MRO Connect Documentation
Comprehensive guide to understanding and using the MRO Connect healthcare management platform
Introduction to MRO Connect
MRO Connect is a comprehensive healthcare management platform designed to streamline medical review operations, lab testing workflows, and patient care coordination. Built with modern web technologies and enterprise-grade security, it provides a seamless experience for all stakeholders in the healthcare testing process.
Key Features
- Real-time case management and workflow automation
- Secure document management with role-based access
- Comprehensive lab workflow integration
- HIPAA-compliant data security
Benefits
- 50% reduction in case processing time
- 99.9% compliance rate with automated monitoring
- Enhanced patient satisfaction with self-service portal
- Real-time collaboration across all departments
Quick Start Guide
1. Access the Platform
Navigate to your organization's MRO Connect URL:
2. Login with Your Credentials
Use your assigned email and password. First-time users will receive credentials via email.
- โ Enable two-factor authentication for enhanced security
- โ Password must be at least 12 characters with mixed case and numbers
- โ Contact support if you need password reset assistance
3. Navigate Your Dashboard
Your dashboard is customized based on your role:
Staff Dashboards
- โ Overview tab for key metrics
- โ Role-specific workflow tabs
- โ Communication center
- โ Document management
Patient Portal
- โ Health records access
- โ Appointment scheduling
- โ Lab results viewing
- โ Document upload/download
Patient Portal Guide
Access your health information and manage appointments
Overview
The Patient Portal provides secure access to your health records, lab results, appointments, and documents. You can view your medical history, schedule appointments, and communicate with healthcare providers.
Key Features
Health Records
- View vital signs and health metrics
- Track medications and allergies
- Access medical history
Document Management
- Upload insurance cards and IDs
- Store medical forms securely
- Download test results
Quick Tips
- โ Keep your contact information updated for appointment reminders
- โ Upload clear photos of insurance cards for faster check-in
- โ Check lab results as soon as they're available
- โ Use the secure messaging feature for non-urgent questions
Technical Architecture
Technology Stack
Frontend
-
Astro.jsStatic site generation -
ReactInteractive components -
TypeScriptType safety -
Tailwind CSSStyling
Backend
-
Firebase AuthAuthentication -
FirestoreDatabase -
Cloud StorageFile storage -
Cloud FunctionsServerless logic
System Architecture
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โ Web Client โ โ Mobile Client โ โ Admin Panel โ
โ (Astro/React) โ โ (PWA) โ โ (React) โ
โโโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโโ
โ โ โ
โโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโโ
โ
โโโโโโโโโโโโโโโโโโโโโโโโโโโ
โ Firebase Services โ
โโโโโโโโโโโโโโโโโโโโโโโโโโโ
โ โ Authentication โ
โ โ Firestore Database โ
โ โ Cloud Storage โ
โ โ Cloud Functions โ
โโโโโโโโโโโโโโโโโโโโโโโโโโโ
โ
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โ โ โ
โโโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโ
โ Webhook System โ โ Email Service โ โ Monitoring โ
โ (Automation) โ โ (SendGrid) โ โ (Analytics) โ
โโโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโ โโโโโโโโโโโโโโโโโโ Database Schema
Core Collections
users
User profiles and authentication data
{
uid: string,
email: string,
displayName: string,
role: 'patient' | 'receptionist' | 'mro' | 'lab_technician' | 'auditor' | 'admin' | 'support' | 'business',
createdAt: timestamp,
updatedAt: timestamp,
profile: {
phone?: string,
address?: object,
dateOfBirth?: string,
...
}
} cases
MRO case management and workflow data
{
id: string,
patientId: string,
patientName: string,
testType: string,
status: 'new' | 'pending' | 'in_review' | 'completed' | 'urgent',
priority: 'low' | 'medium' | 'high' | 'urgent',
assignedMRO?: string,
complianceDeadline: timestamp,
decision?: string,
decisionDate?: timestamp,
communicationLog: array,
reviewNotes?: string,
createdAt: timestamp,
updatedAt: timestamp
} System Requirements
Browser Compatibility
MRO Connect is designed to work seamlessly with modern web browsers. We recommend using the latest versions for the best experience and security.
Chrome/Edge
Chromium-based browsers (latest version)
Firefox
Mozilla Firefox (latest version)
Safari
Apple Safari (latest version)
Technical Specifications
Minimum Requirements
- Modern web browser (as listed above)
- Stable internet connection
- JavaScript enabled
- Cookies enabled for authentication
Not Required
- No specific RAM or CPU requirements
- No third-party plugins or software
- No specific mobile device requirements
- No minimum internet speed requirement
Progressive Web App (PWA)
MRO Connect is built as a Progressive Web App, which means it works seamlessly across all devices and can be installed on your device for an app-like experience without requiring app store downloads.
