AWS Marketplace

Thank you for subscribing to Communicate

Your subscription is confirmed. Our team will guide you through the onboarding process to get your organization set up with Direct Secure Messaging.

What’s included in your subscription

Your Communicate subscription includes everything you need to exchange Direct secure messages and manage your provider network.

Direct Secure Messaging

HIPAA-compliant messaging via Webmail or Direct XDR, with digital certificate provisioning and DNS-based trust discovery.

Provider Directory

A searchable directory of healthcare providers and their Direct addresses, enabling your users to discover and connect with participants across the Direct Trust network.

Self-service administration

Administrative accounts to manage users, provider directory entries, and organization details without raising a support request.

What happens next

1

Onboarding kickoff

An Orion Health representative will contact you within 1–2 business days to schedule a kickoff call and begin collecting the details needed to configure your environment.

2

Organization setup

We will register each of your participant organizations, configure their Direct messaging domains, and provision digital certificates for secure message exchange.

3

Go live

Once your environment is provisioned and verified, we will provide user credentials, administrative access, and your Jira Service Management (JSM) support portal so you can begin exchanging secure messages.

Choose a messaging option for each participant

Each participant organization in your network must be configured with one of the following delivery methods. You can mix options across participants.

WebmailBrowser-based secure messaging

A hosted web application where users log in to send and receive Direct secure messages through a familiar email-style interface. No integration with your existing systems is required.

Best suited for

  • Organizations without an EHR or with an EHR that does not support Direct messaging
  • Small practices or clinics that need a simple, standalone solution
  • Quick deployment with minimal technical setup
What you need: Organization name, OID, and your preferred Direct domain. User accounts will be created during onboarding.

Direct XDREHR-integrated secure messaging

Messages are exchanged directly between Communicate and your EHR system using the Direct eXternal Data Representation (XDR) protocol. Secure messages appear within your clinical workflow.

Best suited for

  • Organizations with an EHR that supports the Direct XDR transport protocol
  • Workflows where clinicians need messages delivered into the EHR rather than a separate application
  • Higher-volume messaging environments that benefit from system-to-system automation
What you need: Organization name, OID, Direct domain, your XDR endpoint URL, and confirmation of whether your system supports Message Disposition Notifications (MDNs).

Information to have ready

Gather the following for each participant organization you plan to onboard.

Organization name & OID

Each participant's legal name and Object Identifier (OID) as registered with a national assigning authority.

Direct messaging domain

The preferred domain for each participant's Direct addresses (e.g., direct.yourorg.com).

Messaging option per participant

Whether each organization will use Webmail or Direct XDR. This can differ between participants.

Primary technical contact

A contact for each participant who will coordinate the setup. For XDR participants, this person should have access to endpoint configuration details.

Ongoing support

Communicate includes two tiers of support to keep your messaging running smoothly.

Tier 1 — Your responsibility

Administrative accounts

Your organization is responsible for day-to-day platform management using the designated administrative accounts provided during onboarding. These accounts give you full control over routine operations without needing to contact Orion Health.

  • Create, update, and deactivate user accounts
  • Reset user passwords and manage access
  • Manage provider directory listings — add, update, or remove provider entries and their Direct addresses
Tier 2 — Orion Health escalation

Jira Service Management portal

For tasks beyond Tier 1 that require Orion Health involvement, you will receive a dedicated Jira Service Management (JSM) account as part of your onboarding. Use the JSM portal to raise and track escalation requests.

  • Renew Direct certificates for participant organizations
  • Register new participant organizations
  • Domain or endpoint configuration changes
  • Escalated troubleshooting and incident resolution

Questions?

If you have any questions about the onboarding process or need to get in touch before your kickoff call, our team is here to help.

Contact us