Intro Calls - Understanding the Process (Advocate/ICA)

This article will discuss the overall process of the ICA Intro Call and its components, including what to do with Intro Call no-shows, reschedules, and cancelations. Read on to learn more.

Physician Intake: The patient completes this booking and is scheduled for an advocate intro call.

• Physician will submit an "encounter," which can take up to 24 hours following the appt.
  • The "encounter" will become available in the advocate's corresponding Patient File once submitted. 
    • If you don't see that within 24 hours of the intake appointment, please let us know!

Intro Call is Booked: 

• The advocate receives an email notification of a new booking, and the booking populates on your Solace Calendar.
• You can begin prepping for the call when the physician encounter arrives in your account.
  • Note: For Intro Calls booked on the same day as the intake appointment, the intro call may occur before you can review the encounter information. This should not prevent you from getting acquainted and establishing a rapport with your new patient.

Intro Call Appointment Time:

• Patients have selected a video or phone call preference for this appt.
  • Video: Enter the meeting room via the "join" link in your Patient's File.
    • If the patient doesn't arrive in the meeting room within a couple of minutes, please give them a call instead. They may be having technical difficulties connecting.
  • Phone: Call the patient directly from your Patient's File.
• See the section below for information on how to proceed with intro call no-shows, cancelations, and reschedules.

Intro Call Completion:

• Following the successful completion of your Intro Call, you'll need to submit a Care Plan.
• Once the Care Plan is submitted, you may begin working for your new patient.
• At this time, follow-up appointments may be scheduled directly between you and your patient. If your patient has created a Solace account, you can both initiate bookings from your dashboards.
• At this time, you may reschedule and cancel appointments through your dashboard as needed.
• NOTE: Please keep reschedules and cancelations to an absolute minimum. 

Patient No-Shows, Cancelations, Reschedules - What Now?

Intro Call can ONLY be scheduled through the admin, and a completed Intro Call must be logged BEFORE any "Follow-up" calls can be scheduled.

Note that Intro Calls are directly linked to Care Plan access. If the Intro Call does not occur, the Care Plan will be retracted from your account and returned upon officially rescheduling the Intro Call.

• No-Shows:
  • The call status can be adjusted to reflect "no-show" while the appointment window is still active. Please attempt to contact the patient and be available during the entire appointment window. When the window is nearly closed, adjust the call status to "no-show" at that time.
  • The patient must work with the CX team to reschedule their Intro Call.
  • If you hear from the patient afterward, please direct them to contact the customer experience team so we can support them with Intro Call rescheduling.
  • These appointments are still billable, so submit your hours for prep work or lost time.
• Cancelations:
  • If you learn from the patient that they need to cancel their Intro Call during the appointment window, you can adjust the call status accordingly from your account.
  • If you cannot, please contact the customer experience team, and we can help adjust that via our admin.
  • The patient must work with the CX team to reschedule their Intro Call.
• Reschedules:
  • If you learn from the patient that they need to reschedule their Intro Call, please direct them to contact the customer experience team so we can support them with Intro Call rescheduling.

Advocate No-Shows, Cancelations, Reschedules - What now? 

• To avoid service concerns, please keep missing ICA bookings to an absolute minimum.
• Your calendar should be current at all times, and you should be aware of any patients assigned to you and when they are scheduled to connect.
• If you must cancel or reschedule, you must let CX know immediately so that we can work with the patient to facilitate a reschedule (potentially to a more available advocate) or cancelation.
• You should not terminate Intro Call bookings independently. Intro Call appointments must be managed via our admin.
• We will follow up with advocates with recurring appointment misses to ensure a consistent and positive patient experience.

And that is the general overview of the Intro Calls process. Still have questions? Feel free to email us at [e-mail] or give us a call at [phone].