Clearwave Services Descriptions

Attachment A: CLEARWAVE SERVICES DESCRIPTIONS

v.1.1

Clearwave may offer all or any combination of the services (“Services”) listed below pursuant to the Agreement(s).

1. Clearwave Scheduling
   • 1.1. Patient Self-Scheduling. Online scheduling lets patients self-schedule their appointment(s) 24/7, combining patient needs with your business logic, provider clinical expertise, personal preferences and availability.
     • A) Insurance Eligibility Check. Includes real-time eligibility, which will trigger at the time the insurance data is entered into the session. The resulting eligibility status is consumed by the scheduler, and workflows can be modified based on status. No parsed eligibility details are displayed to the patient.
     • B) Multi-Factor Authentication (“MFA”). Provides the ability for a patient to receive a text message with a unique number to authenticate themselves during the self-scheduling process. Implementation and use of MFA is required for Provider and patient access to and use of the Patient Self-Scheduling service.
     • C) Clearwave NextUp. Appointment waitlist feature that allows patients to submit a request during the self-scheduling process to be added to the waitlist for a specific, currently unavailable, appointment with Provider. If the requested appointment subsequently becomes available, the first patient on the waitlist will be automatically notified of the now-available appointment by text message, email, and/or interactive voice message depending on the then-current options for NextUp notice delivery and the patient’s previously selected communication preferences. If the patient chooses to reject the now-available appointment or fails to accept or reject the now-available appointment within the allotted time period, the next patient on the waitlist (if any) will automatically be notified of the now-available appointment. Notices sent via text message and/or email can be configured to include a self-scheduling link that the patient may use to confirm/accept or reject the now-available appointment. If the patient previously scheduled another appointment with Provider for the same service, in conjunction with their acceptance/confirmation of the change to the now-available appointment, such patient will automatically receive an additional follow-up message that lets the Patient cancel or keep their previously scheduled appointment.
     • D) Clearwave Linked Appointments. Linked appointments from Clearwave allows patients or staff to easily book appointments and secondary services back-to-back or within a close time period. Both parties can easily modify these bookings as one entity for simplified cancellation or rescheduling needs.
     • E) Google Analytics. Google Analytics is used to power the Self-Scheduling Usage Report. A user action tracking report can be generated for self-scheduling via the Provider's Google Analytics account and Dashboard. This report offers insights into the frequency with which users complete specific actions within the application, as well as the number of times a particular action is performed. It's important to note that Google Analytics, the technology underpinning this tracking, is not compliant with HIPAA regulations. Clearwave does not collect any PHI (as defined above) as part of this report.
     • F) Languages. Translations for supported languages for standard scheduling screens are included at no additional cost. Provider may request examples of standard scheduling screens.
       Provider is responsible for supplying and maintaining translations for any custom questions, screens, and forms they wish to include. Clearwave is not accountable, and bears no liability, for the accuracy, legality, or completeness of translations provided by the Provider or any information contained therein.
       Provider has the option to include additional languages through an additional Agreement. When Provider requests additional languages, Clearwave will provide a list of available languages upon request.
   • 1.2 Call Center.Includes an interactive guided scheduling script that presents scheduling agents with matched provider and appointment availability.
     • A) Insurance Eligibility Check for Call Center. Real-time eligibility will trigger at the time the insurance data is entered into the session. The resulting eligibility status is consumed by the scheduler, and workflows can be modified based on status. Eligibility status, copay and remaining deductible are displayed to the call center user.
     • B) Clearwave Linked Appointments. Linked appointments from Clearwave allows patients or staff to easily book appointments and secondary services back-to-back or within a close time period. Both parties can easily modify these bookings as one entity for simplified cancellation or rescheduling needs.
   • 1.3 Integration, Implementation and Training for Self-Scheduling and Call Center. A dedicated project manager will be assigned to the project and will walk through all the details surrounding the project in a kickoff meeting. Clearwave’s Scheduling training includes a detailed review of appointment scheduling workflows.
2. Clearwave Eligibility
   • A) Insurance Eligibility Verification. Includes real-time insurance eligibility verification and benefit details for primary, secondary, and tertiary Payors (as defined below), as well as alerts that highlight discrepancies between the data submitted for verification and returned by Payors. Eligibility results are stored for one (1) year and accessible via the Provider Web Portal (as defined below).
