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Guide to CareConnect Virtual Training

Effective: January 12, 2026

To ensure you are fully tech-ready for your virtual CareConnect training session, you are required to complete all steps listed below before your scheduled training. Successfully completing these steps will confirm that you have the necessary tools, Mednet access, and a properly configured computer.

If you are completing virtual training from home and are unable to complete the required steps prior to your session, please consider the following alternatives:

  • Participate in the virtual training from an approved onsite location
  • Reschedule your virtual training to a later date

Note: Please plan for the steps below to take approximately 1–2 hours to complete.

Technical Checklist

Setup required prior to Virtual CareConnect Training

Step 1: Download Duo Mobile App

Duo is a Multi-Factor Authentication (MFA) which adds extra security, in addition to your username and password, by asking you for another piece of information via your mobile phone.

Before getting started with the steps below, download the Duo mobile app on a mobile device that you will use to help you authenticate into our UCLA systems. 

Download Duo Mobile App for iPhone
Download Duo Mobile App for Android

Step 2: Enroll in Duo for UCLA Health

When connected to the UCLA Health secure network:

  1. Visit mfa.mednet.ucla.edu
  2. Enter your Mednet username
  3. Enter your temporary password

Note: If you do not have your Mednet username or your temporary password, contact Customer Care at 310-267-CARE (2273).  Be prepared to confirm your identity when requested by the Customer Care agent. You may need to provide a selfie picture that contains you and your UCLA ID badge or another government picture ID.

  1. Enter your UCLA Employee ID/UID Number
  2. Provide the information about your mobile device and follow the prompts for self-enrollment
  3. Use your mobile device to open the Duo Mobile App and press the plus sign (+) to add account and scan the QR code when prompted.

When away from the UCLA Health secure network (remote and off network):

  1. Before calling, please be prepared to provide verification of your identity by providing the following:
    • Your secret word (provided by your manager)
    • Your mobile device with the Duo Mobile app installed
  2. Call UCLA Health IT Customer Care at 310-267-CARE (2273)
  3. Request to be enrolled into Duo Mobile as a new Mednet user

Step 3: Change Password

After you enroll in Duo, immediately change your password.

  1. Visit changepassword.mednet.ucla.edu
  2. Enter your Mednet username and temporary password
  3. Accept the prompt for Duo Mobile
  4. Create a new password that meets the requirements

Step 4: Update Secret Word

You have been provided with a temporary Secret Word. Update your Secret Word to something you will remember. When seeking assistance with password resets or access to systems, you will be required to provide your Secret Word.

Change Secret Word

Important: Steps 1 – 4 must be completed before proceeding to the following tasks.

The steps below must be completed with the device(s) (e.g., laptop or desktop computer) that you will use for training. If you are training from home, please prepare the device by following the steps below.

Step 5: Verify or Install Citrix

CareConnect is accessible through an application called Citrix.

Steps to Verify Whether Citrix is Installed

For UCLA Health workstation or computers, verify Citrix is installed on your assigned workstation.

  1. Click the Windows Start Menu
  2. Search for Citrix Workspace
    • If installed, the Citrix Workspace application will appear, and this task is complete.
Searching for Citrix in Windows search bar
  • If not installed, “No results found” will display. Please follow the steps below to install Citrix.

Steps to Install Citrix

  1. Click the Windows Start Menu
  2. Search for and open Software Center
  3. Under Applications tab, select and install Citrix
  4. If you are unable to install Citrix

Step 6: Verify Access to Training Environments

  1. Go to mednet.uclahealth.org
  2. Under Frequently Used, click one of the two options:
    • Remote if you are offsite and not connected to UCLA Health network. (Note: You will need to enter your Mednet username and password and authenticate with DUO for multi-factor authentication).
    • Local if you are connected to UCLA Health Network
CareConnect remote and local options on Mednet homepage
  1. Verify you have the applications Hyperdrive TPLY and Hyperdrive TPLY2. Click Hyperdrive TPLY to launch the application.
Hyperdrive TPLY and TPLY2 icons

Note: If you are prompted to log into Citrix Workspace, use your Mednet AD account using this format:

  • Domain\Username: AD\your username
    • Ex: AD\jbruin
  • Password: Enter your AD password
    Citrix Workspace window
    1. Confirm you are able to view the Hyperdrive login page, similar to image below. Do not log in.
    Hyperdrive TPLY login page
    1. Once you have successfully launched the training environment, please take a screenshot of the login screen and share it with your manager to confirm your access.

