Page 34 - BAYADA Home Care Playbook

The BAYADA Way of Operating an Office: Home Care May 2019
Our Initial Contacts: Answering Phones
We have the opportunity to make an excellent impression on people and show them the BAYADA difference from the first time they contact us by phone. Use the following guidelines to begin good, lasting relationships.
• Answer phone calls before the third ring.
• Use standard BAYADA greeting:
“Good Morning (or Good Afternoon), BAYADA Home Health Care, this is “NAME”. How may I help you?”
• Use proper telephone etiquette. Refer to Telephone/Video Conference Etiquette Policy (37-2387).
• Adhere strictly to business hours: Monday – Friday, 8:30 AM – 5:00 pm – “live” voice.
• Establish On-Call for after hours – “live” voice. See Managing On-Call Supervision, Chapter 7, Keep a Case section for more details. Refer also to On Call Availability and Access to Services policy (0-502).
• No more than two people should touch a call (prevent “passing around the call”).
• Limit hold time; ask permission before placing the caller on hold.
• The BAYADA on hold messaging program is a free service provided to all service and support offices. It is used to share important information with our field staff and clients, promote recruitment initiatives such as the Talent Scout Program, educate the commu- nity about BAYADA programs and services, and highlight The BAYADA Way core values of compassion, excellence, and reliability. The on hold message, which changes each quarter, includes approximately six, 30-second recorded messages that are played on a continuous loop when someone is placed on hold. The on hold message is uploaded to all Cisco phones at no charge to the offices. The same message is played in every BAYA- DA office, with the exception of offices that are part of a joint venture. For more infor- mation about the on hold messaging program, contact the Communications Offices at 856-273-4600.
• “Smile through the phone”.
• Create positive first impression.
• Be serious, professional and polite.
• Treat every call as a potential client or employee.
• Give caller full attention. Discontinue any other activity or conversation before picking up the receiver.
• Demonstrate ability to find the answer.
© BAYADA Home Health Care, 2019 34 Not for disclosure outside BAYADA without written agreement