First Login Guide
Getting Started
New users typically receive access to MRO Connect through an invitation process. Your organization's administrator will send you an invitation link to get started.
Login Process
Check Your Email
Look for an invitation email from MRO Connect containing your login link and temporary credentials.
Click the Invitation Link
The link will take you to the MRO Connect login page with your email pre-filled.
Enter Temporary Password
Use the temporary password provided in your invitation email.
Create New Password
You'll be required to change your password on first login. Choose a strong, unique password.
Password Requirements: Minimum 12 characters with mixed case and numbers
Access Your Dashboard
After setting your password, you'll be directed to your role-specific dashboard.
After First Login
- Explore your dashboard: Familiarize yourself with the interface and available features
- Review documentation: Access this documentation anytime for guidance
- Contact support: Use the floating help button if you need assistance
- Update profile: Add any additional information to your user profile
No Setup Wizard Required
MRO Connect is designed to be intuitive and ready to use immediately. There are no complex setup wizards or configuration steps. Full documentation and support are available through the help button on every page.
Frequently Asked Questions
How do I reset my password?
Click the "Forgot Password" link on the login page. Enter your email address and follow the instructions sent to your inbox. For security reasons, password reset links expire after 1 hour.
What browsers are supported?
MRO Connect supports the latest versions of Chrome, Firefox, Safari, and Edge. For the best experience, we recommend using Chrome or Firefox with JavaScript enabled.
Is my data secure?
Yes. MRO Connect uses industry-standard encryption for all data transmission and storage. We are fully HIPAA compliant and undergo regular security audits. All access is logged and monitored.
How do I contact support?
Use the floating support button available on all dashboards to submit a ticket. For urgent issues, call our 24/7 support line at 1-800-MRO-HELP or email support@mroconnect.net.
Business Dashboard Guide
Comprehensive pre-employment testing management system
Overview
The Business Dashboard enables organizations to order, track, and manage drug/alcohol testing for candidates and employees with full compliance automation. It seamlessly integrates with the MRO workflow while maintaining HIPAA compliance.
Dashboard Features
Test Program Management
- Create testing templates for different job roles
- Configure DOT, OSHA, FTA compliance
- Set testing requirements by position
Employee Management
- Add candidates and track testing progress
- Bulk import for large hiring events
- Multi-location and department support
Compliance Features
- โ Automated compliance reporting and deadline tracking
- โ Real-time fitness determinations (no medical details)
- โ Complete audit trail for all actions
- โ Regulatory compliance monitoring (DOT, OSHA, FTA)
Support Ticket System
Overview
MRO Connect includes a comprehensive support ticket system with SLA tracking, auto-assignment, and real-time updates. All users can create tickets through the floating help button, while support agents have access to a dedicated dashboard for ticket management.
Ticket Features
For Users
- Easy ticket creation via floating help button
- Smart category suggestions based on role
- Real-time status updates and notifications
For Support Agents
- Complete ticket lifecycle management
- SLA monitoring with automated alerts
- Metrics and performance analytics
SLA Response Times
Response Time
- Urgent: 1 hour
- High: 4 hours
- Medium: 8 hours
- Low: 24 hours
Resolution Time
- Urgent: 4 hours
- High: 1 day
- Medium: 3 days
- Low: 7 days
MRO Workflow System
Automated Case Management
The MRO workflow system automates the entire medical review process from case assignment to final determination. It includes intelligent case routing, compliance monitoring, and inter-role communication.
Workflow Features
Automated Processing
- โ Round-robin case assignment to available MROs
- โ Priority-based routing for urgent cases
- โ Automated status transitions and notifications
- โ Compliance deadline monitoring (every 6 hours)
Communication System
- โ Direct messaging between all stakeholders
- โ Template-based communications
- โ Automated notifications for status changes
- โ Complete communication audit trail
Workflow Process
Case Creation: Business orders test โ System creates MRO case
Lab Processing: Sample collection โ Testing โ Results submission
MRO Review: Medical review โ Determination โ Business notification
Compliance: Automated monitoring โ Alerts โ Reporting
Security & Compliance
HIPAA Compliance
MRO Connect is fully HIPAA compliant with comprehensive security measures to protect sensitive health information. All data is encrypted in transit and at rest, with role-based access controls ensuring proper data segregation.
Security Features
- โ End-to-end encryption (TLS 1.3)
- โ Multi-factor authentication support
- โ Role-based access control (RBAC)
- โ Complete audit logging
- โ Regular security audits
- โ Data retention policies
Compliance Standards
- โ HIPAA Privacy Rule
- โ HIPAA Security Rule
- โ DOT regulations
- โ OSHA standards
- โ FTA requirements
- โ State-specific regulations
Data Privacy
Medical details are strictly segregated from business operations. Businesses only receive fitness-for-duty determinations, never raw medical data. All PHI is handled according to strict HIPAA guidelines with minimum necessary access principles.
