Take a message when the caller wants someone who isn't available, asks for a callback, or has a question about results that you can't answer yourself. A good message saves everyone a second phone call.
Log every message in [placeholder: practice message system] and flag the intended recipient. Don't rely on sticky notes or verbal handoffs — they get lost.
Aim to deliver the message within 30 minutes during business hours. If the recipient is out for the day, tell the caller that up front and offer an alternative. If something feels urgent, don't just leave a message — walk it over or escalate directly.