Protocol: Handling Requests to Speak with Specific Employees

Description: Protocol for handling non-member calls asking to speak with specific employees. Includes strict guidance on not verifying employment and scripting to redirect the conversation back to Member Services business.

Tags: solicitation, privacy, security, transfers, employee request, headhunter

The Security Directive

We frequently receive calls from headhunters, sales vendors, debt collectors, or individuals attempting to reach specific employees.

The Golden Rule:

Never confirm or deny that a specific individual works for Vida Health.

Never transfer an external caller to an employee's personal line or voicemail.

Confirming employment or transferring a call can expose our staff to harassment, social engineering attacks, or unwanted solicitation. This support line is strictly for Member Care.

The Scripting Protocol

When a caller asks: "Can I speak to [Employee Name]?" or "Is [Name] available?"

Do NOT say: "They aren't at their desk," or "They don't work in this department." (This confirms they work here).

Use the "Business Line" Script:

Agent: "You have reached Member Services for Vida Health. This is a business line dedicated to member support. Do you have a Vida account that we can assist you with today?"

 Handling Pushback

If the caller persists, refuses to answer, or identifies themselves as a vendor/recruiter:

Scenario A: The Recruiter / Sales Vendor

Caller: "I have a business proposal for [Name]." / "I'm a recruiter."

Agent: "I understand. However, we do not accept solicitation or transfer external calls through this support line. You are welcome to reach out to the company via our corporate website or LinkedIn. I will be disconnecting this call now so I can assist waiting members."

Scenario B: The "Personal" Call

Caller: "I'm their friend/family member, it's urgent."

Agent: "I apologize, but for security and privacy reasons, I cannot verify employment or transfer calls to personal lines. If you have their personal contact information, I suggest reaching out to them directly on their personal device."

Summary of Actions