Advice for the Treatment Coordinator (TC) – Use the sunset rule. It simply states that you will return all phone calls or emails by sunset of that day (or, for your purposes, by the end of office hours). If a parent or patient calls you, return the call… if they email you, return the email… if they text you, return the text… and return all of them by sunset. Make it a policy and live by it. Even if you can’t get the information they want, respond by saying you will get it as soon as possible.

Additional Resource: Watch Dr. Levin’s video for TCs called “Do You Really Know the New Patient?” by clicking here.