Call Queue Processing

To use the call queue tracker, you must have a call-tracking provider integrated with the CRM. This feature will track incoming calls and recordings and allow users to create the following:

• Patients
• Patient Contacts
• Referral Sources

Call Queue API: Our Call Queue API syncs key events back to your call-tracking software, supporting detailed reporting. Click here to learn more.

Accessing Call Queue Tracker

1. Select CRM > Admissions management > Queues > Call Request Queue.
   
   

Processing Call Records

1. Upon a new call record landing in your Call Queue, users will see a dynamic field appear displaying the number of new call records that have been received by their organization.
   
2. To process a call, select the ID from the Call Queue menu.
3. Once the call has concluded, select Call Disposition.
   
4. Set the Call Rating.
   
5. Select the Relationship type if applicable.
   
6. Add in any Notes or CRM Tags, and select Save Changes.
   
7. The Call Record will now be present in the dispositioned records view of the Call Queue.

Creating Patients

1. Select the ID from the Call Queue menu.
   Important: Be sure you are not speaking to a client who is already present in your system.
   
2. Select a Call Disposition, Call Rating, Relationship, Notes, and CRM tags.
3. If an assessment is required, select your desired form template on the search for assessment drop-down field. Select Answer.
4. The Assessment Response modal will appear. Proceed to complete the assessment. Select Save and choose Save & PDF.Important: CRM smart fields can be used to pre-populate information into the new patient record being generated via the call queue.
5. The assessment will become available within the new patient record once generated.
6. Utilize the New Record Type drop-down field to select Patient. Then select New Patient to begin documenting the record.
   
7. The New Patient modal will appear to allow you to begin filling out all pertinent information. The caller ID and Phone number will pre-populate into the Patient's Record.
   
8. Once you have filled out all desired fields, proceed to select Save Changes.
9. The system will open a new tab on your browser presenting the new patient record to allow the user to perform additional documentation.
   Important: If no call disposition is selected, the system will automatically save the call record as Prospect Added.

Creating Patient Contacts

To create a contact from a call record, use the steps below.

1. Access your desired call record within the call queue by selecting the ID column corresponding to the record.Important: Be sure to ensure you are not speaking to a contact that is already present in your system.
2. Utilize the new record type drop-down field to select patient contact. The call record will require you to select a corresponding facility for this patient contact. Select New Patient Contact to begin documenting the new record.
   
3. The New Patient Contact modal will appear to allow you to begin filling out all pertinent information.
   
4. The caller ID and Phone number will pre-populate into the contacts' full name and phone field to streamline the documentation process.
5. Once you have filled out all desired fields, proceed to select Save Changes.
6. The system will open a new tab on your browser, presenting the new Unknown Lead patient record that the new contact record was placed under.
   Important: Unknown Lead Records can be identified by using the global search bar and searching by the patient contact information.
   
   Important: The call record will be auto-dispositioned to the prospect added.
   

Creating Referral Source Contacts

To create a referral source contact from a call record:

1. Access your desired call record within the call queue by selecting the ID column corresponding to the record.
   • Important: Be sure to ensure you are not speaking to a referral source contact that is already present in your system.
2. Before generating the new referral source contact record, proceed to select a corresponding Call Disposition, Call Rating, any call-related notes, and CRM Tags if necessary.
3. Utilize the new record type drop-down field to select the referral source contact. Select New Referral Source Contact to begin documenting the new record. 
4. The system will display the new referral source edit modal including the referral source contact section. This allows users to create the organizational record along with generating a unique contact for the referral source.
   
5. The caller's phone number will pre-populate into the referral source contact record to streamline the documentation process.
6. Once you have filled out all necessary fields, proceed to select Save Changes.
7. The call record will be automatically dispositioned as referral source added.
   • Important: Users may select any desired disposition to be applied to the call record. The system will preserve the original disposition documents, overriding the auto-disposition behavior.

Associating Calls to Existing Records

The CRM will scan the existing records to identify potential matching patients, patient contacts, and referral source contact records. Any record containing a matching phone number will be displayed on the call record Modal.

Important: Patients, Patient Contacts, and Referral Source Contacts may contact your organization utilizing a different phone number than what is on file. In this scenario, use the Find Records field to search for any desired records to associate with the call.

Patient record matches will display the following data points to further ensure duplicate records are not created.

• Date of Birth
• Latest Opportunity Status
• Opportunity Create Date
• Total Open Opportunities

To verify that you are associating the call record with the correct file, select the action menu and proceed to preview the record.

Once you have verified that the caller already has a record on file, Select the desired record to associate with the call by clicking on the associated row corresponding to the record. A record is associated once the row is highlighted in yellow.

Quick Actions

Quick Actions can be performed on the associated record by selecting the action menu.

Quick Action options vary by record type:

1. Patient Records
2. 
   
   
3. Referral Source Contact

Once you have performed your desired quick actions for the associated record, proceed to select a Call Disposition, set call rating, select Relationship - if Applicable, and add any additional notes if needed, and set a CRM Tag. Select Save Changes.

The associated call record can now be seen in the following areas:

1. Patient Records – Patient Activities (Call Queue)
2. Referral Sources – Associated Call Queue Records