Call Center Application Updates

1 Hold Feature Improvement
2 Removed "Religion" from the Filter
3 Removed the Ability the Schedule Appointments in the Past
4 Rescheduling Appointment from Call Center Application with the < Back button

Hold Feature Improvement

In the new Hold feature, the held availability shows in the call center application and is by default selected when the provider is chosen. However, if the held appointment was not on a day in the default view, the call center agent would have to scroll through the days to find it.

Original Result:

In the example below, the hold is for February 6th. The display of availability defaults to display February 2nd, 3rd and 4th. The call center agent would have to scroll 2 days to see the hold.

Improved Result

In the example below, the hold is for February 20th. When the click on that provider, they will automatically be taken the February 20th, 21st, and 22nd as the default view.

Removed "Religion" from the Filter

When setting up their profiles, providers can indicate that they provide “Faith Based” counseling services under “Categories” under “Professional”.

In the Call Center application, agents could select to search for providers who provide counseling for specific religions, ex: Christian, Catholic, etc, however because religious specificity isn’t something filterable, it didn’t reduce the search criteria.

To reduce this potential confusion, we have removed this filter from the search:

We will continue to evaluate introducing filters to improve provider matching.

Removed the Ability the Schedule Appointments in the Past

We have updated the call center scheduling filter to not allow agents to book appointments in the past. In the example below “today’s date” was February 11th. The agent would not be able to schedule and appointment prior to February 11th, as they are disabled.

Rescheduling Appointment from Call Center Application with the < Back button

When an appointment was being rescheduled from the call center application and the < BACK button was utilized, the original appointment was not being removed from the original provider’s schedule and the patient profile. This has been corrected.

Original Result

Navigate to call center.
Select a site (if applicable)
Enter a valid MRN of a patient with previously booked appointment.
Click on Reschedule.
Select the same or different provider.
Click on the < BACK button on the listing page to navigate back to the provider listing page.
Select a provider and book an appointment.
Check the scheduling page of the provider with whom the old appointment was booked and patient profile.
The old appointment was not getting removed from the provider’s schedule and the patient profile.

Corrected Result

Navigate to call center.
Select a site (if applicable)
Enter a valid MRN of a patient with previously booked appointment.
Click on Reschedule.
Select the same or different provider.
Click on the < BACK button on the listing page to navigate back to the provider listing page.
Select a provider and book an appointment.
Check the scheduling page of the provider with whom the old appointment was booked and patient profile.
The old appointment will be removed from the provider’s schedule and the patient profile.