At OneWorld, we lead with kindness.
For most patients coming to OneWorld, their experience starts with a phone call. From scheduling a primary care visit to seeking help with an urgent health problem, patients rely on a voice on the other end of the line. That voice? It belongs to a member of the OneWorld Customer Service Phones Medical team – and someone who is ready to listen, answer
questions and guide patients to the next point in their health care journey. “I think since we are the first point of contact with OneWorld, we want to leave a good impression with the patients,” said Rebeca Avila, Customer Service Phones Medical. “We want to make sure that once we hang up, that they are feeling like they have the resources they need.”
Unwavering calm amid uncertainty
When answering more than 70 patient phone calls a day, anything could happen. A call could be straightforward: Dental team, please. It could be more involved: Who do I talk to about an expensive procedure? It could be an emergency: I’m having chest pain – what do I do? One recent call was fresh on Bianca Reyna’s mind, though. Reyna, of the Customer Services Phones Medical team, had talked with a man who called with concerns about his wife’s mental health. While they talked, the man was trying to call other places for help too. His worry stood out. Reyna checked schedules to quickly get his wife, a new patient, in to see a primary care provider – who could then make a referral to the behavioral health team. As she set appointments in motion,
she talked through each step of the process with the husband. “After that what really helps is knowing and hearing their calmness and the fact that they’re reassured with their appointment or with any resources that we do offer. I personally don’t like to end the call with a loose end. I want to do as much as I can to get them help, or answer their question as best as I can,” said Reyna. While members of the Phones Team are
accustomed to quick thinking, they have processes and resources available to help.
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EXCHANGE | ISSUE 3 2025
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