Manage Communication Records with Patients (Released Wednesday, October 21, 2020) – CoachCare

This article describes a feature used with the Remote Patient Monitoring (RPM) feature. The information and opinions contained herein are for general information purposes only, are not intended to constitute legal or other professional advice and should not be relied upon nor treated as a substitute for specific advice relevant to particular circumstances. We make no warranties, representations or undertakings about any of the content of this guide (including, without limitation, any as to the quality, accuracy, completeness or fitness for any particular purpose of such content), or any content referred to herein. We make no representations, warranties or guarantees, whether express or implied, that the content of this guide is accurate, complete or up-to-date

Beginning Wednesday, October 21, 2020, coaches have the ability to add, modify, and delete communication records with patients.

About Communications

Communications is an expansion to the Calls feature on the provider dashboard, which is accessible under Patient Profile → More → Communications. The title was previously Calls but is now Communications. Prior to this release, only video conferencing calls made through the platform were captured in this listing. Now, manual records may be added, and two pieces of information on each record may be set:

Communication Type is now associated with each record in the listing. This is a simple categorization of the medium through which the call took place. The possible values are:
- Platform Audio/Video Call
- External Audio Call
- External Video Call
- In-Person
Billable Service represents which type of billable service report (if any) this communication record is to be included in. The possible values are:
- None
- RPM
- Telehealth

Automatically-Tracked Communications

The communication type Platform Audio/Video Call is reserved for audio and video calls made through the platform's video conference feature. All of these calls are automatically logged and labelled with this communication type. No manually-added communication record can use the Platform Audio/Video Call communication type.

Manually Adding Communications

Communication records can be manually added by clicking the Add Manual Communication button on the Communications page. A form will be presented, which will create a new communication record listing, and automatically include both you and this patient as participants in the communication:

Type
The medium of the communication, which is currently either: External Audio Call, External Video Call, or In-Person. These options are exclusively used for labelling and record-keeping purposes. The selection does not impact reporting.
Billable Service
The billable service type, if any, this record will be included under. The currently-available options are: None, RPM, and Telehealth. Currently, only the RPM selection has an impact on reporting. All communication records with a billable service of RPM will be included in the billing report and per-patient report calculation for RPM communications.
Start Date
This is the date which the communication began.
Start Time
The time which the communication began.
Duration
The number of either minutes or hours which the communication lasted.

Modifying and Deleting Communications

Once a communication is created its Billable Service may be modified. To modify the selection, simply click the dropdown in the row of the desired record, and select the appropriate billing service. Currently, the billing service may only be modified for records in the current month. An update to be released in the upcoming weeks will extend this restriction to the current and previous months.

A manual communication may be deleted. To delete a record, locate and click the trash can icon in the Actions column of the appropriate row. Currently, only manually-created records for the current month may be deleted. An update to be released in the upcoming weeks will extend this restriction to the current and previous months.

Billable Services Captured on Call Start

When a provider initiates an outgoing call, they will first be prompted to select a Billable Service to categorize the communication. This selection will appear as a small dropdown below the Call User button when clicked. Once the call is finished, the record will appear in the Communications table with the selected option.