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hi my name is Monica Maxwell and Im the chief human resources officer here at deaf Luis and hi my name is Caitlin I am a former CSR here at of Lois CSR stands for client service representative and thats what we call our receptionist here today were going to talk a little bit about phone triage as an emergency hospital well get a lot of clients that call in and ask us questions about their pay their pet and whether they need to come in and some medical questions if theyve been here before obviously there are service issues with that we want to make sure were providing people the best service possible but there are also a number of liability issues with that so we also have to make sure were being very smart when were handling those kinds of calls Caitlyn talk to me a little bit about the type of calls we get in what your general philosophy is when we get those so when people call in a lot of times theyre asking for advice which we cant necessarily give over the phone because