Receptionist Dashboard Guide
Complete patient appointment and registration management system
Overview
The Receptionist Dashboard provides comprehensive tools for managing patient appointments, registrations, insurance verification, and documents. It features a 6-tab interface designed for efficient patient flow management.
Dashboard Tabs
1. Overview Tab
- Today's schedule at a glance
- Quick patient search functionality
- Real-time statistics dashboard
2. Appointments Tab
- View and manage all appointments
- Schedule new appointments
- Cancel or reschedule existing appointments
3. Patient Queue Tab
- Monitor waiting room status
- Check-in arriving patients
- Track wait times and patient flow
4. Patient Search Tab
- Advanced patient search (name, email, phone)
- View complete patient profiles
- Insurance verification status
5. Documents Tab
- Upload and manage patient documents
- Access office forms and templates
- Organize files by category
6. Communication Tab
- Internal messaging system
- Send notifications to patients
- Coordinate with medical staff
Key Features
Patient Management
- โ One-click patient check-in
- โ Real-time insurance verification
- โ Patient history and visit tracking
- โ Quick access to contact information
Administrative Tools
- โ Daily appointment overview
- โ New patient registration
- โ Document upload and management
- โ Team communication platform
Production Ready
The Receptionist Dashboard is fully production-ready with real-time updates, automated insurance verification, and comprehensive patient management capabilities. All features are HIPAA compliant with role-based access controls.
MRO Dashboard Guide
Medical Review Officer case management and determination system
Overview
The MRO Dashboard is designed for Medical Review Officers to efficiently review lab results, make determinations, and manage cases. It features a 6-tab interface focused on case workflow and compliance tracking.
Dashboard Tabs
1. Active Cases Tab
- View all assigned active cases
- Priority indicators and deadlines
- Quick access to case details
2. Pending Review Tab
- Cases awaiting medical review
- Lab results and test data
- One-click case assignment
3. Completed Tab
- History of reviewed cases
- Final determinations
- Audit trail access
4. Communications Tab
- Secure messaging with businesses
- Template-based notifications
- Communication history tracking
5. Analytics Tab
- Case volume metrics
- Turnaround time analytics
- Compliance performance
6. Settings Tab
- Personal preferences
- Notification settings
- Template management
MRO Workflow Process
Receive Lab Results
Lab submits test results โ Case auto-assigned to MRO
Medical Review
Review results โ Check for legitimate prescriptions โ Document findings
Make Determination
Issue final determination โ System notifies business automatically
Compliance Tracking
All actions logged โ Compliance deadlines monitored โ Audit trail maintained
HIPAA Compliance
The MRO Dashboard ensures complete HIPAA compliance with segregated medical data, encrypted communications, and audit trails. Businesses only receive fitness determinations, never raw medical information.
Lab Technician Dashboard Guide
Comprehensive laboratory workflow management and quality control system
Overview
The Lab Technician Dashboard provides comprehensive tools for managing laboratory workflow from sample receipt through result submission. It features a 6-tab interface with real-time metrics, quality control automation, and seamless MRO integration.
Dashboard Features
1. Overview Tab
- Real-time lab metrics dashboard
- Sample statistics and processing times
- Equipment status monitoring
- Recent completions activity feed
2. Sample Management Tab
- Sample receiving interface
- Pending samples queue with priorities
- Chain of custody tracking
- Specimen ID management
3. Test Processing Tab
- Active tests with progress tracking
- Batch management system
- Equipment assignment
- Processing status updates
4. Quality Control Tab
- Critical QC alerts and notifications
- QC test scheduling and tracking
- Equipment maintenance monitoring
- Calibration tracking
5. Results & Reporting Tab
- Result validation interface
- MRO submission queue
- Document management integration
- Batch submission tools
6. Communication Tab
- Inter-role messaging system
- MRO clarification requests
- Quality team coordination
- Equipment issue reporting
Lab Workflow Process
Sample Receipt
Receive sample โ Verify chain of custody โ Auto-assign to technician
Test Processing
Start processing โ Update status โ Monitor progress โ Complete test
Quality Control
Run QC tests โ Validate results โ Equipment checks โ Pass/fail determination
Result Submission
Validate results โ Submit to MRO โ Update case status โ Complete documentation
Key Metrics
Performance Indicators
- โ QC Pass Rate percentage
- โ Average processing time
- โ Turnaround time tracking
- โ Daily throughput metrics
Automated Features
- โ Sample auto-assignment
- โ QC monitoring (every 4 hours)
- โ Equipment maintenance alerts
- โ Batch completion notifications
Quality Assurance
The Lab Dashboard includes comprehensive quality control features with automated monitoring, equipment calibration tracking, and chain of custody documentation to ensure accurate results and regulatory compliance.
