Sometimes when a resident goes through first time user (FTU) to create their Portal account, they enter their 3 identifying pieces of info (last name, DOB, SSN4), but they see a message that the system can't find them. You can test this in production to verify the message that is being see by the physician. Try entering the 3 identifiers we have on file.
NOTE: The FTU flow is where we take in an email address (after the system identifies them). If there is already an email address entered and they were not able to create their portal account, then the staff member must have entered it. Not sure if this causes issues. When in doubt, delete the email address to start with a clean slate.
3 approaches:
1. Staff member can try to use the Activate Portal link on the physician (although this defeats the purpose of having the self-service FTU flow in Portal. We want this to work and if it doesn't, we need to understand why).
2. Ask staff member to confirm what the physician is entering for the 3 identifiers and compare to what we have on file. Example, let's say the program entered 1234 for their SSN4, incorrectly. The physician is unaware of this. Now the physician tries to be verified using their correct SSN4, 1233, but our system won't find them.
3. If 3 identifiers are confirmed, sometimes there are leading or training spaces that end up in the data when the programs enter the info. Try updating Person SSN4 and DOB with the info and Person_Name.Last_Name with the data. This will correct that if it was an issue.
After solutions, try to go through Portal FTU login as the physician and confirm that you can get to this page before letting staff member know the solution.
