Program Administrator
Maintains staff, master directories, lead routing, ownership, care plans, referrals, and program reports. Can view all patient records.
CRM OPERATING GUIDE
How the patient support workflow runs
Use this guide to follow one patient from enrollment and ownership assignment through the five standard calls, clinical handoffs, Day 180 support, and reporting.
ACCESS AND OWNERSHIP
What each role does
Regional Manager
Works within one region. Reviews patients, assigns Project Coordinators and OSRs, starts care plans, and monitors regional reports.
Project Coordinator
Owns assigned leads, completes routine calls, records dispositions and patient status, schedules callbacks, and creates clinical or field handoffs.
Care Nurse
Receives assigned clinical reviews, records application or troubleshooting guidance, assesses complications, and closes seven-day clinical follow-ups.
OSR / Field representative
Enrolls patients, receives failed-contact and field-visit handoffs, records pouch application training, and returns patient feedback to the CRM.
OFFICIAL CARE PATHWAY
Five standard calls and conditional Day 180 support
Dates are calculated from the care-plan anchor in Asia/Kolkata.
- Call 1Within 24 hoursIntroduction · Foundation
- Call 2Day 10Awareness · Application support
- Call 3Day 30Prevention · Nurse intervention
- Call 4Day 60Quality of life
- Call 5Day 120Confidence · Satisfaction
- Additional callDay 180Created when Day 120 needs support
If an OSR is available, schedule the second pouch application visit. If unavailable, hand the application-guidance call to a nurse.
The nurse provides prevention, troubleshooting, and warning-sign guidance. When an issue is present, the CRM schedules a seven-day review.
A satisfied Day 120 patient moves to WhatsApp and community engagement. An unsatisfied patient receives the Day 180 additional support call.
PATIENT JOURNEY
Run the workflow in this order
-
01
Administrator
Prepare the program directories
Confirm active hospitals, products, OSRs, and staff. In Lead routing, map each Sales Manager to a Project Coordinator first, then add OSR and language fallback rules. Sales Manager rules have the highest priority.
-
02
OSR, Project Coordinator, 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 a duplicate with the same patient name and mobile number.
OTP is currently disabled by configuration. The original OTP workflow remains available when a delivery provider is configured.
-
03
System and program management
Confirm ownership and start the 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 Project Coordinator and OSR manually from the patient record.
Open Care pathway, choose the dated anchor, and start the plan. The CRM creates Call 1 through Call 5; Day 180 is created later only if required.
-
04
Project Coordinator
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.
-
05
Project Coordinator, OSR, and Care Nurse
Complete Day 10 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, the CRM creates nurse application guidance instead.
-
06
Care Nurse
Complete Day 30 clinical prevention work
Record 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.
-
07
Project Coordinator
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.
-
08
Assigned Project Coordinator
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 cancels the old callback and creates the new one.
-
09
All care roles
Close referrals and lifecycle changes
Use Nurse referrals, Field visits, or All referrals for handoffs. Record the resolution before closing a referral. When a patient becomes reversed, deceased, or switched, update the status and required details; pending outreach is cancelled.
A consent-withdrawal request pauses outreach immediately. With the current request-only setting, a manager confirms the final withdrawal. Delivery of the email alert begins when the Convatec recipient and mail provider are configured.
-
10
Administrator and Manager
Review program outcomes
Use Enrollment report for region, source, Sales Manager, and Project Coordinator 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.
WORKSPACE REFERENCE
Where to find each type of work
| Workspace | Use it for | Completion rule |
|---|---|---|
| Work queue | All pending care tasks visible to your role. | Calling tasks close through a recorded call outcome. |
| Callbacks | Patient-requested callbacks, retries, and rescheduled calls. | Record the call or schedule a new future callback. |
| Nurse referrals | Clinical leakage, skin, appliance, and guidance handoffs. | A nurse records the clinical outcome and resolution. |
| Field visits | OSR pouch application guidance and training. | Confirm training and enter patient feedback. |
| Patient history | Enrollment, ownership, profile, care-plan, and status changes. | Read-only audit record. |
| Consent history | Granted, requested, notified, and confirmed consent events. | Outreach stays paused after a withdrawal request. |
IMPORTANT OPERATING RULES
Keep these controls in mind
- International patients can be enrolled and can hold invoices, but they never enter an outreach pathway.
- Patient region comes from the selected hospital. Hospital city filters the hospital list.
- The supplied city and country SQL files do not contain postal-code mappings, so patient city and PIN remain separately entered until a verified PIN-to-city source is supplied.
- Clinical guidance fields and clinical tasks are restricted to the Care Nurse role.
- Inactive, international, withdrawn, or withdrawal-requested patients cannot receive new calls or tasks.
- Call 1 is Introduction; Calls 2–5 are Days 10, 30, 60, and 120. Day 180 is reported as the additional call.