I had a red flag call in Spanish and no QBS on site, attempted to use translator on phone but it took so long to connect that the patient hung up. I remembered from shadowing during training that Veronica speaks Spanish. I contacted her by teams to assist with the call. We were able to get the caller back on the line and the patient was given advice from the provider.

Due to the nature of the call, it was imperative that the patient be reached and spoken to for care quickly. Veronica did not hesitate. She took to the task right away and then contacted me for care coordination with the PCP. The patient was given the care advice that they needed.