Amid incoming questions and worry, Phones Team offers a voice of calm
For most patients coming to OneWorld, their experience starts with a phone call. From scheduling a primary care visit to seeking help with an urgent health problem, patients rely on a voice on the other end of the line.
That voice? It belongs to a member of the OneWorld Customer Service Phones Medical team – and someone who is ready to listen, answer questions and guide patients to the next point in their health care journey.
“I think since we are the first point of contact with OneWorld, we want to leave a good impression with the patients,” said Rebeca Avila, Customer Service Phones Medical. “We want to make sure that once we hang up, that they are feeling like they have the resources they need.”
When answering more than 70 patient phone calls a day, anything could happen. A call could be straightforward: Dental team, please. It could be more involved: Who do I talk to about an expensive procedure? It could be an emergency: I’m having chest pain – what do I do?
One recent call was fresh on Bianca Reyna’s mind, though. Reyna, of the Customer Services Phones Medical team, had talked with a man who called with concerns about his wife’s mental health. While they talked, the man was trying to call other places for help too. His worry stood out.
Reyna checked schedules to quickly get his wife, a new patient, in to see a primary care provider – who could then make a referral to the behavioral health team. As she set appointments in motion, she talked through each step of the process with the husband.
“After that what really helps is knowing and hearing their calmness and the fact that they’re reassured with their appointment or with any resources that we do offer. I personally don’t like to end the call with a loose end. I want to do as much as I can to get them help, or answer their question as best as I can,” said Reyna.
While members of the Phones Team are accustomed to quick thinking, they have processes and resources available to help. Juanita Valadez Garcia, Operations Supervisor – Customer Service Phones, said the team is equipped with resources to guide them through common questions and requests, like scheduling an appointment or connecting with the correct department for assistance.
The team also uses digital screening tools that help them gather information about a caller’s symptoms. Thanks to the screening process and guidance from clinical staff, the team can expedite appointment scheduling or immediately transfer calls to nursing staff for further assessment.
“The team plays a critical role in supporting the patients we serve by helping them get scheduled and seen for the care they need. Their work ensures that requests are fulfilled promptly, and they consistently make a positive impact on the community,” said Valadez Garcia.
All team members also share that dedication to helping each caller.
Rebeca Avila, Customer Service Phones Medical, said she and her teammates work to ensure that patients receive support and feel comfortable. One way that starts is through accessible language: All members of the Phones Team speak Spanish and English.
“What I do love about OneWorld is that, for our Spanish-speaking community specifically, most of our staff is bilingual so patients feel welcomed in our clinic,” Avila said. “They have that relationship with the provider and the clinical staff … It’s more personal, so they feel more comfortable.”
No matter the caller’s language, members of the Phones Team strive to respond with a calm voice, access to important information and reassurance that help is available.
For Reyna, who had previously conducted Covid-19 contact tracing, working in the medical field is an appealing way to help others. She values the opportunity to help people in their most vulnerable moments – like a husband who picks up the phone out of concern for his wife.
“They’re going to you specifically with something that they’re not quite yet fully understanding, but they’re seeking help,” Reyna said. “They’re comfortable explaining it to you and hoping that you guide them through the process and make it easier.”