   • B) Integration, Implementation and Training. A dedicated project manager will be assigned to the project and will walk through all the details surrounding the project in a kickoff meeting. Clearwave’s Eligibility Only training includes a detailed review of eligibility verification and the dashboard.
   • C) Management and User Reporting. The Provider Web Portal (as defined below) has reporting capabilities and tools that allow Provider to obtain detailed and summary information on patient activity, productivity, eligibility information, duplicate patients and other reports. Additional details shall be set forth in the applicable Agreement(s).
3. Clearwave Registration and Clearwave Communications
   • 3.1 Clearwave Registration. Clearwave Registration (formerly known as “Clearwave Connect”) allows patients check-in for their appointment by combining some, or all, of the following services:
     • A) Insurance Eligibility Verification. Includes real-time insurance eligibility verification and benefit details for primary, secondary, and tertiary Payors (as defined below), as well as alerts that highlight discrepancies between the data submitted for verification and returned by Payors. Eligibility results are stored for one (1) year and accessible via the Provider Web Portal (as defined above).
     • B) Pre-Check. Includes a process that allows patients to complete most of the registration and clinical intake paperwork from home on any personal device (i.e., computer/online, Smartphone, etc.). Pre-Check includes up to four (4) appointment reminders (via text message and/or email) for each patient appointment.
       APPOINTMENT REMINDERS USED FOR PRE-CHECK ARE NOT TO BE USED FOR COMMUNICATING PERSONAL HEALTH INFORMATION (“PHI”) (AS DEFINED BELOW). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA AN APPOINTMENT REMINDER FOR PRE-CHECK.
     • C) Self-Service Patient Registration.  Includes self-service software that allows patients to complete the patient registration and check-in process via the patient’s personal smartphone, a Kiosk (as defined on Attachment C), or Provider’s own iPad (as defined on Attachment C).
     • D) Credit Card Processing. Allows patients to enter their credit or debit card on patient’s personal smartphone, tablet, a Kiosk (as defined on Attachment C), or Provider’s own iPad (as defined on Attachment C) to pay for copays, service fees, and outstanding balances. If Provider is using a merchant acquirer other than Rectangle Health, InstaMed, or ModMed Pay, Provider will need to either contract with Rectangle Health for Credit Card Processing via Smartphone, tablet, a Kiosk (as defined on Attachment C), or Provider’s own iPad (as defined on Attachment C) or, depending upon the payment processor used by Provider’s existing merchant acquirer, Provider may be able to use Rectangle Health’s BridgePay gateway to process payments via Smartphone, tablet, a Kiosk (as defined on Attachment C), or Provider’s own iPad (as defined on Attachment C). All other payments including Kiosk (as defined on Attachment C) payments will be processed through a Clearwave supported merchant acquirer.
     • E) Clearwave Surveys. Use custom fields and visit rules to create post-visit surveys that are emailed to the patient on a configurable interval. Answers are then visible on the patient visit and in the Question Statistics Report.
     • F) Languages. Translations for supported languages for standard Self-Service Device screens are included at no additional cost. Provider may request examples of standard Self-Service Device screens.
       Provider is responsible for supplying and maintaining translations for any custom questions, screens, and forms they wish to include. Clearwave is not accountable, and bears no liability, for the accuracy, legality, or completeness of translations provided by the Provider or any information contained therein.
       Provider has the option to include additional languages through an additional Agreement. When Provider requests additional languages, Clearwave will provide a list of available languages upon request.
     • G) Integration, Implementation and Training. A dedicated project manager will be assigned to the project and will walk through all the details surrounding the project in a kickoff meeting. Clearwave’s Registration training includes a detailed review of eligibility verification, the dashboard and registration. Training is inclusive of customized workflows.
     • H) Management and User Reporting. The Provider Web Portal (as defined above) has reporting capabilities and tools that allow Provider to obtain detailed and summary information on patient activity, productivity, eligibility information, duplicate patients and other reports.
   • 3.2 Clearwave Communications. Clearwave Communications allows Provider staff to communicate with patients utilizing one, or all, of the following services:
     • A) Message Volume Allotment. Provider shall be entitled to the number of messages (including text messages and interactive voice messages) per month described in the Agreement(s) for no additional fees. Any overage of allotted number of messages could result to additional fees.
