Scripting &
Customer Service
Customer Service
This is an example of correct scripting when answering the phone.
What is "Thank you for choosing Mercy Hospital Central Scheduling. My name is ___. How may I help you?"
(This answer may vary slightly, so something similar would also be an acceptable answer.)
This is an example of a phrase to avoid when speaking on the phone. It would be better to say "I would be happy to find out for you." Or "It would be my pleasure to look into that for you."
What is "I don't know"?
STAT is a special designation that is meant to be used in case of this. Immediate action is needed to help ensure patient safety.
What is an emergency?
It is important to know that all CTS calls are _____.
What is recorded?
It's important that callers understand that they have reached the appropriate scheduling department by saying this because there are other areas that provide scheduling such as Clinic and Surgery.
What is Hospital?
If a patient or provider is upset and complains, this is something you should do. It is never acceptable to point out blame for an error or a delay in service during a call.
What is stay calm and always avoid the blame game?
Because each location handles STAT orders differently, it's important to ALWAYS review the location specific guidelines in this prior to scheduling.
What is Consumer View?
This is something a scheduler should do prior to scheduling to ensure they're following the provider's request when applicable.
What is checking for an excepted date/requested appointment date or provider comment?
It is imperative to positively identify the patient to ensure that you're speaking to the correct person by asking for these three identifiers before providing information.
What are the patient's name, date of birth, and the last four of the SSN OR their mailing address?
This is something you should avoid discussing while on the phone.
What are controversial topics such as politics or religion?
(Any of the above are acceptable answers.)
All orders default in Epic with a priority of this. If the order should be STAT, the priority must be changed.
What is routine?
This is one of the appointment details that a scheduler should review with the caller before ending the call.
Acceptable answers:
-Date, time, & the duration of the appointment
-Check in time vs. appointment time
-Location instructions
-Patients instructions & prep
If a friend or family member is calling for an update, this must be verified before any information may be provided to ensure that we have the patient’s permission to discuss information with that person. This can be found in the document table in Epic.
What is the PHI or PHI form?
Try to avoid using these when speaking to the patient. Not all patients are familiar with medical terms.
What are medical acronyms and abbreviations?
STAT referrals may be received in several different ways. This is one of them.
Acceptable answers:
-What is called into Mercy Central from a non-Mercy provider (verbally)?
-What is faxed to Mercy Central from a non-Mercy provider?
-What is entered in Epic by a Mercy provider?
When adding a referral note, these should not be used. Notes must be clear and easy to interpret by anyone reviewing them.
What are acronyms and abbreviations?
This phrase is a foundational ideal of Mercy. As the Sisters of Mercy before us, we bring to the life the healing ministry of Jesus through this.
What is "compassionate care and exceptional service"?
Patients will often ask you medical questions or ask for advice. Do not provide medical or clinical advice, opinions, or instructions. Instead, this is something you should do if a patient has medical or clinical questions.
What is advise the patient to reach out to their physician with questions?
What is the priority?
At the very end of each call, always say this phrase in closing.
What is "thank you for choosing Mercy"?