    Step 7: Access Training Materials in Mednet Email

    UCLA Health IT provides a Mednet email to employees and affiliates of UCLA Health and UCLA Health Sciences. Your training instructor has emailed you details to help you prepare for your class.

    1. Sign in to your Mednet email on Outlook Web. Your email address is your Mednet username followed by @mednet.ucla.edu (e.g., jbruin@mednet.ucla.edu).
    2. Navigate to the CareConnect Training class calendar invite
    3. Accept the calendar invite
    4. Review attachments and links, and complete any assigned pre-work

    Step 8: Review Zoom Basics and Settings

    If you would like to check your settings and display options in Zoom, first join a test Zoom session and review the information below.

    Join a Test Zoom Session

    To find helpful Zoom tips, go to the UCLA Health IT’s Guide for Zoom

    Audio Settings

    Set your microphone and speakers according to the preferred device.

    Tip: If you are onsite, headphones are helpful.

    If you experience audio issues, join audio from a phone.

    Zoom join audio icon
    1. Click the arrow next to Audio
    2. Click Switch to Phone Audio
    Zoom audio and switch to phone audio buttons
    1. Dial 1-669-900-6833 use the Meeting ID provided
    Zoom dial in and meeting ID numbers

    Unmute Audio

    Your audio is muted when you join a Zoom session. You can click on the microphone icon on the toolbar to unmute yourself when you are ready to speak.  Please keep yourself muted when you are not speaking.

    Unmute button on Zoom
    Video Settings

    Update your Zoom background

    1. Click the arrow icon next to Video
    2. Select Choose Virtual Background
    3. Select from available backgrounds or download approved UCLA Health Zoom Backgrounds

    Note: Onsite workstations may have a hidden camera

    Camera on onsite workstation
    Camera on onsite workstation
    Sharing Screen or Desktop
    1. Click Share Screen 
    Share screen button on Zoom
    1. Select the Screen or Window you would like to share
    2. Click Share
    Share screen or window options in Zoom
    Zoom Chat

    You can send chat messages (including questions) to the entire group, or a private chat to the host(s) of the meeting. Click on the Chat icon in the toolbar to view the chat panel.

    Chat icon on Zoom

    Step 9: Virtual Training Policy

    Class Attendance

    • Arrive on time: If you arrive 15 minutes or more late, you will need to reschedule
    • Return from breaks/lunch on time: NO late entries
    • Participation is required and counts as attendance.
    • Pass all required proficiencies with a minimum score of 80%.
    • When sessions are 2 or more days, you MUST attend all days consecutively
      • If you are unable to attend or complete one or all days, please reach out to your manager to reschedule.

    Note: Once class starts, email your trainer with emergency situations that affect attendance.

    Class Expectations

    • Cameras On
    • Be on your own computer: Sharing workstations is not allowed

    Note: Please reach out to your trainer if you experience technical issues during class.

    Required Participation:

    • Chat box
    • Screen sharing
    • Be prepared to be called by name
    • Complete all in-system exercises (exercises are reviewed by trainer)
    • Pen and notepad for notes
    • Complete post-course evaluation

    You are expected to attend class with the device that has been verified using the steps above. These items must be installed and ready prior to class:

    • Install Citrix (see Step 5 above)
    • Stable internet connection
    • System updates prior to class
    • Disconnection beyond 10 minutes may require you to reschedule to the next available class

    Warning: You will be rescheduled if you attend class with a different device that is not prepared for class

    When switching computers during class, please remember:

    • All training programs should be installed and accessible.
    • Note: If the device you are switching to is not training compatible, you will be asked to reschedule to the next available CareConnect class. 

    Working from home:

    • Business casual attire
    • Quiet space
      • Turn off email and cell phone notifications
      • Remove yourself from any distractions

    Step 10: Joining the Zoom Meeting

    When it’s time to join your training session, follow these steps:

    1. Login to your Mednet email account
    2. Locate the calendar invite from the trainer to access the zoom link for your scheduled class

    Important: If you are unable to join the Zoom meeting for your training, check your Mednet email for instructions from the trainer.  If you continue to experience difficulty joining the zoom session, please email careconnecttrainings@mednet.ucla.edu for further assistance.

    Questions

    For questions and assistance about the preparation steps above, please contact your manager.

    For technical issues, please contact Customer Care at 310-267-CARE (2273). Specialists are available 24/7 to provide support.