Calls

Overview

Welkin supports inbound and outbound voice calls directly within the Care Portal through integration with phone tree and VoIP providers. Calls are logged and linked to patient records for a complete communication history.

Making an Outbound Call

1. Open the patient profile

2. Click the phone icon next to the patient's phone number, or navigate to Communication Center and click + New Call

3. Select the patient's phone number to dial

4. The call is placed through your organization's configured phone system

If your organization uses a softphone integration, the call may initiate within the browser. If not, your desk phone or mobile device may ring to connect the call.

Receiving Inbound Calls

Inbound calls are routed according to your organization's phone tree configuration. When a patient calls in:

• The system attempts to match the incoming number to a patient record

• If matched, the care team member receives a screen pop with the patient's information

• If unmatched, the call is presented as an unrecognized communication

During a Call

While on a call, you can:

• Access the patient profile for reference

• Take notes that will be saved to the call log

• Complete a call disposition (e.g., Left Voicemail, Connected, No Answer)

After a Call

All calls are logged in the patient's communication history with:

• Date and time

• Duration

• Direction (inbound/outbound)

• Disposition

• Notes entered during the call

Call Recording

If call recording is enabled by your organization, recordings may be available in the call log. Access to recordings is controlled by role permissions.

For phone tree configuration, see Phone Tree (Designer).