Page 68 - Total Care Guide 2018_BRD-TCG-518
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Referrals and Customer Care
Customer Care Center
The Customer Care Center (CCC) is open 24 hours a day, 7
days a week, 365 days per year, including holidays. The CCC
serves as a single point of contact for patients, referrers and
the general public to:
• Make inquires
• Obtain answers to questions,
reassurance for concerns, and
receive clinical interventions for
existing home care patients
• Request information concerning
VNSNY programs and services
• Get assistance with connections
to appropriate VNSNY
departments
After normal business hours, all patient calls are forwarded
to the CCC, where trained nursing staff are on call to provide
assistance with any inquiries or concerns and address any
issues that arise. The CCC also provides after-hour support
for Hospice, Population Health, Remote Patient Monitoring
and Contract Administration.
The CCC answers the RISK hotline for the agency and
doubles as the communications unit in emergency
situations. The CCC can be reached by calling 212-609-7300
or 1-888-VNS-1-CALL (1-888-867-1225).
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