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Assist Phone Scripts

The document provides phone scripts and procedures for staff at a medical clinic. It outlines best practices for answering calls, making appointments, handling cancellations and rescheduling patients. Key aspects include answering by the 3rd ring, collecting patient information accurately, confirming appointments three times, and informing patients about no-show policies. Staff are instructed to speak clearly, build rapport, enter information carefully and thank patients for calling.

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JEMALYN MATUGAS
Copyright
© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
37 views

Assist Phone Scripts

The document provides phone scripts and procedures for staff at a medical clinic. It outlines best practices for answering calls, making appointments, handling cancellations and rescheduling patients. Key aspects include answering by the 3rd ring, collecting patient information accurately, confirming appointments three times, and informing patients about no-show policies. Staff are instructed to speak clearly, build rapport, enter information carefully and thank patients for calling.

Uploaded by

JEMALYN MATUGAS
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Phone scripts

Ask your clinic manager to go over these phone scripts with you and amend them to their preference.

Phone procedures help the office be organized. With good phone procedures we will decrease the patient’s
waiting time because we get good information. If phones aren’t being answered properly there’s a good chance
the clinic is losing money. The phone represents the first impression you make on the patient.

Answer by the 3rd ring

How to answer the phone: “{Elite Foot & Ankle/your clinic name} this is ________.”

No matter what the patient asks, respond with: “May I have your name, please?” and use their name
throughout the conversation. This builds rapport and makes the patient comfortable. Next thing to ask is what
insurance they have so we know if we can see them.
● Smile, the patient can hear it through the phone.
● Speak slowly and clearly
● Never chew food, gum or drink anything while on the phone
● Ask permission before placing them on hold “May I place you on a brief hold?”
● ALWAYS thank them for calling!
● When entering pt info ACCURACY is of the utmost importance. Repeat back spelling, dates of birth,
telephone numbers, & insurance IDs.

LISTEN to them: Studies show that 75% of what we hear is interpreted incorrectly. Repeat what they told you
to show that you’re listening. Be patient, don’t assume you know what they are going to say. Ask better
questions, the info we receive is based on the quality of questions we ask.

Ask all new patients where they found us. Put it in the notes screen of the appt.

How to make a new patient appointment:


1. “Are you Diabetic?” (ALWAYS ask if they’re diabetic)
2. “Have you been seen in our office before?”
3. “Ok I’m going to need your contact information as well as your insurance. Do you have your insurance
card handy?” (so they can be grabbing it while you get info)
4. “What is it you need to be seen for?”
a. Then Triage (see triage portion of Front Office Process): decide how urgent it is.
5. “Does your insurance require a referral to see a specialist?” Our office requires a referral if they have
Humana or Providence.
6. Instruct pt on how your office is collecting intake forms. It may be on their website or in their insurance
portal. Offer the clinic to email them to patients and try to get them back before their appt.
● Insurance: Ask them their insurance information: ID#, Group#, Copay $, Payer ID, Claims address
● If they do not have access to submit forms online then ask them if you can email it. If they do not have
email ask them to show up 15-20min early to appt. to fill out and to be sure to bring their medication
list.
7. Pull up a new pt screen in the EMR. “May I have your…”
a. Last name, First name (as it appears on their ins card), Preferred name, address (then
VALIDATE it!), Home phone, cell phone, email address, DOB, Sex, SSN-we use it for
insurance verification purposes (they have the right to decline), Resp. Party, Emerg. Contact,
PCP, Insurance, Pharmacy.
8. “Please be sure to arrive 15min early with your paperwork completed (30 if not) bring your photo ID,
medication list, insurance card, & copay to your visit”
9. “We do have a 24hr cancellation & no-show policy, if you cancel within 24hrs of your appt or don’t
call don’t show you COULD be billed a $XX fee (whatever your clinic protocol is).
10. TRIPLE CONFIRM appt date, time, & location
a. “We can do a (day of week, date, time) at our (office location)” (1)
b. “Ok let me get you put on the schedule. Do you know where our office is on (Street name)?” If
not sure then give directions.
c. “Ok I’ve got you scheduled for (Date, time, office location) (2). We will see you on (date, time,
location) (3). Give us a call if you have any questions. Thanks for calling!”

When a Post Op patient calls: Double check that your clinic is ok with these protocols.

(the answers to these questions MUST be put in a TE). We require up to 48hrs to refill meds.
Are you diabetic? What is your pain scale? What pain medication were you prescribed? How much are you
taking, and how often? What does it say on your bottle? Have you tried anything else? Are you diabetic?
1. Try loosening the ace bandage, or take off the boot.
2. Try icing it, over ankle, foot, or back of knee. *diabetics or pt w/ PVD should never ice or elevate.
3. Are you able to take ibuprofen?
a. If yes, try taking 800mg q8h between other doses of pain meds
i. DO NOT take Tylenol if it is already in the pain medication
b. 4 ibuprofen (200mg ea) = 2 Aleve (can be substituted)
4. If this doesn’t resolve it then the next step would be to go to the ER. They can give you something
stronger via IV.
5. For a non-surgical patient we WILL NOT REFILL ON THE WEEKEND OR AFTER HOURS-do
not call the doctor about this.

When a pt calls for a pain med refill: (the answers to these questions MUST be put in a TE)
Are you diabetic? What is your pain scale? What are you taking? How often? What did you get it for? When
was the last time you had a refill? Have you tried anything else for pain relief? If so, what? Are you diabetic?
1. Try loosening the ace bandage, or take off the boot.
2. Try icing it, over ankle, foot, or back of knee. *diabetics or pt w/ PVD should never ice or elevate.
3. Are you able to take ibuprofen?
a. If yes, try taking 800mg q8h between other doses of pain meds
i. DO NOT take Tylenol as it is already in the pain medication
b. 4 ibuprofen (200mg ea) = 2 Aleve (can be substituted)
4. For a non-surgical patient we WILL NOT REFILL ON THE WEEKEND OR AFTER HOURS-do
not call the doctor about this.

How to reschedule patients: If a patient has no-showed or is nail care, schedule them out at least a week.
1. “I’d be happy to reschedule you for a better time. What office are you scheduled at? We are at that
office on (days of the week), which day works best for you? Do you prefer morning or afternoon?
Looks like I could probably squeeze you in on (date, time).”

How to handle cancellations: Call back all patients who cancel via voicemail.
1. “Ok what is the reason for the cancellation? I can get you rescheduled on (date time). And you’re aware
of our cancellation policy?”

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