Transfer/Hold Policy

Procedures for placing a caller on hold, being placed on hold by caller or transferring a call.

• Transferring  Calls:
  • Ask the caller's permission to transfer them and give reason for transfer.
    • Ex: May I place you on a brief hold so that I can attempt to transfer you to _____ for further assistance?
  • Ask the caller if they are ok with being transferred to voicemail if we cannot reach the intended party.
    • Ex: Thank you! If they are not available, would you like for me to transfer you to voicemail so that you may leave a message for a return call?
  • If the intended party answers, be sure to provide all necessary information before completing the transfer.

• Hold Procedure – Placing a caller on hold
  • Ask the caller’s permission to place them on hold and give a reason why we are placing on hold.
    • Ex: Can I place you on hold for a few moments so that I can get clarification from my supervisor? 
• Check back with the caller in less than 3 minutes. If additional time is needed,  ask permission to place them on hold again. 
• Thank the caller for holding and follow-up with explanation
  • Ex: Thank you so much for holding. I was able to verify that your insurance is accepted 

• Hold Procedure – Caller asks
  • Caller asks if they can place agent on hold 
  • Respond politely “Yes ma’am/sir. I can stay on hold for up to 5 minutes.”
  • Returns within 5 minutes – continue call
  • Does not return within 5 minutes –
    • At 5-minute mark – state “Mrs./Mr. _______, I apologize but unfortunately I cannot remain on hold any longer. Please call us back when you are available.”
    • Leave detailed notes in Merge – “Patient placed me on hold for more than 5 minutes and I disconnected call.”

EDITED: 11/29/2021