Efficient Member Call Process

This document outlines a series of professional steps to effectively manage and document a call with a member or patient. It involves syncing information, conducting a conversation, and utilizing tools to record and improve communication efficiency.

Step 1

To begin, contact the member, Michael. Ensure the necessary browser extension is pinned to your toolbar and the companion tool is accessible at the bottom right of your screen.

Step 2

The companion tool can be moved across your screen. Open the tool, which should automatically sync with Michael Rodriguez. If it does not sync, manually search and select the correct member from your homepage.

Step 3

Proceed to sync once more to verify that the information is up-to-date. Initially, there might not be any visible data about Michael, indicated by gray areas.

Step 4

Check the call history for brief or disconnected calls. Proceed to make a call using the available phone system.

Step 5

While your system may differ, it has been configured during implementation. Initiate the call to Michael by addressing him personally.

Step 6

Greet Michael professionally, confirming his identity as Michael Rodriguez, and introduce yourself as a representative from the health plan.

Step 7

Michael confirms his identity. Acknowledge this confirmation.

Step 8

Inform Michael that the call is being recorded and explain that the purpose of your call is to ensure he has everything needed after being discharged from the hospital.

Step 9

Michael may express feelings of adjustment post-discharge and mention medications provided by the doctor.

Step 10

Ask Michael about his pain level for a clearer understanding of his condition and he may express uncertainty about medication usage.

Step 11

Acknowledge the high pain level reported by Michael and respond empathetically to his discomfort.

Step 12

Inquire if Michael has taken any pain relief medication yet. He may not have taken any at the time.

Step 13

Understand Michael's hesitation about medication and discuss his options carefully, ensuring you provide supportive advice.

Step 14

Offer to contact Dr. Applewood's office to clarify Michael's pain management plan and communicate his current challenges.

Step 15

Seek permission to follow up in two hours to assist further. Acknowledge Michael's initial uncertainty about his next steps.

Step 16

Express gratitude and reinforce your support, assuring Michael of your commitment to assisting him.

Step 17

Conclude the call on a positive note, reassuring Michael that further support is just a call away.

Step 18

Note any insights generated during the live call, as these can be useful for further communication or documentation.

Step 19

In some settings, the insights may not populate automatically, allowing you to use the space as a notepad for your personal annotations. These notes do not become part of the permanent record unless specified by your organization.

Step 20

Review the live transcript for better clarity, especially if communication barriers existed during the call. A summary will be generated soon.

Step 21

Once the summary is ready, indicated by a notification, you can minimize the companion tool while focusing on other tasks.

Step 22

Access the summary via the call history tab, which now includes records of both recent calls for reference.

Step 23

Review both the short and lengthy calls in the history. Utilize the smart pad for any additional notes and feedback based on interactions with the member.

Step 24

Additional training will provide more details. Meanwhile, the transcript and audio files are available for review, which include a variety of summaries.

Step 25

Collaborate with your organization to establish a standard summary template. This allows for verification and editing of the call summary for accuracy before integrating it into the platform.

Step 26

Revisit the initial page to observe updated information about Michael. Selecting specific elements provides details on how information was gathered during the conversation.

Step 27

If Michael's pain level was noted as seven out of ten, you have the option to edit this information. This step does not require mandatory action.

Step 28

The profile will update with each interaction, offering a list view for convenience. The call preparation tab will provide suggested actions for subsequent calls.

Step 29

For future calls, the prepared notes and suggested actions will make the process seamless, ensuring effective follow-ups.