You may already have access to Switchboard. To check, try one of the following options:

• If you are on the UPHS network: at https://switchboard.uphs.upenn.edu/
• If you are not on the UPHS network:
  • Select the "Switchboard" icon on the Penn Medicine Remote Access Portal at https://pennmedaccess.uphs.upenn.edu/

If you are prompted with a warning or “access denied” message, please submit an IS ticket to request Medview Clinical access for Switchboard using one of the following options:

• If you are on the UPHS network: at https://uphsnet.uphs.upenn.edu/athenaselfservice/
• If you are not on the UPHS network:
  • Select the "UPHS Intranet Page" icon on the Penn Medicine Remote Access Portal at https://pennmedaccess.uphs.upenn.edu/, then select "IS Self Service"
  • Call 215-662-7474

Some departments use telehealth group visit types, TELEHEALTH GROUP SESSIONS (3654) and TELEHEALTH GROUP NON-BILLABLE (3655). See our resources on Switchboard support for group visits.

Other departments conduct group visits by using Switchboard On Demand.

Yes. Switchboard can be accessed on a computer or mobile device using an internet browser like Microsoft Edge, Google Chrome, or Safari. Internet Explorer is not recommended.

No app needed; only a web browser on your computer or mobile device.

Custom templates can be requested through your department’s EHR governance representative or by submitting a request through an IS Telemedicine Support form. We will connect you to the appropriate governance representative.

Yes, these are called campaign messages. Please vet your request with your department’s EHR governance representative before submitting. Requests will be reviewed with consideration of existing patient communications and technical requirements to create the campaign. To request a campaign message, use this form.

Ensure you have specified the search "BY PROVIDER" or "BY DEPARTMENT".

Check spelling and spacing or department number.

1-2 minutes.

Yes. The appointment will be cancelled in Switchboard as well. To view cancelled appointments, use the toggle button (upper-right corner) on Switchboard to “Show cancelled appointments”

No. The information flows only one-way – from PennChart to Switchboard.

As of March 2021, error messages from Twilio, our texting platform, will now appear in Switchboard when texts were undeliverable to patients. See here for guidance on what these error messages may mean.

Refer patients to the Telemedicine Instructions for Patients website.

If you recently switched job titles at Penn Medicine and see this error message:

...you need to request clinical access to MedView. You can do this by placing an IS ticket here.

No. You can enter a BlueJeans meeting through an internet browser such as Microsoft Edge, Google Chrome, or Safari. Internet Explorer is not recommended.

No account needed. You can join BlueJeans meetings as a guest.

Per Penn privacy compliance and IS security, we are no longer authorizing BlueJeans standalone accounts due to lack of automation on required security features. Switchboard On Demand allows users to create unique BlueJeans meeting links that can be sent to patients.

BlueJeans should be used only for telemedicine patient interactions. Microsoft Teams is the recommended platform for administrative meetings. Please refer to the Penn Medicine IS Teams site.

Recording functionality in BlueJeans has been turned off to protect patient privacy. If you have a need for recording, please reach out to pennconnectedhealth@pennmedicine.upenn.edu to discuss.

There could be a number of reasons for this. The patient may have multiple telemedicine appointments and may have joined a different telemedicine appointment. If the appointment has been rescheduled, each meeting will have a different meeting link. You can send a manual Switchboard message with the meeting link for the appointment through the "Join Now" messaging feature.

We recommended doing a test patient locally with your practice to rule out patient error as a first root cause.

Any hardware-related issue (microphone, speaker, or camera) should go to the service desk via 215-662-7474 for End User Support troubleshooting.

You can lock the BlueJeans meeting once in the meeting by using the lock icon in the upper left-hand corner of the desktop/browser application or under the "..." icon in the mobile app.

Users will receive a “Contact your administrator” popup when their BlueJeans version is out-of-date. The application must be uninstalled and then reinstalled by local end user support. Please call 215-662-7474 to facilitate this.

See the Doximity Dialer Support site for more information. Otherwise, you can email dialervip@doximity.com or call 650-870-2727 with your question. Phone support is available Monday through Friday, 9 am - 8 pm ET.

• Device less than 5 years old
• Functioning speakers/headset, microphone and camera
• Strong internet signal: hardwired, WiFi, or cellular data
• Battery is charged
• Updated operating system

Contact the IS Service Desk at 215-662-7474 to submit a service desk ticket.

'Forget' the network and then turn it back on. Under Settings, select WiFi, then the specific network (should be Guest), then select 'forget this network' and try again.

If you would like to talk to our team about your issue directly, please request office hour support in the free text section. The telehealth support team currently has virtual office hours at 8 am on Fridays but can usually accommodate other times if needed.

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