Call Center Fundamentals
This status should be used when you are actively taking inbound calls.
What is idle?
This should always be conveyed when speaking with patients.
What is confidence and empathy?
Before scheduling surgery, this must be verified.
What is surgeon availability?
These lens implants are designed to reduce a patient's dependence on glasses after surgery.
What are premium or advanced technology?
This is what you should do before placing a patient on hold expected to exceed more than 3 minutes.
What is offer a callback?
If you don't know the answer to a patient's question, you should do this rather than guess.
What is research or ask for help?
This process determines whether a patient should be routed through a co-management pathway.
What is the CoFi Decision Tree?
What is a Toric lens?
Patients can hear this through the phone even though they can't see you.
What is your smile/tone of voice?
This technique helps ensure patients understand important information.
What is check for understanding/recap important information?
Retina doctors use this to schedule.
What is a Retina Checklist?
This lens uses UV light to create customizable vision for the patient.
What is an LAL lens?
This cost estimate is found on what to help ensure surgery pricing and self-pay balances are accurately given to the patient.
What is the Report Server?
A patient who feels heard is more likely to be this.
What is satisfied/confident?
These two documents are a leadership priority to ensure patients complete prior to surgery.
What are the PPQ and Lifestyle Questionnaire?
This laser creates the incisions for the doctor and can also create limbal relaxing incisions to help with small astigmatisms.
What is a femto-laser?
This new payment processor is replacing Converge.
What is Rectangle?
This phrase is preferred over "I don't know."
What is "Let me find that information for you".
What is the Patient Responsibility?
This package has lenses that offer all three ranges of vision.
What is Package A?