COMPLIO TRAINING MASTER GUIDE

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PART 1: DAY 1 -- THE STUDENT PERSPECTIVE (DASHBOARD & TOOLS)

Think of Complio as an online checklist. Schools use this website to make sure students have all their background checks and health records done before they work with real patients.

1. Creating a Student Account

• School Links: Every school has a special web page link. Students can find these in Confluence, but it is best to tell them to get the link directly from their school.
• Example (Chamberlain University): Go to chamberlain.complio.com -> Click "Register" -> Fill out Personal, Contact, and Account Info -> Click "Create Account" (bottom-right) -> Tell student to log in.
• Best Web Browsers: Only recommend Google Chrome or Mozilla Firefox. Other browsers cause the site to glitch.
• Two Existing Accounts? How to Link Them: If a student tracks requirements for two different schools, they must link their accounts so they do not have to upload everything twice.
• To Link: Go to "Edit Profile" -> Click "Link Account" (under account info) -> Type the email and password of the second account. (The names and emails must match exactly!).

1. Placing an Order & Buying Subscriptions

• Starting an Order: Log in and click the "Get Started" button on the school's home page. If they need help, there is a "View videos" option in the top-right corner.
• Missing Buttons: If a student already ordered before and needs to order a new package, but the "Get Started" button is missing, tell them to click the "Shopping Cart" or "Place Order" button at the top-right.
• Pick the Right Package: Click "Load Packages" to see options. If the student does not know which package or program to choose, refer them back to their school. Always tell them to double-check their info before paying!

1. Managing Your Profile & Documents

• Mapping Documents (The #1 Error): Students often complain that their status says "Not Compliant" even after they uploaded a document. This happens because they forgot to MAP (link) the file to the specific requirement. Uploading is not enough; they must map it!

• Editing Your Profile: Click the student's name next to "Welcome" (top-right) -> Click "Edit Profile" (left panel).

• Adding an Alias or Maiden Name: If their documents have an old last name, they must go to "Edit Profile" -> Check the box "I have an Alias or Maiden name" -> Click "Update" at the bottom.

• Status Color Codes (The Legend):

• YELLOW = Pending. Tell the student it takes 1 to 3 days for the review team to verify it.

• RED = Rejected. The system will give them a clear written reason explaining exactly what is missing.

• Script for Angry Students: If a student argues about a rejection, say: "We are just following the School Mandatory Requirements."

1. Account Changes & History

• System Alerts: When a student logs in, a pop-up window will automatically warn them about any "Not Compliant" items on their account.

• Renewing an Expired Tracker: Go to "Order History" -> Find the subscription -> Click "Renew Subscription". Note: This link only becomes clickable 30 days before the package expires.

• Changing a Program (Major): Go to "Order History" -> Click "Change Program".

• CRITICAL WARNING: Immediately after switching, the immunization/compliance button will disappear from the dashboard. Do not panic! It takes 24 to 48 hours (1 to 2 business days) for the system to move the documents over. After that, the button returns.

• Pro-Tip: Tell students to renew their current program subscription before changing to a new one so their historical files transfer over smoothly. Remind them to upload any new requirements for the new program.

• Marking a Student "Graduated": Go to "Order History" -> Click "View Details" -> Look under Package Details and find Graduation Status -> Select "I have graduated" -> Click "Yes" on the pop-up.

• Note: This does NOT delete their records. It simply blocks the school from viewing their active screens and reports.

• Viewing Completed Reports: Click the "Report" tab on the left menu -> Select the report you want to see (Background Check, Drug Test, Fingerprints, etc.).

• Corporate Update: American Data Bank was bought by DISA in 2025. Support emails now go to complio@disahealthcare.com.

• Profile Share: Located under the "Profile Sharing" tab. Students can securely send their background checks, drug tests, or vaccine records to clinical sites, bosses, or outside contacts.

• Required Documents Tab: Students can download school-provided forms here. Note: Some forms (like specific physical exam templates) must be gotten directly from the school or an outside third-party site.

1. Integrations & Submitting IT Tickets

• What is an Integration? It is a link that lets outside computer systems (like AceMapp or MyClinicalExchange) share data with our platform automatically.
• How to Check Integration Status: Go to Profile Details -> Click "Portfolio" (next to Applicant Login) -> Scroll down to "Integration(s)".
• Before Submitting a Ticket: Always walk the student through Basic Troubleshooting Steps (BTS) first: clear browser cache, switch to Chrome/Firefox, or try an incognito window.
• When to send an email ticket to complio@disahealthcare.com:

1. Compliance Status Error: Student meets all green rules, but their account status won't update.
2. Failed Integration: The sync with AceMapp/MyClinicalExchange fails after troubleshooting.
3. Failed Login: The user cannot log in, BTS fails, and you can see the error yourself.
4. Internal System Issues: The website breaks or experiences a data glitch.

