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Mercy Physician Answering Service

LIVE OPERATORS Mercy Medical Center maintains a 24/7 staff of PBX operators, providing appropriate staffing levels to ensure responsive answering of incoming calls. All operators are trained to provide courteous service to all callers. New operators receive extensive training before they work independently. ON-CALL SCHEDULES The AMTELCO system allows us to maintain a current on-call list with the ability to make immediate changes according to the needs of each physician. Clients can maintain their oncall schedule through the internet. INDIVIDUALIZED CLIENT PROTOCOLS Since we can identify where a forwarded phone call is coming from, the Infinity system allows us to “pop up” a unique instruction screen for each answering service client. The instructions for handling that client’s calls can be tailored to the needs of the physician and their practice. PAGING AND CELL TEXT SERVICES Physicians are paged/texted/emailed according to the instructions provided by the client. These instructions are presented to the operator automatically as a call is received for that answering service client. Physicians can be paged on numeric or alpha pagers or cell phones. Physicians using alpha page or cell text can receive information related to the patient and their problem before calling in. PAGER RENTALS USA Mobility pagers may be rented through this service. There is no mark up in pricing. By providing this “pass through” service, we are able to offer exchange pagers to facilitate quick exchanges for defective pagers. We maintain spare pagers to assist physicians with “no hassle” pager exchanges. DAILY FAXING/EMAILING On a daily basis (7 days a week), the messages for each physician office can be faxed or e-mailed automatically to a designated fax number or e-mail address. REMOTE RECEPTION SERVICE This service allows us to answer the client’s “overflow” calls when the office phone lines are busy. Upon completion of the call, the message is immediately faxed to the client’s office. WEB ACCESS TO MESSAGES The client can access their daily messages via the internet. They can determine how many days of messages are maintained before they are archived. PERSONALIZED GREETING The AMTECO Infinity system allows each client to have a personalized greeting. This greeting can provide the caller with office hours, emergency instructions or other relevant information. This greeting may be re-recorded at any time to reflect changes. DOCUMENTATION All pages and messages are documented in a database that is archived daily. All archived messages and pages are searchable and retrievable for any inquiries. FEES The fee structure is based on messages taken and other services provided. A separate options and pricing sheet is provided. PHYSICIAN ANSWERING SERVICES OFFERED 24 x 7 Live operator answering On-call schedule maintenance Individualized client instructions Physician paging services, alpha or numeric pagers, cell text Pager rental and exchanges (USA Mobility Paging) Daily or ad hoc faxing or emailing of patient messages Remote Reception Service Personalized greetings for each physician office Extensive documentation Cost competitive fee structure You are cordially invited to visit Mercy Medical Center’s Telecommunications Department. Located in the basement, near Medical Records to see our AMTELCO Infinity PBX System in action. For further information please contact: Woody Adamson, Director 330-489-1220 Natalie Tillman, Coordinator Debra Cooksey, Coordinator 330-489-1000

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