Page 33 - R2P Front Desk Manual v1

How to Manage & Sort Emails

The email inbox should be open on the front desk laptop at all times. Emails should be
managed in a timely fashion. Include your name & job title when responding to emails.

When an email is received:
1. Open and check to whose attention it is addressed, or read the context and decide to
whom/where the message should be sent.
a. Forward to the appropriate location or team member:
i. Frederick / Germantown / Mt. Airy office
ii. Billing - billing@rehab2perform.com
iii. Matt - matt@rehab2perform.com
iv. Josh - drfunk@rehab2perform.com
v. Zach - drbaker@rehab2perform.com
2. If it is an Emory Day submission:
a. These are usually submitted by someone looking to schedule an evaluation.
i. Search WebPT to see if they are a returning patient so that you can have
their chart open when you call them.
b. Call the phone number provided as soon as you are able. If they do not answer,
leave them a message.
c. Coordinators make three phone attempts and leave the email submission in the
inbox for two weeks before moving out of the Inbox to the Emory Day folder.
3. If it is a patient reaching out to schedule:
a. Please carefully check their request against the schedule and offer multiple (2-3)
available dates and times via return email or call.
4. If it is from RingCentral:
a. For a fax message, please review How to Manage Faxes document for further
instructions.
b. For a text message, read the message in the inbox and respond via the
RingCentral app (using a mobile device for the app is easiest).
5. If it is a spam or marketing email:
a. Unsubscribe from all emails.

Last Update: 7/9/19