User Group is one of the modules in MetoCRM, the medical tourism CRM built for clinics and health tourism agencies. The sections below cover what it does in day-to-day work.
Sending each patient to someone who can answer them
A clinic selling into several countries has consultants who speak different languages and coordinators who know different treatments. When every enquiry lands in one undifferentiated queue, the first reply frequently comes from whoever is free rather than whoever can help — and the patient is asked to repeat themselves before anything useful happens.
User groups let you organise the team the way the work is actually divided: by language, by treatment, by market or by region. Incoming conversations and leads can then be routed to the group responsible instead of to the whole company.
- Group team members by language, treatment, region or competence
- Route patient requests to the right people quickly
- Raise service quality by matching enquiry to expertise
- Make workload and responsibility explicit rather than assumed
- Let colleagues focus on the area they actually know
Groups are also how cover works
The reason to route to a group rather than a named individual is what happens when that individual is on leave, in surgery coordination, or asleep because the patient is in a different time zone. A group has someone available; a person does not.
This is why groups sit behind the routing in lead distribution, web forms and the messaging channels: WhatsApp, Instagram DM, Messenger and email can each hand their conversations to the group that should own them.
Setting up groups and roles
Groups are created inside the system — see the user group guide and user groups. Adding people is covered in user add.
Roles are a separate question from groups: a group decides who receives work, while a user role decides what someone can see and do. Roles are also what data masking uses to hide patient contact details from users who do not need them.
Frequently asked questions
A group determines who work is routed to. A role determines what a user is permitted to see and do in the system. Most clinics need both: groups to distribute patients, roles to control access.
Groups are built around how your team is organised, so someone who covers two languages or two treatments can be placed where they are actually needed rather than forced into a single bucket.
Because people take holidays and work in one time zone. Routing to a group means an enquiry arriving at three in the morning still reaches somebody who is on shift, which is a routine situation when your patients are abroad.