     • B) Two-Way Text Messaging. The Two-Way text messaging feature allows patients to send a text message to a designated number, which is provided by Clearwave to Provider using a local area code. The patient will receive an email and/or text message notification from Clearwave on the morning of the patient’s appointment, alerting the patient to send their name and appointment time upon arrival at Provider’s location to the designated number provided by Clearwave.For the best results, Clearwave recommends that Designated Users (defined below) accessing and/or utilizing the text messaging feature for or on behalf of Provider should use the Google Chrome web browser (“Chrome”) to take advantage of a Chrome extension. The Chrome extension allows Designated Users to stay within the Provider Web Portal (defined below) and see alerts in the Chrome browser window when a text message is sent. Designated Users can click on the icon and read and respond to the text message without leaving the Provider Web Portal. Provider may elect to use other web browsers but will need to use the text message request dashboard within the Provider Web Portal to send text messages. TWO-WAY TEXT MESSAGING IS NOT TO BE USED FOR COMMUNICATING PHI (AS DEFINED ABOVE). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA TWO-WAY TEXT MESSAGING.
     • C) Clearwave Reminders. Automated patient appointment reminders are communicated via email, text message, or interactive voice message (“Clearwave Reminders”). Clearwave Reminders allow Provider to keep patients and schedules optimized and on track while simultaneously reducing patient no-shows. This feature allows patients to confirm appointments and submit requests to reschedule and/or cancel appointments or to opt-out of from receiving Clearwave Reminders. Clearwave Reminders are configurable and automated based on location, specific provider, or appointment type.
       CLEARWAVE REMINDERS IS NOT TO BE USED FOR COMMUNICATING PHI (AS DEFINED ABOVE). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA CLEARWAVE REMINDERS.
     • D) Clearwave Recalls. Allows Provider to keep patients and appointment calendars on track with automated digital prompts for follow-up appointments (“Clearwave Recalls”). This feature allows Provider and its Designated Users to set automated alerts for patients who have checked in for an appointment with Provider using the Services but who have not yet scheduled a follow-up visit. Providers are able to target specific appointment types to fill future time slots and optimize schedules.
       CLEARWAVE RECALLS IS NOT TO BE USED FOR COMMUNICATING PHI (AS DEFINED ABOVE). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA CLEARWAVE RECALLS.
     • E) Clearwave Real-Time Texting. There are two methods to use Real-Time Texting; batch and from internal events. Batch allows a practice to send Clearwave a batch text file with phone numbers and messages that it would like texted to those numbers. Internal Events trigger a text message to the patient from an internal event within the Dashboard, like a tracking status change. Note, the messages do not show on the patient visit in the Dashboard.
       CLEARWAVE REAL-TIME TEXTING IS NOT TO BE USED FOR COMMUNICATING PHI (AS DEFINED ABOVE). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA CLEARWAVE REAL-TIME TEXTING.
     • F) Clearwave Message. Includes access to messaging services that allow Provider and Designated Users to communicate with patients at scale by email, text message, or interactive voice message (“Clearwave Message”). The Clearwave Message feature allows Provider and Designated Users to quickly send out important messages, alerts, or patient services notifications. With Clearwave Message, Provider will be able to rely on easily configurable messaging, logic, and patient/patient population targeting capabilities, and will have access to an overview of messaging activity to see where follow-up may be needed.
       CLEARWAVE MESSAGE IS NOT TO BE USED FOR COMMUNICATING PHI (AS DEFINED ABOVE). PROVIDER ASSUMES ALL RESPONSIBILITY IF PHI IS TRANSMITTED VIA CLEARWAVE MESSAGE.
     • G) Communication Disclaimer. By agreeing to use Clearwave Communications, including text message and voicemail services, Provider acknowledges that they are required to receive consent from each patient for Clearwave’s communication services. Message frequency varies on the number of appointments applicable to each patient.  Standard text messaging and data rates may apply. Patients are requested to reply "STOP" to opt out of messaging.
4. Kiosk Self-Service Devices - Clearwave offers two (2) different forms of Self-Service Devices which may be implemented at Provider locations as outlined in the Agreement(s) and as described in the Self-Service Device Addendum attached hereto as Attachment C for the following types of Self-Service Devices: (a) Standalone Kiosk and (b) Tabletop Kiosk.
   • A)Self-Service Patient Registration via Kiosk. Includes self-service software that allows patients to complete the patient registration and check-in process via a Kiosk (as defined in Attachment C).
   • B) Standard Credit Card Processing via Kiosk. Allows patients to enter their credit or debit card at the Kiosk (as defined in Attachment C).
