Type of Users :

• Client
• Agent group
• Client Agent
• Survey Agent
• Doctor

Client:

• The client's main functionality is to add patients in bulk via CSV file.
• Client has the ability to view all the patient that has been added by the agent group and client agent associated with that client.
• Client has the ability to manage Agent group and Client agent.
• Client has the ability to manage Client admin.
• Client can view patients in a different queue.
• Client can move patients in different queues.
• Client has the ability to generate the report and download them in a CSV file.
• Client has the ability to search for patients.
• Client can view patient's profile.
• Ability to update profile.

Agent group:

• Agent group has ability to view all the patient that has been added by self and client agent associated with that client.
• Agent group has ability to manage client agents.
• Agent group can add patients in bulk via CSV upload.
• Agent group can move patients in different queues.
• Has ability to generate report and download them in CSV file.
• Agent group can view patients profile.
• Ability to update profile.

Client Agent:

• Client agent has the ability to view all the patient that has been added by self.
• Client agents can add patients via add patient form.
• Client agents can fill patient intake survey form while adding patients.
• Client agents can view patients' profiles.
• Ability to update profile.

Survey Agent:

• Survey agent main funtionality is to verify the pateint information and move patients to different queue.
• Survey agent can call patients.
• Survey agent can receive incomming calls from patients.
• Survey agent can update patient information, update intake survey form.
• Ability to update profile.

Doctor:

• Doctor has abilty to view patient profile assigned to them.
• Has ability to call patients.
• Has ability to update patient profile and update intake survey form.
• Has ability to mark patient profile as completed.
• Ability to update profile.

Queue involved:

• Data assign
• No doctor available
• Survey
• Survey agent
• Quality review
• Doctor assign
• Doctor review
• Re-call
• Completed
• Return ride
• For review
• Data management
• Reject
• Unable to process
• Unable to contact
• Quality management
• The black hole
• Eligibility

Project Flow:

User funtionalities:

First of all, patient is added by client or client agent or agent group, and is sent to data assign queue or no doctor available queue. Admin can now view patient profile and send patient to different queue based on the patient information like survey, doctor review etc.

Survey agent can view patients assigned to them, call pateint contact number to update the patient details. Survey agent can move patient in different queues like survey completed, survey completed with notes, number disconnected, unable to reach, declined survey, for review, eligibility.

Doctor can view patient profiles assigned to them, call patient contact number, update the patient profiles, and diagnose the patient. Patient can move patient to different queues like rx prescribed, rx denied with consultation, re-call patient, unable to contact, unable to process.

Notifications on the users dasboard by Master admin, messaging functionality, email sending functionality

Admin functionalities:

The admin panel of the CRM encapsulates with the feature of managing all the system users and patients with the capability of allowing the system user to move patients to only those queues for which they have got permission from master admin.

- Dashboard : Shows the overall system status is pictorial and graphical format.

- Live Chat : Provides option to the admin for assisting the fontend users in case of any troubleshooting or help via chat window.

- Agent Status : Allows admin to keep eye on all the agents, whether they are on a call with patient or waiting for any call.

- Messaging : Its an internal email system that allows admin to send alerts to specific user or user group about some new event or any change in system process.

- Switch User : Allows admin user to get login as any specific user with all the permissions of that particular user.

- Activity Log : Admin can view or download the activity record of any user or admin.

- Manage Pharmacies : Add/Edit/Delete of pharmacies in the system.

- Manage Medications : Add/Edit/Delete of medicines in the system.

- Doctor Survey : Add/Edit/Delete of Doctor Surveys in the system.

- Manage Domains : Add/Edit/Delete of domains in the system.

- Manage Surveys : Add/Edit/Delete of surveys for the patients in the system. as well as it allows the admin to add/edit/delete the question in the specific survey.

- Manage Quick Codes : Add/Edit/Delete of quick code in the system.

- Texting : Manage record of sms sent via the system.

- Manage Recordings :

- Assigned : Manage all the recordings that are assigned to the patient.

- Unassigned : Manage all the recordings that are not assigned to the patient so that they can be assigned from here.

- System Users :

- Administrators : Add/Edit/Delete any admin in the system.

- Doctors : Add/Edit/Delete any doctor in the system.

- Clients : Add/Edit/Delete any client in the system.

- Agent Group : Add/Edit/Delete any agent-group in the system.

- Client Agent : Add/Edit/Delete any client-agent in the system.

- Survey Agent : Add/Edit/Delete any survey-agent in the system.

Patient Lists :

- All Patients :

- Complete Lists : Search patients queue wise or client wise or patient-id or patient name.

- Comlpeted Patients : List all the diagnosed patients.

- Data Assign:

- Manage Patients : List all the patients in the data assign queue and send them to specific survey admin or doctor admin.

- Re-submitted Patients : List all the patients that are once sent to the re-submitted queue.

- Survey :

- Manage Patients : List all the patients in survey admin queue and assign them to specific survey agent.

- Re-call Patients : List all the patients that are present in the re-call queue.

- Survey Agent Assigned : Search and list all the patients of a particular survey agent.

- Doctor Admin :

- Doctor Assign : Search patients in doctor assign queue for specific client and then assign those patients to particular doctor.

- Doctor Report : Get the patients of specific client for all or specific doctor and then assign them to different doctor.

- Assigned Membership : List all the patients in membership queue.

- Quality Management : List all the patients in quality management queue.

- Quality Review : List all the patients in quality review queue.

- Demo : List all the patients those are set as demo.

- The Black Hole : List all the patients in black hole queue.

- Return To Vendor : List all the patients that are return to the client.

- Data Management : List all the patients that are in data management queue.

- No Doctor Available : List all the patients who are not assigned to any doctor as there is no doctor available in there state.

- For Review : List all the patients in the for-review queue.

- Reject : List all the patients that are in reject list.

- Eligibility : List all the patients exists in eligibility queue.

- System Settings :

- Doctor Colour Labels : Set the colour code for all the patients according to the number of days they spent in the system queues.

- Banking Information : Add/Update the banking information of the company.

- Terms & Conditions : Add/Update the TOC for every domain and users.

- Security : Enable/disable the 2 factor login process for system users.

- SMS Gateway : Add/update the SMS api information.

- Etelehealth API : Add/update the etelehealth API information.

- FAX API : Add/update the FAX API information

- Webphone :

- Webphone Configuration : Add/update the webphone information.

- Inbund Extension : Assign the survey agents a specific webphone extention.

- Outbound Extension : Add/Update the outbound calling details.

- Set Time Limit : Set the time of auto logout for the system users

- Reporting :

- General Report : Get the report of all the patients in the system.

- DME Summary Report : Get the report of all the patients(whose product type is set as DME) in the system.

- Rx Summary Report : Get the report of all the patients(whose product type is set as Rx) in the system.

- Survey Agent Report : Get the report of all the survey agents in the system.

- Audit Search Patients : Search patients by name or number and sent them to different queues or download there documentations.

- Audit Search Doctors : Search patients by the doctors who diagnosed them and sent them to different queues or download there documentations.

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• Technical Skills: CodeIgniter Framework V 3.1.3, MySQL, Apache, Webphone (WebRTC), FreePBX, Asterisk VOIP, Live chat support, SMS Gateway, Dropbox API, FAX API, MPDF

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