When you call any of our primary care departments, dermatology, Optometry, or Ophthalmology, your call is answered by our Call Center team. The Call Center team is a dedicated team of Nurses, Medical Assistants, Pharmacy Technicians, Pharmacists, and phone representatives working together to assist our patients. The call center exists to provide excellent patient care by making our clinical staff available for questions and triage, often without the need for a callback. The clinical staff available at each provider's location is there to help our patients with any needs they may have during their visit. The Call Center team, located outside of our clinical offices, supports the onsite clinical teams by allowing them to focus on their onsite patients without being interrupted by phone calls.
Our Call Center team has a diverse background and skill set that allows them to handle any type of call that comes in. Our skilled Nurses have had many years of experience in the following areas: Home Health, Hospice, Mental Health, Pediatrics, Family medicine, Urology, Kidney Dialysis, Skilled Nursing Facilities, and Acute care settings. Our experienced Medical assistants will be happy to request a referral, letter, or labs from your provider as well as answer general medical questions.
The Call Center team is not limited to how much time they can spend with you on the phone. Their goal is to ensure that your needs are met in a timely manner. If a call needs to be escalated, our team can get you to the right person. If a call comes into us that needs to be transferred to the MA or RN, we will ensure that the patient gets triaged properly. If needed, the Call Center team can communicate with your provider to help resolve the patient issue.
When you call in for an emergent concern, you will be immediately transferred by our reception team or a Medical Assistant to one our available RN’s. They will assist in determining the best level of care based on the symptoms and direct the patient to either their Primary care provider, one of our Walk-In Clinic or for more emergent issues, the nearest Emergency Room.