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FAQs

Answers to the most frequently asked questions. Can't find what you are looking for? Ask the community!

  • 44 Topics
  • 21 Replies
44 Topics
mbroy
TigerConnect Community Manager
mbroySupervisor, Client Care
published in FAQs
How do I resolve missing or re-appearing messages?F.A.Q.

If you are experiencing an issue where you receive a notification(s) that there is an unread message in your Inbox, but when you launch the application there is no visible unread message despite a visible badge showing, please contact our Client Care team for immediate resolution. They will capture the information for analysis, clear the message notification, and ensure your issue is resolved. This is known issue and is actively being worked on by our teams. To resolve issue yourself, please follow the steps below: Log out of the TigerConnect app by clicking on Settings option located at the bottom right corner within the app > Scroll down and click Log Out. Uninstall the TigerConnect app (make sure you first log out before uninstalling).  Open the App Store, search for TigerConnect and install our latest version of the app.  Log back into your TigerConnect account.  Upon logging back into your account the "unread" messages should make themselves visible.  If the issue persist

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Michelle
TigerConnect Employee
MichelleCommunity Manager
published in FAQs
How do I manage push and audio notifications on an iOS (Apple) device?F.A.Q.

There are two locations on your iOS device where TigerConnect notifications can be turned ON or OFF. Follow the below directions to ensure successful delivery of message notifications: Check within the TigerConnect application.   Go to the TigerConnect Inbox and tap on Settings (gear icon) located in the bottom-right corner of the screen.  Tap Alert Sound. Tap your desired Alert Sound for TigerConnect. Tap the back arrow ( < )  to save the changes in TigerConnect to return to your Settings. Tap Inbox or Directory to continue messaging within TigerConnect. Go to your general iPhone settings. Make sure you are on your iPhone's home screen (click the circular Home button at the bottom of the screen). Tap Settings (grey gear icon). Tap on the Notifications tab.   Scroll through your list of applications, locate and tap TigerConnect. Make sure the following are turned to ON (will appear green if ON): First, ensure Allow Notifications is turned ON, and enable any of the

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mbroy
TigerConnect Community Manager
mbroySupervisor, Client Care
published in FAQs
How can I change the notifications on my mobile device?F.A.Q.

As you use TigerConnect, there are a few things that you should configure on your mobile device Settings as well as within the TigerConnect application that will help ensure messages deliver in a timely fashion. iOS devices To help ensure reliable message delivery on your iOS device, enable Background App Refresh, disable Low Power Mode, and enable notifications. When these are set, you can configure your settings by:Clicking Settings (gear icon) at the bottom right corner Customizing your DND, Override, and sound settings for your deviceThis video will help guide you through the process of changing your notifications for iOS devices. Android devices There are more than 6,000 Android devices. The Android Settings provided below capture a few of the major features that Android devices have in the way of battery preservation and notification optimization. Some settings may not apply to your device. Android devices typically allow deep customization regarding battery preservation and noti

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mbroy
TigerConnect Community Manager
Michelle
TigerConnect Employee
MichelleCommunity Manager
published in FAQs
How do I set up a TigerConnect account?F.A.Q.

All TigerConnect accounts are created and managed by your company’s Helpdesk or designated administrator. Please contact your Helpdesk or Supervisor to submit a request for access to TigerConnect. The turnaround time to process your new account request will vary by organization. To simplify the login process, your organization likely used the same credentials you use to access your workstation and work email. Try to login using your email address or username combined with your network password. If you are unable to login, please contact your Helpdesk to request a password reset. If your organization does not manage your login credentials using Active Directory (network password), you can initiate a password reset by clicking here. For step-by-step walkthrough on how to log into your TigerConnect please visit this article: To submit a ticket to our Client Care team, click here and use the “Contact Support” form.

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Michelle
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
How do I reset or change my TigerConnect password?F.A.Q.

