Manage Accounts and Contacts

An account is an organisation the hospital does business with — the corporate client you bill in bulk, the HMO or insurer you contract with, the doctor or clinic that refers patients to you, the partner or reference lab you exchange work with. The account master is the single list of all of them. A contact is a person at an account — the procurement officer you email, the clinic owner you call — and one contact can be flagged as the primary, the default person to reach. This guide keeps both tidy.

Important — what a PRM account is not: a PRM account is a standalone commercial record. It is not the clinical patient record, and not the billing payer/scheme. Those live in their own modules (Register and Bill) and are never created or edited here. PRM is your sales-side view of the organisations you deal with; it does not reach into anyone’s chart or into a patient’s invoice.

Who / when: the business-development officer (the account manager) creates and maintains accounts and contacts as relationships form and people change roles. Do it whenever a new organisation enters your commercial orbit or a contact joins, moves or leaves.

We will follow Bisi the business-development officer, setting up a new HMO partner and its key people.

Create an account

1. Business-development officer — open PRM → Accounts. The master lists every account with its code, type, owner and status. Press “New Account”.
2. Business-development officer — give the account a Name and choose its Type: Corporate, HMO, Referring Provider, Partner Lab, Individual or Other. The type is how you segment and filter the master.
3. Business-development officer — set the Status — Prospect (you are still pursuing them), Active (live relationship) or Inactive (dormant). A brand-new account defaults to Prospect; an account created by converting a lead lands as Active.
4. Business-development officer — assign the Account Manager — the owning business-development staff member (the picker lists only PRM staff). Optionally fill Industry, Email, Phone and Address.
5. Business-development officer — press “Create”. Veona mints an account code (the account’s unique reference) and adds it to the master.

Tip

Search and filter the master from the top of PRM → Accounts: type into the search box (name, code or email) and narrow by Status and Type. Click any row to open its detail panel — profile, contacts, opportunities, quotations and recent activity all in one place — and “Back” to return. There is no separate “account detail” menu entry; the detail is always reached by clicking a row.

Add contacts to an account

1. Business-development officer — open PRM → Contacts and press “New Contact” (or work from the account’s detail panel).
2. Business-development officer — enter the person’s Name, and optionally their Title, Email and Phone.
3. Business-development officer — link them to their Account (optional, but usual — a contact can also stand alone with no account).
4. Business-development officer — tick Primary if this is the main person to reach at the account. The primary contact sorts to the top of the account’s contact list.
5. Business-development officer — press “Create”. The contact appears under its account and in the contacts list.

What happens next

Accounts and contacts become the spine the rest of PRM hangs off: you open opportunities against an account, quote an account, and log activities against an account or contact. The account’s detail panel rolls all of that up — its contacts, its deals, its quotes and its recent interactions — so one click shows the whole relationship.

Caution

PRM has no delete — records are edited or set Inactive, never removed (this preserves the audit trail and any history hanging off them). To retire an account, set its Status to Inactive. Editing an account or contact is a full update: change any field and press “Save Changes”.

Follow the trail

• Previous: Capture and Convert a Lead
• Next: Work the Opportunity Pipeline
• Related: Quote an Account · Log Activities · PRM module reference