• EXACT EMAIL TICKET FORMAT: Student: School: Agency: (Only for clinical rotations; write N/A if not needed) Node: (Program or Order Hierarchy details) Package: [Leave a space here] Summary of the Issue: (Describe the bug and list what troubleshooting steps you tried)

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PART 2: DAY 2 -- DOCUMENT VERIFICATION RULES

As a document reviewer, your job is to act like a detective.

[THE TWO GOLDEN RULES OF REVIEWING]

1. DO NOT TRUST THE STUDENT: Never accept their word blindly if they argue about what is on a form. Say: "Please log into your account and look closely at the specific document you submitted."
2. NO GUARANTEES: Never tell a student a document will definitely be accepted. If they don't have the right proof, say: "I am sorry, we are only following the school's mandatory requirements. You will need to reach out to your school directly to ask for an exception."
3. Provider Name Rules

Every document must prove WHO performed the medical service. The provider name cannot be completely handwritten; it must be typed, stamped, or printed on an official letterhead.

The 4 Types of Acceptable Providers:

1. Healthcare Facility: Hospitals, clinics, pharmacies, private labs.
2. Individual Person: A licensed professional. The form must show their credentials (MD, Dr., RN, NP, APRN) OR show an action only a provider can do ("Administered by...", "Given by...", "Ordered by...").
3. An Official Database: Computer records from systems like Patient Portal, MyChart, AllScripts, Epic, or E-Charts.
4. A Government Entity: Records from the VA (Veterans Affairs), VHA, Department of Defense (DoD), American Embassies, Public Schools/School Districts (must list the specific school name), or Medicare/Medicaid documents.

UNACCEPTABLE PROVIDERS (REJECT THESE):

• Employer Documents: Records from a company's internal database (Keywords to reject: Employee Health, Employee Health Services (EHS), Occupational Health, Employee ID, Associate Health, or checking an "Employee" box on a form). These are only okay if an outside clinic's name/address is also on the page.
• Tracking Competitors: Forms printed from competing compliance companies like CastleBranch.
• Form Printers / Info Sites: Generic forms or pamphlets from Immunize.org, VaccineInformation.org, The Immunization Action Coalition, MED-PASS, or Mead Johnson's Baby Formula booklets.
• School Form Exceptions:
• Current School: If the student submits an official form belonging to the exact school you are currently reviewing, a typed/stamped provider name is NOT required if the layout matches.
• Different School: If the form has a logo from a different college, it MUST have a typed or stamped provider name to be accepted.
• University Clinics: Documents issued by any university-run student clinic or university hospital are always acceptable providers for any school account.

1. Student Name Rules

The First and Last name on the record must match the Complio profile exactly.

• How to Read Names in Complio: The Middle Name is always highlighted in RED. Anything before the red text is the First Name. Anything after the red text is the Last Name. If there is no red text, hover your mouse over the name string to see how the system splits them.

• The Comma Rule: If a document has a comma (ex: Smith, John), everything BEFORE the comma is the last name, and everything AFTER is the first name.

• No Comma (First Middle Last): Match first to first and last to last. Complio displays profiles as First Last. If a document is written as Last First with no comma, but the spelling is correct, accept it (ex: Mary Smith and Smith Mary match).

• Three or More Names: The first word is the first name, the last word is the last name. Middle words can count toward first, middle, or last fields.

• Step-by-Step Matching Criteria:

• First Name: Must match. If both have two first names, but only one matches perfectly, it passes.

• Middle Name: Only checked if a middle name exists on BOTH the document and Complio. Only one middle name needs to match. It can match exactly (George to George) or by initial (George to G). "NMN" means No Middle Name.

• Last Name: Must match. Only one last name needs to match perfectly. If both contain two last names and at least one is spelled perfectly, accept it.

• Things to Ignore completely: Suffixes (Jr, Sr, III), minor punctuation (O'Malley vs OMalley), gender letters (M/F) on name lines, and numbers.

• Action Steps for Name Problems:

• Missing Name: Reject using code "2 Document must list name".

• Misspelled Name: Reject using code "2 Name does not match MISSPELLED".

• Alias / Maiden Name: Check the left panel for an approved alias. If it's not there, tell the student to go to "Edit Profile" and link it.

• Test Accounts: If a record says "Test", reject it instantly.