Auditor Dashboard Guide
Comprehensive audit and compliance monitoring system
Overview
The Auditor Dashboard provides comprehensive tools for monitoring HIPAA compliance, tracking system activity, reviewing quality metrics, and ensuring regulatory adherence across all system operations.
Dashboard Features
1. Overview Tab
- Real-time compliance metrics with grading
- System health monitoring dashboard
- Quality scores and critical alerts
- 6-month compliance trend visualization
2. Audit Trail Tab
- Comprehensive log viewing interface
- Advanced search and filtering
- Export functionality for reports
- Real-time log streaming
3. Compliance Monitoring Tab
- Real-time case deadline tracking
- Overdue case alerts and monitoring
- Regulatory compliance status
- Visual compliance indicators
4. Quality Review Tab
- MRO performance analysis
- Decision consistency tracking
- Appeal rate monitoring
- Individual performance metrics
5. Reports & Analytics Tab
- Generate compliance reports
- MRO performance reports
- Security incident reports
- System health analytics
6. Communication Tab
- Compliance coordination messaging
- Audit finding notifications
- Inter-role communication
- Escalation management
Key Metrics
Compliance Metrics
- โ Overall compliance rate (A-F grading)
- โ Case completion times
- โ Overdue case tracking
- โ Regulatory adherence monitoring
System Monitoring
- โ Security incident detection
- โ System health checks (every 30 minutes)
- โ Performance monitoring
- โ Real-time alert system
HIPAA Compliance Focus
The Auditor Dashboard ensures complete HIPAA compliance monitoring with automated alerts for violations, comprehensive audit trails, and real-time security monitoring. All activities are logged and tracked for regulatory reporting.
Support Dashboard Guide
Complete support ticket management system
Overview
The Support Dashboard provides a comprehensive ticketing system with SLA tracking, auto-assignment, real-time updates, and performance metrics. Support agents can efficiently manage tickets while maintaining high service standards.
Dashboard Functions
Ticket Queue Management
- View all open and in-progress tickets
- Advanced filtering by status, priority, category
- Real-time search capabilities
- SLA deadline indicators
Personal Ticket View
- My assigned tickets dashboard
- Priority-based sorting
- Quick status updates
- Workload balancing view
Metrics & Analytics
- Real-time performance KPIs
- SLA compliance tracking
- Resolution time analytics
- Team performance comparison
Ticket Actions
- Update status and priority
- Assign/reassign to agents
- Add internal/external notes
- Escalate to management
Communication Features
- Integrated chat interface
- Template responses
- Email notifications
- Customer communication log
Automation Features
- Auto-assignment based on workload
- SLA monitoring (every 15 minutes)
- Escalation procedures
- Automated ticket archiving
SLA Response Times
Initial Response
- Urgent: 1 hour
- High: 4 hours
- Medium: 8 hours
- Low: 24 hours
Resolution Time
- Urgent: 4 hours
- High: 1 day
- Medium: 3 days
- Low: 7 days
Cross-System Integration
The Support Dashboard integrates with all system dashboards through a floating support widget, allowing users to create tickets from any location with automatic context capture and role-based category suggestions.
Need Additional Help?
Our support team is available 24/7 to assist you with any questions or issues.
System Requirements
MRO Connect is designed to be lightweight and accessible, with minimal system requirements.
Browser Requirements
- Safari (Latest version)
- Firefox (Latest version)
- Chrome/Chromium-based browsers (Latest version)
- Edge (Latest version)
Note: For optimal performance, keep your browser updated to the latest version.
Hardware Requirements
- Any modern computer or device
- Stable internet connection
- Minimum 2GB RAM recommended
- 1366x768 or higher screen resolution
Mobile Support: Fully responsive design works on tablets and smartphones.
Additional Requirements
- Internet Connection:
Reliable broadband connection (minimum 1 Mbps) for optimal performance
- Security:
JavaScript must be enabled. Cookies must be enabled for authentication.
- Browser Settings:
Pop-up blockers may need to be disabled for certain features like document downloads.
First Login Guide
Getting started with MRO Connect is straightforward. Follow these steps for your first login:
1 Check Your Email
You will receive an invitation email from your organization containing:
- โ A secure login link to MRO Connect
- โ Your username (typically your email address)
- โ A temporary password
- โ Contact information for support if needed
2 Access the Login Page
Click the secure link in your invitation email or navigate to your organization's MRO Connect login page.
Tip: Bookmark the login page for easy access in the future.
3 Enter Credentials & Change Password
- 1. Enter your username (email) and temporary password
- 2. Click "Sign In"
- 3. You'll be immediately prompted to create a new password
- 4. Choose a strong password that meets these requirements:
- โ At least 8 characters long
- โ Contains uppercase and lowercase letters
- โ Includes at least one number
- โ Has at least one special character
4 Complete Your First Login
After successfully changing your password:
- โ You'll be redirected to your role-specific dashboard
- โ Take a moment to familiarize yourself with the interface
- โ Check your notification settings
- โ Review any pending tasks or messages
Important Security Notes
- โ Never share your login credentials with anyone
- โ Always log out when using shared computers
- โ Report any suspicious activity to your administrator immediately
- โ Enable two-factor authentication if available
Receptionist Dashboard Guide
The Receptionist Dashboard is your central hub for managing patient appointments, registrations, insurance verification, and front-desk operations.
