CAIPA Contact Center_SOP pdf

CAIPA CONTACT CENTER Presented by Agent Reference Guide Richard Chen

CAIPA Contact Center Software a call center agent, your desktop should have been setup with the lowing software for Contact Center:Google Chrome (web browser)Softphone (desktop application)nContact (web-based application) *** Need User IDCall Center (desktop application) *** Need User IDCureatr (web-based application) *** Need User ID

Google Chrome u should see the following bookmark links in the web browser –oogle Chrome: ontact login ps://login.incontact.com/inContact/Login.aspx?ReturnUrl=%2f reatr Messenger ps://messenger.cureatr.com/

Softphone ftphone is an application that establishes a connection to and frome inContact platform. We use this software to receive the calls from nic and make outgoing communication with other call center agent

inContacte are using this web-based application with ‘softphone’ to handlells, charts, email, and call center related items. It is the primary tooat call center agents use to interact with customers.

Call Center is desktop application also named ‘CAIPA Contact Center ’.Quickly search patient by telephone number, name, and birthdayDocument the reason of incoming call, and forward to the physician

Cureatr reatr is a real-time communication platform for physicians, nurses d other care team members.HIPAA-compliant, designed to be fast, secure and easy to use.Share patient information, and message to the assigned of physicia

CAIPA Contact Center SOP (Standard Operating Procedures) re are the steps to access Contact Center application,Step 1. Log in ‘Softphone’Step 2. Log in ‘inContact’ from Google ChromeStep 3. ‘Launch Agent’ from ‘inContact’ menuStep 4. Log in ‘Call Center’Step 5. Log in ‘Cureatr’ from Google Chromeext, Softphone

Softphone Loginck on the desktop icon of Softphone The Logo screen will show up Next, Dial up Pa

Softphone Login Username and Password This should be one time only and set up by IT,herwise, it will login automatically and direct to the dial up panel. the details of Softphone function, please refer to below linkps://help.incontact.com/current/Content/Softphone/Softphone.htmext, inContact

inContact Login low is the log in page of inContact from Google Chrome.Username is you CAIPA email addressPlease remember your password all the time. Next, Center

inContact / Central st screen is ‘Central’, you can navigate each function of Central fre top row and left side menu.

inContact / Centralu can create, customize, and manager your contact center by usine top row function of ‘Central’ screen. There are five different typenction, you may find out the details of ‘Central’ function from below bsite, ps://help.incontact.com/17.1/Content/Central/CentralOverview.htm Next, ‘Agen

inContact / Agent using left side menu from ‘Central’ screen, you can click andnnect ‘Launch Agent’ applications which is the primary tool to useeract with customers for calls, and other daily work items.u may find out the ‘Agent’ overview from below website,ps://help.incontact.com/17.1/Content/Agent/AgentOverview.htm Next, ‘MAX

inContact / MAXMAX (My Agent eXperience) is the main tool for handinginbound and outbound calls in Contact center.You can find the details of ‘MAX’ function from below webshttps://help.incontact.com/17.1/Content/MAX/MAXOverview Next, Incoming C

inContact / MAXAgent will receive an incoming call when you are ready in‘AVAILABLE’ status.When an incoming call coming from Clinics by Softphonesystem, agent will see a popup notification in your desktopscreen. Please click the green phone sign to accept the ca Next, Pick Up C

inContact / MAX Once the call is picked up, you will receive marquee, and the marquee will have both th Clinic and Doctor names in English and Chinese. Next, Answer C

inContact / MAX After Click on the marquee, please click on t ‘Launch’ button, the Clinic information will br up from the right side of MAX screen. You will answer the caller ’s inquiry based on Clinic information and Doctor’s special instruction regarding physical and medical inquires. Next, ‘Call Cent

Log in Call Centeru can use ‘CAIPA Contact Center ’ application to search the caller ’satient) information from CAIPA data system.‘Call Center’ icon Login Screen Next Patient Look

Log in Call Center re is the main screen after sign in ‘Call Center’By click on ‘new’ for searching patient information Next Searching

Log in Call Center re is the Patient Lookup screenBy use Phone #, Last Name, First Name, & Birthday to search Patie Next Identify

Log in Call Center okup the information who is matching with the callerClick on the person and verify Provider’s name Next Documentat

Log in Call Center listening the description of inquiry from CallerSelect the type of ‘Reason’ Next Disposition

Log in Call Center mmarize Caller’s request in ‘Comment’ areaSelect the type of ‘Disposition’ inish the call recording by press ‘Add’ Next Screen Cop

Log in Call Centerease use windows ‘Snipping Tool’ to screen shot your record,Select the ‘Window Snip’ and click on the ‘Contact Center’ and save s .PNG or .JPG file Next Cureatr

Log in Cureatr re is the welcome page of Cureatr from Google Chrome. https://messenger.cureatr.com/ ~~Please select your organization -- CAIPA Next Login

Log in Cureatrlow is the log in page of Cureatr.e user is your CAIPA email address, and please remember yourssword all the time. Next Communica

Log in Cureatrlow is the log in page of Cureatr.e user is your CAIPA email address, and please remember yourssword all the time. Next Communica

Log in Cureatrck on ‘Compose’ to create the message to physician, by typingctor’s name, patient’s name, subject, and short notes withachment (screen copy). Next Summary

Contact Center SOP & Workflowre are the steps to act as a Agent for Contact CenteroftphoneinContact Launch Agent Call Center CureatrNext Q & A

Q&A& A / Recommendation