What is the Call Center?

The OutcomeLogix application includes an optional Call Center module to assist in managing ePRO patients who complete forms remotely by phone, on a study website, or on paper. All interactions with patients are tracked through an audit trail, and call scheduling is study-specific and configurable through the OutcomeLogix application.

Users with appropriate rights, typically Call Center managers and Call Center staff, have access to the Call Center List page, which displays patients who have not completed their ePRO forms within the required time frame, and patients who want to complete forms over the phone with the assistance of Call Center staff.

Using personalized scripts in the patients' preferred language, Call Center staff complete surveys for patients or assist web-based or paper-based patients in completing their ePRO forms. Call Center staff can log the details of all patient calls.

On the Patient Forms page, site and sponsor users can review ePRO forms, including those completed with the assistance of the Call Center.