Dashboard Overview
Quick Stats
- โ Today's appointment count
- โ Patients currently waiting
- โ New patient registrations
- โ System production status
Navigation Tabs
- โ Overview: Daily schedule and quick search
- โ Appointments: Full appointment management
- โ Patient Queue: Waiting room management
- โ Patient Search: Comprehensive patient lookup
- โ Documents: Forms and document management
- โ Communication: Internal messaging system
Appointment Management
- View Today's Schedule: See all appointments with time, patient name, and status
- Check-In Patients: One-click check-in updates status and notifies clinical staff
- Manage No-Shows: Mark appointments as no-show and handle rescheduling
Patient Search & Management
Powerful search functionality to quickly find patient information:
- โ Search by name, email, phone number, or all fields
- โ View detailed patient profiles including contact and insurance info
- โ Quick access to patient history and previous visits
- โ Edit patient demographic information
Insurance Verification
Streamlined insurance verification process:
- โ One-click verification for patient insurance
- โ Real-time status updates (Verified, Denied, Pending)
- โ Automatic flagging of insurance issues
- โ Integration with major insurance providers
Pro Tips
- โ Use keyboard shortcuts for faster navigation (hover over buttons to see shortcuts)
- โ Set up quick templates for common patient communications
- โ Regularly check the patient queue to minimize wait times
- โ Use the document manager to ensure all required forms are available
MRO Dashboard Guide
The Medical Review Officer (MRO) Dashboard provides comprehensive tools for reviewing test results, making determinations, and managing the entire review workflow.
6-Tab Interface Overview
Overview
Real-time metrics, priority queue, and quick actions
Case Review
Active cases requiring medical review
Test Results
Lab results awaiting interpretation
History
Completed reviews and determinations
Analytics
Performance metrics and trends
Communication
Secure messaging and notifications
Lab Results Review Workflow
- 1 Receive Lab Results:
New results appear in your queue with priority indicators (STAT, Urgent, Routine)
- 2 Review Test Data:
Access complete test results, chain of custody, and patient history
- 3 Make Determination:
Select from: Negative, Positive, Cancelled, or Request Retest
- 4 Document Decision:
Add detailed notes and rationale for your determination
- 5 Submit & Notify:
Finalize review and automatically notify relevant parties
Key Features
Case Management
- โ Priority-based case queue
- โ Complete patient history access
- โ Chain of custody verification
- โ Integrated communication tools
Compliance Tools
- โ HIPAA-compliant documentation
- โ Audit trail for all actions
- โ Automated regulatory reporting
- โ Quality assurance metrics
Best Practices
- โ Review STAT cases immediately upon receipt
- โ Always verify chain of custody before making determinations
- โ Document thoroughly - include all relevant medical considerations
- โ Use the communication hub for any clarifications needed from lab
- โ Regular review your analytics to maintain quality standards
Lab Technician Dashboard Guide
The Lab Technician Dashboard provides comprehensive laboratory workflow management, quality control, and test processing capabilities.
Dashboard Features
Sample Management
- โ Receive and log samples
- โ Chain of custody tracking
- โ Priority queue management
Test Processing
- โ Batch test management
- โ Equipment assignment
- โ Real-time progress tracking
Quality Control
- โ QC test scheduling
- โ Equipment calibration
- โ Compliance monitoring
Key Workflow Areas
Sample Reception & Logging
- โ Barcode scanning for quick sample entry
- โ Automatic chain of custody documentation
- โ Priority flagging (STAT, Urgent, Routine)
- โ Sample condition verification and notes
Test Execution & Monitoring
- โ Equipment status monitoring and assignment
- โ Batch processing for efficiency
- โ Real-time progress indicators
- โ Automatic MRO notification upon completion
Quality Assurance
- โ Daily QC test requirements and scheduling
- โ Equipment calibration tracking
- โ QC pass rate monitoring
- โ Critical alert system for QC failures
Performance Metrics
The dashboard tracks key performance indicators:
- โ Daily sample throughput
- โ Average processing time
- โ Turnaround time metrics
- โ QC compliance percentage
Equipment monitoring includes:
- โ Operational status indicators
- โ Maintenance schedule alerts
- โ Utilization statistics
- โ Downtime tracking
Lab Best Practices
- โ Always verify sample integrity before processing
- โ Complete QC tests at the beginning of each shift
- โ Document any irregularities or equipment issues immediately
- โ Prioritize STAT tests but maintain overall workflow efficiency
- โ Use batch processing when possible to optimize throughput
Auditor Dashboard Guide
The Auditor Dashboard provides comprehensive compliance monitoring, audit trail access, and quality assurance tools with a focus on HIPAA compliance and regulatory requirements.
