Call Center Patient Details page

The Call Center Patient Details page has the following sections:

• Patient Information—Patient details drawn from the Patient Profile page.
• Call Script—A personalized script to follow when contacting the patient.
• Quick Links—Links to additional scripts to support you while on the phone with a patient.

Note: Changes made to the Patient Information pane update the Patient Profile page.

The following tasks use this page:

• Viewing Call Center details for a patient.
• Starting an interview.
• Logging a call.
• Performing an interview outside of the survey window.
• Viewing the Call Center history of a patient.
• Reporting a major medical event in the Call Center.

To view a job aid that you can print, see:

• Quick Reference: Call Center.

  Fields in the Patient Detail page

  Field	Description	Note
  Patient Information pane
  Edit link	Enables fields in the Patient Information pane for editing.	When you click Edit, the Update and Cancel links appear. To update, you must have the right to update patient information.
  Preferred Method of Contact	Survey completion mode: Web, Phone, or Paper.	Before changing the preferred method of contact, see Considerations for changing the preferred method of contact.
  First Name Middle Name Last Name	Primary Contact: first, middle (optional), and last name of the primary contact.	This could be someone other than the patient, for example, if the patient is a minor.
  Language	Language of the patient.
  Email	Email address for the patient.	Required for web-based patients.
  Phone Confirm Phone	Phone number and confirmation of phone number for the patient.
  Time Zone	Time zone where the patient is located.
  Preferred Time of Contact	Set a contact range by moving the sliding controls to the start and end times of the preferred range.
  Address1	Mailing address of the patient.
  Address2	Mailing address of the patient.	Second line of address.
  City	City where the patient is located.
  Zip Code	ZIP code where the patient is located.
  State	State where the patient is located.
  Country	Country of residence.
  Call Script pane
  Call script	Personalized script to follow when contacting a patient.	Appears only if the patient has diary entries to complete. Appears in the language specified in the patient profile and can be personalized with variables such as the patient name. For paper-based patients, a message appears indicating that paper-based patients do not have call scripts.
  Quick Links pane
  Quick Links	Links to Call Center scripts that cover various scenarios of patient interaction. This link is hidden for paper-based patients.	The selected script appears in the Call Script pane. Scripts may differ depending on whether the patient is web-based or phone-based.
  Buttons
  Back	Return to the Call Center List page.
  Call History	Click to display the call history for the patient.
  Log Call	Save information about the contact or attempted contact with the patient.
  Interview	Appears if the patient is within the survey window.	To view a list of surveys that can be completed, click Interview. To view the first survey form, click Continue. The form appears in the preferred language of the patient.
  Override	When the patient is outside of the survey window, you can click Override to display all incomplete forms and select a form to complete.
  Call Center Intake Form	Enter details about a major medical event reported by the patient.