Unmatched Calls
Sometimes a CallerIQ call is made to a phone number that is not associated with the patient’s account. These calls are coordination of care interactions that need to be matched to the patient to have the time associated with that call count for CCM/RPM/CPM. To match an unknown call to an active patient called about, use the Resolve Call workflow, which is found in the Call Detail report:
Go to the Reports menu tab and click on Call Record
Choose Call Detail from the Type drop-down and the date range desired:
A list of call data recorded for the date range selected will appear in chronological order. Any call that CallerIQ can not associate with a specific patient will show as “Unmatched”. Find the phone number called (for example, a known phone number called or a toll-free number must be on the exception list). Click on “Unmatched” for these calls to assign them to the proper patient:
A “Resolve Call” dialog box will appear. Click the “Select a patient to match” option to assign this call to a patient, adding any comments for documentation regarding the call, then click “Resolve Call“:
This call will now be added to the selected patient’s chart and the time associated with that call will added to the patient’s monthly timer.
NOTE: This action can NOT be undone once completed.
Multiple Matches
Calls made to phone numbers that are associated with more than one patient (for example, family members) are listed as “Multiple Match” in the Call Detail report. Following the “Resolve Call” workflow, these calls can be matched to the correct patient involved in the call or the time can be split between the matching patients:
From the Call Detail Report, click on Multiple Matches to bring up the Resolve Call Dialog:
Choose the correct patient to apply the call to and click Resolve Call
“Split time” is used if the call is used to discuss more than one patient. For example, a husband and wife are both enrolled and active in CCIQ. The case manager calls and speaks to both patients on the same call regarding their individual healthcare needs. This call can then be split into two parts and each part only will be assigned to the patient:
Ignore Call
Choosing “Ignore Call” on unmatched or multiple matches calls will not match this call to any patient. This option should only be used if the staff is absolutely sure the call is not regarding CCM/RPM/PCM activities as it can NOT be undone.