As your organization evolves, you may need to expand your Artera Enterprise with new Practices, Locations, or lines. To request these additions, please submit a Lines and Resources request. 

Line and Resource requests can take up to two weeks to complete, so be sure to allocate enough time ahead of your go-live to submit your request.

What can I request through Lines and Resources form?

Use the Lines and Resources Request form to:

• Add a location to a new or existing Artera Practice

• Map an existing Location to a different Artera Practice

• Add or edit an outgoing phone line (or add or edit call-forwarding for a line)

• Submit a bulk request (use this option when you have five or more of the above requests or need to add a new Practice).

• Provide a patient or appointment load

• Submit a Call-Forwarding Request

• Request a Location to Practice Mappings Report

• Block a spam caller/texter

Tip: On the form, use the "Additional Details" box to include any needs unique to your needs.

Adding a new Practice?

Begin by creating a new Practice in Artera, then submit a request to add a new Location. If you need to add 5+ new Locations to the new Artera Practice, submit a Bulk Request.

Add or Move a Location

When adding a new Location, you will also need to provide a Future Appointment Load file if the Location already has future booked appointments. Click here for instructions. 

Add or Edit Line

When requesting a new line, you can have Artera purchase a new number for you (at no additional cost), or text-enable a landline that you already own. Click here to learn more about adding new lines.

Once requested, you can add the line to the Practice and update the Staff User visibility before the text-enablement process is completed. 

After the text-enablement is complete, you will need to review your Triggers and configure the line’s associated Resources. 

NOTE: Lines that have not been used to send messages or phone calls in the last three months will be deactivated by Artera. To reactivate a deactivated text-enabled line, please submit a Lines & Resources Request to the Artera Support team. If a purchased line is deactivated, Artera can attempt to reactivate it but cannot guarantee that we can procure the same number.

Bulk Requests

If you need to add or move more than five Locations or lines, use the Bulk Request option on the form. 

Linked within the form is a Bulk Request Upload Template that will intake information on Locations and lines that need to be processed. Fill out the template and upload it to the Lines and Resources request form under the Submit a bulk request option.

Provide a Patient or Appointment Load

The Lines and Resources request form links to a Patient Load Template you can use to provide details for patients not yet in your Artera environment. Fill out the template, then return to the form and choose Provide a Patient or Appointment Load, followed by Patient Demographic Information for a Campaign. Upload the completed template and submit your request.

The Lines and Resources request form links to an Appointment Load Template you can use to upload future appointments to backfill an Artera Practice. Fill out the template, then return to the form and choose Provide a Patient or Appointment Load, followed by Future Appointments to Backfill an Artera Practice. Upload the completed template and submit your request. 

Call-Forwarding Request

If Artera has purchased a text-enabled line for your Practice, you can forward inbound calls to a different number. On the Lines and Resources request form, choose Add or edit an outgoing phone line, then choose Add or edit call-forwarding for a line and submit your request.
NOTE: Purchased numbers that are not forwarded to another destination will drop any inbound calls. 

Location to Practice Mappings Report

If you would like to identify all the Locations mapped across your Artera Practices, you can request a Location to Practice Mappings report. This .csv report will include the following information:

• Artera Practice ID

• Artera Practice Name

• Location External ID (from your EMR)

• Location Name, as used by {eventLocationName} unless overwritten in Artera

• Alternate Name, as used by {eventAltLocName}

• Group Name, as used by {eventGroupName}

• Location Phone Number, as used by {eventLocationPhoneNumber}

• Location Address, as used by {eventLocationAddress}

This report does not include any other information regarding Providers, Events, or Triggers in the Artera Practices. 

Block a Spam Caller/Texter

You can request to block a spam number by submitting a case for Artera to block all messages from that phone number. This can be applied to all or specific lines in your Artera Enterprise and can be lifted at any time with a new Support Case. 

Artera can only block incoming SMS for phone numbers that are owned by your organization. Artera is unable to block incoming calls for numbers that were text-enabled and are still owned by your organization and not purchased by Artera. If you would like to block incoming calls, you will need to request this with your telecom provider. 

Track Request Status

Use the Case Portal to track the status of your Lines and Resources Requests. 

1. First, log into the Resource Center. 

2. Select the Manage Open Cases button.

3. Your Open Cases will display with a status.