Clinical Triage and Telephone Advice

 

Due to the increasing demands of the COVID-19 pandemic, we have had to make some changes in how patients and parents interact with our office. The primary method used to be via phone call, but we have had to make some changes such that phone messages during office hours are no longer the most efficient way to communicate with our staff.  Please see the details outlined below.

Though our clinical voicemail line remains an option at certain times when we are open, our preference is that you please submit your question/concern via the patient portal as a primary outreach. This process is recommended as the message is associated with your child’s medical record and directly submitted to the proper staff for response. This will typically allow for a faster response from our clinical staff.

Our clinical/triage voicemail line is only available during the following days and times: 

  • Mondays thru Thursdays 8am-12pm and 2pm-8pm

  • Fridays 8am-12pm and 2pm-5pm

  • Saturdays 8:30am-12pm

All messages left on this line during business hours will be returned the same day.  Our clinical staff have been trained to review messages and triage concerns for quick and efficient response to families. When offering advice or instructions, our team uses Barton Schmitt Pediatric Telephone protocols as a primary resource. This information  can also be found in the purple box titled “Is your child sick?” present on every web page on our site.

 

This clinical voicemail line is not intended to receive requests for new prescriptions or prescription refills. All prescription refills should be submitted via the patient portal.



In the event that conditions related to the COVID-19 pandemic do not allow for safe in person visits, then we will utilize virtual medicine visits to address your child's clinical situation.  If the situation does not allow for an effective virtual visit, then a more comprehensive phone conversation is often necessary to develop an appropriate plan of action. Depending on the length and content of the call, the exchange may be billed to insurance based on national medical coding guidelines. You may be responsible for some, or all of the associated insurance charges because of a co-pay, a deductible, or non-coverage. As always, we will not submit claims for calls made during office hours regarding medication refills, appointment requests, billing questions, etc.



When calling the office, the extensions to the right are available to expedite your call to the correct location. Simply enter the extension after hearing the greeting message.
 
  • Phone: 410-992-9339
  • Fax: 410-964-5150

Office Categories

Extensions

  • Nurse Triage/Physician Messages
  • 501
  • Sick Appointment Scheduling
  • 502
  • Well Appointment Scheduling
  • 503
  • Referrals
  • 504
  • Billing
  • 505
  • Prescriptions Refills
Through the Patient Portal 
  • Prenatal Information
  • 507
  • Flu Shot Scheduling
Through the Patient Portal