If your login are managed by your organization through Active Directory, you will need to contact your company’s Helpdesk to request help resetting your password. TigerConnect is unable to reset passwords for accounts managed through Active Directory.If your login credentials are not managed by your organization, then you can request a password reset using one of these steps:  You can click on the 'Forgot Password?' link provided on the password page (you will need to enter your email address correctly on the first page to reach the 'Enter your password' screen).  Alternatively, from a desktop computer open a web browser, navigate to https://login.tigerconnect.com/app/forgot/ to enter your work email address and click on Begin Password Setup.  An email containing a link for password setup will be sent (check junk folder just in case).  TigerConnect Password requirements: Minimum 8 characters At least one capital letter At least one special character (!,@,#,$, etc.)

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Nathan
TigerConnect Employee
A
Anonymous
published in FAQs
How do I enable dark mode on desktop and web browser?

Dark Mode is now available in our Clinical Collaboration Platform desktop and web applications. Dark Mode changes the color theme across our user interface from light to dark, providing a more comfortable viewing experience in low-light environments. Follow the steps below to enable dark mode.NOTE: We will provide updates in the future on the availability of Dark Mode on TigerConnect mobile apps.  1. Tap on your name at the upper right corner of the screen   2. Tap on Profile Settings   3. Scroll down to find the setting for Dark Mode   4. Click to toggle Dark Mode to ON    

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Jtech
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Anonymous
published in FAQs
How do I use voice-to-text in TigerConnect?F.A.Q.

While TigerConnect does not offer a voice-to-text feature in our apps, you are able to use your mobile device’s microphone and native voice-to-text capabilities within TigerConnect. Below is an example of this workflow on an iOS device.  1) Compose a message.   2) Tap the microphone icon at the bottom of the screen to turn on dictation.   3) Dictate the message your want to send to your mobile device.   4) Confirm this is correct message and tap the microphone to turn off dictation.  

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mbroy
TigerConnect Community Manager
mbroySupervisor, Client Care
published in FAQs
How do I manage push and audio notifications on an Android device?F.A.Q.

NOTE:  The location of device settings within Android devices can vary, if you are unable to locate a comparable setting on your device please refer to your device manufacturer’s website for further assistance: Background App Refresh: Tap Settings App Connections Data Usage WiFi Data Usage TigerConnect *Enable* Allow Background Data Usage Lock Screen Notifications:Tap Settings App Lock Screen and Security *Enable* Notifications Audible Notifications: Within TigerConnect: With Android versions 9.12.6 and below: Tap Settings Alerts and Data Manage Notifications Messages section (not the toggle) Advanced Sound Select the desired tone to use with TigerConnect With the latest version of Android: Settings Apps and Notifications TigerConnect Notifications Messages Select the desired tone to use with TigerConnect Within device Settings: Tap Settings Applications or Apps TigerConnect Notifications *Make sure it is Allowed*

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mbroy
TigerConnect Community Manager
mbroy
TigerConnect Community Manager
mbroySupervisor, Client Care
published in FAQs
How do I manage notifications on an Apple Watch?F.A.Q.

If you are using an Apple Watch with your iPhone, you will be able to receive notifications for TigerConnect messages on your device. Please note that with Apple devices, only one device receives the full notification.No other wearable devices are supported by TigerConnect at this time. How to Enable or Disable Notifications on an Apple Watch Pair your Apple Watch with your iPhone On your iPhone, tap on the Watch App Tap My Watch at the bottom of the screen Select Notifications Scroll until you find TigerConnect Toggle to enable or disable TigerConnect Enabled will display the switch green Disabled will display the switch gray    

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mbroy
TigerConnect Community Manager
mbroy
TigerConnect Community Manager
mbroySupervisor, Client Care
published in FAQs
Why is my TigerConnect login so slow?F.A.Q.

Some users may experience a slower than average login when signing into TigerConnect on the web messenger and desktop application. This affects a small number of users who have a large volume of messages in their inbox. If you would like to address the login speed, we advise the following actions be taken:Remove yourself from any Group message threads that are no longer active* When possible, send links to media/documents instead of physical attachments Delete conversations that are no longer needed Work with your organization’s administrator to shorten message lifespan. It is recommended to adjust this to 10 days (it is set to 30 days by default) If the issue still persists, contact our support team to explore other alternatives. To contact our Client Care support team: Phone: Standard Support: 877-435-8826 Available M-F, 5:30 am - 5:30 pm PT  |  Sat/Sun, 8:00 am - 5:00 pm PT Premium Support: Call your organization’s dedicated Toll-Free number 24x7 (including holidays) Email

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mbroy
TigerConnect Community Manager
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Anonymous
published in FAQs
How do I delete a day off in Physician Scheduling?F.A.Q.

