Embedded Files
IMPORTANT
We reserve the right to collect and save call centers/agents' IP addresses. In case of fraud, we will block your access and your IP, won't process your entries and won't pay any pending amount. You will be notified via email of the ban. Thank you for understanding.
IMPORTANT
The CRM is HIPPA Compliance meaning any file you export from PATIENTS Module won't come out with sensitive information. You are allowed to export all submitted data from Patients Module, but the following fields are not present to be exported: Any Phone Numbers, Email, Fax, DOB, State, Street, PCP Info, Insurance Info, Medical Info, Conditions or Medications.
Related with the information is visible in the CRM, for security and compliance reasons the direct patient phone number in the CRM only shows last 4 digits and Med IDs shows only last 7 digits.
IMPORTANT
Our Notifications Engine will send to your registered email on system, live messages about your APPROVALS, also leads needing any special attention such as CORRECTION or leads needing to be RE-TRANSFERRED. As soon as our Backoffice, Back-end or Accounting department touches doing changes or updates in your leads, you'll get notified immediately to your registered email. Make sure to register a useful email because this is our system's main notification channel.
IMPORTANT
OUR NOTIFICATION PROCESS: We believe in transparency. Our notifications engine sends emails to you when: You get APPROVALS, also when you have entries needing your attention, for example: any lead needing RE-TRANSFER or needing any CORRECTION. Also when our Accounting department works on your PAYOUT REPORTS you'll be notified as well via email. Once our Finance department SEND YOU MONEY, you will be notified via email with the Voucher or Paystub attached, that's why it is VERY IMPORTANT to have an useful email. The email you have REGISTERED IN OUR SYSTEM is the one we'll use as your default email for notifications.
PATIENTS: To this module goes all transfers... this is the home page for your submissions that still our closers haven't verified yet.
PATIENTS: Once you click an entry in Patients, you'll see your patient details submmited thru the intake form. In the left side of the screen you see the Basic info (email, phone, address), also you have the Tags, Description and Other Info.
TAGS: are placed by our agents according with the outcome of the call. If the patient is not interested or do not qualify for any reason, they will add the corresponding tag and will place the note and the agent initials. For those leads sent to Deals (also named as Pipelines), they will have a tag named Send to Deals (Pipelines), that means your lead was moved to the next step of the process.
DESCRIPTION: shows patient/customer's age, genre and if smoker. Also form code and your agent name or Local ID.
OTHER INFO: is where the majority information submitted thru the webform is visible, here you see center code, campaign or module, DOB, Family Hx, Medications, PCP info, etc.
IMPORTANT
Once you transfer the call to our triage team, we'll make sure your transfer qualifies and is meeting campaign requirements, we do some security checks with paid softwares as well just to make sure your transfer complies with our security and compliance policies. #nofakecallwillnevergoesthru_us
HEADS UP: Always organize the leads in a LIST MODE, this way is faster to read and to see the information on CRM. (Check the image below and the arrow)
DEALS (Pipelines): If your patient is good (qualify/interested and pass our security check) then our verifier (closer) will send your patient to DEALS (Pipelines), on this module your transfer is waiting for approval. Approvals are shown in Deals (Pipelines) only.
IMPORTANT
The process for our Triage/Closers is HIPPA compliance as well, WE WON'T ACCEPT THIRD PARTY AGENTS listening the call in three way calling. Once you transfer your patient you MUST disconnect the call, or we won't proceed with one call process and your center code will be warm. Failing to release the line for a second warning and we won't continue working with your center code. Any concern and you can request a recording for our conversation with your patient and will be provided immediately.
DEALS (Pipelines): Once you click a patient or customer in Deals (Pipelines), you see in the screen a progressing bar, timeline, notes, stage history and files; in Notes you only see any notation from our closers. In case we need a recording (rarely asked but sometimes we need it) from your team, you'll upload it in Files.
PROGRESSING BAR: this helps you see the different stages your customer or patient goes thru during the process... This is updated by our Backoffice team multiple times a day.
