Support Team Calls Tracked as Communication Records (Released May 30, 2024)

The platform technical support team will begin tracking calls made to patients as a Communication record.  This will present all support team call outreach records to any coach/provider account with access to that patient.  The purpose of this enhancement is to provide better transparency to clinics and coaches as to when their patients have been contact for technical support purposes.

Viewing Support Call Records

The support call records are simply a new communication type, so they will be intermingled with any other communication records.  These records show in two locations.

1. Patient Profile
   On a patient profile under More -> Communications you will see the Support Outreach records listed for the specific patient.
   
2. Communication Report
   Under the Reports -> Communications page you will see the Support Outreach records listed for all patients in the selected clinic.
   

Support Call Communication Record Types and Notes

There are three types of support calls that may be added by the CoachCare technical support team:

1. Support Outreach - Answered, Not Solved
   The patient answered the phone call and spoke with the support team representative, but the issue was not solved.
2. Support Outreach - Answered, Solved
   The patient answered the phone call and spoke with the support team representative, and the issue was solved.
   
3. Support Outreach - No Answer
   The patient did not answer the phone call from the support team member.
   

In addition, a Note field will now be displayed.  The support team member will include any pertinent detail of the issue, outreach, or support encounter here.  If applicable, a Zendesk Ticket ID will be included in the note, which can be communicated to an account manager or support team member for further details.

When to Utilize the New Support Communication Types and Notes Field

These new support type communication records are intended to be created and entered by the CoachCare technical support team.  You will notice that the three new Types are available in the Add Manual Communication modal, along with the the Notes field:

If your clinic manually adds Communication records, they may now use the Notes field if desired.  The Notes field is simply an optional free text field to hold any pertinent note or comment (if applicable), and is available for use with all Communication Types.

However, the three new Support Outreach types are intended for technical support purposes only.  They will only be applicable to your clinic in cases when you provide technical support outreach and desire to track those records here.  Since most clinics rely on the CoachCare technical support team for Support Outreach purposes, it is unlikely that your clinic will directly create new communcation records using the Support Outreach Types.