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Angel’s Pediatrics

Employee Handbook(903)-236-9999

2521 N.E. Clinic Dr.Longview, Tx 75605

www.angelpediatrics.comBy:Brittany Lewis

Table Of Contents

Table Of Contents …….2Job Responsibilities ...…..3Angel Hours of Work …….4Calling In ……..5Vacations & Pay ……..6Dress code ……..7 Cell phone policy & Internet use …….8Greeting our Client ……..9Professionally answered phone calls ……10Scheduling appointments ….…11Answering Multi-line ….….12Taking messages ….….13Answering Skills ..……14Culturally diverse clients …..…18Ending Resolution ….…..19

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Job Description

Professionalism and excellent customer service are a major requirement.

Remember to check the answering machine every morning.

Take notes of all messages be sure to write down who its from the name of the person, or company the time, date, phone number and who the message is for.

Notify staff members of any customer cancellations or the arrival of any unscheduled visitors.

Schedule new appointments and answer all calls that come into the office.

Provide daily maintenance of the lobby or reception area.

Keep your files, messages, and desk in order. Answer multiple phone calls at a time which you will

be trained to do so. 3

Angel Hours

All employees will work:Monday-Friday

7:20 a.m.- 6:20 p.m.Saturdays

8 a.m. -2 p.m.Office Opens 8 a.m. - 5 p.m.

Lunch breaks will be at 11 a.m. and are over by 11:55a.m.

Only two-15min breaks. Smoke breaks are included with these breaks.

When you are away:The automated machine will be answering all calls. Someone will be greeting clients that come into the office.

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Calling In(903) 236-9522

If there is any reason why you can’t appear at work on any of the days you are scheduled.

You must call the office least an hour ahead of time.

You must say your name clearly and your reason why .

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Pay & Vacations

Holidaysthe following holidays.New Years EveNew Year’s Day Christmas EveChristmas DayFourth of July Thanksgiving DayMemorial DayLabor DaySick Days are not included in your pay.

PTO Vacations Employees are

allowed 4weeks a year.

Always request your time off two weeks ahead.

Make sure your request is approved by a manager.

Two or more employees can’t have time off at the same time. We have to be sure that your shift is covered while you are gone. 6

Dress Code

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Employees are required to wear scrubs

They can be any color and design

On Fridays & Saturdays employees can wear the clinic’s logo shirts & jeans or scrubs.

If you don’t have a clinic shirt and would like one, report to Ms. Lewis’s office.

Tattoos must be covered at all times

Piercings are not allowed. Please take your rings out before you come in to work.

Cell Phone &

Internet Policy

Please refrain from using your phones while you're working at the desk.

You may have your phone on vibrate at your desk.

Patients come first and your cell phone should never come between us getting our job done for them.

If you have to make a personal call, notify someone that you are away from your desk so another worker will cover it until you return.

The internet is only for work use only-Not for Facebook or checking your own personal e-mail.

On your breaks, you may use your phone and internet in our break room

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Greeting Our Guest

Always introduce yourself when the clients come into the office.

Example: “Hello welcome to Angels Pediatrics my name is Kim, I'm doctor Lewis’s receptionist”!

Be sure to offer them a seat, drink and where the facilities are if they may need them.

Example: Would you like to have a seat in the wanting room while you wait for the nurse to call your name. If you may need to use the facilities, they are to your right of the room, so are our drinks and snacks.

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Professionally Answering CallProfessionally End Calls

 Speak clearly and use professional language

Identify yourself in a friendly and professional manner with a smile on your face

Thank the patient for calling mention the company name in your greeting

Always answer after the 2nd ring.

• Ask them if them is their anything else you could help them with .

• Thank them for calling at the end of each call.

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Scheduling AppointmentsConfirming Appointments

Have a calendar readily available to assist you.

Always get: Date of birth Name of the client who will

be seen Exact address and phone

number Social number Date and time they would

like to set up the appointment

Let the clients know what to bring in with them to the appointment

Insurance card Social card Be sure to get details about

why they are coming in to the office…take notes.

Let the client know that a missed appointment may result in a fee.

After scheduling an appointment be sure to verify the information the client has given to you.

Call the client one day before the appointment to confirm it.

If a client calls wanting to know information about their child's appointment.

Ask for: Childs date of birth. Name of the child who

will be seen. 11

Answering Multiple linesPutting Clients on Hold &Transferring.

You must be both courteous and professional when handling these calls.

When receiving multiple calls at the same time, keep a list of each so that you can handle all of them efficiently.

