Telephone Scripts for the Front Desk

 

 

Build a Huge  Practice

 

 

#3

 

 From the Desk of Mark Studin DC

 

 

“Incoming Telephone System”

 

 

Your first contact with a patient is via telephone 99% of the time and the old adage; “You only get 1 chance at a first impression” is accurate. Telephone communications go well beyond the first impression as this is the primary mode of communicating with everything surrounding the business of healthcare.

 

Fortune 500 companies spend many millions of dollars developing and training their staff on winning telephone communication because they realize that the telephone procedure can make a very big smaller or a small company bigger. The very successful doctor’s offices also spend significant resources in training their staff on the successful protocols in telephone procedure.

 

Being successful in practice has a set of rules and so does failure. This is one very powerful lesson on success. Do not let your staff deviate from the formulas taught in their training on telephone procedure. They have NO CHOICE.

 

This is a system with scripts for the staff and the reasons why.

 

 

Objective:    To answer all phone calls promptly.

 

 

Purpose:       To effectively and efficiently answer all calls and have the caller hang up feeling glad and satisfied.

 

 

Procedure:  

 

1.  Answer promptly (before the second ring, if possible).

2.  Give the caller your full attention.  Avoid clearing one’s throat, chewing gum, coughing, etc.

3.  Make conversation distinct and understandable.

4.  Always identify yourself using your first name.

5.  Smile when talking, even if you have to put a mirror in front of the telephone

 

 

        Answer Phone: “(Name of office), ( Assistant’s name) speaking.  For example, “Doctor’s office, Mary speaking.”

 

 

         

6.  Make it a point to use caller’s name several times. (Write the callers name down so you won’t forget.)

7.  Person should not be left on hold for more than 20 seconds without someone getting back to the phone.

8.  When making an appointment, always give the caller 2 choices.

 

9.  Always end the conversation with a confirmation of the appointment with the day and time.

10.              When you are on line one and you have to answer line two, put line one on hold. Acknowledge line two before putting them on hold so you can finish with line one.

11.              If all lines in the office always seem to be tied up, tell the office director it is time to get another line.

12.              If the call is a new patient, always ask by whom they were referred and compliment the person who referred the new patient.

 

 Incoming Telephone Call Procedure

 

 

 

 

               PT                =     PATIENT NAME

 

               CA                =     CHIROPRACTIC ASSISTANT

  

               OFFICE                =     MEDICAL OFFICE’S NAME

 

               DR                       =     DOCTOR’S NAME

 

               NP                       =     NEW PATIENT

 

 

 

Sample Scripts of 8 Incoming Calls

 

 

                   1)     New Patient Calls

 

                   2)     Active Patient Calls to Reschedule

 

                   3)     Patient Calls to Cancel Appointment

 

                   4)     Former Patient Calls to Come in as a New    Patient

 

                   5)     Personal Phone Calls

 

                   6)     Insurance Company Calls

 

                   7)     Attorney Calls

                  

                   8)     Potential New Patient from Print

                           Adds

                          

                    

 

Script #1

New Patient Calls

 

   MA:  Hello, (Office), (CA) speaking.”

 

New Patient Call

 

   PT:   “Hello, this is (PT) and I am calling to make an appointment.”

 

   CA:   (Not sure if regular patient or new patient)

 

           “(PT), when was the last time you saw the doctor?”

 

   PT:   “I have never been to your office before.”

  

           (If active patient, go to active patient call)

 

   CA:   (Puts new patient health questionnaire in front of him/her to fill out)

 

           “May I ask by whom you were referred?”

 

   PT:   “I was referred by my neighbor, Jim Smith.”

 

          

Former Patient

           (If the new patient was a former patient)

           “We appreciate your confidence in us.”

          

Lawyer Referral

           ((If patient is referred by a lawyer, compliment the lawyer to the patient.)   “(Lawyer) is very good.”  We do a lot of work with him and I am sure you will be happy with the results.

          

Medical Referral

           (If patient was referred by another medical doctor)

           “We appreciate Dr. (Name) for referring you to us.  He / she is a great doctor.”

          

Advertisement Referral

           (If the patient is referred by add)

           “We get a lot of patients from that add and most are happy with the results and are referring others to our office.

 

 

   CA:   “That’s very nice of Mr. Smith.  We will be sure to thank him.

 

 We would like to make you a convenient appointment today or tomorrow. Which one would you prefer?”  (If patient calls early enough, give the patient two choices for later on that same day.)

 

  

   PT:   “Today.”

 

   CA:   “Would you prefer morning or afternoon?”

 

           (Always give the patient two choices)

 

   CA:   “Would 4:30 or 6:30 be more convenient?”

  

   PT:   “6:30.”

 

   CA:   “(PT), Let me take some information from you right now so we can prepare your file in advance and save you some time.”

 

           (CA completes first page of the patient heath questionnaire and asks patient to bring in insurance information. )  

 

           “(PT), please be prepared to be in our office approximately one hour to one and one half hour as we do not like to rush a patient on an initial        visit.  During that visit, a doctor will sit down with you and discuss your problem and examine and take x-rays, if necessary.”

          

           “None of these procedures are invasive or painful.  At the end of the visit,    the doctor will explain what’s wrong and what we need to do to help you.”.

  

           “Do you have any questions?”

 

   CA:   “Thank you, (PT), we will see you (date of appointment) at 6:30 p.m.  Do you need directions to our office?”

                  

           (CA proceeds to make an appointment for the patient in appointment book in the last column in the color red.  Also, note in the appointment book patient’s name, telephone number, if known, by whom he or she was referred, and account type).

