New Hire Orientation 2021

BLAAST of PPWR on the Phone

Be Committed • Answer inbound calls as quickly possible; by the third (3rd) ring; including Spectralinks • All staff in the department, unit or clinic should assist with answering the phones

Listen to Request • Ask the caller how you may be of assistance • Speak in a low tone; moderate volume and speed. “Good morning, this is Kern Medical Department…., my name is…. How may I help you?” Acknowledge and Clarify Take Action • Ask questions to clarify anything not understood. • If it is necessary to place a caller on hold, ask permission and wait for an answer • Estimate the timeframe. “Mrs./Mr. …, I will need to look up that information for you. May I place you on hold for about 2-3 minutes? (WAIT FOR ANSWER) Thank you, please hold” • Listen attentively • Make sure you understand what is being asked • Repeat key points to clarify the callers needs or requests. If necessary, take notes. “Mrs./Mr. …, I understand that you are calling to check on the date and time of your next appointment. Is that correct?” Confirm Satisfaction, Thank you • Close the call in a friendly, professional manner. “Thank you Mrs./Mr. …. Is there anything else that I can help you with? (WAIT FOR ANSWER) You are welcome. Thank you for calling and have a nice day” • Greet callers in a friendly, professional manner • Smile during the call. Smiling naturally improves the voice making it more energetic and friendly “Good morning” • State your name and location

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