Injury Hotline Flow

Video Tutorial: Setting up your hotline organization

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Step-by-Step: Setting up your hotline organization

Hotline Organization

A hotline must be associated with an organization. If you've not created one, follow along here: Creating an Organization 

Assigning Provider Users

1. Navigate to the organization. 

2. Select Assign Providers. 

3. Click Add. 

4. From the dropdown, select the provider.
5. Set the provider’s call priority: 

6. Each provider should have a unique number. Do not assign duplicate numbers.
7. Select OK. 

Note:
Make sure providers have their cell phone number entered on their r Details page. If a cell phone number is missing, the provider will not receive hotline calls.

 

 

Video Tutorial: Hotline and Video Visit Instructions

Step-By-Step: Hotline and Video Visit Instructions

Hotline & Video Visit Instructions

1. Log in to the mobile application.
2. Navigate to Settings.

3. Toggle on Hotline Availability.

4. When a call comes through, your device will ring like a normal call.
5. Answer the call – you’ll be prompted to press any key to connect.
6. Once connected, you may conduct the call as normal.

Switching to a Video Visit
7. On your keypad, press *2. 
8. A text with the video link will be sent to both you and the caller.
9. Verify with the caller that they received the text.
10. Ask them to hang up the call and click the link in the text.
11. Select Allow to enable your camera and microphone.
12. Input your name and select Join Call.
13. Conduct your video visit as intended.
14. Swipe up for visit controls or to leave the call.

Video Tutorial: Caller Experience

Step-By-Step Tutorial: Caller Experience

1. Dial the hotline number provided
2. Listen to the recorded messages, and the call connects
3. Once connected to a provider, begin your conversation as usual
4. if the provider wants to switch to a video visit, they will let you know to expect a text message
5. After you receive the text, confirm with the provider that you got it
6. hand up the phone call when prompted by the provider
7. Open the text message and click the link provided

8. When prompted, select Allow to enable your camera and micrphone

9. Enter your name

10. Select Join Call to enter the video visit

11. To exit, swipe up from the bottom of the screen and choose Exit

12. If you need to return, simply select Rejoin Call on the exit screen

Video Tutorial: Hotline Reporting

Step-By-Step Tutorial: Hotline Reporting

1. Select the reporting tab
2. Select Add
3. Input a name and description for your report 

4. Select Simple Table 

5. Select OK 

6. Select your datasource - Hotline Call History

7. Select OK to apply 

8. Next, edit your form by selecting to edit the table 

9. Select Columns 

10. select all columns 

11. Select OK 

12. Selecting refresh will pull data onto your report 

13. Select the check mark to complete the build of your report