Handling Silent Calls from Patients:
If you receive a call from a patient but do not hear anyone on the line, please make three attempts to establish communication before ending the call.
First Attempt: "Thank you for calling Southwest Care Center. This is [your name]. May I get your first and last name, please?"
Second Attempt: "Hello, caller? Thank you for calling Southwest Care Center. This is [your name]. May I get your first and last name, please?"
Third Attempt: "Caller, if you can hear me, I am unable to hear you. Please call us back at 505-955-9454. We are available to assist you until 5 PM MST."
After the third attempt, you may end the call.