We make the difference

These are documentation tools we use when delivering messages, whether it was a hang up, a solicitation, wrong number, the caller wanted information and etc. I believe this will be helpful if you come across a message that has partial or incomplete information, you will know how the agent handled it.

• C
  Caller will call back – used when the caller volunteers they would like to call back versus leaving a message
  
  
• H
  Hang up – either the call came in as a hang up or the caller hung up during the conversation, before any dispatchable information was obtained
  
  
• I
  Information – when information about the office is given; office hours, address, etc
  
  
• W
  Wrong Number
  
  
• P
  Patch – when the on-call provider requested that we connect them to a patient/caller
  
  
• L
  Line check – when we check lines to ensure they work properly
  
  
• Y
  Relayed – used when we verbally relay a message to the on-call provider or information from the provider to the caller
  
  
• V
  Verified – used when we verify return calls (this is typically only used when the instructions state to verify return calls, sometimes it is used
  if we verified information for a caller)
  
  
• E
  Error actions – if an error occurred, typically for fax/emails we will deliver the message to E
  
  
• N
  No charge – used when we are training on the account, this will not
  allow the training message to be counted as an activity
  
  
• S
  Solicitor – used to document when a live or recorded solicitor call is received