IVR Callback Ports Guide

Using the Callback System:

• Press 1 – Listen to the message:

  • This allows you to gather the patient's information and understand the reason for their call.
  • Begin looking up the patient while listening.

• Press 2 – Connect to the call:

  • This will connect you with the patient who requested a callback.

• Once you hear "connecting now," this indicates that the patient has accepted the callback.

Suggested Script for Answering a Callback:

"Thank you for contacting Southwest Care Center. My name is [your name]. I see you requested a callback—how can I assist you today?"