Redirection agents who work at ER triage desks or at 811 call centers guide patients to relevant care. The Agent Portal lets redirection agents book appointments for patients with integrated care providers. By using the Agent Portal, redirection agents can better assist low-acuity patients and reduce ER wait times.
When a patient contacts a redirection agent, the redirection agent first assesses the patient’s care needs. The redirection agent then uses the Agent Portal to locate the patient’s record and to find an appointment based on the patient’s location, type of care needed and clinical attachment status.
Redirection agents can also view appointment history and manage upcoming appointments.
Note: The Agent Portal supports patients with a valid health card from a health authority. Redirection agents can book appointments only for patients registered with a health plan in a province or territory.