How the patient support workflow runs

Administrator

Prepare the program directories

Confirm active hospitals, products, OSRs, and staff. When adding an OSR account in Staff, link an existing field representative or add a new representative and login together. New representatives require a region; employee code is optional. Use Edit in the staff list to update an account, role, or regions. Leave the password blank to keep the current password. Reassign active patients, pending tasks and open referrals before changing a staff role or field representative link.

In Lead routing, map each Sales Manager to a Care Counselor first, then add OSR and language fallback rules. Sales Manager rules have the highest priority.

OSR, Care Counselor, Manager, or Administrator

Enroll the patient

Open Patients → Enroll patient. Record demographics, domestic or international status, contact preferences, hospital, clinical details, pouch system, product codes, accessories, and consent. The CRM blocks an existing mobile number even when the patient name differs.

For domestic addresses, select the state first, then a city from its list. State and city selection is sufficient without PIN code friction. International addresses use free-text state/province and city fields.

Field Representatives (OSRs) and care staff enroll patients directly through the CRM after obtaining verbal or written consent during hospital visits or post-op consultations. The consent record identifies the enrolling staff member. Enrollments use coordinator routing rules and initiate the automatic 5-stage care pathway; leads without a matching rule await allocation in the unassigned list.

OTP is currently bypassed for development. When OTP is enabled and a delivery provider is configured, verification takes place on the enrollment form before saving.

System and program management

Review ownership and the automatic care plan

The system checks Sales Manager, OSR, and preferred language rules in that order. Leads without a matching rule appear in the unassigned list. A manager can set the Care Counselor and OSR manually from the patient record.

The CRM automatically creates Call 1 through Call 5 as part of domestic patient enrollment, using enrollment time as the anchor. Open Care pathway to review the schedule. Day 180 is created later only if required. Unassigned patients still receive a plan and await counselor allocation. International patients are excluded from the calling pathway.

Care Counselor

Complete the introduction call

Use the pending task to record the actual start and end times. Select Contacted or Not contacted, then record the disposition, product continuity, replenishment needs, actions, observations, and notes.

After three unsuccessful introduction attempts, the CRM creates an OSR referral. Use Patient requested callback with a future date and time when the patient asks to be contacted later.

Care Counselor, OSR, and Nurse Counselor

Complete Day 3 application support

Record whether an OSR is available. Availability creates a field visit for second pouch application guidance. The OSR closes it only after confirming training and recording patient feedback. If unavailable, select an active nurse before completing the call; the CRM creates application guidance in that nurse’s queue.

Nurse Counselor

Complete Day 30 clinical prevention work

The coordinator selects a nurse for the Day 30 handoff. The nurse records troubleshooting and warning-sign guidance, leakage or skin findings, and whether doctor consultation is needed. The CRM creates a seven-day clinical review. Keep it pending while unresolved; close it with resolution notes once the issue is resolved.

Care Counselor

Continue Days 60 and 120

Record quality-of-life and confidence outcomes, product continuity, education, and patient feedback. At Day 120, record satisfaction. A positive result creates ongoing engagement; a negative result creates the Day 180 additional support call.

Assigned Care Counselor

Handle callbacks and additional support

Open Callbacks for patient-requested calls and retries. The queue shows contact details, hospital, due time, owner, and notes. Complete the callback by recording a call outcome; rescheduling replaces the pending callback for that calling task. A patient can request a callback without completing the clinical assessment. Reassigning the care work moves linked callbacks to the new owner; cancelling the source task cancels its callbacks.

All care roles

Close referrals and lifecycle changes

Use Nurse referrals, Field visits, or All referrals for handoffs. Complete linked care work and its required outcomes before closing a referral. Referral ownership changes also move linked pending tasks and callbacks. When a patient becomes reversed, deceased, or switched, update the status and required details; pending outreach is cancelled. Reactivating an eligible patient restores only tasks cancelled by inactivation; completed and manually cancelled work stays unchanged.

Recording consent withdrawal immediately marks the patient inactive, withdraws consent and cancels pending outreach. No separate manager confirmation is required for newly recorded withdrawals. The email alert is sent to the configured operational recipient; notices wait for configuration if no address has been set.

Administrator and Manager

Review program outcomes

Use Enrollment report for region, source, Sales Manager, and Care Counselor volumes. Use Care cohorts for monthly stoma-type and call outcomes. Use Team activity for attempts, contacts, handling time, callbacks, clinical findings, product usage, and call-to-action activity.