Answer within 3 rings, and kindly say, "Texas Behavioral Health, this is (name). How may I help you?" When on the line, and another call is coming in, put 1st call on hold and answer the second call to put on hold and check back every 30 seconds with the call on hold. **The goal is to make sure no called is missed. If the call is missed, then return it within 1 hour** If patient is requesting a refill, check appointment history. o If patient has consistently missed/cancelled/rescheduled appointments, then the patient needs to come in and see physician to get a refill. o If pharmacy is requesting refill, please advise the pharmacy that the patient must call directly to us to get a refill, or has to come and see the physician.