BHSDSTAR. User Guide-Call Center Representative CSS. Updated 5/22/2017. Call Center Representative CSS User Guide Version 1.1

Transcription

1 User Guide-Call Center Representative CSS Updated 5/22/2017 BHSD User Guide Page 1 of 15

2 Table of Contents 1. Purpose and Introduction Introduction Log In, Navigation, and Account Settings To Log In: Navigating Call Tabs: Navigating Call Results: To edit Profile Settings: To edit Password: To contact BHSD Management via To Logout: Making Survey Calls Submitting Call Results Submit a Call with No Response: Submit a Call that needs to be Rescheduled: Submit a Call for a number needs to be Retired: Submit a Call where Member declines to participate in the survey: Reassign a Call to a Spanish speaking Call Representative: Submit a Call that was Dropped: Submit a completed English Survey: Submit a completed Spanish Survey: Mark a Call as Follow-Up Needed Questions BHSD User Guide Page 2 of 15

3 1. Purpose and Introduction 1.1 Introduction This document describes the basics of navigating in the BHSDSTAR CSS module including log in, making calls, and submitting survey responses. 2. Log In, Navigation, and Account Settings 2.1 To Log In: 1. From the desktop double-click your internet browser to launch. (For best results we recommend Goggle Chrome but other browser can also be used.) 2. Enter bhsdstar.org/ in the browser window and press the Enter button. 3. Click the Provider Login button. 4. Click Username field and enter your user name. 5. Press the Tab key or click in the Password field and enter your user password. 6. Click Login button. 7. CSS Dashboard screen with Survey and User Name is displayed. BHSD User Guide Page 3 of 15

4 Tip: This screen can be viewed at any time by Clicking Home in the upper right corner of the screen. 2.2 Navigating Call Tabs: 1. Click Today s Callback Tab. 2. Calls reschedule for today s calendar date are displayed. 3. Click Dropped Calls Tab. 4. Calls that were dropped while in process are displayed. 5. Click Spanish Speaking Tab. BHSD User Guide Page 4 of 15

5 6. Spanish speaking designated member calls are displayed. 7. Click Find Tab. 8. Enter search criteria. 9. Click Go. 10. Specific member to call for the survey is displayed. 2.3 Navigating Call Results: BHSD User Guide Page 5 of 15

6 1. Click Today s Results. 2. Graph of today s results is displayed. 3. Click Overall Results. 4. Graph of overall survey results is displayed. 5. Click Goal. 6. Graph of the survey member participation is displayed. 2.4 To edit Profile Settings: 1. Click on your logged in Name in the upper right corner. BHSD User Guide Page 6 of 15

7 2. Click Profile Settings. 3. Click the field you want to edit and enter new information. 4. Click Save. 2.5 To edit Password: 1. Click on your logged in Name in the upper right corner. 2. Click Profile Settings. 3. Click change password. 4. Enter last password. 5. Enter a new password. 6. Re-enter the new password. 7. Click Save. 2.6 To contact BHSD Management via Tip: Never send a client s name in the free text section of the -refer to them by their ID number. 1. Click on your logged in Name in the upper right corner. 2. Click Contact BHSD Management. BHSD User Guide Page 7 of 15

8 3. Enter a description of the problem or question. 4. Click the Client checkbox and enter client Id if this is related to a specific client. 5. Click Send. 2.7 To Logout: 1. Click on your logged in Name in the upper right corner. 2. Click Logout. BHSD User Guide Page 8 of 15

9 3. Making Survey Calls From the Home screen: 1. Click Make a New Call. 2. New Survey Member with number of times previously called is displayed. 3. Click Make the Call. Tip: Click Do Not Make the Call to abort making the call available to the member. 4. Call Response Options and Call Timer clock are displayed. BHSD User Guide Page 9 of 15

10 4. Submitting Call Results 4.1 Submit a Call with No Response: 1. Click No Response option. 2. Click Submit Call Information. 3. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. 4.2 Submit a Call that needs to be Rescheduled: 1. Click Reschedule option. 2. Click Reschedule Day Calendar and click date. 3. Click Reschedule Time drop-down and click time. 4. Click Notes section and enter notes. 5. Click Submit Call Information. 6. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. BHSD User Guide Page 10 of 15

11 4.3 Submit a Call for a number needs to be Retired: 1. Click Retire option. 2. Click Retire Reason. 3. Click Submit Call Information. 4. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. 4.4 Submit a Call where Member declines to participate in the survey: 1. Click Abdicated option. 2. Click Notes section and enter notes. 3. Click Submit Call Information. 4. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. BHSD User Guide Page 11 of 15

12 4.5 Reassign a Call to a Spanish speaking Call Representative: 1. Click Preferred Survey Language Spanish. 2. Click Reassign to Spanish Speaker. 3. Click Notes section and enter notes. 4. Click Submit Call Information. 5. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. 4.6 Submit a Call that was Dropped: 1. Click Preferred Survey Language. 2. Click each survey question response and enter free text in any free text response fields. 3. Click Dropped Call-Save. 4. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics as well as on the Dropped Calls Tab. BHSD User Guide Page 12 of 15

13 4.7 Submit a completed English Survey: 1. Click Preferred Survey Language English. 2. Click each survey question response and enter free text in any free text response fields. 3. Click Submit Call Information. 4. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. Tip: If any required answers are left blank the system will display a message stating: An item or items are missing. You will need to Click Return and system will highlight in Orange the missing required answers. Tip: Enter None in free text fields if client has no comments. 4.8 Submit a completed Spanish Survey: 1. Click Preferred Survey Language Spanish. 2. Click Proceed with the Survey. 3. Click each survey question response and enter free text in any free text response fields. 4. Click Submit Call Information. BHSD User Guide Page 13 of 15

14 5. System ends call counter. CSS Dashboard screen with correct Survey and User Name is displayed. Call is added to the Today's Results, Overall Results, and Goal graphics. 4.9 Mark a Call as Follow-Up Needed At any point during the call, users can indicate that a follow-up is need with the client by clicking the Follow-Up Needed button. 1. Click Follow-Up Needed. 2. Enter a reason for the follow-up. 3. Click Save. The client will appear in the Follow Ups tab on the home screen of the CSS portal (this tab is only visible to CSS Managers). BHSD User Guide Page 14 of 15

15 Tip: If any required answers are left blank the system will display a message stating: An item or items are missing. You will need to Click Return and system will highlight in Orange the missing required answers. 5. Questions For any questions to support@bhsdstar.org. BHSD User Guide Page 15 of 15