Quarrington Care Network / BB-Demo – Training
Callcompleted
Quarrington Care Network · 2026-07-02 15:45
Training call on 2 Jul 2026. Danielle Okonkwo wants the Indiana and Wisconsin liaisons on the brain after a field win. Extra users were raised as a soft-limit add-on, but she cannot commit budget and wants real use first.
What was said
What this says
Current to 13 Oct 26Training call on 2 Jul 2026. Danielle Okonkwo wants the Indiana and Wisconsin liaisons on the brain after a field win. Extra users were raised as a soft-limit add-on, but she cannot commit budget and wants real use first.
What happened: Danielle Okonkwo, VP Referral Relations, took Hollie Grieve and Ollie Pearson through search, referrer pages and chat. She opened with a field win: a liaison knew a referrer's complaint history before a hospital meeting.
Customer view: She wants permissions set first, then invites, so new liaisons see a tidy view. She also asked for a firm line that nothing about patients goes into chat or notes.
Commercial: Hollie said the account has forty licensed users on Growth and the limit is soft, with an add-on for extra users in blocks. Danielle said her finance lead decides budget and asked for any proposal to follow real use.
Watch: The Indiana and Wisconsin liaisons are most of the rest of the team, so seats may be needed. Hollie's check-in in a couple of weeks should show who logs in.
Themes
Current to 9 Oct 26Theme
Liaison rollout and seats
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ollie Pearson sends the written guide with the patient-information line at the top and books half an hour with the customer admin on permissions.
- Hollie Grieve checks in after a couple of weeks and looks at who is using it before sending anything on extra users.
- Danielle Okonkwo sends the list of Indiana and Wisconsin liaisons.
Risks
Current to 9 Oct 26- Danielle cannot commit budget on the call and her finance lead decides any extra-users spend.
- Inviting liaisons before permissions are right could put off the new users.
Opportunities
Current to 9 Oct 26- Bringing the Indiana and Wisconsin liaisons on could take the account past forty users and into the extra-users add-on.
- A live session for Wisconsin could deepen adoption in the team with the most questions.
Transcript
Hollie Grieve NoneHi Danielle, can you hear us all right? Ollie's here as well.
Danielle Okonkwo NoneLoud and clear. Hi Hollie, hi Ollie. Sorry, I'm eating a granola bar, it's been that kind of day.
Ollie Pearson NoneNo problem at all. Hello Danielle. We've got plenty of time, so grab whatever you need.- Danielle Okonkwo NoneOkay, before we start, I have to tell you a win from the field. One of our Indiana liaisons walked into a hospital meeting last week and she already knew the referrer had a complaint open with us. Had the whole history. The referrer actually stopped and said, wow, you did your homework.
- Hollie Grieve NoneOh, that's lovely. That's exactly what it's meant to do, isn't it. Was that from the referrer page, do you think?
- Danielle Okonkwo NoneYes, the page. She said she pulled it up in the car park. So now everyone else wants it. That's why we're here, right? I need the Indiana and Wisconsin teams doing the same thing.
- Ollie Pearson NoneRight, that's the plan for today. So I thought we'd do it in three parts. First finding a referrer, search and the referrer page. Then asking the brain questions in chat. Then a bit on what each liaison sees and doesn't see, because I know that matters to you.
- Danielle Okonkwo NoneGood. And I'm recording this on my side too, so I can send it round to the liaisons. Is that okay?
- Hollie Grieve NoneAbsolutely, that's what we'd suggest. We'll send you a short written guide as well, so they're not rewatching eighty minutes to find one thing.
- Danielle Okonkwo NoneHa, yes please. They will not rewatch eighty minutes.
- Ollie Pearson NoneOkay, I'm sharing my screen now. Can you see the brain home page?
- Danielle Okonkwo NoneI see it. Search bar at the top, the recent pages down the side.
- Ollie Pearson NoneThat's it. So the search bar is where I'd start every liaison. Type the name of a hospital or a physician group, and it searches across everything connected: your CRM, the call recordings, the helpdesk, the contracts. You don't have to say where to look.
- Danielle Okonkwo NoneMm. And if the name is spelled differently in two systems? That happens constantly with us. One system has St, the other has Saint.
