How to handle e-mails that contain a voice mail from a patient.
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You will be able to identify if an e-mail case is a voice mail or not by the subject line of the e-mail. If the subject starts with Message from... then it will typically be a voice mail. |
- After assigning the case to yourself, listen to your voice mail. Under the Emails section of Salesforce, click on the Subject of the message.
- On the next screen, click on View under the Attachments section to launch the audio in a new browser tab. Please use a pair of headphones to listen to your voice mail to not disturb other people while they are working.
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Even though we are contacting the patient, we still need to verify the patient's account. Remember to confirm the date of birth before revealing any account specific information. |
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- After reviewing the voice mail (if you have been given permission) attempt to reach out to the patient. If you are able to reach them, work the case as appropriate.
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3b. If you were unable to reach the patient when you tried to call them, leave them a voice mail (if possible) using the following suggested script:
Hello. This message is for (Patient's First name). My name is ____ from <HME>'s resupply team returning your call. Please give us a call back at your earliest convenience at 888-333-1456. Thank you and have a great day.
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- Close your case, selecting the most appropriate options except you will need to select Closed - No Action for your Status.
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Make sure you are choosing the correct Support Offering for your email. If your voice mail is from a patient in 2.0, make sure you record it appropriately.
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If you have to leave a message for a 2.0 patient, don't forget to leave the correct number! (844-371-8195) |
