Angel’s Pediatrics

1. Employee Handbook (903)-236-9999 2521 N.E. Clinic Dr. Longview, Tx 75605 www.angelpediatrics.com By:Brittany Lewis Angel’s Pediatrics

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

3. 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.

4. 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.

5. 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 .

6. Pay & Vacations Holidays the following holidays. • New Years Eve • New Year’s Day • Christmas Eve • Christmas Day • Fourth of July • Thanksgiving Day • Memorial Day • Labor Day • Sick 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.

7. Dress Code • 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.

8. 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

9. 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.

10. 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.

11. 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.

12. Answering Multiple linesPutting Clients on Hold &Transferring. 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. • 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.

13. Taking Messages 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 • 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

14. Phone Scenarios • 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!

15. 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!

16. 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 havea great day thank you for calling Angels Pediatrics!

17. 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!

18. 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.

19. We Love All Angels