates (like referral messages, declines, or cancellations) to specific EMR users in your clinic.
Please refer to the articles below for detailed information on the setup and configuration steps:
Accuro Users: For more information regarding Sent eRequest configuration, please consult our guide: EMR Notifications for Sent eRequests.
Med Access Users: For more information regarding Sent eRequest configuration, please consult our guide: EMR Notifications for Sent eRequests.
Accuro Users: For more information regarding Received eRequest configuration, please consult our guide: EMR Notifications for Received eRequests.
Med Access Users: For more information regarding Received eRequest configuration, please consult our guide: EMR Notifications for Received eRequests.
Common Issues & How to Fix Them
Below are a few reasons why EMR Notifications might not be working and what to do if you see an alert in Ocean.
What it means:
Ocean automatically updates your EMR user list each time Cloud Connect syncs. When new EMR users are added, they will appear in Ocean as available options for EMR notifications.
- When an EMR user has been removed from your EMR system, Ocean will display a red exclamation mark icon labeled 'EMR user unavailable' . This visual indicator serves to highlight that the associated EMR user account can no longer be accessed.
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- In addition, Ocean will display a 'Warning: Invalid EMR user(s)' message to alert you that the selected EMR user is no longer valid.
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How to fix it:
- If the EMR user is still active in your EMR: Sign in to Ocean Cloud Connect and check that the EMR user is included in the “Sync EMR User(s)” list.
- If the EMR user is no longer active: Log in to the Ocean Portal and reassign the affected notification types to an active EMR user.
How does Ocean notify users:
If there’s an issue with your EMR notification setup, Ocean will send an email to:
- The affected user
- The site’s Clinical Administrator or Ocean Support Contact (if one is set up).
Note: If your site doesn’t have a Support Contact listed, the email will go to the Payer account for your Ocean site instead.
What it means:
An EMR user being used for notifications is still in your EMR but was un-synced in Cloud Connect, so Ocean can’t send notifications to that user anymore.
- When an Ocean user account has un-synced EMR user(s) selected for EMR Notifications, a red exclamation mark icon labeled “EMR user unavailable” will be displayed. This visual cue indicates that the linked EMR user is no longer synchronized with the EMR system.
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- In addition, Ocean will display a 'Warning: Invalid EMR user(s)' message to alert you that the selected EMR user is no longer valid.
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How to fix it:
- If the EMR user is no longer active: Log in to the Ocean Portal and reassign the affected notification types to an active EMR user.
How does Ocean notify users:
If there’s an issue with your EMR notification setup, Ocean will send an email to:
- The affected user
- The site’s Clinical Administrator or Ocean Support Contact (if one is set up).
Note: If your site doesn’t have a Support Contact listed, the email will go to the Payer account for your Ocean site instead.
What it means:
Your site has disabled Cloud Connect, which is required for EMR Notifications to work. When this happens, Ocean pauses notifications.
- The EMR Notification configuration page will indicate that Cloud Connect must be enabled, and no EMR notifications will be sent until Cloud Connect is turned back on.
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Note: Ocean will save your existing EMR Notification settings if Cloud Connect is disabled, so you won’t need to reconfigure them when it’s turned back on.
How to fix it:
Accuro Users: For more information regarding Sent eRequest configuration, please consult our guide: EMR Notifications for Sent eRequests.
Med Access Users: For more information regarding Sent eRequest configuration, please consult our guide: EMR Notifications for Sent eRequests.
Accuro Users: For more information regarding Received eRequest configuration, please consult our guide: EMR Notifications for Received eRequests.
Med Access Users: For more information regarding Received eRequest configuration, please consult our guide: EMR Notifications for Received eRequests.
Still having Trouble?
If you’ve reviewed the steps above and are still seeing issues:
- Confirm that your EMR user list in Cloud Connect is up to date.
- Make sure Cloud Connect is enabled and syncing properly.
- If you continue to see “EMR user unavailable” messages, contact Ocean Support for assistance