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The ultimate guide to your WELLReceived mobile app

Terri Phillips   |   Oct 13, 2021

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Every WELLReceived account comes with the WELLReceived mobile app. With the mobile app, you can stay connected to your practice, patients, and team while on the go.

With the WELLReceived mobile app you can:

  • View your latest messages and follow up by call or text using your business phone number.
  • Manage your WELLReceived account; view and update your plan and contact details.
  • Change your availability. In an appointment, meeting, or on vacation? Just update your profile to show you’re unavailable to take calls. We’ll ensure your calls reach the right person.
  • Contact our support team and give feedback on messages to improve your patients’ answering experience.

Let’s take an in-depth look at the mobile app features.

Inbox

The Inbox tab contains every interaction between your callers and your live medical receptionists. From the Inbox, you can:

  • View your messages and add notes to help your team follow up on urgent calls.
  • Listen to recordings of phone calls between your medical receptionists and callers.
  • Forward interactions to your team via email or SMS.
  • Call and text patients from the business phone number attached to your account.
  • Give feedback on calls handled by your live medical receptionists.

Add notes

Add quick notes to messages to help your team respond and give context to return callers. Tag people to direct messages to key people.

To tag people on your team:

  • Go to the message to which you want to add a note 
  • Go to notes and hit the @ button
  • Type the name of the person you want to tag
  • Hit Send icon

Give feedback

To send feedback on calls:

  • Choose the call message. 
  • Tap More
  • Select Give feedback
  • Choose if the feedback is positive or negative by selecting the appropriate icon
  • Type your feedback in the text box
  • Hit Enter to send feedback to the service team

Call and text

Call and text patients directly through the app, using your business phone number.

To call a patient or teammate:

  • When a caller leaves a message, you receive an instant notification through the WELLReceived mobile app.
  • Simply open the message and select the call button. The call will be made from your business phone number.
  • If you haven’t activated a business phone number on your account, the call will be made from your carrier number.

To text/SMS a prospect:

  • As soon as one of your callers leaves a message, you will be notified instantly through your WELLReceived mobile app.
  • Simply open the message and select the text button. This will open a text message thread with your customer. The SMS will be sent from your assigned business phone number.
  • If you do not have a business phone number, your standard text messaging will open and the text will be sent from your carrier number.

Personalize your service

Keep your live medical receptionists up-to-date and give return callers a personalized response. By verifying a caller’s contact details, your live receptionists can quickly confirm who they are speaking with and the context of the call.

To verify contacts:

  • When viewing a message from a known patient, go to the saved message.
  • Hit the Verify button next to the caller’s name.

Listen to call recordings

Hear how your live receptionists are responding to calls and adapt scripts based on real caller conversations.

You can enable call recording through your WELLReceived app or by contacting your Client Account Manager. Once call recording is enabled, you can access recordings when viewing a message within the app. 

To review recordings of calls:

  • Select the message you want to review.
  • Go to Call Recording.
  • Click Play to hear the message.

Keep everyone in the loop

Update your status to show when you’re free and when you’re unavailable to take calls. 

To update your Status:

  • Hit the upward arrow to choose your status.
  • Choose from:
    • Available
    • In a meeting
    • At lunch
    • Vacation
    • Custom

To select Vacation, you’ll be asked to specify the duration. Select from:

  • Click the ellipsis next to Vacation
  • Select the length of time you will be unavailable:
    • 1 Day
    • 2 Days
    • Week
    • Custom Vacation
  • Hit Done.

To select a Custom status, you’ll be asked to specify the duration. Select from:

  • Until further notice
  • For one hour
  • For two hours
  • Set your own custom time

Did you know?: You can double-tap your status to switch between available and unavailable.

Connect

The Connect tab lists all your one-to-one messages with contacts. Send patients a text message directly through the app using your business phone number.

To send a text to a patient:

  • Hit the Plus button at the top right
  • Select New SMS
  • Add a new number (OR)
    • Click the Plus button to select from your contact list
  • Type your message and hit Send

File management made easy

Send and receive file attachments directly through chats to centralize your resources. Just hit the paper clip to add local files from your computer, or share links directly through the chat.

To attach a file in a chat:

  • Open the Chat on which you want to send the file
  • Hit the paperclip icon beneath the text area
  • Choose the file you wish to add
  • Hit Enter

Calls

Use the Phone tab to contact patients and colleagues on the go.

