Basic Scripting
Best practice customer service greeting.
What is "Thank you for choosing <Brand – Clinic> or <Upstream Physical Therapy> new patient scheduling. This is <NAME>. Are you calling to schedule your initial evaluation?"
What is "I don't need therapy."?
Efficient way to obtain information needed for a transfer.
What is "If you let me know what you are looking for, I can get you to the right person/department."?
“Let’s get you in for one visit so the therapist can set you up with a home exercise program to prevent your symptoms from coming back/ keep you feeling better.”
What is "I don't need therapy"?
What to say to determine if a patient that is rescheduling requires a transfer.
What is "Are you rescheduling your Initial Evaluation?"
“Let’s set you up with a virtual care visit just to see what the therapist says and make sure there isn’t anything else you should do.”
What is "I don't need therapy"?