Contacts with customers happen anywhere an employee provides service. The Five-Star Telephone Communication Standards outlines expected actions and behaviors for AltaPointe employees to employ when using the telephone on their jobs. Adhering to these telephone standards, and suggested scripts, will result in consistently positive customer contacts.

As an AltaPointe employee, I will:

1. Smile when answering the phone; my caller can “hear” a smile.
2. Know how to use the phones in my work area.
3. Answer the phone within three rings, when possible.
4. Answer phone calls with a pleasant, respectful voice, identifying myself and my AltaPointe program or department.
5. Speak clearly, following through with the caller’s request.
6. Inform customers of the extension where I am transferring their call and give the caller that number and the department’s name.
7. Introduce the caller to the receiving department.
8. Inform callers before putting them on hold or transferring their calls.
9. Place the caller on hold rather than laying the receiver down.
10. Acknowledge callers “on hold” by providing progress reports every 45 to 60 seconds.
11. Return phone calls within one (1) business day and state this policy in my voice mail greeting.
12. Forward my phone or set it to “vibrate” when I am in a private meeting with a consumer or other customer.
13. Return phone calls that can wait 15 minutes if I am in a meeting. If a call is truly urgent, I will excuse myself from the room to take the call.
14. Ask, “Is there anything else I can do for you today?” before ending a call.
15. Avoid side conversations while on the phone; callers deserve full attention.
16. Maintain patient/consumer confidentiality by following HIPAA Guidelines.
17. Avoid answering the phone while I am assisting a customer.
18. Use voice mail sparingly, and only if I am unable to forward my phone to another staff member when I am unavailable to answer my calls.
19. Keep my personal cell phone turned off or set to “silent” during work hours.
20. Write details of messages I take that include the name of the caller, the number, and the date and time of the call.