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- The standard hours of operation for ambulatory practices are 8:00 AM–5:00 PM.
- Clinical sessions are four hours in length (inclusive of virtual time), with the morning session beginning between 7:00–9:00 AM and the afternoon session beginning between 1:00–2:00 PM.
- Phones are open and always answered by staff between 8:00 AM–5:00 PM Monday–Friday, including during lunch.
- Outbound calls are made between 8:00 AM–8:00 PM all week.
- Phones are staffed at least 30 minutes prior to the first scheduled appointment.
- Phones are answered with a four-part greeting (greeting, name of department/practice, name of person answering, offer to help).
- Epic In Basket pools are used to communicate call-back requests (both clinical and administrative).
- Call-back requests received before 3 PM are returned on the same day.
- Voicemail is checked at least once per hour.
- Voicemail is used sparingly.
