As mentioned in the overview, the first step in a session with a client is a phone call. Phone numbers are located on the iPads at client facilities. They are the iPads lock screen, wallpaper background, and also appear as customized alerts in the rtNOW app itself. They are instructed to call a phone number first, which is then routed to the cell phone number you have provided to us. If you are scheduled appropriately, the phone call will be routed directly to your phone.
As of 9-20-2019, all phone calls from rtNOW should come from the number 507-315-4075. Please add this phone number into your cell phone contacts now as “rtNOW INCOMING CALL!” Do this now.
Even though all calls should come from this number, please answer all calls while on your shift until January 1, 2020, even if you don’t recognize the number. The reason for this is that our previous phone numbers before this update varied, and some facilities may have the old numbers written down somewhere. As such, what you may think is spam may actually be a hospital in need of a call. After May of 2020, enough time should have gone by to work out any transition details, and by then all calls should come from the (507) 315-4075 phone number.
Because of how our phone calls are routed to your cell phone, it is VERY IMPORTANT that you NEVER DECLINE A PHONE CALL FROM RTNOW. This will send it to your personal voicemail. If you can’t take the call, just let it ring!!! We have other options for routing if not answered quick enough.
During the phone call, please confirm:
- You are in a secure area, and able to speak without endangering patient health information.
- Whether or not the client needs a video chat, or if you can only field the issue only over a phone call. Please, whenever possible ask for a video chat. The reason is that we collect additional (non-PHI) data this way that we cannot collect simply on a phone call. Having said that, we understand that at some times it simply isn’t possible or advisable (for example, you are speaking with another RT and in this instance believe that to ask for a video chat is unnecessary and would potentially anger the RT due to his/her demeanor and the reputation of the facility). As such, please your own discretion but convert to a video chat whenever possible.
Please note: Our long-term plans include on-demand access to an rtNOW agent via video-chat. Eventually, this “phone call” step in the process will be eliminated.