Once a Provider Request has been approved the only way to edit or delete the day off is on the Day Off Scheduler screen.To delete a Day Off go to Scheduling > Day Off Scheduler > Month ViewClick on the provider name to delete the entry. You can unschedule a range by using the Unschedule button in the Day off Scheduler Month View or Year View.See the Day Off Scheduler guide to learn more. To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
Why does the Job I created in Physician Scheduling not show up in the Merged Daily View?F.A.Q.

If you have recently created a new Job in TigerConnect Physician Scheduling, you will need to map that job to your organization’s Merged Daily View. Follow the steps below to get started.To learn more about how to edit Merged Daily View Calendars, check out this PDF guide.  To start, log into Physician Scheduling and click the Quick Link for Custom Merged Calendar Editor.   Find the Merged Daily Calendar and click the Edit button.   Click the Jobs tab at the top of the table then choose the Group.   Click the checkboxes to enable these Jobs to be viewed in the Merged Daily View.    To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
Where do I add Protocols in TigerConnect Physician Scheduling?F.A.Q.

Protocols can be set per individual or for an entire group. They give clear instructions to the facility's switchboard/ED on how to contact the current On Call provider at any time of day.To add Protocols in TigerConnect Physician Scheduling, go to: Settings > Merged Daily > Provider Protocols or Group Protocols To learn more, refer to this PDF guide or watch this video below. To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
Where do I set up Jobs in TigerConnect Physician Scheduling?F.A.Q.

Jobs are the assignments providers are given in TigerConnect Physician Scheduling. To start setting up or editing these Jobs, go to: Settings > Setup Information > JobsDownload this PDF guide to walk through the steps in setting up Jobs.To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
How do I change schedules in TigerConnect Physician Scheduling?F.A.Q.

If you are a scheduler with access to multiple Groups or multiple Organizations, use the navigation menu a t the upper right corner of the TigerConnect Physician Scheduling home screen and click Change Group to toggle which schedule you are in. See the instructions below or download this PDF guide to learn more.DesktopAfter logging into schedule.tigerconnect.com, select the Organization (top menu) and/or Group (bottom menu) and click Change Group to switch the Organization and Group. Prior to making any scheduling changes, verify you are in the correct group by confirming at the upper right corner below your username.MobileIf you are a scheduler for multiple organizations, or if you are a part of a scheduler as both a scheduler and provider, you can go to Settings at the bottom of your screen and tap Load Schedule for the calendar you wish to view as a scheduler or provider. As a scheduler, you can navigate between your organization’s different Groups by click on the dropdown menu at t

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Anonymous
published in FAQs
How do we train a new scheduler?F.A.Q.

If your organization has onboarded a new scheduler, we recommend the following steps: Utilize the Physician Scheduling Onboarding guide for a self-paced, sequential and logical training process for new schedulers.   If time allows, have the new scheduler shadow a current scheduler.   Have the new individual review and reference any scheduler content as needed in the article below:  If you are still having opportunities training a new scheduler after reviewing the onboarding guide and scheduling materials above, contact our Client Care Support Team at:prosupport@tigerconnect.com 877-435-8826  For other Physician Scheduling FAQs, please go to the following article: 

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Anonymous
published in FAQs
How do I make a schedule change in TigerConnect Physician Scheduling?F.A.Q.

To learn how to make a manual schedule change in TigerConnect Physician Scheduling, download the Manual Scheduler guide or watch the video embedded below:To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
How can I add another scheduler?F.A.Q.

In TigerConnect Physician Scheduling, if your user account already has full scheduler access, you can add additional schedulers as needed. Please see the guide linked below to learn more: Setting Up an Additional Scheduler To learn more about other scheduling tools, please go to the following articles to find guides on all Physician Scheduling features. 

