17Patients
Patient & phone communication
Patients hear the company through you. Every phone call, voicemail, and message is a clinical interaction — calm, accurate, and on the record.
Answering the phone
- Answer within three rings during business hours
- Greeting: 'Good Shepherd Health, this is [name], how can I help you?'
- Verify identity with two items (name + DOB) before any PHI
- Smile — it audibly changes your voice
- Mute, never put a patient on hold without asking first
Voicemail & callbacks
- Return voicemails within one business day
- Leave no PHI on outbound voicemails — name, callback number, hours only
- Document every callback attempt in HubSpot and the chart
- Three attempts over five business days, then send a secure message
Identity verification
0/4Tone & language
0/4If a patient is in crisis, do not transfer to voicemail
Stay on the line. For suicidal or homicidal ideation, conference in the on-call clinician or 988. For a medical emergency, instruct them to call 911 and stay on the line until help arrives.