Inbound
What does the "offer to help" look like in the conversation?
Any "I" statement that takes ownership of the call. EX: "I can help you with this..."
What should your greeting include?
Name, UAB Medicine, and the department you're calling from.
When do we use this script?
When IDX prompts us patient is out of network
If a patient has never been invited, what's the best practice?
Ask if they are interested and mention some of the benefits of the portal.
A patient calls stating they are experiencing chest discomfort. What is your best course of action?
Follow Red Flag word protocols.
When do you restate the caller's name in the call?
As soon as you obtain it or before completing the request.
For telehealth appointments, what info should your script include?
How they prefer the link be sent, and reminders to use wifi, be in a quiet, secure area, and be within AL state lines.
Where should it fall in conversation?
Before completing the request.
If a patient expressed they do not want to join, what are your next steps?
Mark their invitiation as declined in IMPACT
A patient's daughter is calling, and they are in distress; "Are you sure you can't work them in sooner? I am worried about them." What's the best type of response?
Empathetic, understanding, solution oriented.
What does the recap look like?
Restating what you achieved during the call, emphasizing the most important information.
What information is verified on each call?
Name, DOB, EMAIL, Address, insurance, and phone.
What do we tell patients with ONEX UHC policy?
We are unable to schedule under this insurance plan. Please call the member services number on the back of the insurance card to learn which providers and facilities are covered under this plan.
What are benefits the portal offers?
See appointments, labs, message doctors, request refills, etc.
A patient is confused by information we are providing them about appointments. What is the best course of action?
Start over- explain exactly whats scheduled, when, where, etc. and ask them along the way if everything is making sense.