Patient Comms + Scheduling
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      Pro Tips: PCC <> Provider Engagement

      Our Patient Care Coordinator (PCC) team is dedicated to supporting the success of Portrait-powered businesses. To help achieve this objective, we have compiled useful reminders, tips, and tricks to streamline communication between PCCs and Providers for top-tier collaboration.

      📸PCC Job Responsibilities Snapshot:

      • Provider Communication: Managing your daily communication needs and support.
      • Patient Communication: Responding to patient inquiries over OpenPhone and assisting with registration completion.
      • Scheduling: Coordinating appointment schedules and updating appointment details.
      • EHR: Ensuring smooth operations for your practice’s patient care via Portrait’s EHR system.  

      📲 OpenPhone - please:

      • Notify your PCC when adding a patient to the schedule (especially within 24 hours of the appointment to ensure they can be cleared in time).

      • Send the medical registration link via OpenPhone to the patient if they need a new clearance, update, or are new to the practice.

      • Mark all conversations as 'done' when completed — any messages in the ‘open’ folder should be for new and ongoing conversations.

      • Mark conversations as unread if you want them taken over by your PCC.

      • Handle all medical conversations with patients — your PCC will tag you in the conversation on OpenPhone or message you on Tiger Connect to make sure you're in the loop! 

      🐯TigerConnect - please: 

      • Use your team channel for PCC communication instead of messaging them directly to allow for additional team support and faster response time.
      • Do not use the priority feature in in TigerConnect unless there is a medical emergency.

      📚Support Center - please:

      • Use the ticketing system for any questions that cannot be resolved by a PCC.
      • Direct all Marketing Autopilot inquiries through the ticketing system using the "Autopilot Program" ticket type for improved request tracking.
      • Visit our Support Center for the latest information, announcements, and FAQs.

      🌴OOO Policy

      • Remote PCC policy: if a remote PCC is out of office for a full day, Portrait will arrange for phone line coverage by another PCC. If remote PCCs are out of office for a partial day, Providers are responsible for monitoring the phone line during the PCC's absence. Please note, the covering PCC may not work the same hours as you or your assigned PCC.
      • Full-time designated PCC policy: Providers with full-time in-office PCCs are responsible for phone line coverage when their PCC is OOO. If you prefer, you can leave the line unmonitored and the PCC will catch up with patient inquiries upon return! 
      • Portrait can arrange for a provider-approved OOO message from your PCC via your dedicated OpenPhone line for when they are out.
      • Holidays: If Portrait is closed due to Holiday, ALL PCC's will not be available to assist or answer phones. Providers are responsible for monitoring the phone line during the PCC's absence.
      • 👭Coverage Process: 
        • If the PCC has a known upcoming vacation, they are responsible for updating the provider on the dates they will be unavailable and coverage details. 
        • If a PCC calls out sick or for an emergency the same day, coverage will be found without prior notice to the provider. 
        • Based on workload and availability, the other PCCs are able to opt in to assist with coverage for the OOO PCC’s providers. 
        • As mentioned, the covering PCC may not work the same hours as you or your assigned PCC. Additional coverage will not be found.
        • The covering PCC will be added to the providers OpenPhone and TigerConnect Support Chat. 
        • A provider can opt to cover their own lines while their PCC is OOO, if they prefer. 
      •  Please, reach out to the PCC Manager for any coverage questions or concerns.

      🤝Roles and Responsibilities Notes

      PCC's offer a streamlined service to help providers and assist patients. Please review the linked support menu for guidelines on PCC responsibilities. 

      PCCs are here to support your business, not grow it. Business growth is the responsibility of the provider.

      PCCs are subject to change without warning, and may not be located in the provider's timezone. For any questions, please reach out to your PCC Manager.

      If a provider opts to no longer utilize Portrait's EHR for their business, they are not eligible for a PCC.  

      Please note, designated (in-office/hybrid) PCC's have a more expanded scope and responsibilities than virtual PCC's. To upgrade to an in-office PCC or add this service, please review the requirements here and submit a ticket to proceed!