Verify your business number

To use the phone feature in your WELLReceived app, you must verify your phone number.

  • Log in to the mobile app. You will then be prompted to verify your phone number.
  • After entering your mobile phone number, you will receive a text message verification code.
  • Enter the verification code. The phone feature is now enabled.

Instant contact

To call patients directly through the Calls tab, you must have a business phone number connected to your account. You can request a number directly through the app. Once a number has been assigned you, there are two ways to call via the calls tab:

Use the dial pad and input any number. Your call will be made directly from your assigned business number.

Or

  • Call a patient from your contacts list. Simply select contacts and choose a patient profile to load. 
  • From their profile, you can click the call button to make a direct call from your business phone number.

Add New Contacts

To add a new contact from your team:

  • Select Contacts from your Phone tab
  • Select New Contact
  • Enter the contact’s details
  • Hit Save

Did you know?: You can still call from a personal number even if you have a business number. Long press the number you want to call. You’ll be prompted to choose the number (Business ID or Carrier) from which you wish to dial.

More

Customize your WELLReceived app to suit you. Edit your account details and tailor your profile to keep everyone in the loop.

Billing & Reports

From the Billing & Reports screen you can make a payment, view your current plan details, and review your invoices. 

Make a payment

To pay your current bill:

  • Click Pay
  • Enter your preferred payment method
  • Enter the amount you would like to pay
  • (Optional) Check Save card for future use box
  • Click Pay

Notes to Receptionists

If you would like to temporarily change how your virtual receptionists handle your calls, it’s easy to leave them a note. 

To leave a note for your receptionists:

  • Click Notes to Receptionists
  • Choose the phone line for which you’d like to leave a note
  • Type in your note
  • Click Save
  • Edit the date and time you’d like the note to expire

My profile

From here you can see your contact details, position and contact details.

To update your working hours:

  • Select My Profile
  • Hit Working Hours
  • Click Edit working hours
  • Choose which days of the week you’re available and edit your start and end times.

My Directory

My Teams

See all the Teams you are a part of. Click on a team name to see who’s in that Team.

Contacts

See all the phone numbers and saved contacts in your account.
To read more about a contact, click the information button next to the contact.

Company Details

See your working days and hours.

To update your working days or hours:

  • Click the pencil at the top right.
  • Select open 24/7 (OR)
  • Choose the days of the week you’re available and edit your start and end times.
  • Select your start and end hours by clicking the From and To times or add your own custom hours.

Settings

Update your notification settings, view terms and conditions, and log out of the app.

To update your notification settings:

  • Go to Notification
  • Select from
    • All: Receive all notifications
    • Focus Mode: Only be notified when you’re directly messaged or tagged in a message
    • None: Stop all notifications through your app

Manage contacts

Add new callers, manage existing contacts, and verify contacts to help your live receptionists identify return callers.

  • Select My Directory
  • Switch over to Contacts tab
  • Select New Contact
  • Enter their details 
  • Hit Save

Manage team

Add new callers, manage existing contacts, and verify contacts to help your live receptionists’ identify return callers.

  • Select Manage Team
  • Select New Contact
  • Enter their details 
  • Hit Save

Did you know?: Looking to get some focused time? You can configure your notification preferences to control how and when you receive updates.

Help and Support

Send feedback

Give feedback on the app and any aspects of the service to continually improve your service.

To give feedback:

  • Go to Help and Support
  • Hit Send Feedback
  • Write your comment(s) and hit Send

Report a problem

Experiencing an issue? Report a problem directly to our support team.

To report a problem:

  • Go to Help and Support
  • Hit Send Feedback
  • Choose Problem and type your feedback in the text box.
  • Hit Send

Secure

The WELLReceived app is HIPAA compliant and dedicated to keeping your patients’ information safe and secure. 

Nobody outside of your organization can access your information. The mobile app comes with several security features to protect your confidential information.

Peer-to-peer encryption: All your chats are encrypted, so all your interactions stay secure.
Secure video calls: When video appointments are made through Setmore Health, you’ll receive a link to a secure Teleport video conference room.

Make the most of your mobile app

Now you have access to your account, Anywhere. With the WELLReceived mobile app, you can manage all your communications from one place. That means more time to focus on your patients and more freedom to grow your practice.

Ready to get started? Download the WELLReceived mobile app for your Android or iOS smartphone.

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Terri Phillips

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