2. Brief Description of Project: 1. Receive and answer bilingual (English, Spanish) calls from patients seeking to contact an on-call Parkland provider daily after 5pm, during weekends, and holidays. Approx. 600 calls per mo. Obtain contact information from the caller Locate the active on-call COPC provider and page the contact information to the COPC provider Re-contact the patient to confirm the provider has reached them Escalate to secondary on-call provider(s) if the first provider has not promptly responded Generate daily, weekly, monthly reporting detailing date, time, frequency of any calls and the elapsed time to contact providers Receive and answer bilingual (English, Spanish) calls from patients seeking information on Parkland services (examples include referrals, appointments, other general information). Approx. 2500 calls per mo. Validate patients prior to releasing information Lookup information using designated applications Provide information as requested to patient caller Generate daily, weekly, monthly reporting detailing date, time, frequency of any calls and the elapsed time to contact providers