- Ollie Pearson NoneGood question. For most of those it still finds them, it's fairly forgiving. And when it finds two records that look like the same referrer, it shows you both on the one page and flags it. So the liaison can see it rather than it being hidden.
- Hollie Grieve NoneAnd if it's a real duplicate, that's one for your admin to tidy at the source, in the CRM. We can show them how. It doesn't need to be fixed in the brain.
- Danielle Okonkwo NoneOkay. Noted. That's one for my ops person.
- Ollie Pearson NoneRight, let me open a referrer page. I'll use one of your sample hospitals from the set-up. So at the top you've got the summary: who the contacts are, the contract status, and the most recent activity. Underneath, a timeline of calls, tickets and emails, newest first.
- Danielle Okonkwo NoneThis is the bit I love. This is what I said to Greg's team in the very first meeting, one view per referrer. So what's the referral trend on this page? Is that here?
- Ollie Pearson NoneIt is, scroll down a little. This panel is the referral volume by month, coming from the CRM. You can switch it to by quarter. And the liaison can add a note on the page that the rest of the team can see.
- Danielle Okonkwo NoneNotes are good. Because right now my Wisconsin people keep their notes in their own notebooks, and I only hear about it when someone's left. Okay, so, can I try? Let me click around for a minute.
- Hollie Grieve NonePlease do. Take your time.
- Danielle Okonkwo NoneOkay, I've opened three. The timeline is clear. Question, what are these little tags next to some of the calls?
- Ollie Pearson NoneThose come from the call recorder. It picks out topics, so if the referrer talked about turnaround time or discharge delays, you'll see that as a tag. They're a quick way to scan a long timeline before a meeting.
- Danielle Okonkwo NoneOh, that's useful. A liaison has maybe five minutes before they walk in. Short sentences, that's all they've got.
- Hollie Grieve NoneWhich is exactly why I'd tell them to start with the summary, then the tags, and only then the timeline if they have time. Three layers. Ollie, do we have that on the guide?
- Ollie Pearson NoneWe'll put it on the first page. Right, shall we go on to chat? This is the part people either love or are a bit wary of.
- Danielle Okonkwo NoneWary is fair. Go on.
- Ollie Pearson NoneSo chat is just a box where you ask a question in ordinary words. Something like, what did this referrer say on our last two calls, and has anything changed in how often they send us people. It answers, and, importantly, it shows you where it got each part of the answer, with links back to the call or the ticket.
- Danielle Okonkwo NoneSo they can check it.
- Ollie Pearson NoneExactly. I'd say that to every liaison: it's a good first read, not the last word. If the answer matters, click the source.
- Hollie Grieve NoneAnd one thing from us on the sensitive side, because you're under HIPAA. Don't type patient names or details into the chat. It isn't there for that. It's there for the referrer relationship: contacts, contracts, calls, tickets.
- Danielle Okonkwo NoneRight. Yes. That's my line too, and I'd like it on that first page of the guide. Big and bold. Nothing about patients, ever, in chat or in notes.
- Ollie Pearson NoneDone, I'll put it at the very top. And it sits under the business associate agreement you signed, so that's the commitment on our side as well.
- Danielle Okonkwo NoneGood. Okay, let me try a question. Give me a second. What are the open issues for this referrer, and who on our side owns each one.
- Ollie Pearson NoneNice, that's a good one. Give it a few seconds. Yes, there you go, it's pulling the open tickets and the contacts.
- Danielle Okonkwo NoneOh wow. It's got the owner on each. That's what I wanted. That is literally what my liaisons ask me every Monday.
- Hollie Grieve NoneWhich is lovely, because it saves you being the human search engine.
- Danielle Okonkwo NoneHa. Yes. I am done being that. Okay, what else, what do the good users ask?
- Ollie Pearson NoneThe best ones I see are comparing. How does this referrer's volume this quarter compare with the same quarter last year. Or, which of my referrers haven't had a call from us for a while. That second one is a really good Monday question for a liaison.
- Danielle Okonkwo NoneOh, I like that. Lapsed contact. Let me try that. Which referrers in Indiana haven't had a call in a while.
- Ollie Pearson NoneCareful, the more specific you are, the better. Say what you mean by a while, so a couple of months, or since the spring, something like that.