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Anonymous
published in FAQs
Pin a Conversation in Your InboxF.A.Q.

Did you know that you can pin conversations in the TigerConnect web and desktop applications? When logged into TigerConnect on the web or desktop application, press the Alt key (Windows) or Control key (MacOS) and G key on your keyboard simultaneously to bring up a hidden menu. From here you can type:N - to create a new message P - to pin the conversation you are currently in to the top of your inbox S - to search your inbox for conversations Esc - to cancel and close the hidden menuFollow the steps below to utilize the pin feature in this menu. 1) To pin a conversation, press: Alt key (Windows) orControl key (MacOS) andG key on your keyboard simultaneously. 2) Press the P key on your keyboard to pin the conversation you are currently in to the top of your inbox. 3) That conversation will now appear at the top until you unpin that conversation, which can be done by following the same steps.  

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Anonymous
published in FAQs
What are Automated Role Assignments?F.A.Q.

Using TigerConnect Clinical Collaboration Platform (Pro), Role ownership can be transferred automatically so critical Roles always remain actively assigned and populated. They can be integrated with TigerConnect Physician Scheduling, or with LDAP or Active Directory to automate Role assignments at shift change. To learn more about Roles, please visit this article: 

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Anonymous
published in FAQs
How does Admin-Controlled Setup work with Roles?F.A.Q.

With TigerConnect Clinical Collaboration Platform (Pro), IT administrators exclusively control the setup of TigerConnect Roles. That way you can be certain these Roles accurately reflect your organization’s workflows. Learn more in this article:  

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Anonymous
published in FAQs
Do messages auto-delete?F.A.Q.

With TigerConnect’s Clinical Collaboration Platform, users provisioned as TigerConnect Admins can customize the message lifespan of their organization’s messages to auto-delete after specific time limits. The following increments can be set:5 minutes 10 minutes 15 minutes 30 minutes 45 minutes 1-12 hours 1-5 days 10 days 20 days 30 days  To learn more, visit this article:  

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Anonymous
published in FAQs
How to disable Auto sign-in on Android devicesF.A.Q.

When using an Android device, some users will automatically be logged into certain applications or websites due to their device settings. In some instances for TigerConnect, this may not be the best experience, such as organizations using shared devices or users with a different TigerConnect login than what their device uses.Note:  Due to the various manufacturers and software builds, your Android device may appear slightly different than what appears below. To disable Auto sign-in on Android devices, follow these steps:Download PDF Step 1 -  Go to Settings   Step 2 -  Find your account settings for Google (depending your your device, this may be under Accounts > Google)   Step 3 - Tap on your Google user to open settings for your account   Step 4 -  Go to Security (depending on your device, this may be located in the menu at the bottom right, or located at the top of the screen)   Step 5 -  Scroll down and tap on Password manager

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Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Disable Link Preview OverviewF.A.Q.

TigerConnect allows an organization’s TigerConnect admin to disable the mobile app’s ability to provide a link preview, similar to what is available natively within Android and iOS’ messaging applications.NOTE: This can only be set globally by your organization’s TigerConnect Admin and cannot be enabled on a per-user basis. AppearanceIf your organization has disabled Link Previews for your TigerConnect network, the appearance of links will change slightly within the Android and iOS (Apple) mobile app: Android iOS Link Preview Enabled Link Preview Disabled Link Preview Enabled Link Preview Disabled          Once your organization’s TigerConnect Admin has disabled Link Previews for your organization, if you continue to see the link preview, first return to your TigerConnect Inbox if you’re currently viewing a conversation.Finally, close the TigerConnect app by returning to the Home Screen of your respective devic

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Nathan
TigerConnect Employee
Nathan
TigerConnect Employee
NathanProduct Education Guru
published in FAQs
Android & iOS - Notification Sounds PolicyF.A.Q.

Changing your notification sound on iOS will not save if you are also logged in on an Android device.  Any notification sound changes made on iOS will not save and revert to the default iOS notification sound.  In order to update the iOS notification sound successfully, simply log out of Android. You can then update the iOS notification sound successfully. NOTE:  logging into Android will revert the iOS app to its default iOS notification sound.

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Nathan
TigerConnect Employee

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