Table of Contents
How to Navigate the Patient Concierge Dashboard
To view all Patient Concierge calls or trigger an outbound call:
Select the Patient Concierge tab from the sidebar.
Review the list of calls or begin a new patient import.
Tip: The Patient Concierge dashboard is the main place to review call progress, call details, transcripts, and follow-up items.
How to Review Call Details
When a call record is opened, the following sections are available:
Call details - Shows information such as call time and duration.
Details from patient - Shows information collected from the patient during the call.
Details from pharmacy - Shows the information imported by the pharmacy to set up the call (only available for Outbound calls)
Transcript - Shows the full transcript for successful calls.
Activity log - Shows all call attempts associated with the call record.
Tip: The Activity log is useful for reviewing retry attempts and understanding why a call was flagged for follow-up.
How Call Statuses Work
The following call statuses are used in MedMe:
Status | Description |
Scheduled (white) | The call has been created and queued. |
In progress (blue) | The agent is currently on the line with the patient. |
Completed (green) | The call finished successfully and no staff follow-up is required. |
Attention required (yellow) | The call completed, but human follow-up is needed before it can be treated as done. |
Failed (red) | The call could not be completed successfully, such as when an invalid phone number was called. |
Cancelled (red) | The call was intentionally cancelled before it was dialled. |
When a Call Is Marked Attention Required
A call may be flagged as Attention required for reasons such as:
Workflow-specific reasons configured for the pharmacy
The patient requested a transfer during the call
The call ended before all required information was collected
The patient could not be reached after all call attempts (outbound calls only)
Reminder: A call can have more than one attention reason.
Common Attention Reasons
Attention reason | Details |
Call transferred | The call was transferred |
No answer | The patient could not be reached |
Other | A general attention flag |
Please note: Additional attention reasons may be configured for a specific workflow, such as a request to update patient details.
How to Resolve Attention Required Calls
To resolve a call marked Attention required:
Open the call record.
Review the listed attention reason or reasons.
Select Resolve.
Optionally enter a note.
Save the update.
Once resolved, the call status changes from Attention required to Completed.
Finding Calls from a Patient's Profile
Concierge calls are also listed on the patient's profile in MedMe.
Tip: This is the quickest way to see what a patient was told on a call when reviewing their record or an upcoming appointment. See Appointment booking via voice agents for more on appointments created by an Agent.
FAQ
Why is a Transcript Missing?
Full transcripts are available for successful calls. Review the final call status and activity log for more information.