Voicemail Callbacks

Who : Stateside staff

When : 8am-8pm local time, daily

How : Return calls from "PCC Voicemails - Need Callback" search, working oldest to newest. Once a first outreach attempt has been made, apply the "Callback WIP" tag to the ticket.

If "PCC Voicemails - Need Callback" is empty, second contact attempts can be made from the "PCC voicemails - First Callback Made / WIP" search. Work from oldest to newest.

Once two phone contact attempts have been made and voicemails left, send a text or email follow-up to the patient and close the ticket.

Function : Return patient calls who were unable to get through to us on a live call.

Priority : < 24hr turnaround