Use the Vaccination call center app
Vaccination call center is an app that call center representatives use to assist residents with their vaccination appointments. When a resident contacts the call center, a representative can provide the following services for the resident:
Verify a resident's eligibility and, if eligible, book an appointment for the resident.
Look up if a resident is registered or already has an appointment. If the resident has an appointment, the representative can confirm the appointment.
Update a resident's registration information.
Cancel or change a resident's appointment. This includes moving the location of the appointment to a difference vaccination site.
Book residents into appointment slots that are reserved for those residents without access to the internet or other digital technology.
Call center representatives are authenticated and have access to specific views, permissions, and actions in the Vaccination call center app.
Note
Only the following options on the command bar are applicable in the Vaccination call center app: New, Edit, Save, Save & Close, Delete, and Refresh. Don't use other options on the command bar.
COVID vaccine eligibility
In the left navigation pane of the app, select Eligibility to view a list of the registered residents and their eligibility status. Select a record to view more details.
A vaccine eligibility is a record of a registered resident's eligibility for a COVID vaccination. A resident's eligibility is determined by the information and answers the resident provides during registration. In Vaccination call center, the call center representative can register a resident by adding a vaccine eligibility for the resident. Eligibility is indicated by the vaccine phase the resident is eligible for.
Before you add a vaccine eligibility for a resident, you add the resident as a contact. You can add a resident as a contact while you are registering the resident and determining their eligibility.
To register a resident and create a vaccine eligibility for the resident:
On the command bar, select New.
Ask the resident the series of questions and record their answers.
Create or select the resident for the vaccine eligibility. To create a contact for the resident, select Resident, and then select New Resident.
Enter the contact information for the resident, and then select Save and Close.
Confirm that the information about the resident is true.
From the command bar, select Save & Close.
The eligibility outcome for the resident is calculated. If the resident is eligible for a vaccination, you can proceed to book an appointment.
Select OK.
Select a location and primary slot for the vaccination.
From the command bar, select Save & Close.
If the resident's personal information includes an email address, the resident will receive an email with the appointment details.
If you want to view the appointment, in the left navigation pane, select Appointments, and then select the appointment you created for the resident.
Residents
To view a list of the residents who are registered for a vaccine, select Residents in the left navigation pane. You can select a record to view the details of a resident.
A contact is referred to as a resident in Microsoft Vaccination Management. Residents who register for a vaccination are recorded as a contact. When a person contacts the call center to book an appointment, the call center representative collects the person's information and adds them as a contact. The representative can then register the resident and determine their vaccine eligibility. If the resident is eligible for a vaccination, the representative can then book an appointment for the resident.
On the command bar, select New to add a contact to the vaccination program. If the resident has a COVID vaccination eligibility, you can select the eligibility as you add the resident as a contact.
To search for a registered resident:
Select Residents in the left navigation pane.
Do one of the following actions:
Select a column, and from the column menu, select Filter by. Select the conditional operator that you want to use (for example, equals), type or select the comparison value for the condition, and then select Apply.
Select the filter icon in the upper-right of the page. This opens the advanced filtering panel. To learn how to use advanced filtering, see Use the expression builder.
To book an appointment for an unregistered resident:
Select Residents in the left navigation pane.
Select New on the command bar.
Enter the resident's contact information, and then select Save.
In the Related Vaccination Details area, select New Vaccination Recommendation.
Enter or select the date of the recommendation. For example, the current date.
Select Save.
The vaccination recommendation for the resident is created (see the upper-left of the screen).
Select the Go back arrow button in the upper-left of the page to return to the contact personal information page for the resident.
In the Related Vaccination Details area, select New Appointment (Vaccination).
Create the appointment for the resident, and then select Save.
Review the booked appointment and verify the information is correct.
Select the Go back arrow button in the upper-left of the page to return to the contact personal information page for the resident.
Appointments
In Microsoft Vaccination Management, an appointment is a vaccination appointment. The appointment slots that are available for a vaccination site is determined by the vaccination schedules that are established by a vaccination program administrator. More information: Use the Vaccination management app
In the left navigation pane, select Appointments to view or create vaccination appointments.
To add a vaccination appointment:
Select Appointments in the left navigation pane.
From the command bar, select Appointment.
In Required, enter or select the name of the resident.
In Subject, enter the purpose of the appointment. For example, enter "vaccination".
Specify the Start Time and End Time of the appointment.
Select Save.
To cancel an existing appointment for a resident:
Select Appointments in the left navigation pane.
Select the appointment for a resident who is booked for the first dose vaccination. Select the appointment by placing a check mark in the first column of the row.
Select Cancel on the command bar.
Confirm that you want to cancel the appointment.
The resident will receive an appointment cancellation email.
Note
If the resident has appointments booked for dose 1 and dose 2, both appointments are cancelled when the first dose appointment is cancelled.
To book a dose 2 vaccination appointment for a resident:
Select Residents in the left navigation pane.
Select a resident who has received the dose 1 vaccination, and then select Edit on the command bar.
In the Related Vaccination Details area, under Recommendations, select the Dose 2 record.
Select Edit, and then select the Appointments tab.
Select New Appointment (Vaccination).
Select the Location, select the Primary Slot, and then select Save.
The appointment is booked. Review the booked appointment and verify the information is correct.
After scheduling the appointment, return to the resident profile.
You can use the Go back arrow button in the upper-left of the page to return to the contact personal information page for the resident.
Verify the appointment information correctly shows in the Dose 2 recommendation record.