Put a caller on hold only after you have allowed them to speak.

Wait until its your turn to speak and politely ask the caller to hold.

When returning to the caller, express appreciation for waiting.

Don’t leave the caller on hold no more then 15 to 30 seconds.

Answer the lines one at a time in the order they are received.

Sometimes you may have to put one or more clients on hold to complete or transfer others.

In case you need to transfer a client on hold, make sure to have the current company directory.

Before transferring a call, let the caller know the department or whom you are transferring them to.

If you are unsure if you need to transfer a client ,place the client on hold and get back to them shortly

Or offer them a call back with the correct information give them a choice.

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Taking Messages

Be sure to have a pen and paper ready at all times to take messages with or write a note.

If the person they want to speak with is in a meeting or out of the office for the afternoon explain that they are unavailable.

Let them know it may be the following day that they get a response and check if someone else can help them

Ask them if they would like to leave a message with you or on the persons voice mail.

When taking a message check the information you are noting

Re-confirm any spellings that you are unsure of back to the caller.If you are taking down email addresses or telephone numbers always read these back.When taking a confidential message be sure to fold it and mark it properly .Always sign your signature at the end of the message so they will know who the message is taken by

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Phone Scenarios

1. Do we take new patients?R: Thank you for calling Angel’s Pediatrics this is Kim

how may I help you?C: Yes my name is Ann and I was calling to see if your

office takes new patients?R: Yes ma’am, we do would you like to set up a

appointment?C: No thank you not today.R: Is their anything else that I can answer for you

ma’am?C: No thank you answered my question for me!!R: Have a great day thank you for calling Angels

Pediatrics!

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2. What ages does your clinic take?

R: Thank you for calling Angel’s Pediatrics this is

Kim how may I help you?

C: Hi my name is Jenny I was calling today to ask

what ages does your clinic take?

R: Okay to answer your question ma’am we take newborns thur13 years of age.

C: Thank you.

R: Is their anything else I could help you with

ma’am

C: NO thank you that will be all today.

R: Have a great day thank you for calling Angels Pediatrics!

3. What kind of insurance do we accept?

R: Thank you for calling Angel’s Pediatrics this is

Kim how may I help you?

C: Hi my name is Lisa I wanted to know what kind

of insurance your clinic takes

R: We take all of them as long as the child is on it.

C: So that’s a yes to Medicaid because that’s what

kind I have for my son?

R: Yes ma’am it is a yes to Medicaid.

C: Okay thank you!15

R: You're welcome is their anything else I can help

you with ma’am or any more question?

C: No thank you that would be all.

R: Have a great day thank you for calling Angels Pediatrics!

4. What are the clinic hours on the weekends?

R: Thank you for calling Angel’s Pediatrics this is

Kim how may I help you?

C: Yes my name is Gale I was wanting to know if

your open on weekends?

R: Yes ma’am our hours on Saturday are 8 a.m. -2 p.m. walk-ins are welcome we are closed on

Sundays.

C: Wow that’s great that you are open Sundays that really helps with my busy schedule.

R: I'm glad that helps you ma’am is their anything

else I could help you with maybe set up an appointment?

C: No thank you! You have told me all the

Information I need to know at this moment.

R: Okay ma’am have a great day thank you for

calling Angels Pediatrics!16

5. Could I get my Childs shot record ?

R: Thank you for calling Angel’s Pediatrics this is

Kim how may I help you?

C: My name is Darren and I wanted to know where

and how could I get my sons shot record?

R: Well sir what I could do for you is transfer your

call to our records deportment and let you talk to

them. Or I could take down your sons information calling them self and call you when its ready for

you to pick up.

C: I think I would like to be transferred I don’t want

you to go out of your way.

R: Sir its fine really I don’t mind going out of my

that’s what I'm here for!

C: Ma’am I thank you for that but I would like if

you just transferred me.

R: Okay sir is their anything else I could help you with?

C: Ma’am you’ve helped me a lot I think I'm good!

R: Have a great day thank you for calling Angels Pediatrics I will now transfer your call!

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Culturally Diverse Clients

• Health care providers must know and understand culturally influenced health behaviors.

• Examples are cultural issues about medications, decision makers in the family, body language, strongly held beliefs about alternative practices, diet and herbs. A person's cultural background can influence views on:

• Family structure and authority• The role of an elder• Respectful communication• Proper behavior• Dress and personal hygiene preferences• Food preferences. • By becoming aware of the patient and family's

cultural beliefs, instruction on medical care can be more effective.

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We Love All Angels

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