FOR THE PAYMENT PART: Our Finance team works on Payments and Accounting team is the one that works on Reports, they will move your lead to Paid stage in the progressing bar and they will share your payout sheet or report to the email you provided to us when you first signed up.
HIGHLIGHTS: Once your lead get approved... you'll see a tag named On Payroll (Check image "A" Below)... and a WON DATE generated (Check the image "B" below), Finance pays based on WON DATE, no submission date, so everything on WON DATE is paid following this payment term: Monday thru Friday is paid Wednesday [for all campaigns except Covid, Covid has two payment modules, Wednesdays (Net3) and (Net7) Fridays]. Once your lead is Paid you'll see the Paid date generated by system and the Tag showing PAID. (Check the image "C" below). In the CRM those leads will be tag as Paid that means you can see those leads in the Payout sheet or report.
IMAGE A
IMAGE B
IMAGE C
IMPORTANT
The Payout sheet or Report is a Gsheet where only your payables are listed, so you can keep a clean history of them and also you know exactly what amount of money (payment) to be sent before being sent. Normally payout sheets are updated by our Accounting team when they are working on Payrolls. This Payout sheet or Report is updated 1 to 2 days prior your transfer to be sent.
If your leads are green in the payout sheet or report, that means they are only waiting for payment to be sent next day, once sent they are colored purpled. You'll get a notification to your email, as soon as Accounting get your Payout sheet updated every week.
FINANCE DEPARTMENT REQUIRES $300 MINIMUM TO SEND PAYMENTS.
USE FILTERING: In order for you to see your leads only in the CRM, you need to use filtering, this is how you filter your leads (check the image below), in the Deals (Pipelines) modules or Patient modules works the same, you use same filter criteria but in different modules (Patient or Deal), results will be different depending on if you are in Deals (Pipelines) module or patient module.
The more option you add to the filter, the more precise is the information shown in the screen.
To see approvals must be always Deals (Pipelines) module, because this is where the approvals comes from.
HIGHLIGHTS: the filter option located in the left side of the screen is widely useful; you can filter your leads using properties like the following:
Center Code: This option will filter your leads showing ONLY all the entries that match the center code you entered.
Pipeline: Will shows only leads for the chosen pipeline. iex. Immune. This will show immune leads only in the screen.
Stage: Only leads matching the selected stage will be shown. iex. Approved. This will show all the approves only.
Tag: Only leads matching the chosen tag will be shown in the screen. iex. On Payroll. This will show only leads marked as On Payroll tag.
Won Date: Will show only leads within a date range when they were approved. iex. Last week. This will show deals (Pipelines) won last week.
Notes: Will shows leads with notes only, leads without any notes wont be shown in the screen.
Call Center IP: Leads using a specific IP address will be filtered. This is useful if you want to track a particular IP address from one specific agent or country.
Created Time: Will show only leads within a date range when they were created. iex. Yesterday. This will show deals (Pipelines) created yesterday.
Insurance Info: This option will filter your leads showing ONLY the entry that match the last 7 digits of insurance you entered.
Phone: This option will filter your leads showing ONLY the entry that match the last 4 digits of phone number you entered.
WANT TO SEE CONVERSION? It's very easy, just go to the CRM and play with the filters, you'll see other public teams' entries and how have been the behavior of the campaign and conversion, iex. In the below image you have the Pipeline filtered for Med Alert, so here you see Med Alert leads only. You can see the Created Time and the Won Date, that gives you an idea how fast the campaign moves.
PSD: Public users are able to see public entries. Private teams information is not shown in public user access.
IMPORTANT
We reserve the right to collect and save call centers/agents' IP addresses. In case of fraud, we will block your access and your IP, won't process your entries and won't pay any pending amount. You will be notified via email of the ban. Thank you for understanding.
CRM TRAINING VIDEO FOR PATIENTS AND PIPELINES MODULES
CRM TRAINING VIDEO FOR PATIENTS AND PIPELINES MODULES
CRM training.mp4Google Sites
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