Overview
To better protect your clients' PHI, your agency may enable the date of birth validation feature which will prompt for your client users* to enter their date of birth in two scenarios:
- When your client sets a password to register their patient portal account for the first time.
- When your client is resetting the password for their patient portal account.
*Note: only applies to client user accounts for the patient portal. Staff user accounts will be unaffected by this feature.
In order to successfully register their account or reset their password, the date of birth that the client enters must match the date of birth that your agency has entered on their client record.
If the client believes that their date of birth is incorrect, they must coordinate directly with the agency to ensure that it is corrected on their client record. Qualifacts Support staff are unable to access nor update the client record on the agency's behalf.
If a client makes too many incorrect attempts to enter their date of birth, their account will be locked for a period of 10 minutes. Please take extra care to ensure that dates of birth are entered accurately on the client record prior to sending an invitation to the patient portal to ensure that they have a smooth experience.
Quick Links ⚡️
- How Your Client Must Enter Their Date of Birth
- What Happens When a Client Enters Their Date of Birth Incorrectly
- CareLogic Users: What to Do When You Update an Incorrect Date of Birth on the Client's Record
- Credible Users: What to Do When You Update an Incorrect Date of Birth on the Client's Record
- What to Do If Your Client Is Locked out of Their Account
- What to Do When Multiple Client Records Are Using the Same Email to Login
How Your Client Must Enter Their Date of Birth
Note: there is a client-facing version of this guide linked here.
In the patient portal, the client must follow the format of MM-DD-YYYY when entering their date of birth, including the dashes. They must not include any spaces or letters.
The values for both month and day must have two digits, each.
The value for year must have four digits.
Please use the guide below for examples of incorrect and correct formatting:
Incorrect date of birth format | Correct date of birth format |
December 31, 2000 | 12-31-2000 |
Jun 15 1954 | 06-15-1954 |
Mar-1-1970 | 03-01-1978 |
8-1-86 | 08-01-1986 |
11291995 | 11-29-1995 |
What Happens When a Client Enters Their Date of Birth Incorrectly
First, ensure that your client has been using the correct format when entering their date of birth: it must follow the MM-DD-YYYY format. You may send them the how-to guide linked here which provides examples.
If your client has entered their date of birth using the correct format as in the green examples above, but they are shown the error message "Date of birth does not match our records," the next step should be to check that their date of birth is accurate on their client record.
CareLogic Users: What to Do When You Update an Incorrect Date of Birth on the Client's Record
If you update a client's date of birth on their client record because it was incorrect, you must then take an action to sync the update to the patient portal to overwrite the client's date of birth. To trigger a sync to the patient portal, you must do one of the following actions:
- Create a new appointment that will sync to the patient portal, e.g., a telehealth appointment.
- Cancel, or make an update to an existing appointment that was synced to the patient portal, e.g., updating the time or provider of the appointment.
If you simply update the client's record without following up with one of the above actions, the patient portal will not receive information about the new date of birth, and the client will continue to be prompted for the date of birth that was previously on their record.
Credible Users: What to Do When You Update an Incorrect Date of Birth on the Client's Record
If you update a client's date of birth on their client record because it was incorrect, you must wait up to 15 minutes for the changes to sync to the patient portal.
Until the sync pushes its updates, the patient portal will not receive information about the new date of birth and the client will continue to be prompted for the date of birth that was previously on their record.
What to Do If Your Client Is Locked out of Their Account
If your client makes 5 incorrect attempts to enter a date of birth over a short period, they will be temporarily locked out of their account for 10 minutes. This is a measure to prevent bad actors or bots from accessing an account through repeated guesses.
During the lockout period, they will be unable to make additional attempts to register their account or reset their password. Their attempts will reset after the 10-minute period has expired.
What to Do When Multiple Client Records Are Using the Same Email to Login
In the scenario where multiple client records are using the same email to access the patient portal - for example, when a parent is using their email to create accounts for themselves as well as their children - any date of birth associated with client records sharing that email will be accepted.
Comments
0 comments
Article is closed for comments.