Welcome to the module where we talk about our phones system here at PVC. As a PR team member, you will get to know our phones really well, as you are in charge of answering all incoming patient calls! In this module, we will share how to log into the phones so that calls can come through, some of the features on the phone, how to answer calls and use our intercom system, and more! Enjoy!

 TO LOG IN/OUT OF PHONES

In order to be available to take calls, you must log in to your phone, which is simply turning off the “do not disturb” button. It’s that simple! But because it’s so simple, its also easy to forget-so make sure you double check that your phone is live and ready for calls anytime you are working! Quick note: its never okay to leave “do not disturb” on just because you are busy or needing to complete a task. Make sure that if it is during office hours, your phone is on and ready for calls.

TO LOG IN TO YOUR PHONE:

Press the microphone with a slash through the middle. This will take you off "do not disturb" and ready for calls.

TO LOG YOUR PHONE OFF:

At the end of your shift, press the same button, the "microphone with a slash" when logging in.

**Make sure to log off your phone when you go to lunch. The phones  do not automatically turn off during your lunch hour. While the phone is on do not disturb, patients are routed to our voicemail after a friendly message.

HOW TO ANSWER PHONES

If you are working in a PR position that requires you to answer the phones-this part is pretty simple. The phone at your desk will ring, and you just answer it with a super cheerful and welcoming demeanor. But we are sharing just a couple of extra tips to help you out:

  • When you are getting a call, you will know who is calling, and often can start pulling up the patient in Eyecare while you answer! The screen on your phone will tell you either the ext, line, or phone number calling in.

  • If you place a call on hold, the line will be a blinking green. Simply click the blinking green light to pick the call back up!

  • If your on a call and another call comes in, the line will be a blinking red.

  • When answering the phone, please say: “Thank you for calling Professional Vision Care or the Solution Center, this is (your name), how may I help you?” REMEMBER: you are the first voice they are hearing, be awesome and be welcoming! Enthusiasm and a smile are VITAL when answering the phones here, for every single call!

  • If you need to put the line on hold, press the “HOLD/PAUSE” button, and to retrieve the call live again, press the line that is blinking green or the "HOLD/PAUSE" button again.

  • Always remember to add a 1 before the area code when making an outgoing call.

 

USING THE INTERCOM SYSTEM

Our phones system is awesome, in that we have what’s called an “Intercom System.” This is basically just quick extensions that can help you reach other team members at other phones around each office (even different locations), instead of having to simply email and wait for a response or go try to flag someone down. This little section explains how to use this intercom system, and a list of extensions should be close by your work station!

To call the Front Desk, any Lab, or other employees extension:

Dial the extension then press the green "PHONE" button on the bottom right side.

 **ONLY ALLOW THE PHONE TO RING 3 TIMES-if no answer, hang up and try another ext or later.

To call the Doctors, Opticians or OAs working that day:

·        Call the front desk or lab first to see if that person is available. Whoever answers should be able to direct you to the correct ext you need to dial to reach that person.

·        The doctors, opticians, and OAs will often be with pts during the work day. You can always call up to the front desk/lab to see if they are free, but if not, take a message and deliver it promptly via email or as a to-do.

 

TRANSFERRING CALLS

While we try to assist our patients ourselves as much as possible, sometimes the patient needs to speak with another team member, or maybe they called for someone specifically. When this happens, follow our simply transfer instructions below!

TO TRANSFER A CALL TO ANOTHER EXTENSION:

Say “One moment, please, and I will transfer you to ______________.”

While the call is still live (NOT on hold) press “PHONE to PHONE” then the ext you are sending the call to.

Hang up.

TO TRANSFER A CALL TO VOICEMAIL:

Say “I’m sorry, __________________ is not available. Would you like me to transfer you to their voicemail?”

While the call is live (NOT on hold) press “PHONE to PHONE” then the desired voicemail extension.

Hang up.