5. Other Clearwave Services
   • 5. 1 Clinical Intake¹. Clearwave can collect clinical intake data as part of the pre-registration process through a clinical data intake application. Once the patient completes filling in the data, clinical intake data can be passed back into Provider’s PMS, EHR, and/or other health information system (“HIS”). The Dashboard shows an indication of this clinical intake form completion for staff to manage after the pre-registration is completed.
     • A) Integration, Implementation and Training. Additional Clinical Intake Forms, post-implementation, will be priced at $1,000 per form to cover the costs of design, development, and quality assurance.
     • ¹ Discrete Clinical Data Intake is not available for all Provider PMS, EHR, and/or HIS platforms.
   • 5.2 Integration Upgrades. Clearwave will perform remote (web-based) implementation, integration and training as set forth in the applicable Agreement and as may be described in further detail in an applicable attachment(s) to the Agreement(s). Additional training hours, PMS Upgrade Hours, server migration, and customized integration hours can be purchased from Clearwave by Provider, if needed, pursuant to a separate Amendment and/or SOW. Provider must contact the applicable PMS provider or third-party server host to determine whether additional costs will apply to complete the integration/migration. Provider is responsible for any additional PMS provider or third-party server host costs for such integration/migration. Clearwave shall not be responsible for payment of any such additional integration/migration costs.
   • 5.3 Two-Factor Authentication (DUO). If selected by Provider, Clearwave includes a two-factor authentication (2FA) process for Designated Users (as defined below) to strengthen access security to the Provider Web Portal (as defined below) requiring two methods to verify a Designated User’s identity. These factors include a username and password and tools to restrict access to a specific network and require a second factor––like a Smartphone app––to approve authentication requests outside such specific network. At the end of each quarter during the Term (as defined below), Clearwave will review the number of enabled unique Designated User logins for Provider and invoice Provider for the upcoming quarter at the per-month rates set forth in the applicable Agreement. Provider should actively manage Designated User logins and disable them as soon as a Designated User leaves Provider’s employment or otherwise no longer needs access to the Provider Web Portal. For purposes of calculating the amount of Provider’s quarterly payment, Designated Users disabled by Provider before the fifteenth (15th) day of a calendar month will be excluded from the total enabled Designated Users for such month.
   • 5.4 Single Sign On (Okta). If selected by Provider, Clearwave can leverage a customer’s Okta account to authenticate users into the Clearwave Dashboard and Scheduling applications. When enabled, the user access into Clearwave is controlled by Okta through their user account provisioning, removing the need for the user to maintain a separate login for the Clearwave applications. Clients are responsible for managing their Okta account and providing appropriate integration credentials to Clearwave upon setup. At the end of each quarter during the Term (as defined below), Clearwave will review the number of enabled unique Designated User logins for Provider and invoice Provider for the upcoming quarter at the per-month rates set forth in the applicable Agreement. Provider should actively manage Designated User logins and disable them as soon as a Designated User leaves Provider’s employment or otherwise no longer needs access to the Provider Web Portal. For purposes of calculating the amount of Provider’s quarterly payment, Designated Users disabled by Provider before the fifteenth (15th) day of a calendar month will be excluded from the total enabled Designated Users for such month.
   • 5.5 Advanced Payment Processing Features. If included in the Agreement, Clearwave shall provide advanced payment processing features, including Clearwave’s Credit Card on File, allowing Provider to securely store a patient’s credit card and process a payment using this stored card in Clearwave at the point of service. Other advanced payment processing features available include Point-to-Point Encryption (P2PE) and EMV devices for Kiosks (as defined on Attachment B) through AxiaMed, Modernizing Medicine, or Freedom Pay’s, gateways. Further details about additional advanced payment processing features are set forth in the applicable Agreement.
   • 5.6 Vision Service Plan (“VSP”) Authorizations. VSP Authorizations allow the Provider to request VSP Authorizations from VSP via the Provider Web Portal (as defined below) or via batch if selected by Provider. Provider will be billed for VSP Authorizations based on the allocated number of VSP Authorizations included in the Agreement. Any overages will be reviewed at the end of each calendar year and billed to Provider if applicable.
   • 5.7 Professional Services. Professional services fee for clients who need best practices training and support.

Additional Work Items or Services. Provider and Clearwave may enter into a separate written Agreement for any additional Services or additional work items not set forth in the Agreement. Alternatively, the Parties may enter a separate Agreement for such additional items.