Core Compliance Features
HIPAA Compliance Monitoring
- โ Real-time compliance score tracking
- โ Automated violation detection
- โ Privacy and security audit trails
- โ Access control monitoring
Regulatory Reporting
- โ Automated compliance reports
- โ Incident tracking and resolution
- โ Regulatory deadline monitoring
- โ Documentation completeness checks
Dashboard Sections
Overview Dashboard
High-level compliance metrics, system health status, quality scores, and critical alerts
Audit Trail
Complete system activity logs with advanced search, filtering, and export capabilities
Compliance Monitoring
Track compliance rates, overdue items, and regulatory adherence across all departments
Quality Review
MRO decision quality metrics, review time analysis, and quality improvement tracking
Reports & Analytics
Generate compliance reports, trend analysis, and export data for regulatory submissions
Key Metrics Tracked
Compliance Metrics
- โ Overall compliance percentage
- โ Compliance grade (A-F)
- โ Monthly trend analysis
- โ Department-specific scores
System Health
- โ Uptime statistics
- โ Security alert monitoring
- โ Data integrity checks
- โ Performance indicators
Quality Assurance
- โ MRO decision accuracy
- โ Review time metrics
- โ Documentation quality
- โ Process adherence rates
Auditor Responsibilities
- โ Monitor daily compliance scores and address any drops immediately
- โ Review critical security alerts and escalate as necessary
- โ Conduct regular audit trail reviews for suspicious activity
- โ Generate monthly compliance reports for leadership
- โ Ensure all regulatory deadlines are met across the organization
Support Dashboard Guide
The Support Dashboard is your comprehensive ticket management system, providing tools to efficiently handle user inquiries, technical issues, and support requests across the organization.
6-Tab Support Interface
Ticket Queue
All active tickets with filtering and search
My Tickets
Tickets assigned to you
Metrics
Performance and SLA tracking
Communication
Internal team messaging
Knowledge Base
Common solutions and guides
Reports
Ticket analytics and trends
Ticket Management Features
Ticket Categories
Priority Levels
- Urgent: System down, critical failures (1-hour response)
- High: Major functionality issues (4-hour response)
- Medium: Non-critical issues (24-hour response)
- Low: Questions, feature requests (48-hour response)
Support Functions
User Management Support
- โ Password resets and account recovery
- โ Permission and role adjustments
- โ New user onboarding assistance
- โ Account deactivation/reactivation
Ticket Actions
- โ Assign/reassign to team members
- โ Update status and priority
- โ Add internal and external comments
- โ Escalate to admin team
SLA & Performance Metrics
- Response Time: Track average time to first response by priority level
- Resolution Rate: Monitor tickets resolved within SLA timeframes
- Customer Satisfaction: Track feedback and satisfaction scores
Support Best Practices
- โ Acknowledge tickets within 15 minutes during business hours
- โ Use templates for common issues to ensure consistency
- โ Always update ticket status when working on issues
- โ Escalate complex technical or compliance issues promptly
- โ Document all actions taken in internal comments
Admin Dashboard Guide
System administration and user management
Overview
The Admin Dashboard provides complete system control with user management, role assignment, system configuration, and comprehensive monitoring capabilities. Admins have full access to all features and can manage all aspects of the MRO Connect platform.
Key Features
User Management
- โ Create and deactivate user accounts
- โ Assign and modify user roles
- โ Reset passwords and unlock accounts
- โ Bulk user import/export
- โ Activity monitoring and user auditing
System Configuration
- โ Global system settings
- โ Security policy configuration
- โ Email template management
- โ Workflow customization
- โ Integration management
Administrative Powers
- โ Override any system restriction or limit
- โ Access all dashboards and view all data
- โ Generate system-wide reports and analytics
- โ Configure security and compliance settings
- โ Manage system backups and recovery
API Reference
REST API Overview
MRO Connect provides a comprehensive REST API for integration with external systems. All API endpoints require authentication and return JSON responses.
Authentication
// API Authentication Header
Authorization: Bearer <YOUR_API_TOKEN>
// Request Example
curl -H "Authorization: Bearer YOUR_API_TOKEN" \
https://api.mroconnect.net/v1/cases Core Endpoints
Cases
/v1/casesGET- List all cases with filteringPOST- Create new casePUT- Update case statusDELETE- Archive case
Users
/v1/usersGET- List users with role filteringPOST- Create new userPATCH- Update user properties
Lab Results
/v1/lab-resultsPOST- Submit lab resultsGET- Retrieve results by case ID
Rate Limiting
API requests are limited to 1000 requests per hour per API key. Rate limit information is included in response headers: X-RateLimit-Limit, X-RateLimit-Remaining, X-RateLimit-Reset.
