Knowledge Base
Care
Features Overview
- Help Section
- Roles
- Patients
- Encounters: Patient Profile
- Patient Profile
- Home Screen
- Care: Programs and Phases
- Care: Profiles Overview
- Bulk Edit
- Overview
- Insights
- Document Management
- Goals
- Forms and Assessments
- Patient Care Teams
- Charts & Graphs
- Communication Center
- Encounters Overview
- Patient Profile
- Calendar
- Task Management
- User Profile
How To
- Charts & Graphs: Filter, change date and by data point
- Care: My Patients and Bulk Edits/Actions
- Logging into Care
- Encounters: Draft Mode and Finalizing Notes & Assessments
- Reset Your Password: Jira Service Management (JSM)
- Manage Unrecognized Communication
- Encounters: Create, Modify, complete
- Working Hours and Encounter Availability
- Create Calendar Events
- Documents: Uploading
- Creating Forms and Assessments
- Patient Profile: Editing Patient Information
- My Patients: Create and Search
Troubleshooting/FAQs
Manage Unrecognized Communication
Managing communication is an important part of Welkin’s Care Platform. We recognize how important it is for Care Team Members and Users to be notified and rapidly respond to patients or organizational inquiries. In order to assist with managing Unrecognized Communications, Welkin has built in its own unique working queue.
Welkin keeps track of three types of Unrecognized Communications: Emails, SMS, and Calls. When you log into Welkin’s Care Portal on the left hand side of the Navigation Bar you will see the Unrecognized Communication. Once you select the Unrecognized Communication tab you will see the interface adjust with four tabs at the top.
- SMS
- Calls
- All Stats
You will be able to toggle between the different types of communication to identify the Unrecognized Communication, Call, SMS, or Email.
There you will see a list of all Unrecognized Communication that has entered the system. You will be presented with the sender’s information, message, and date/time. Note, you can also filter by a length of time at the top right hand corner drop down. You may also look back at previously Assigned or All phone numbers that have been routed to Unrecognized Communications
When you select the Unrecognized Communication, in this case a SMS, you will be presented with an “Assign SMS”
drawer. In the drawer you will have the ability to attach the phone number to an existing Patient or Related Contact. If they have multiple phone numbers you can also select the Default patient to assign further communication to in case of a Parent/Guardian phone contact. The system is intelligent enough to recognize if a phone number already belongs to multiple patients and will self query the list on your behalf. Also, in the drawer you will see the message and any attachments.
This will be the same process for the other two types of communication: Email and Calls.
The last tab at the top of the Unrecognized Communication screen is All Stats. This is where you can take an analysis of each communication type. It will display frequency, number of duplicate communications, and an overview over the length of time, in this case 30 Days. 