Call Processing

TouchWorks includes a Call Processing feature, which allows the user to document telephone calls received by the organization. The user can record information about the call and then route the information to the appropriate individual or team using the TouchWorks tasking function.

Questions to ask that will better help build text templates used within Call Processing.

1. What are your top 10 calls that come in? (ie: medical complaints)

2. For each medical complaint what specific details does the clinical staff/provider need to know before calling the patient back to better identify the patients needs? (show example of fever text template delivered with the system)

3. For each specific question - what are the potential answers? (again refer to the text template)