Money
"You owe $$ today."
"I can assist you in making your co-payment today of $$$."
"We do not have any openings until 7pm."
"Our next available opening is at 7 PM, and I'd be happy to reserve that time for you."
"Did you give them any medication at home/before coming here?"
“Can you tell me if they’ve taken anything for this so far?”
“What medications have they had recently, if any?”
"When was the last time they had medication?"
"Why did you do that?"
"I really want to understand your thinking, can you help me understand your thought process here?"
“Nothing ever changes here.”
“We are growing quickly and have room for improvement. Let's brainstorm some small changes we could start with."
“You have a past due balance”
“My system is showing an existing amount of $$$, have you already spoken with our billing team regarding this?”
"We cannot see you for 3 hours."
"The next available time we can see you is in about 3 hours."
"I'm sorry, the other staff member didn't do this right."
“Let me double-check this and make sure everything is set for you.”
“It looks like there was a small mix-up, let me take care of it for you.”
“I see what happened here, and I’ll make sure it’s corrected.”
“Thank you for your patience, I’ll get this fixed right away.”
"That is not the right way to do that?"
"Let’s try a different approach that tends to work better."
"They always make this mistake!" (about a team mate)
(to the teammate) “Let’s review this together so we can prevent mistakes as a team.”
“You have an outstanding balance of $350 that you need to pay.”
“I see that there is an amount of $350 associated with your account. Have you recently made a payment?”
If not > “I would be glad to assist you to make a payment today and/or connect you with our billing team to set up a future payment”
If so> “Perfect, I will make a note of that for our billing team to let them know it is coming”
"I can schedule you later today."
“We would love to see you today and can get you scheduled at 12:30pm”
“Why didn’t you follow instructions?”
“Can you walk me through how you’ve been using this? We can clarify together.”
"You're wrong"
"I see it a bit differently, can I share my perspective?"
"I think there might be another way to look at this."
"Actually, I believe the answer might be something else, let’s double-check our policies."
"I don't know."
"That's a great question, let's find the answer together!"
“You must pay this amount before we can see you”
"We need to collect a payment of $$$ to continue scheduling you an appointment today"
"There is a long wait."
"Thank you for your patience—there’s a bit of a wait right now, but we’re working to see you as soon as possible."
"You will get a call back from an advice nurse within an hour"
"We do not have advice nurses on staff, however I am happy to run your concern past the RN/provider on floor and see if it would be best to have you come in for an evaluation. One of us will give you a call back as soon as possible between our clinic patients. You are also welcome to come in for re-evaluation as well."
“We’ve always done it this way.”
“This is the process we’ve been using, but we're always open to new ideas.”
"Did you hear what they did?”
“Let’s stay focused on our work, I’d rather not gossip.”
“Did you know you have a past due balance that was sent to collections?”
"My system shows there’s a past-due amount on your account that’s been sent to collections. I am able to assist you in making a payment today and/or I can have our billing team reach out to assist you?"
"I cannot schedule you until the tech looks at this order and makes sure it's correct."
"Thank you for trusting us with your care. I can place you on the schedule at XX:XX (always 1 hour out). This will give our tech enough time to ensure everything on the order is correct and get set up for your exam."
“I already know what’s going on.”
“What symptoms have you been experiencing?"
"I understand you have been having a severe cough and nasal congestion, is that correct?"
“You are taking another break?”
“Can we talk about how we’re dividing the workload so it feels balanced?”
“I don’t trust them to do their job.”
“I’ll communicate clearly so we’re all on the same page."
"I'll offer my assistance if they have any questions about this task"