Deployment Guide
Deployment Options
MRO Connect can be deployed using multiple strategies depending on your organization's needs.
Firebase Deployment
Prerequisites
- โ Node.js 18+ and npm installed
- โ Firebase CLI installed globally
- โ Firebase project created and configured
- โ Environment variables configured
# Install dependencies npm install # Build the application npm run build # Deploy to Firebase firebase deploy --only hosting # Deploy functions firebase deploy --only functions # Deploy everything firebase deploy
Environment Configuration
Required Environment Variables
VITE_FIREBASE_API_KEY=your-api-key VITE_FIREBASE_AUTH_DOMAIN=your-auth-domain VITE_FIREBASE_PROJECT_ID=your-project-id VITE_FIREBASE_STORAGE_BUCKET=your-storage-bucket VITE_FIREBASE_MESSAGING_SENDER_ID=your-sender-id VITE_FIREBASE_APP_ID=your-app-id
Production Checklist
- โ Enable Firebase Security Rules
- โ Configure backup strategies
- โ Set up monitoring and alerts
- โ Configure custom domain
- โ Enable SSL certificates
- โ Test disaster recovery procedures
Authentication System
Overview
MRO Connect uses Firebase Authentication with role-based access control (RBAC) to ensure secure access to system resources. Each user is assigned a specific role that determines their access permissions throughout the platform.
User Roles & Permissions
| Role | Access Level | Key Permissions |
|---|---|---|
| Admin | Full System | All features, user management, system config |
| MRO | Medical Review | Case review, determinations, medical data |
| Lab Technician | Lab Operations | Sample processing, result submission |
| Business | HR Functions | Test ordering, fitness determinations only |
| Patient | Personal Data | Own records, appointments, documents |
Security Features
Authentication Methods
- โ Email/password authentication
- โ Two-factor authentication (optional)
- โ Session management
- โ Automatic logout on inactivity
Security Measures
- โ Password complexity requirements
- โ Account lockout after failed attempts
- โ Encrypted data transmission
- โ Regular security audits
Document Management System
Overview
The document management system provides secure storage, organization, and sharing of medical documents, test results, and administrative files with role-based access control.
Supported File Types
Documents
- โ PDF files
- โ Word documents
- โ Text files
Images
- โ JPEG/JPG
- โ PNG
- โ GIF
Medical Files
- โ DICOM images
- โ Lab reports
- โ HL7 messages
Document Categories
Storage Limits
- โ Maximum file size: 50MB per file
- โ Total storage per organization: 100GB
- โ Files retained for 7 years per regulatory requirements
- โ Automatic compression for images over 5MB
Appointment System
Overview
The appointment system manages scheduling for lab visits, medical reviews, and consultations with automated reminders, conflict detection, and calendar integration.
Appointment Types
Lab Appointments
- Sample collection appointments
- 15-30 minute time slots
- Walk-in availability tracking
Medical Reviews
- MRO consultation appointments
- 30-60 minute time slots
- Video conference option
Scheduling Features
Automated Features
- โ Email and SMS reminders
- โ Appointment confirmations
- โ Rescheduling notifications
- โ No-show tracking
Management Tools
- โ Resource availability tracking
- โ Multi-location scheduling
- โ Bulk appointment creation
- โ Waitlist management
Lab Workflow System
End-to-End Process
The lab workflow system manages the complete testing lifecycle from sample collection through result delivery with full chain of custody documentation.
Workflow Stages
Sample Collection
Patient check-in, consent verification, sample collection with barcode labeling
Sample Processing
Chain of custody documentation, sample preparation, test initiation
Testing & Analysis
Automated testing procedures, quality control checks, result validation
Result Delivery
MRO notification, result documentation, system updates
Quality Control
- โ Automated QC checks every 4 hours
- โ Equipment calibration tracking
- โ Sample integrity monitoring
- โ Proficiency testing management
Business Test Programs
Program Management
Create and manage comprehensive drug and alcohol testing programs tailored to your organization's needs and regulatory requirements.
Testing Types
Pre-Employment
- โ 5-panel, 10-panel drug tests
- โ Alcohol screening
- โ DOT-compliant testing
- โ Background check integration
Ongoing Testing
- โ Random selection pools
- โ Post-accident testing
- โ Reasonable suspicion
- โ Return-to-duty protocols
Compliance Features
DOT Compliance
Full compliance with Department of Transportation regulations
OSHA Standards
Meet all Occupational Safety and Health Administration requirements
State Regulations
Configurable to meet state-specific testing requirements
Firebase Functions
Serverless Architecture
MRO Connect uses Firebase Cloud Functions for serverless backend operations, ensuring scalability, reliability, and cost-effectiveness.
