Probing Scenarios PAAS/ PEAS
After asking the Urgent appointment availability question, the provider's office states they are not an urgent care.
What is the correct probe?
Provider's office only offers walk-ins and does not offer scheduled appointments.
What is the correct probe?
If a patient were to walk-in right now, what time would they be seen by the doctor?
Before making the first call of the day what do you need to have up on your screen?
The Script.
Office Staff: "I completed the survey already! Just email it again to me!"
What is your response?
Unfortunately I am unable to resend it, but I can help you complete it in 5 min or less right now.
Office staff states does not offer non-urgent appointments or appointments in general. (BH provider)
What is the correct probe?
"So just confirming that you do not offer any type of appointments to new or existing patients, correct?"
The office staff state they are unsure if they are the correct person to complete the survey.
What is the correct probe?
Ask if they have access to the providers schedule and can make appointments.
Take a minute to do what 3 things before the first call of the day?
Take a deep breathe, check anything that would prevent you from being your best self at the door, and ensure you have the correct mindset to tackle the day.
Office Staff: "You have called me 5 times today! I am too busy for this!"
What is your response?
I apologize, we are trying to take care of this survey for Dr. John.
Office staff doesn't believe you are calling on behalf of the health plan and asks for the health plan employee ID#.
What is the correct statement?
"I am from QMetrics, a consulting firm conducting the survey on behalf of the health plan"
Provider states their specialty is Psychiatry, but the survey indicates Neurology.
What is the correct probe?
Ask if Psychiatry is a subspecialty under Neurology.
What should you do after you have had a really difficult call?
Shake it off!
What phrase can you use to show the caller you understand?
"I can understand why.."
"I can see why.."
"I realize why.."
When speaking to a live person (office staff/answering service) they state they cannot give any medical advice.
What is the correct probe?
"If for any reason you would encounter a caller who says it's an emergency what would you tell the caller to do?"
Office staff says that there is no provider by that name at that office.
What is the correct probe?
What is the specialty in this office.
When a call begins think of a person you respect or admire. You will what what type of tone? Name all 4
Clear, Upbeat, Friendly, and Respectful.
If the person on the line is having a bad day how do we want to treat them?
Be kind and understanding in all scenarios.
Office staff is not sure if they can answer the survey questions.
What is the correct statement?
The provider's office states that they don't have any availability for urgent or non-urgent patients.
What is the correct Probe?
Do you have any appointment availability for new or existing patients?
Office Staff: "This is a surgery room so stop calling!"
What is your response?
Ok no problem. I will make a note of this and advise management that this phone number is a surgery room."