Courtesy Call Back Feature

SimonMed offers a feature to our callers for us to call them back if they do not wish to wait on hold for an agent. The system will give them this option in the IVR as they are waiting for their call to be answered, if they elect to do this it will confirm the number and then hold their place in line, the caller can then disconnect.

When it is their turn, the system will present the call as an inbound call to the next available agent. Once the agent answers, the system will then dial the call back number as if the agent picked up the phone and dialed the number to call this patient back.

When this feature occurs you will be presented a pop up box for that call that reads Courtesy Callback. You should wait on the line for the system to dial the patient, if the patient answers your verbiage should reflect that you reached out to handle their needs. If a voicemail comes on we should execute one letting them know we were calling to ensure their needs were taken care of.

Please do not hang up when you answer these calls and no one is on the other line.

To recap:

What is a courtesy call back?

Ø  When a patient calls in and does not want to wait on hold they have the option for a call back and not lose their place in line.

Once it is the callers turn that we held for them the system will connect an incoming call to an available agent, then dial the pts phone number to connect.

Ø  Agents are connecting, but not allowing the system to attempt the call back, or hearing ringing because the system did make that call back and then hanging up.

 Please make sure that you wait on the line for an answer and if caller connects “Hi this is Mariah with SimonMed Imaging we are reconnecting with you to handle your needs.” If a voicemail comes on we can leave the same message, “Hi this is Mariah with SimonMed Imaging we are reconnecting with you to handle your needs, if have not yet been helped please call us back at 866-614-8555”.