Communication Center

In this article, we’ll walk through:

  • What is the Communication Center
  • How to use the Communication Center

After reading this article, you will:

  • Understand how the Welkin Health Communication Center works
  • Be able to send messages or assessments to patients

What is the Welkin Health Communication Center?

Welkin Health supports the ability to communicate with patients in multiple ways via the Communication Center. All Care Team members can communicate with their patients within the Welkin Health Care Portal. Care Teams can also see all interactions between the Care Team and patient. These forms of communication include secure email, text/SMS messaging, phone, chat, video conferencing, and other forms. 

How to Use the Communication Center

Communicating With Patients

The Communication Center can be found in the Patient Summary Navigation Bar. Within the Patient Summary Navigation Bar, select the icon for the appropriate communication method for you to use. By clicking the orange button in the upper right-hand corner, you can draft a message, call, or chat with your patient. 

Using Communication Templates 

Additionally, Care Teams have the ability to utilize a predetermined template.  Click the drop-down menu in the top write of the message to select a template created by your program administrator. Communication templates are defined and managed within the Designer Tool of Welkin Health. These communication templates allow for automated workflows to stay on top of patient engagement. 

Patient Facing Assessments through the Communication Center

Care Teams will have the option to send patients a link to complete an online assessment. These patient-facing forms are used to collect information directly from the patients. They are sent from the Communication Center via email or text/SMS message. Sending a patient an assessment link does not require the patient to register or log in to a page or platform.  Assessments are created by the program administrator and can be found in the same drop-down menu as templates. Learn more about creating and sending patient-facing assessments. 

SMS/Email Patients

Communicate with patients through our communication center. SMS and email messages can be sent from anyone on the patient’s care team. SMS/Email messages received from the patient can be reviewed and responded to within the Communication Center from the patient’s profile. Secure email is available for any communication to the patient that needs to be encrypted. Draft emails can be created and sent to the patient when desired.

Unrecognized communication

Existing patients or people who are not yet patients of your program can call, email or send sms to a Welkin Customer’s Care Portal. These messages can be read or listened to, and can easily be added to existing patient profiles.


Outbound calls can be placed by care teams members to patients, right from the patient profile, improving efficiency by offering one click access to dialing the patient. Inbound calls from patients are routed to the correct member of the care team or care program personnel using phone tree logic that is configured based on your organization’s needs.


Care team members receive chat messages from patients and can respond right from the Care portal. When chat messages are received in Welkin, care team members will be notified so they can respond promptly. Chat history between a patient and care team member is available to view from Welkin.

Video Calling / Telehealth 

Set up video calling within Welkin to speak with patients face to face when they cannot attend in person appointments. Our Zoom for Healthcare integration links directly to the communication center