Patient Comms + Scheduling
      Back to home
      1. Support Center
      2. Patient Comms + Scheduling

      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.

      📲 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.
      • Full-time designated PCC policy: Providers with full-time 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 phone line when they are out

      🤝Roles and Responsibilities

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

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