In the last lesson we explored the patient profile. Now, we'll dive into some specific user actions.
In this lesson, you'll learn how to:
- Complete a scheduled call
- Initiate an unscheduled call
Let's get started!
Completing a scheduled call
If a call has been scheduled with a patient either automatically or manually, a prompt will appear in the patient's profile on the day of the call:
Click on Begin Call to initiate the call. This will trigger Welkin to call you and ask you to "press 7 to continue". Then, Welkin will connect you to the patient.
Patients will not see your number on their caller ID. Instead, they will see the Welkin number they have been given to contact their primary coach:
Once the call has been initiated, the workflow prompt for that call will appear. Follow all of the steps listed and when the call is complete, click Call Finished to record it as a timeline event:
Initiating an unscheduled call
If you are trying to make a call that has not been automatically scheduled through the platform, click on the Call button in the action bar:
A call prompt window will appear in the lower left corner of your screen:
In the pop up call window, select which call type you would like to make. The available options will depend on your role and the program phase the patient is currently enrolled in:
Press Call to start your call. You will see a message confirming that the call was initiated:
Once the call has been initiated, you will be entered into the workflow for that call type, which will guide you to the actions that you need to take on this call (such as filling out a survey or assessment, for example).