CEG-QR-v2.0
Quick Reference Desk Card
Office Assistant · Communications & Triage
EAs in the C-Suite
Karren E. Henderson, CEO & Founder
info@easinthec-suite.com
Standard Phone Scripts — Use These Every Time
Opening Greeting
"Good morning/afternoon, Cultivation Enrichment & Growth. This is [Your Name]. How may I assist you?"
Identify the Caller
"May I ask who is calling and what organization or facility you're calling from?"
Verify the Message
"Let me make sure I have this correct…" (repeat the message back to the caller)
Set Expectations
"I will make sure the guardian receives your message as soon as possible."
Cannot Answer
"I'm sorry, I'm not able to answer that directly. I will make sure the right person follows up with you."
Upset / Difficult Caller
"I understand your frustration. Let me see how I can assist you. I will make sure the right person gets your message."
Escalated Caller
"I sincerely apologize for the inconvenience. Let me make sure this gets to the right person right away."
Closing
"Thank you for calling Cultivation Enrichment & Growth. Have a wonderful day."
FEDERAL HIPAA WARNING — READ BEFORE EVERY SHIFT
Confirming or sharing any client information — including name, location, medical status, or care plan — with an UNVERIFIED caller is a FEDERAL OFFENSE under HIPAA. Violation is grounds for immediate termination and federal prosecution.
Mandatory HIPAA Defensive Script
"Due to strict HIPAA and federal privacy laws, I cannot share or confirm any information. I will pass your message along to the executive team immediately."
10-Point Message Checklist — Every Call
1
Date of Call
Current date
2
Time of Call
Exact time
3
Caller's Full Name
First and last
4
Organization / Facility
Where are they calling from?
5
Call-Back Number
Verify the number
6
Ward / Client Name
If applicable
7
Reason for the Call
Be specific
8
Urgency Level
Level 1 / 2 / 3
9
Who the Message is For
Guardian / CEO / Other
10
Your Initials
Always sign your messages
Priority Triage Matrix
🔴 Level 1
CALL CEO / GUARDIAN IMMEDIATELY
Hospitalization · Medical emergency · Police involvement · Death of ward · Facility incident. Do NOT email. Call NOW.
🟡 Level 2
SEND MESSAGE WITHIN 1 HOUR
Court deadline · Attorney request · Care plan update · Medication change. Confirm guardian received the message.
🟢 Level 3
EMAIL BY END OF BUSINESS DAY
Vendor invoice · General inquiry · Non-urgent update. Log, email, and file.
🔴 Call Now | 🟡 Within the Hour | 🟢 By End of Day
3 Absolute Boundaries
- Never Give medical or legal advice of any kind
- Never Share or confirm any client information
- Never Make promises or commitments on behalf of CEG
✅ When in doubt, always say: "I will make sure the right person gets back to you."