110-02 SHCS Auto Attendant, Routing and Processing of Calls

Category: 
Administration
Subject: 
SHCS Auto Attendant, Routing and Processing of Calls
Policy Number: 
110-02
Effective Date: 
December, 2014
Next Review Date: 
December, 2017
Responsible Manager(s): 
Clinic Support Services Director
Purpose: 

To clarify responsibilities for Student Health and Counseling Services main incoming phone lines and overhead paging system.

Policy: 

Callers are routed quickly and accurately to SHCS resources. The Executive Committee approves all recorded messages.

Procedure: 

SHCS main phone lines are answered by an automated attendant (2-2300) or menu mailbox (2-0871) that provides callers a recorded message with options to various resources within SHCS. 

  1. Registration Supervisor, or Designee Responsibility:
    1. Notifying UC Davis Communication Resources of all time changes related to SHCS hours of Operation. Communication Resources assures the auto attendant is forwarded to closed recordings based on the notification schedule from the Registration Supervisor.
    2. Manually transfer the Auto Attendant during emergencies to a dedicated phone line to inform callers we are closed and to call back later. Once the emergency is over, the message is deleted and calls are routed through the normal process.
    3. Assuring all phone messages are kept up to date and accurate at all times.                                                             
  2. Patient Registration/Reception Responsibilities:
    1. Performing all overhead pages.                   
    2. Assuring staff are available during open hours to answer calls outside of phone tree options.
    3. Assure all calls are answered with a kind, caring and helpful tone.
  3. Overhead Pages:                                                                                               
    1. All overhead pages will be clear and accurate. 
    2. Paging locations are stated with the full name of the location without abbreviations (e.g., Primary Care 1 is not shortened to PC1).
Originated: 
Unknown
Supersedes: 
January, 2012