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About Engagement Queues

The Management Portal includes a native call-center interface designed for the administration of follow-up phone calls that users have requested. This interface is referred to as an “Engagement Queue.” Utilize engagement queues in situations where you wish to empower end-users to ask for follow-up phone calls after completing an HRA. For example, suppose you desire users to have the option of requesting a phone call after obtaining a High Risk result in the HeartAware HRA. In this scenario, you can create a Call-to-Action (CTA) that collects both a phone number and the necessary consent for initiating calls to users who match the specified criteria.

Learn more about creating Call Engagement CTAs…

Once you have set up Call Engagement CTAs and mapped them to one or more HRAs, you will be able to manage the follow-up calls and results within the Engagement Queues section of the portal.

Note: Only Portal users with Engagement Queue Viewer permissions will be able to see and access this section.

First, click the Engagement Queues tab to access the section.


The main page displays all Engagement Queues currently in use by any HRA. You can filter to view a specific HRA type and/or select Show only my queues to view only the queues that have been assigned to you.


For more details about any queue in the list, click View Queue under the Actions column to log or track phone calls and results.

The View Queue page contains two tables. The first table displays all call attempts to users who were added to the queue (i.e., users who requested a follow-up phone call via the CTA). Each row displays a user’s name, phone number, their HRA Primary Result and the last call attempt made, including a code describing the result of the attempt. You can also view a full call history (including any call notes) via the link in the Last Attempt column. If you want to see the HRA Results Report generated for the user, click the View User Report link under the Actions column.

Logging calls

Log a new phone call by clicking the Log Phone Call link for any user in the list. This will display a pop-up screen where you can enter details about the call and its result. Click Save when finished.

The second table displays all Completed Engagements within the queue. Each row will display a resolution code for the call result. If you want to change the call resolution, click the Change Resolution link under the Actions column. A pop-up screen will appear where you can make the change. Click Save when finished.


Learn more about Follow-up Plans…
Learn more about CTA mapping…

Patient Consent to Communication of Personal Health Information (PHI) through Standard SMS/Text Message and/or Email

Welcome! Your healthcare provider has partnered with HealthAware to help guide you through your care plan.

Who is HealthAware?
HealthAware provides health support programs (HSPs) delivered via standard SMS/text message and/or email. Your HSP is under the direction of your healthcare provider and is designed to support you in your health journey by providing education information related to:

  • Your health support program
  • Behavioral prompts/check-ins
  • Assessments/progress reports
  • Appointment reminders
  • Other health related messages or programs pertaining to my health support program

These HealthAware programs are for educational purposes only. They cannot provide, and are not intended as a substitute for medical care. The programs are automated, and therefore not actively monitored. In the event that medical care is needed, please call your healthcare provider or 911.

Why do I need to accept this patient consent?
HealthAware uses standard SMS/text messages and email messages that are not encrypted to communicate information with you about your HSP. Consequently, there is a risk that an unauthorized third party could view the information being transmitted.

To whom does HealthAware disclose my PHI (Personal Health Information)?
HealthAware only discloses PHI to you and your healthcare provider. HealthAware does not disclose PHI to any other party, such as marketing or sales organizations.

By clicking “accept” on a web page, clicking a link that is clearly labeled as a means of indicating consent, or replying “yes” to my consent prompt via text message, I agree to the following:

I hereby consent and state my preference for HealthAware to communicate with me via SMS/text message and/or email regarding various aspects of my health support program (HSP), which may include my PHI, behavioral prompts/check-ins, assessments and progress reports, appointment reminders, and other health related messages or programs pertaining to my health support program.

I understand that standard SMS/text messaging and email are not confidential methods of communication and may be insecure. I further understand that, because of this, there is a risk that standard SMS/text messaging and email regarding my medical care might be intercepted and read by a third party.

I may revoke this consent in writing except to the extent that HealthAware and/or my healthcare provider has already made disclosures in reliance upon my prior consent. If I do not accept this consent, or if I later revoke it, the commencement, continuation, or quality of my treatment will not be affected, but my enrollment with the HSP delivered by HealthAware will be terminated.