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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
User Guide-Call Center Representative CSSVersion 1.2
Updated 4/17/2019
BHSD User Guide Page 1 of 13
BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
Table of Contents
1. Purpose and Introduction...................................................................................................................31.1 Introduction................................................................................................................................ 3
2. Log In, Navigation, and Account Settings............................................................................................32.1 Log In:..........................................................................................................................................32.2 Navigating Call Tabs:...................................................................................................................42.3 Navigating Call Results:...............................................................................................................52.4 Edit Profile Settings:....................................................................................................................62.5 Edit Password:.............................................................................................................................72.6 Contact Support via Email:..........................................................................................................72.7 Logout:........................................................................................................................................ 8
3. Making Survey Calls............................................................................................................................ 84. Submitting Call Results........................................................................................................................9
4.1 Submit a Call with No Response:.................................................................................................94.2 Submit a Call that needs to be Rescheduled:..............................................................................94.3 Submit a Call for a number needs to be Retired:......................................................................104.4 Submit a Call that needs to be Abdicated.................................................................................104.5 Reassign a Call to a Spanish speaking Call Representative:.......................................................114.6 Submit a Call that was Dropped:...............................................................................................114.7 Submit a completed English Survey:.........................................................................................124.8 Submit a completed Spanish Survey:........................................................................................13
5. Questions.......................................................................................................................................... 13
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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 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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
7. CSS Dashboard screen with Survey and User Name is displayed.
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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
5. Click Spanish Speaking Tab.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:
1. Click Today’s Results.2. Graph of today’s results is displayed.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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 Edit Profile Settings:
1. Click on your logged in Name in the upper right corner.2. Click Profile Settings.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
3. Click the field you want to edit and enter new information.4. Click Save.
2.5 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 Contact Support via Email:
Tip: Never send a client’s name in the free text section of the email-refer to them by the last 5 digits of their BHSDSTAR Client ID.
1. Click on your logged in Name in the upper right corner.2. Click Contact Support.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
2.7 Logout:
1. Click on your logged in Name in the upper right corner.2. Click Logout.
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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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.
4. Submitting Call Results
4.1 Submit a Call with No Response:
1. Click No Response option.2. Click Submit Call Information.
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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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.
4.4 Submit a Call that needs to be Abdicated
1. Click Abdicated option.2. Click Notes section and enter notes.3. Click Submit Call Information.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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.
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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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.
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BHSDSTAR Call Center Representative CSS User GuideVersion 1.2
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.
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.
5. Questions
For any questions email to [email protected].
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