• Someone Else's Record: If the document clearly belongs to a completely different human being, do not review it. Escalate it straight to your supervisor.

1. Provider Signatures

A provider's signature is completely separate from their printed name.

• If a form has a typed doctor name but the signature line is blank, REJECT it.
• If it has a signature but no printed/stamped provider name, REJECT it.
• Required Fields (Must be filled if they appear on the form): MD Signature, RN Signature, Given by Signature, Administered by Signature, Healthcare Provider Signature, Physician Signature, Physician Assistant Signature.
• Non-Required Fields (Can be left blank): Boxes that just say "Name", "Initials", or "Stamp" without a signature line; a generic signature box that doesn't state who must sign; or signatures inside sections for services the student isn't using (like an empty exemption waiver box).
• Chamberlain University Exception: Chamberlain's Annual TB Screening Form MUST have a valid provider signature or an official stamp to be approved for any TB requirement.

1. Service Dates & Safe Data Entry

All documents must show a full date (Month, Day, and Year) for the service being checked.

• Formats allowed: MM/DD/YYYY, MM/DD/YY, DD/MM/YYYY, Month DD, YYYY, or DD Month YYYY. If a document uses DD/MM/YYYY, you must manually rewrite it into the standard MM/DD/YYYY format in our system.
• ⚠️ CRITICAL WARNING FOR DATA ENTRY: Do NOT press the "Enter" key after typing a date into the input field! Pressing Enter immediately saves the item and kicks it completely out of your processing queue. Click your mouse cursor safely outside the text box instead.
• ⚠️ SCROLLING HAZARD: When a date text box is active, using your mouse scroll wheel up or down will automatically change the numbers inside the box! Click outside the date text box to deselect it safely before scrolling the page.
• Rejection Shortcut: If you are already rejecting a document for another reason, do not waste time correcting an incorrect date field.

Sorting Good Dates from Bad Dates for Vaccines:

Good Dates (Counts as Shot Given):

• Given Date / Administration Date / Date Done

• VIS Given Date (The date a Vaccine Information Statement was handed to a patient during a live shot)

• "Today's Date" text: If a form says "Today's Date", type in the exact calendar date the student submitted the file, not the date you are reviewing it.

• Letter Verification: Letters from doctors are only okay if they state exactly when the shot happened.

• Fail: "Student received their Tdap vaccine." (No date given).

• Pass: "Student received their Tdap vaccine today." (The date of the letter counts as the shot date).

• "Status as of" Dates: If a official summary says a series is "Completed status as of [Date]", you can use that date as the official shot date.

Bad Dates (REJECT THESE ❌):

• Printed Date / Forecast Date / Recommended Shot Date / Next Due Date
• Order Date / Prescription Date
• Fill Date / Date Sold / Promised Date (This just means the pharmacy sold the drug, not that it was injected)
• Receipt Date / Bill Date (Unless explicit medical administration notes say otherwise)
• VIS Date: A standalone generic "VIS Date" is just the historical printing date on the side-effects paperwork—it does not prove a shot was given.
• Future Dates (Always reject future dates, but double-check if a student is submitting from a foreign time zone that crossed into the next day already).
• Partial Dates: Missing the day or the year.

Advanced Series Rules:

• If a vaccine expires yearly (like Flu or Tdap), always type in the most recent date on the form.
• If it is a multi-dose series (like MMR or Hep B), look at the requirement name in the system. If it says "Dose 1", enter the first date listed on their chart; if it says "Dose 2", grab the second chronological date, and so on.

1. "Dose Declined" vs. "Shot Does Not Count"

• "Dose Declined" or "Not Administered": This means no medicine entered the arm because the student refused it. REJECT the item entirely. If they say they are too sick to take it, tell them to contact their school for an override.
• "Shot Does Not Count": This means the vaccine was successfully injected, but it fell outside standard CDC/government timelines. ACCEPT this date! Schools make their own compliance rules and do not require strict adherence to government schedules.
• Consent vs. Ordered Dates: An "Ordered Date" is never accepted. A "Consent Date" alone is not acceptable, but if it is printed on an official military deployment record that shows a vaccine was actively given, you can use it.

