Binary Fountain Frequently Asked Questions

Hannah Brown -

I thought I only had to respond to negative reviews. Why am I receiving positive reviews?

You are only required to ‘Close the loop’ for negative reviews. However, it is strongly encouraged that you respond to positive reviews. You may opt out of receiving positive reviews at any time.

What happens if I receive a new alert over the weekend?

The escalation matrix only applies to business days.

I am receiving alerts for the wrong location/physician.

Submit a Binary Fountain support ticket here.

I’m going on vacation. How do I reassign my tasks?

Submit a support ticket and your account manager will add your vacation time so tasks are reassigned.

I am a new practice manager/switching locations.

Submit a support ticket and select “Existing Facility/Physician” > “Binary Fountain Support” > “New PM” If you would like training, let your account manager know in your Zendesk ticket.

How do I access the Closing the loop page?

From a review alert: Click ‘associated task’. This will take you directly to the CTL page.

From Binaryfountain.com: Click ‘Action’ then ‘Closing the loop’ to access your assigned tasks. If you are not the location’s Default Assignee, you may need to adjust the filter to find specific tasks.

Why hasn’t my response been posted?

Responses left on Binary Fountain are typically posted within 24 hours. If your response has not been posted after 24 hours, submit a support ticket.

Are there draft responses I can use?

You now have the option to select a draft response from within the ‘closing the loop’ section. Select ‘respond Online’ then click the ‘response draft’ drop-down menu. If you need help crafting an original response, open a Zendesk ticket under “Binary Fountain Support”

I can’t select a source account! / Binary Fountain says “Missing Source Account.”

Open a support ticket. Include which location or physician the review is referencing and include the missing account type (Vitals, Yelp, etc.).

Will this be escalated?

Tasks that read “immediate action required” should be addressed immediately. These tasks will be escalated the next day. All other tasks should be responded to within three days.

Is there a Binary Fountain app?

Yes, the app is called “CTL NextGen” and can be used with your normal login.

Will the M3 results be posted here?

No, M3 is a different program and is not related to Binary Fountain.

When will I receive monthly reports? Will leadership receive these reports?

Practice Managers and Hospital Marketing Directors will receive monthly reports on the 7th of each month. Leadership will receive the same report on the 8th of each month.

I just need help!

Open a support ticket in ZenDesk or reach out to your account manager. They will be more than happy to assist you in any way. There is no such thing as a silly question!

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