Keeping track of missed patient opportunities that require follow-up from your team can get complicated. Has anyone else seen this particular call? Are you the first one addressing it? The new Call Details update in Call Box includes engagement insight into which users are seeing patient calls. As a result, you can quickly identify calls that haven't been seen by any other managers or staff at your practice.
“Seen History” makes accountability and internal communication easier, especially on those important missed appointment opportunities which require timely follow-up. Now a log is created and added at the bottom of the particular call detail when the call is seen by a Call Box user. This insight provides the assurance that your valuable opportunities have been seen by another user and will be handled properly.
Users' Seen History is archived on each particular Call Detail whether the user has seen the call from an automated report or within the Call Box platform.
Here are some quick recommendations on how to use this new data:
- Look for Seen History on any missed opportunity calls. If no other users have seen this call, act quickly - it likely means no one has called this patient back and the opportunity still needs to be handled.
- Dedicate a particular staff member to ensure all missed opportunity calls are followed up with. He or she should review any missed opportunity calls daily.
- Hold team members accountable for reviewing certain types of calls. Review Seen History on select calls as part of a weekly meeting.
- Use the Customer Info button to see any other inbound calls from the same patient or outbound follow-up calls that may have been placed after the missed opportunity occurred.
This update is live for all Call Box packages that have call reviews. Interested in learning more or have additional questions? Contact firstname.lastname@example.org.