Answering a call
1. Answer in three (3) rings
2. Salutation: “Hello.” “Good Morning.” “Good Afternoon.” Good Evening.” (“Hello” is the most consistent response)
3. Identify (if public line): “AltaPointe Health Systems” OR “AltaPointe”
4. Identify – “location” and “name” (just first name)

Placing a customer on hold
1. “May I have your name, please?”
2. “May I put you on hold while I …….?” Give brief explanation
3. Wait for a “yes” or “no” response.
4. “It will be just a moment.” or “Just a moment, please.”
5. Return to caller within 60 seconds
6. “Thank you for holding/waiting.”

Transferring a call
1. “May I transfer you to …….?” (ask permission)
2. Wait for a “yes” or “no” response.
3. “Just a moment please. If we get disconnected, please call me back at this number....”
4. If appropriate, call person to whom the call is being transferred to say you are transferring a call. If they do not answer, tell the customer, “(so-and-so) is not in, would you like their voice mail?”
5. If no, then ask, “May I take a message?”
6. “Thank you.”

Taking a message – this should be a last resort. Offer to transfer a call or transfer to voicemail.
1. “(So-and-so) is not in.”
2. “May I take a message?”
3. Ask for the correct spelling of the caller’s name: “Would you spell that, please?”
4. Ask for a phone number for a return phone call: “Is there a number where we may reach you?”
5. Read back the message: “To make sure I have the message correctly, may I read it back to you?”
6. Document the call: note the date, time, caller, call-back number, and message taker’s name

Transfer to voicemail – After clarifying that the person the caller requested is unavailable:
1. “May I transfer you to ……’s voicemail so you may leave a detailed message?”
2. Wait for a “yes” or “no” response.
3. “Just a moment. If we get disconnected, please call me back at this number, xxx-xxxx.”
4. “Thank you.”

If the requested person is not available and the caller needs immediate help, ask if someone else may assist.
1. “…… is unavailable. May I transfer you to …….. (supervisor/back-up staff) to assist you?”
2. Wait for a “yes” or “no” response.
3. “Just a moment. Should we get disconnected, please call me back at this number....”
4. “Thank you.”

Overhead paging feature (where applicable)
1. “May I page…(so-and-so) ... for you?”
2. Wait for a “yes” or “no” response.
3. “Just a moment. Should we get disconnected, please call me back at this number....”
4. “Thank you.”

Ending the call
1. Review the plan of action at the end of the call.
2. Clarify
3. Restate commitments made during the conversation.
4. “Have I answered all of your questions?”
5. Is there anything else I can do for you today?”
6. Closure: “Thank you and have a nice day.” “Thank you for your call.” “Thank you for calling AltaPointe.”

If a caller asks to verify a coworker’s employment, politely give directions for contacting HR.
1. “May I give you the number to our Human Resources Department? They will be able to assist you with your request.”
2. Wait for a “yes” or “no” response.
3. The phone number is 450-5915.

What to do when you don’t know the answer to what the caller needs:
1. Start the “hold” procedures.
2. “May I place you on hold while I try to locate someone to assist you?”
4. Wait for a “yes” or “no” response.
5. “It will be just a moment.” or “One moment please.”
6. Return to caller within 60 seconds.
7. “Thank you for holding/waiting. I have located…(So-and-so)... who can help you.”
8. “May I transfer you to …(So-and-so) …?
9. Wait for a “yes” or “no” response.
10. “Just a moment please. Should we get disconnected, please call me back at this number....”
11. “Thank you.”

How to respond to a request for consumer information:
“I cannot confirm or deny that (So-and-so) is an AltaPointe consumer. However, I can accept any information you have to offer.”