User Guide
Activity logging
Every call and note recorded against an account is kept with who recorded it and when. This page covers the places you record work - the Script tab, the Notes tab and the call bar - and what the product does not record for you.
Written for: Collectors and billing staff · Supervisors
Why it matters
The account's history is how the next person knows what has already happened. A note added on the Notes tab, or a payment recorded on the Payments tab, also updates the account's Last Contact date; a call outcome saved on the Script tab does not.
Recording a call outcome
Account → Script tab → Call Disposition
- Place the call from your own phone (ArkCloud does not dial).
- On the account, open the Script tab.
- Under Call Disposition, choose the outcome (required) and add call notes.
- Select Save Disposition.
The call outcomes on the Script tab:
- Spoke to patient
- Left message
- No answer
- Wrong number
- Disconnected
- Promise to pay
- Payment made
- Payment plan set up
- Dispute
- Requested callback
- Refused to pay
- Do not call
The call bar
The call bar at the bottom of the screen does not place calls. Start Call is disabled, and its tooltip says why: no telephony is connected to the bar. Dial from your own phone, then log the outcome in the bar:
- With the account open, expand the call bar.
- Under Log a call - disposition, choose the outcome and, if the account has several numbers, the number you called.
- Add a note if you want, then select Log call.
The call is saved on the account as an outbound call, with the disposition, the number and your note in its text. Controls the bar cannot carry out yet are disabled and say "Not available from the call bar yet - use the account page."
Adding a note
Account → Notes tab → Add Note
- Open the account's Notes tab and select Add Note.
- Choose a note type: General, Call Notes, Payment, Dispute, Hardship or Compliance.
- Write the note and select Save Note.
In the list, a note recorded as Call Notes shows as an outbound call and every other type shows as a note - the type you chose is not displayed.
What is recorded automatically
| Field or control | What it means |
|---|---|
| Payments | Recorded in the account's Audit tab. |
| Letters | Generating a letter records an activity event. |
| Bulk status changes | Recorded in the audit trail with the reason, if one was given. |
| Emails and text messages | Not shown in the account's notes. Two staff controls send one - Send on Patient AR → Statements (an emailed statement letter) and the portal invitation on an account's Statements tab - and both record it in the audit log. Nothing is delivered where no email or SMS provider is configured. |
| Documents | Not recorded against the account. |
Compliance
Each note and call outcome stores the user who recorded it and the time. ArkCloud does not decide what your organisation must record for debt-collection or privacy rules; follow your own policy.
Templates
There are no note or activity templates.
Editing and deleting
Notes and call outcomes cannot be edited or deleted once saved. If something was recorded wrongly, add a new note that corrects it.
See also notes and tasks.