- Danielle Okonkwo NoneRight, right. Since the spring. Okay. And there's the list. Some of these I know. Some I really don't. Okay, that's my action for Friday, I need this by Friday, I'll hand that list straight to the Indiana team.
- Hollie Grieve NoneThat's a good use of it. Can I ask about the liaisons themselves? How many are you thinking of bringing on in Indiana and Wisconsin?
- Danielle Okonkwo NoneSo, all of them eventually. Right now it's been mostly me and a few of the Illinois people. The Indiana and Wisconsin ones are a big group. I'd say it's most of the rest of the liaison team.
- Hollie Grieve NoneOkay. So just so we're all looking at the same thing, you've got forty licensed users on Growth. Usage has jumped a lot since the spring, which is great, and you're still comfortably inside the forty.
- Danielle Okonkwo NoneRight, so what happens if we go over? Is it a hard stop?
- Hollie Grieve NoneNo, it's a soft limit. Nobody gets locked out. But I'd rather we talk about it before you get there, so you're not surprised. If it looks like you'll go past forty, there's an add-on for extra users, in blocks. I'd come back to you with the numbers.
- Danielle Okonkwo NoneOkay. I can't commit anything on budget on this call, you know that. That's a conversation with our finance lead. But if you send me something simple I can take it to them. Just, don't send it before I've seen who's actually going to use it.
- Hollie Grieve NoneThat's completely fair. Let's get the training done, see who logs in over the next couple of weeks, and then I'll put together something short based on real use, not guesses.
- Danielle Okonkwo NonePerfect. That's how I like it.
- Ollie Pearson NoneCan I go back to one thing in the sensitive-side bit, because it affects who you add? Each person sees what their role allows. So a liaison in Wisconsin can be set up to see their referrers, and the contract and ticket detail that goes with them, without seeing the whole network if you don't want that.
- Danielle Okonkwo NoneYes, I do want that. For now I'd say each liaison sees their own patch. Leadership sees everything. Is that a setting we change, or do you do it?
- Ollie Pearson NoneYour admin can do it, it's a few clicks, and I'll walk them through it. I'd suggest we do it before the new liaisons are invited, so the first time they log in it already looks right.
- Danielle Okonkwo NoneGood. Let's loop in the liaisons once the permissions are right. Not before. I don't want anyone logging in and seeing a mess and deciding it's not for them.
- Hollie Grieve NoneAgreed. So the order is: permissions, then invites, then this recording and the guide, then a short live session if the team wants one.
- Danielle Okonkwo NoneYes. And a live session for Wisconsin specifically, they always have the most questions. They'll want to know if it works on a phone.
- Ollie Pearson NoneIt does, it's a browser, so it works on a phone. The layout is tighter, so the summary and the tags are what they'll mostly see, which is honestly what they need in a car park.
- Danielle Okonkwo NoneHa, the car park again. Okay. Last thing from me. When a liaison has a complaint, like it's wrong, or it's missing something, where do they go? Because I never let a complaint sit.
- Hollie Grieve NoneTwo routes. Anything about the brain itself goes to our support through the helpdesk. And anything you'd rather say to me, you send straight to me and I'll sort it. You've not raised a ticket at all lately, which I take as a good sign, but please don't wait if something's off.
- Danielle Okonkwo NoneGood. And tell the liaisons to send me a note too if they hit a problem. I'll make sure it's answered.
- Ollie Pearson NoneRight, so for next steps. I'll send the written guide, with the patient-information line at the top, and the three-layer tip. And I'll book half an hour with your admin for the permissions.
- Hollie Grieve NoneAnd I'll check in with you in a couple of weeks, once the new people are on, and look at who's using it before I send you anything on extra users.
- Danielle Okonkwo NoneGreat. And I'll send you the list of Indiana and Wisconsin liaisons, so you've got the names. Thanks both, this was really useful. Honestly, the liaisons are going to love it.
- Hollie Grieve NoneBrilliant, thanks Danielle. Speak soon.
- Ollie Pearson NoneCheers, Danielle. Bye for now.
- Danielle Okonkwo NoneThanks, Danielle. Ha, sorry, thanks, you two. Bye!
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