Care Manager is used to find patients with open (incomplete) courses of treatments (opened within the last 365 days with no appointment in the coming 3 months/90 days).
Read on to find out how to utilise this feature.
Access Care Manager via Administration - Care Manager.
- Viewing opportunities
- Contacting patients regarding an opportunity
- Booking an appointment via Care Manager
- Rejecting an opportunity
- Snoozing an opportunity
- Assigning opportunites to another user
Once you have opened Care Manager, a list of all opportunities will be displayed with their relevant information including patient name, the Provider initials alongside the Payor and COT number, last updated date, Care Manager status, assignee, cost value, UDA value (if applicable - NHS COTs only) and contact information.
By clicking on the column headings you can order the values. For example you may want to see it by last updated date or highest value first.
You can use the Filter option to view and action certain types of opportunities.
The workspace Care Manager workspace icon can be used to see when opportunities need to be actioned and view the opportunities assigned to you.
If the lightbulb icon is red then there is an opportunity assigned to you that needs actioning. You can click on the arrow next to the icon to see the opportunities assigned to you.
Contacting patients regarding an opportunity
To get patients into the practice for their outstanding treatment you will need to contact them. In Care Manager you can do this via Phone, Email or SMS and if you have Online Booking you can include a booking link.
You can also add notes to an opportunity to note down the conversation you had via the phone.
You can contact by Email/SMS to do this.
- Highlight the opportunity then click the Contact button.
- Select the appointment as required.
- Select the type of message and the email/sms template to send.
To make it easier for your patients, you can include an online booking planned treatment link in the template so they can book their appointment at their pleasure.
Booking an appointment via Care Manager
When using Care Manager to call patients regarding their outstanding treatment you can use Care Manager to book the appointment.
|Tip: If you are looking to send a booking link for a planned appointment, find out more in Planned treatments in Care Manager.
Once the patient agrees to make a booking for a treatment plan / COT, highlight the opportunity then click the Book button to open the Edit Appointment window for that patient, automatically opened over the Appointment Book:
From here you can create the booking as normal and confirm with the patient.
Rejecting an opportunity
Even though we do not want to see rejected opportunities its important to manage our opportunities so we can focus on the ones that we can get booked in. Rejecting allows us to filter these opportunities out of the list and only see the relevant opportunities.
Normally users reject the attempted booking when a patient is not interested in booking open treatment, but your practice may have other reasons to set specific bookings as Rejected.
For example, Receptionists may "Reject" opportunities that they know are infeasible, as a means of identifying them for the Dentists to de-activate or delete from the Chart tab.
To Reject Care Manager open treatment plans / COTs,
Select a listed open treatment or use CTRL-click to select multiple.
Click the Reject button.
Confirm Yes when prompted.
The status in the Status column changes to Rejected.
When you Reject an open treatment, it is not deleted, it is simply assumes theStatusof Rejected. Rejecting does not affect the Course of Treatment.
Rejected opportunities don't by default display in the list.
Snoozing an opportunity
Sometimes a patient is not in the position to book in their appointment and you need to postpone that opportunity, for example they are currently out of the country. Using the Snooze function will remove them from the list until a chosen date.
To Snooze (postpone) booking appointments for Care Manager patients.
Select the patient open treatment in the list.
Click the Snooze button.
By default the date is advanced one week.
Optionally click the calendar icon to set an alternative date.
The open treatment now has aSnoozedstatus in the Care Manager Status column.
Assigning opportunites to another user
Care Manager is designed so you can assign opportunities to staff members so they can action and book an appointment for that opportunity.
To assign Patient open treatments to a user:
In the Care Manager screen select an open treatment or SHIFT-click / CTRL-click to select multiple open treatments.
Click the Assign button.
Select a user from the dropdown menu, and then click OK:
The practitioner's name will appear in the Assigned To column against that open treatment:
If using the Care Manager Workspace icon that user will see the icon turn red that they have at least one opportunity assigned to them
They can click the dropdown to view their assigned opportunities.