 

 

Script #2

Patient calls to reschedule

 

 

 

   PT:   “Hello, this is (PT) and I am calling to reschedule my appointment.”

 

   CA:   “No problem, (PT).  Will later today or tomorrow be more convenient?”

 

   PT:   “Tomorrow.”

 

           (CA proceeds to give tow choices for tomorrow’s appointment and puts        patient’s name in appointment book.)

 

           If patient does not want to come in for a few days or a week later and his or her folder schedule is noted 3 times per week:

  

   CA:   “(PT), the regularity of treatments as prescribed by (DR) was for the purpose of getting you well in the quickest amount of time.  We need to make sure you get the care you need so we need to find time o make up this missed appointment.”

 

           (Patient will either make up the appointment or keep to his or her original rescheduled appointment date.)

 

           (CA to schedule patient’s name in appropriate date of the appointment book.)

 

 

Script 3

Regular patient calls to cancel

 

 

 

   PT:           “Hello, this is (PT) and I am calling to cancel my appointment.”

 

   CA:           “I am very sorry, is everything OK? (PT responds,) I know the doctor is quite concerned about your case. Is there any problem you would like to discuss with me?” 

 

                   (If patient discusses problem, CA or doctor should resolve problem immediately.)

 

   PT:           “I do not care to discuss it.”

  

   CA:           “I know (DR) is concerned about your case and he or she will be calling you back and the doctor will possibly give you advise about home care.”

 

                   (CA gives folder to doctor.)

 

 

   * Please note examples of excuses (next page)    

 

 

 

 

Sample Excuses for Canceling an Appointment

 

 

   Excuse 1: My car broke down.

 

   Answer:   It will be our pleasure to provide car service, and DO IT!

 

 

   Excuse 2: I am in pain.

 

   Answer:   That is why you are coming for care, be here!

 

 

   Excuse 3: It hurts too much when I am getting treatment and I need a break from care. 

 

   Answer:   That is very common with injuries.  It is this type of feedback that the doctors need to tailor a program for you.  I will speak to the doctor so they can change what they are doing so it is not so uncomfortable.

                  

Have the patient see the Office Director on the next visit.  

 

 

   Excuse 4: My child is ill.

 

   Answer:   Mrs. Jones, I understand, however if you can get someone to watch your child I will arrange to expedite your visit today so we can continue on your course of therapy.  I promise I will get you in and out in a short amount of time.

 

 

Script 4

Former patient calls to come in as a new patient

 

 

 

 

   PT:   “Hello, this is (PT) and I am calling to make an appointment.”

 

   CA:   “(PT), when was the last time you saw the doctor?”

 

   PT:   “Two years ago.”

 

   CA:   “(PT), the doctor will be looking forward to seeing you.”

 

           (The CA is to follow the new patient procedure at this point.)

 

 

 

Note:  CA must get patient’s previous medical folder for the doctor to review at the time of the initial consultation.

 

 

Script 5

Personal Phone Call for the Doctor

& Staff

 

 

 

Personal Phone Call for the Doctor

 

   PT:           “Hello, I am calling to speak with (DR).”

          

(The CA is to always screen all incoming calls and ascertain the purpose of the call.)

 

   CA:           “I will make sure the doctor gets this message.”

  

   (CA puts message on doctor’s desk)

 

                  

 

 

Personal Phone Call for the Staff

 

Take a message for all personal phone calls for the medical assistants unless urgent. No out going calls can be made if all the other lines are busy. Always leave 1 line open for incoming calls.

 

There is zero tolerance for abusing the phone for personal calls.

 

 

 

Script 6

Insurance Company Call

 

(IC = Insurance Company)

 

 

   IC:           “Hello, this is (IC) and I am calling to speak with (DR).”

 

   CA:           “May I please ask who is calling?”

 

   IC:           “It’s (name) from (X) insurance company.”

 

   MA:          “Maybe I can help you, what is the call pertaining to?”

 

                   Inform them if they need any patient information we must have a signed written authorization mailed or faxed to us with patient’s signature.  Without this release, NO information can be provided. 

*NO EXCEPTIONS*

  

 

Note:  If the insurance company needs to speak with any of the professionals regarding the patient, the professional must be given the patient’s folder.

 

  

 

 

 

Script 7

Attorney Calls

 

 

(AT = Attorney)

 

 

 

   AT:           “Hello, this is (AT) and I am calling to speak the doctor about my client.”

 

   CA:           “I will give the doctor the patient’s folder and:

a.   The doctor will be with you in a moment

b.  He / She is with a patient and will call you back shortly.”

                  

                    (If possible, give the doctor the patient’s folder and have him /   her speak immediately to the patient’s attorney.)

 

 

 

Script 8

Potential New Patient from Print Add Calls

 

 

 

 

   PT:           “Hello, this is (PT) and I read your article in the paper and would like to schedule an appointment.”

 

                   (If patient wants more information, have the office director speak to them immediately.)

 

   CA:           (Follow script of New Patient Call)

 

                  

   PT:           “Is there a charge for the evaluation?”

 

   CA:           “To have a consultation and speak to the doctor there is no charge.  However, if an examination is performed, there will be a charge.”

 

                   (Get the patient’s insurance information so we can pre-qualify them.)

 

 

Dr. Mark Studin is a chiropractor and the President of CMCS Management, Inc. The company specializes in helping doctors build strong personal injury practices and can be found at www.teachchiros.com. Dr. Studin also heads up CMCS Post Doctoral Division that offers cutting edge “on-line” continuing education courses that can be found at www.teachdoctors.com.