Call Center Basics
Provider Resources
GALE Call Center
19Labs’ GALE platform for providers includes access to a Call Center that enables clinicians to manage their accounts and begin telehealth visits with remote patients. Also, through the use of Insights, providers are able to work along with on-site doctors, nurses, technicians, and community workers to view, control and export patient data.
The combination of the Call Center and Insights patient portal ensures providers have a complete clinic experience. To answer calls, log into, and monitor the 19Labs Call Center. You may want to bookmark this site for quick and easy access in the future.
Logging in
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Enter the credentials you chose or that were given to you by your administrator or log in with Google or Microsoft if your computer allows it
Managing your account
Once you have successfully logged in, you can complete your account setup.
Manage your account by clicking on your name and selecting “Account Profile” from the dropdown menu. Here you can edit your name, professional details, and upload images for the prescriptions.
Notifications
Complete the notification section on your account profile to ensure you are notified for calls that are assigned to you.
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How to set notifications:
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Log into the Call Center
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Click on your name and select “Account Profile” from the dropdown menu on the top right
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Fill out the Notifications panel specifying how you would like to be notified
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Ensure you check the box and fill out the corresponding field.
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Press "Save" on the top right of your profile​
​Opt out of all notifications:
In the Notifications panel, select "Never" or deselect the notification method. Save
Opt out of notifications from an individual clinic:
In the Participating Clinics panel, toggle off the clinic you would like to silence notifications from. Save your profile. You will still see these calls in the Call Center and be able to answer calls from this Clinic, but email and text notifications are silenced.
Related Resources:
Incoming Calls
All active calls are displayed on the Call Center's Incoming Calls panel. Each incoming call will have its own row with details about the call.​
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Incoming Call Row
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​Action buttons (Join, Insights, Pre-Visit)​
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Call Status (Call Waiting or In Progress)
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Clinic Name
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Participants (Patient name and information, other participants)
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​Meeting Information (Other ways to join the call)
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Device Details (Device name, detected location)
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Organization
Pre-visit Info & Chat
​Review personal and clinical information filled by the patient or operator during the intake prior to the visit, including medical conditions, allergies, and medications by clicking "Pre Visit" once an incoming call appears on the Call Center.
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Use the Chat box on the right side of the screen to communicate with the patient or the operator prior to joining the call.
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Providers may use the chat feature to request more information or to simply advise regarding availability and waiting time. Once you join the video call, the chat feature is no longer available. To communicate via text with the patient or operator, use the chat on your Zoom application.
Related Resources:
Joining a Call
You must have the Zoom application installed on your computer or smartphone. For desktop applications, download here. To get the Zoom app for your smartphone, download here (Android devices) or here (Apple/iPhone).
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When you are ready to join an incoming call, simply click Join on the incoming call row to open Zoom on your computer or smartphone. Zoom will launch automatically.
Zoom View
Enable Speaker View for the best experience with GALE. This means your video will be smaller at the top and the patient details and video will appear below.
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To switch to Speaker view, click View on the top right corner of the Zoom call screen and select Speaker.
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If the InsightsAR overlay panels are blocking your view of the patient, ask the operator to turn this off (on the GALE point-of-care unit, there is an icon on the top right corner labeled “Overlay” that turns the panels on and off).
