Formé Medical Center and Urgent Care has contracted with a medical answering service, Agile Talent Hunters, which will manage all calls to the Center on a 24/7 basis. Our management plan provides for continuity of care for its patients.

Agile Talent Hunters will screen all calls and take messages which will include:

Hours of Operation:

  • Caller’s name
  • Caller and/or patient phone #
  • Patient’s name
  • Patient’s Date of Birth
  • Patient’s regular medical provider
  • Name of Clinician they are requesting appointment with
  • Emergency – Yes or No
  • Verify Address on File
  • Verify Insurance on File to ensure we participants
  • Brief description of the problem

    AGILE TALENT HUNTERS SERVICES RESPONSE-EMERGENT CALLS

    For any emergent calls, the answering service will contact the office directly

    Defined as Emergent Calls- Calls requiring immediate attention by the Clinician and/or Care Team will be transferred directly to the office for such issues as:

Calls from outside providers or other care facilities requesting to speak to Clinician regarding patient, such as abnormal test results findings among others

Important: Allergic reactions and symptoms; shortness of breath, chest pain, fever of 101 or higher or any other vital emergency, are not considered Emergent Calls and cannot be handled by the Medical Center. If any patient requires attention on these matters, the answering service will inform the patient to contact 911 or go to the nearest ER as soon as possible

AGILE TALENT HUNTERS SERVICES RESPONSE-NON-EMERGENT CALLS

  • All non-emergency related messages will initiate a “Telephone Encounter” to the Center staff or Clinician via the electronic medical record e-Clinical Works.Defined as Non-Emergent Calls- Calls received for routine medical inquiries to be handled by the Clinician or the Care Team staff members, depending on the priorityDefined as Telephone Encounter – Documented outcomes from Non-Emergent Calls that can be labeled under different reasons, and marked as High Priority if necessary, such as:
  • Clinical Advice
  • Lab/X-ray Results
  • Referrals
  • Medical Records request
  • Pre-auth – Auth
  • Fit-Kit
  • Refills
  • Test results
  • Billing/insurance/ No-Show fee
  • Call-back/Follow up/ Returned Call
  • Others may apply

Defined as Clinical Advice – It is the reason of a Non-Emergent Call where patients need direct communication to their Primary Care Physician and the priority determines the time frame the T.E Clinical Advice should be answered:

  • High Priority: Applies only for side effects, change of medication to any allergic reaction and or any issue related to medications that are not vital emergencies. The patient should be contacted by the PCP within the next 2 hours and the T.E addressed with the outcomes
  • Normal status: Applies for any other patients’ inquiries and should be addressed with the outcomes within 24 hours by the PCP or the Care team staff member assigned by the PCPImportant: For Medical Records request, Authorizations, Referrals, Labs/DI, X-Ray results will be addressed according to the time frame established in their respective policy and procedures
    All other T.E types: Will be addressed within 24 to 72 hours

Patient Portal Access

Formé Medical Center and Urgent Care offers patients an electronic and secure messaging means of communicating with our Clinicians and Care Team through the usage of our Patient Portal.

  • The Patient Portal affords the patients access to their medical records 24 hours/7days per week.
  • Communication between the patient and provider can be exchanged through the patient portal.
  • All communication exchanged through the portal is automatically documented in the patient’s medical record as a telephone/eMessage encounter.
  • During after-hours, a message will appear informing patients with an alternative to contact the office for further assistance during.
  • Portal inquiries between the hours of 10:00pm and 8:00am will be handled during hours of operation the next day from opening to close of business day, contingent on its urgency.
  • During hours of operation, inquiries will be handled before the close of business on the same day.

AGILE TALENT HUNTERS SERVICES RESPONSE-EMERGENT AFTER HOUR CALLS

Emergent after-hours calls are instructed to call “911” or visit the nearest emergency room for care.

AGILE TALENT HUNTERS SERVICES RESPONSE-NON-EMERGENT AFTER HOUR CALLS

Non-emergent after-hours calls are taken, and messages relayed to the office via “Telephone Encounter” for follow-up by the PCP on call or office staff on the next business day.

Practice Manager: Karina Cardenas – 914 723 4900 ext. 8202

Location

Formé Medical Center and Urgent Care
7-11 South Broadway, 1st Floor
White Plains, NY 10601
Phone: 914-723-4900
Fax: 914-448-5275

Office Hours

Get in touch

914-723-4900