Core Processes  /  Inbound Call Flow
Owner: CHC Operations Role: Phone Intake Specialist v1.0
Level 1
Core Process: Inbound Call Flow
High-level overview for all audiences — Execs through Phone Intake Specialists
Business Function
Phone Intake / Order Processing
Primary LOBs
Wound Care · Urology · Ostomy
Primary System
Five9 · Bonafide · Order Form
Response Standard
Answer within 3 rings
Objective

Ensure every inbound call from a patient, nurse, or agency is handled accurately and efficiently — from the first ring through order submission and documentation. The Phone Intake Specialist is responsible for gathering complete information, routing calls correctly, processing orders in compliance with insurance and product guidelines, and creating a documented record in Bonafide for every interaction. This process directly drives new order volume and patient satisfaction for CHC Solutions.

Process Overview
  1. 1
    Prep & Ready State
    Before taking calls, the specialist confirms all required tools are open and active: Five9 (in Ready status), Order Form, CHC Outlook, Referral List, Bonafide, Order Tracker Google Sheet, and product list links for all LOBs.
  2. 2
    Answer & Greet
    Answer within 3 rings. Use the standard CHC greeting and identify the purpose of the call.
  3. 3
    Identify Call Type
    Determine if the caller is inquiring about an existing order status or placing a new order. Route accordingly — each path has a distinct information-gathering sequence.
  4. 4
    Gather & Verify Information
    Collect complete patient, insurance, referral, and physician information. Verify the patient in Bonafide. Identify account type: Existing, New Patient, or PPS Account.
  5. 5
    Identify Product Type & Collect Clinical Detail
    Determine the product category (Wound Care, Urology, or Ostomy) and gather all required clinical specifics for the Order Form. Each category has its own required data fields.
  6. 6
    Recap, Close & Submit Order
    Confirm all information with the caller. Close the call professionally. Submit the completed Order Form to the workflow and log the call in the Order Tracker Google Sheet.
  7. 7
    Document in Bonafide
    Create an Order Note in Bonafide under General Order Intake using the standard SMD/Phone Intake format. Every call interaction requires a note — no exceptions.
Detailed Steps
1
Pre-Call Preparation
Open and confirm all tools are active before the first call of the day. Do not begin taking calls until the workspace is fully ready.
Five9 — set status to Ready
Order Form — open and blank
CHC Outlook — logged in and inbox checked
Referral List (Source of Business Finder) — open
Bonafide — Customer Maintenance accessible
Order Tracker Google Sheet — open to today's log
Product List Links — Wound Care, Ostomy, Compression, Urology tabs open
2
Answer & Greet
Answer the inbound call within 3 rings. Use the standard greeting:
"Thank you for calling CHC Solutions. This is [Name]. How can I help you today?"
3
Identify Call Type
Listen to determine the purpose of the call.
Decision Point
Order Status Inquiry → gather Patient Name, DOB, order date, and submission method; look up in Bonafide via Order Inquiry; check order coding and tracking; document the interaction
Placing a New Order → proceed to Step 4 (gather patient information)
General Inquiry → resolve or route to appropriate team; document in Bonafide
4
Gather & Verify Information
Collect: Patient Full Name, Date of Birth, Customer ID. Search Bonafide via Customer Maintenance.
Account Type Decision
Existing Patient (found in Bonafide) → verify Name, DOB, Shipping Address, Insurance, Ordering Physician; check recent order dates for reorder restrictions
New Patient (not in Bonafide) → gather complete demographics; verify physician via NPI Registry; check insurance restrictions before proceeding
PPS Account → verify nurse and Home Health Agency; get callback number; transfer call to onshore partner
⚑
Medicare Insurance patients: advise to place order via Fax — 1.844.317.9378. Anthem BCBS Medicare, Anthem MyCare Ohio Dual DSNP, and PPS accounts: transfer to onshore partner. Humana patients with active Home Health: cannot accept order.
5
Identify Product Type & Collect Clinical Detail
Determine the order category and collect all required information for the Order Form.
Product Category
Wound Care → collect: Wound Type, Location, Measurement (L×W×D), Stage/Thickness, Drainage type and amount, Frequency of Change, Products, Substitution, Length of Need. Note: Wound assessment required for UPMC insurance (exception: drain/tube sites). We do not supply Nephrostomy products.
Urology → collect: Urology Type (Incontinence or Retention), Catheter Type (Foley/Intermittent/Closed System/External), Catheter Size, Accessories, Frequency of Change, Recurring Order (Y/N), Substitution (Y/N). Note: Coudé Cath requires documentation that patient cannot pass straight cath.
Ostomy → collect: Ostomy Type (Colostomy/Ileostomy/Urostomy), Pouch Type (1 or 2-piece, Closed or Drainable), Quantity and Product Number, Stoma Size, Wafer Type (Flat or Convex), Accessories, Substitution (Y/N), Recurring Order (Y/N).
6
Recap, Close & Submit Order
Confirm all collected information with the caller. Address any corrections. Close the call professionally. Submit completed Order Form to the workflow queue. Log the call in the Order Tracker Google Sheet (Patient Name, New/Existing, Queue Source, Call Type, Notes).
7
Document in Bonafide
Navigate to Order Inquiry → Order Number → Order Actions → Order Notes → Create New Notes.
Category: General Order Intake
Subject: SMD Phone
Detail:
SMD/Phone Intake
Phone Reorder Received From
Nurse:
Agency:
Contact Information:
Intake Form Submitted to workflow
Required Tools & Systems
📞Five9 (Call Platform)
📋Order Form (CHC)
📧CHC Outlook
🔍Referral List (SOB Finder)
⚙️Bonafide
📊Order Tracker Google Sheet
📦Product List Links (x4)
🏥NPI Registry (npiregistry.cms.hhs.gov)
🚚UPS / FedEx / USPS Tracking
💬Microsoft Teams (escalation)
Key Metrics
3
Maximum rings before answer
100%
Calls documented in Bonafide same day
100%
Orders logged in Tracker Sheet per call
0
Orders processed without insurance verification
Common Issues & Solutions
IssueQuick FixPrevention
Patient not found in Bonafide Escalate to Teams Chat; do not process order without verification Search by multiple fields (Name, DOB, Phone) before concluding no record
Medicare or restricted insurance presented on new patient Advise Fax route (1.844.317.9378) or transfer to onshore partner per protocol Confirm insurance type early in the call — Step 4 — before collecting clinical detail
New ordering physician not verified Look up immediately at npiregistry.cms.hhs.gov before proceeding Never proceed with a new physician order without NPI verification
Reorder placed too soon (reorder date restriction) Check order notes for restrictions before processing; advise caller of earliest eligible date Always review Order Inquiry and notes for recent orders before submitting
Missing wound assessment detail for UPMC orders Return to caller to collect full assessment before submitting Confirm insurance early; flag UPMC accounts before clinical intake begins
Order Tracker not completed Log immediately after call ends, before moving to next call Keep Order Tracker tab open throughout every shift
Bonafide note not created after call Create note before moving to next call or task Treat documentation as part of the call — not an optional follow-up step
Call Completion Checklist
  • All tools confirmed open and active before first call
  • Call answered within 3 rings using standard greeting
  • Call type identified (Order Status / New Order / General Inquiry)
  • Patient located in Bonafide or escalated if not found
  • Insurance type confirmed; restrictions identified and handled correctly
  • Ordering physician verified (NPI Registry for new physicians)
  • Product type identified and all required clinical fields collected
  • Order Form fully completed and submitted to workflow
  • Call logged in Order Tracker Google Sheet
  • Order Note created in Bonafide using correct category, subject, and detail format