Table of Contents
How to Manage Inbound Calls
Inbound calls are calls the patient places to the pharmacy that are answered by an Agent rather than a staff member. The Agent guides the patient through the configured Workflow and the call details are available in the MedMe dashboard afterwards.
Please note: Inbound calling is configured per pharmacy. The pharmacy should contact its account manager to confirm which Workflows are enabled on its inbound line.
How Patients Reach the Agent
Patients reach the Agent by calling a phone number that routes to it. Depending on the setup, this is either:
A dedicated phone number that goes directly to the Agent, or
An option in the pharmacy's existing phone menu that directs the caller to the Agent
Call routing is configured with support from the account manager.
What Happens on an Inbound Call
The Agent answers and completes the disclosure and consent steps. See What is Patient Concierge? for details.
The Agent guides the patient through the configured Workflow, collecting and confirming whatever information that Workflow requires.
If the patient asks for something outside the Workflow, the Agent offers a transfer to the pharmacy where transfers are enabled, or provides the pharmacy's contact information.
The call appears in the Patient Concierge dashboard
How Appointment Bookings are Handled
Appointment booking is a commonly configured Workflow for inbound calls. See Appointment booking via voice agents for what the Agent collects, how appointments and waitlist entries are created, and where to review them.
FAQ
Does the Agent give medical advice?
No. The Agent does not give medical advice, interpret symptoms, or comment on medications. Clinical questions are noted, passed on, and flagged for follow-up. See What is Patient Concierge? for details.