Partner Frequently Asked Questions

As part of the emergency access service, DocuBank will store several pieces of vital client emergency information. All of these items are an optional benefit of the service and can be completed at the time of enrollment or added by your client at www.docubank.com at any time. Some of the information appears on the front of the DocuBank Emergency Access card. All of the information is provided whenever the client's directives are requested.

Optional information that is requested on the DocuBank Enrollment Form: Emergency contact information (the name and phone numbers of friends or family members and client's doctor), allergies and major medical conditions.

You should not hold off registering your client if you do not have all of this optional information. Send the enrollment anyway, for your client's protection!

The Fax to Physician Program offers you the opportunity to market your firm to local physicians by sending a one page fax (that looks as though it came from your office) to the doctor when your client's membership begins. The fax explains the service and provides the information the doctor needs to access the information for their patient. This service also includes an acknowledgement that the doctor is asked to fax to your office once the information has been obtained.

What you need to do to participate:

1. Opt your firm in by letting your Firm Support Specialist know.

2. Update your DocuBank Enrollment Form to include permission language for this service.

3. Include a fax number for the physician of the clients for whom you would like this fax sent

You can increase your marketing impact by adding your logo to your clients' emergency cards! There is a one-time $199 setup fee for this service. Click here to add your firm's logo!

DocuBank stores as many or as few pages as the client needs.

This service sends an email notification to the emergency contacts listed by your client on the DocuBank enrollment form. This information email includes the information the contact will need to access the information on file for the client and explains that they have been chosen as a contact. The email lists you by name and provides your phone number should they wish to contact you about the directives created for their friend or loved one.

What you need to do to participate:

1. Make sure your clients provide email addresses for their emergency contacts on their DocuBank Enrollment Forms, and prompt them to check the box at the bottom of their form.

Payment is due at time of enrollment. Client enrollments being sent by mail can be paid by check or credit card. Fax and email enrollments will be charged to your credit card.

This service includes the information for the above service but adds the additional service of adding an email sent to the emergency contacts (those who have email addresses on file) whenever the client's documents are requested. If this service is selected emergency contacts will also receive the initial email alerting them to their status as an emergency contact and letting them know they will receive the email when documents are used. The email sent will include the phone number of the requesting facility, if provided.

What you need to do to participate:

1. Make sure your clients provide email addresses for their emergency contacts on their DocuBank Enrollment Forms, and prompt them to check the box at the bottom of their form.

This space is intentionally undefined. This is a place for clients to list important information that does not fall into the field labels we have assigned. Clients can use this field for almost anything they feel should appear on their cards and retrieval cover page. Many clients use this space for additional medical conditions or allergies that did not fit in the allowed space. Some list religious beliefs and personal preferences. This space will display "medication list on file" if a client participates in the medication storage program. If you have a question about a client's specific use of this field, please call us.

DocuBank renewals have been part of successful maintenance programs for more than a decade! Adding a DocuBank renewal to your client annual maintenance or renewal program adds a tangible benefit that clients truly appreciate. Renewal rates for maintenance firms are greatly reduced and the rates decrease as your years of participation with the program increase. Participating firms also enjoy exclusive service offers and discounts on some ancillary services and enhancements.

What you need to do to participate:

1. Let your Firm Support Specialist know and they will follow up to complete your specific set up.

You will receive a monthly statement from DocuBank listing all clients we have registered in the prior month.

There is no charge to replace or add directives stored with DocuBank. The only exception is an additional initial fee for the storage of medication lists (since this information may change frequently). There is a higher registration fee to store a medication list. Once paid, the medication list can be replaced as needed.

If you would like to market your firm to area hospitals, we have created a one-page letter that will help you do just that. The template letter is yours to customize and works to let hospitals know to look for the DocuBank card from your clients as well as offering you and your office up as a resource for them should they have any questions.

What you need to do to participate:

1. Go to Materials to Download, this letter is available there.

An easy opportunity to get your name in front of referring professionals. The trust name can display on your clients' cards directly below your name on the standard format card. When clients use this card at banks and other institutions to recall the exact trust name - your name is there. This service is not available for Logo Cards.

What you need to do to participate:

1. Include this information on the enrollment form.
   

Clients will receive a letter from DocuBank approximately two months before their membership expiration date. A second notice letter is sent two weeks prior to the expiration date if clients have not yet renewed. These letters offer them the opportunity to update the emergency information DocuBank has on file for them and to renew their memberships. They may receive a reminder phone call or email from our member services staff.

If your firm is participating in DocuBank's client renewal program as part of the firm's maintenance program, your client renewals are handled differently. Please see DocuBank's maintenance program materials or call us with any questions.

We offer up to 6 additional opportunities for "touching" clients (each one includes a mention of you) when an email address is included on the enrollment form. These emails include service announcements, like a reminder to look for the card, a prompt to add a medication list if they would like to and more!

What you need to do to participate:

1. Include this information on the enrollment form.
   

You can call 610-667-3524 or email us to order brochures.

DocuBank offers four types of client brochures:

1. Standard DocuBank client brochures

2. DocuBank client brochures for attorneys who include DocuBank as a gift for their clients

3. Brochures geared toward LGBT clients

4. Brochures for DocuBank's Family Services for minors, college students, and adults with special needs.

Contact us! We will be happy to answer any and all questions!

Call 610-667-3524 or email info@docubank.com.

You can submit client enrollments in three ways: fax, email or mail. Please refer to the DocuBank Enrollment Instructions Sheet for details. To begin taking advantage of the fax or email option, please submit a fax/email application and a credit card charging application, which we will keep on file. For these applications, please call us at 610-667-3524.

The DocuBank address for mailing enrollments is: P.O. Box 629 Springfield PA 19064.

Due to the nature of the service, which is to make healthcare directives highly accessible, DocuBank will not store clients' financial documents or other sensitive legal documents via the Emergency Card. We also will not store copies of medical records because this information changes too frequently.

Clients are able to add a lot of additional information to their Primary or SAFE account once they are enrolled.

What emergency information does DocuBank store?

As part of the emergency access service, DocuBank will store several pieces of vital client emergency information. All of these items are an optional benefit of the service and can be completed at the time of enrollment or added by your client at www.docubank.com at any time. Some of the information appears on the front of the DocuBank Emergency Access card. All of the information is provided whenever the client's directives are requested.

Optional information that is requested on the DocuBank Enrollment Form: Emergency contact information (the name and phone numbers of friends or family members and client's doctor), allergies and major medical conditions.

You should not hold off registering your client if you do not have all of this optional information. Send the enrollment anyway, for your client's protection!

DocuBank I.C.E. (In Case of Emergency) is a program for college-age children and their parents. The I.C.E. card combines all the benefits of the core DocuBank service with an immediate alert that is sent to the parent whenever the child's documents are requested. There is a separate brochure and enrollment form for this service.

Please contact us if you would like additional information about adding this service to your firm's client offerings. Call 610-667-3524 or email providers@docubank.com.

You can mail Replacements: DocuBank P.O. Box 629 Springfield, PA 19064. Please make sure the member's name and member number (if available] appear on the cover page.

Use the Upload Documents feature in the member services section of the site.

Or email to replacements@docubank.com.