1. Document Integrity Framework

Every single file uploaded must pass these 4 strict checks:

1. Single-Document Rule: A submission must be a single type of document. It can be multiple pages, but they must all belong to the same cohesive medical record or form set.
2. The English Mandate: All required information (Name, Dates, Vaccine Types) MUST be written in English. A document can be mostly in a foreign language only if the target tracking fields have clear English translations printed right next to them. Reviewers cannot self-translate a document, even if they speak the language fluently!
3. No Whiteout or Tampering: Documents cannot contain whiteout corrections or signs of text alteration. If a file looks tampered with, do not review it—skip it immediately and forward it to a supervisor. (Note: Handwritten ink corrections that are cleanly crossed out, updated, and initialed/stamped by a doctor are completely acceptable).
4. No Mismatched Forms: A student cannot upload a waiver or declination form inside a standard vaccine category. Regular tracking items require actual medical proof of a shot or lab test.

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PART 3: VARICELLA (CHICKEN POX) REQUIREMENTS

Varicella is the medical name for the virus that causes Chicken Pox. It is highly contagious. Because students on clinical rotations work around hospitalized children, preventing the spread of this virus is incredibly important. Most people become immune after getting the disease once, but it can cause Shingles later in life. (Note: Chicken Pox and Shingles are two different conditions!).

1. The 4 Ways to Satisfy the Varicella Category

A Varicella system category can be approved using any ONE of these paths:

1. 2 Vaccines: Proof of 2 separate shot dates from ANY TIME in their life.
2. Antibody Titer: A blood test report proving immunity.
3. History of Disease (HXD): An official statement confirming they had chicken pox in the past.
4. Declination Waiver: An official form where they refuse the shot (only allowed if the school's package permits it).
5. Vaccine Timeline & Approved Names

• Timeline: Vaccine #1 can be given at any time. Vaccine #2 must be given AT LEAST 1 MONTH after Vaccine #1. An Antibody Titer blood test must be drawn AT LEAST 1 MONTH after Vaccine #2.
• Acceptable Vaccine Names:
• Generic: Varicella, VAR, Chicken Pox, Varicella Zoster, V Zoster, VZV, MMRV (Combo shot).
• Brand Names: Varivax, ProQuad (Combo shot).

1. History of Disease (HXD) Rules

An HXD statement must state that the student was infected with Chicken Pox in the past, and it MUST list at least the year of infection.

• Self-Reported: A written statement written out by the student themselves.
• Medically Documented: Must be signed/stamped by a healthcare provider, or written on an official medical facility letterhead.

1. The "Medical Immune" Trap

Be highly careful with the phrase "Medical Immune" (very common on US military documents). This phrase alone does NOT prove a Titer blood test was done.

• Look for context clues: To count it as a Titer, look for keywords like collection date, drawn date, blood, serology, test results, or date of exam.
• If you cannot find any lab clues, and there is no other acceptable documentation, you must REJECT the item and ask for clarification. Explain that we need to see exactly how they are immune to ensure it meets the rules.

1. Deciphering Tricky School Rules

Look at this confusing school guideline example: "Required: 2 vaccines AND a positive antibody titer (lab report required) OR Positive antibody titer (lab report required). If your titer is negative, submit a booster."

How to read this easily so it doesn't trick you:

• Path A: A Positive Titer lab report alone clears the requirement.
• Path B: If the student's titer lab report comes back Negative or Equivocal (unclear), they must submit proof of 2 Vaccines to pass. ========================================================

Meeting ID: 443 920 723 871 35

Password:Ej2Rj7Ao

DAY 3

MMR - Measles , Mumps, Rubella

Measles, Mumps, & Rubella (MMR) Intro to Measles, Mumps, & Rubella (MMR) . MMR refers to a group of 3 diseases : Measles, Mumps, & Rubella They are commonly grouped together because one combo vaccine protects against all 3 diseases!

All 3 diseases are highly contagious & mass outbreaks are always a threat Almost ALL Clinical Sites in the US require both employees & students to be vaccinated to prevent outbreaks

Keep in mind: Measles is also known as "Rubeola" Rubella is also known as "German Measles" No other name for Mumps Be careful of this while looking over Vaccine Records & Titer Results

Reviewing MMR:

An MMR category may ask for any of the following: 2 vaccines (2 separate dates from ANY TIME) Antibody Titer Declination Waiver Vaccine #1 Given at anytime Vaccine #2 Given at least 1 MONTH after vaccine 1 Antibody Titer Tested at least 1 MONTH after vaccine 2

MMR Vaccines:

These are all Acceptable vaccine names

Priorix Generic Names Measles, Mumps, and/or Rubella (separate or together) MMR MMR II MMRV (Combo of MMR & Varicella) Brand Names Priorix ProQuad (Combo of MMR & Varicella)

labreport/result will be considered when there's

collected date collection date drawn date specimen date

OPENING ACCOUNT SPIEL SEQUENCE ask for ssn and dob as well as institution if not american ask first last name, dob, email, number, and username