General Info
- We utilize a customized phone system to increase convenience and access for our patients.
- Never say “Transfer” & “Call Center.” Give impresson we are small office and the other person is sitting right next to you.
- We prefer “Warm Transfers”
- Pay greater attention to the person in front of you rather than the phone, that is what call center and voicemail are for.
Call Plan:
- 4 sec.: Our primary Call Center team member’s phones ring
- 4 sec.: Now we add all corporate team member’s phones to ring
- 8 sec.: Now we also add the respective offices’s Receptionist and Coordinator phones to the group
- Patient is given the option to leave a voicemail or:
- 2 min: By default the patient is now put into call queue for all Call Center and Corporate team members to answer.
- Patient is given another option to leave a voicemail
- 5 min: By default the patient is again put back into call Queue for all Call Center and Corporate team members to answer.
- Patient is now forced to leave message.
Notes
- After the office is closed, and through the night, voicemails are sent directly to each office’s e-mail as they can respond more timely.
- After hours patients are given the option to leave a voicemail or connected directly to the doctors’ respective cells phones
- If an office is going to be closed for a Holiday, the phones will be switched to ‘Holiday’ and forwarded to voicemail or connected to an on-call provider.
- Calls will automatically stop being routed to your phones after business hours and on non workdays.
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