Example process for managing incoming calls PA R Front desk staff RN MA or Pool Records New or return call? NEW Begin appropriate standard message within a Telephone Encounter and forward to appropriate team member Incoming call Route to available RN or physician immediately RETURN YES Document that patient returned call and best time to contact Look for open Telephone or Result Encounter Care team member available? Urgent or emergent? NO NO YES Identify/verify which care team member the call is for IM/Route to appropriate team member and transfer call Symptom-based that is not urgent or emergent Questions regarding a medication that is not a refill Results not addressed yet by physician or RN Diabetes education with RN follow-up Questions about FMLA, disability forms Requesting a new referral Nursing home / assisted living requesting orders or providing an update Address needs and close the encounter Refill request Questions about a recent* office visit Symptoms not improving after recent* visit Immunization questions Requesting a referral based on a recent* office visit Requesting letter regarding a recent* office visit and restrictions Office visit follow-up Immunization record request *Within the last two weeks. Terminal point Process Document Decision Example provided courtesy of Bellin Health