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How to Receive and Dial Calls Through the App

Receiving Calls Through the App

There are two types of calls you may receive from CareXM (depending on your selected assignment).

1. Patient/Caregiver

2. CareXM CareTriage Nurse​

 

Patient/Caregiver

These calls will always ring from a specific number that has been assigned to your office.​

When you answer this type of call, you will hear a recorded greeting announcing the incoming patient call with instructions on how to accept the call:

ACCEPT (answer) the call, say YES or press any digit,​

OR ​

REJECT the call by hanging up.​

Once the call is answered, your status will automatically update to the unavailable Inbound Contact state and will stay in that state for the duration of your call.

NOTE: We recommend you confirm this number with your administrators and store it in your phone as CareXM or something similar that you will easily recognize and identify as Patients and/or Caregivers calling you during your on-call shift.​

 

CareXM CareTriage Nurse

If one of the CareTriage nurses needs to relay patient information for further follow-up, your staff will receive an inbound call as a regular call from your office's main phone number. 

The Calls button will take you to the Recent Calls page where you can review all recent calls made and received through the app.  You will see the phone number of the caller (or the dialed number, for outbound calls) along with the time of the phone call.  The colored icon corresponds to the type of call:​

  • BLUE ARROW: INBOUND calls​
  • GREEN ARROW: OUTBOUND calls​
  • RED X: Missed, Rejected and/or Abandoned calls​

If you missed or rejected a call, you will see those details. For example, if the call routed to CareXM to be answered, it will say “sent to Total Triage.”  If another member of your team answered the call, it will list that staff member’s name.  If the caller hung up (or abandoned the call), it will include that detail as well.​

 

Dial Calls Through the App

You will have the ability to initiate calls from within the app, and when coupled with our telephony services, the app will mask your phone number to show your organization’s main office number instead of your personal phone number in the caller ID of the individual you are calling.  It will also place you in an unavailable Outbound Contact state for the duration of your phone call.​

To make a call:

1. Tap the blue circle icon in the bottom right corner of the Recent Calls page to open the dial pad.

2. From this page, you can either type the number directly into the dial field, or you can click the Contacts icon to open your contacts list and select the contact you want to call.

3. Tap the blue phone icon to place the call.​
    


    

  • IMPORTANT: To mask your phone number, your phone will show that you are dialing  (801) 742-5358. This is an expected part of the process and does not mean you are dialing the wrong number!​
    • NOTE: iPhone users, you will have to confirm that you want to call this number before it will dial out.  Tap Call to confirm.  Android users will not see this message.​

 

 

 

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