Key Functions
User Management Functions
createUser- Handles new user creation with role assignmentupdateUserRole- Manages role changes and permissionsdeactivateUser- Handles user deactivation and cleanup
Workflow Automation
assignMROCase- Auto-assigns cases to available MROsmonitorCompliance- Tracks compliance deadlinesprocessLabResults- Handles result submission workflow
Notification Functions
sendEmailNotification- Email delivery servicesendSMSReminder- SMS appointment reminderspushNotification- Real-time push notifications
Function Triggers
- โ HTTP triggers for API endpoints
- โ Firestore triggers for database changes
- โ Scheduled functions for periodic tasks
- โ Authentication triggers for user events
Webhook System
Overview
The webhook system enables real-time integration with external systems by sending HTTP POST notifications when specific events occur in MRO Connect.
Available Webhooks
Case Events
- โ case.created
- โ case.assigned
- โ case.reviewed
- โ case.completed
Lab Events
- โ sample.received
- โ test.started
- โ result.ready
- โ result.submitted
User Events
- โ user.created
- โ user.updated
- โ user.deactivated
- โ role.changed
Webhook Payload
{
"event": "case.completed",
"timestamp": "2024-01-15T10:30:00Z",
"data": {
"caseId": "CASE-2024-0001",
"patientId": "PAT-12345",
"determination": "negative",
"mroId": "MRO-001"
},
"signature": "sha256=..."
} Email Notification System
Automated Emails
MRO Connect sends automated email notifications for important events and reminders to keep all stakeholders informed throughout the testing process.
Email Types
System Notifications
- โ Welcome emails for new users
- โ Password reset instructions
- โ Account activation links
- โ Security alerts
Workflow Notifications
- โ Appointment confirmations
- โ Test result availability
- โ Case status updates
- โ Compliance reminders
Email Templates
All email templates are customizable and support dynamic content insertion:
- โ Custom branding with logo and colors
- โ Multi-language support
- โ Mobile-responsive design
- โ Unsubscribe management
Real-time Updates
Live Data Synchronization
MRO Connect uses Firebase Realtime Database and Firestore listeners to provide instant updates across all connected clients without page refreshes.
Real-time Features
Live Updates
- โ Case status changes
- โ New message notifications
- โ Queue position updates
- โ Lab result availability
Collaboration
- โ Multi-user document editing
- โ Live chat messaging
- โ Presence indicators
- โ Activity feeds
Performance Optimization
- โ Intelligent data caching
- โ Offline capability with sync
- โ Minimal data transfer
- โ Connection state management
Troubleshooting Guide
Common Issues
Login Problems
Issue: Cannot log in with correct credentials
Solutions:
- โ Clear browser cache and cookies
- โ Try incognito/private browsing mode
- โ Ensure JavaScript is enabled
- โ Check for account lockout (too many attempts)
Document Upload Failures
Issue: Files won't upload or timeout
Solutions:
- โ Check file size (max 50MB)
- โ Verify file format is supported
- โ Test internet connection speed
- โ Try uploading one file at a time
Notification Issues
Issue: Not receiving email or push notifications
Solutions:
- โ Check spam/junk email folders
- โ Verify notification settings in profile
- โ Ensure browser notifications are allowed
- โ Update contact information
Emergency Support
For critical system issues affecting patient care or compliance:
- โ Emergency Hotline: 1-800-MRO-HELP (available 24/7)
- โ Priority Email: critical@mroconnect.net
- โ Response time: 15 minutes for critical issues
Contact Support
Support Channels
Technical Support
- In-app support widget (fastest response)
- support@mroconnect.net
- 1-800-MRO-TECH (8am-8pm EST)
Account Support
- Account managers for enterprise
- accounts@mroconnect.net
- Schedule consultation calls
Support Hours
Standard Support
- Monday - Friday: 8:00 AM - 8:00 PM EST
- Saturday: 9:00 AM - 5:00 PM EST
- Sunday: Closed (emergency only)
24/7 Emergency Support
- Critical system failures
- Security incidents
- Compliance emergencies
Release Notes
Version 3.2.0
January 15, 2024New Features
- โ Enhanced mobile responsiveness for all dashboards
- โ Real-time chat integration for support
- โ Bulk user import functionality
- โ Advanced filtering for case searches
Improvements
- โ 40% faster page load times
- โ Improved accessibility compliance
- โ Enhanced security with 2FA support
Version 3.1.0
December 1, 2023New Features
- โ Appointment system with calendar integration
- โ Automated compliance monitoring
- โ Document template library
Bug Fixes
- โ Fixed notification delivery delays
- โ Resolved PDF rendering issues
- โ Corrected timezone handling
Update Schedule
MRO Connect follows a monthly release cycle with updates deployed on the first Tuesday of each month. Critical security patches are deployed immediately as needed.
Need Additional Help?
Our support team is available 24/7 to assist you with any questions or issues.