TABLE OF CONTENTS

• Setup
• Workflow
• Transfer Calls
• Care Team Queue
• Voicemails

Setup

The Phone system will utilize the Job Titles, Patient Advocate, Case Manager, Clinical Coordinator – MA, Clinical Coordinator – LPN, Clinical Coordinator – RN. Patient Advocates will be separated by Region and MSP Clinic based on the Repository information. Any other Job title added to this system will need to be informed to IT via email.

Workflow

Viewed by in Steps

1. Patient Calls the Region Number
2. Patient Advocate answers the call to get information to look up in Athena
   1. Patient Advocates duties such as “scheduling appointments” will be based on Supervisor’s discretion.
3. Patient Advocate will transfer the Call to the appropriate Care Team based on the information in Athena.
   1. Transfer information is further down.
4. Once Transfer is complete, Patient Advocate is now waiting for the next Call in Queue

Transfer Calls

Guide attached will instruct on how to Transfer Calls. To break it down:

• “Blind” Transfer: Transferring the call to the Staff member or Care Team.
• Consult with Transfer: Caller is placed on hold while you contact the Staff Member or the Care Team. Once answered, you inform them of the patient and their reason for calling, then hitting transfer to send them the call.

Guide – Transferring Teams Calls

Care Team Queue

Each Care Team will follow the same format “REGIONCareTeamXX_Queue”. For example “ChalestonCareTeam01_Queue” is what will be typed to Transfer Calls. Each Care Team Queue is based off the Care Team structure but will only include the Case Manager and 2 Clinical Coordinators. The Call Queue rules are set as follows:

• Call Overflow Handling: Maximum of 50 calls can be in the Queue
• Call Timeout Handling: Maximum wait time for calls is set to 3 minutes
• Agent Selection: It is set to Attendant Routing meaning all calls will ring to everyone at once and the first to answer gets the call. Calls will only ring to those set to Available and not already on a call.

Voicemails

After the Max Wait time is reached, the Call is sent to Voicemail. Each Care Team will have their own Voicemail Planner in their own Channel in their Region’s Voicemail Group Teams.

Below is the breakdown of what a Voicemail Task looks like.

1. Assign – Select your Name 
2. Subject Line – Change the “Shared Voicemail” section to: “Patient’s Name - Birthdate”   
3. Labels – Use if applicable 
4. Bucket – Use if applicable  
5. Progress – Once you begin working on the Task, change the Progress drop down to “In Progress”. 
6. Notes – Here you will see the Transcription of the Voicemail. Its not always accurate so always refer to the Email of this Voicemail to hear the Audio file of the voicemail. (Please note: We are working on adding the file to the task.) 
7. Comments – Please leave your name showing you completed the task and what you did to help the Patron. Example: “Patient Case created, sent to Sherry Elders” 
8. Complete – Click on the Bubble next to the Subject Line or change the Progress drop down to Complete 

Before you change the Task to Complete, please make sure these areas are filled out.