Appointment Basics
This is often the first piece of information asked when scheduling a medical appointment.
What is the patient's name or date of birth?
This is the act of fully concentrating, understanding, and responding to a caller.
What is active listening?
The first step in addressing a caller's concern or problem.
What is understanding or identifying the issue?
The phrase to use when needing a moment to retrieve information or assist a caller.
What is "Please hold" or "One moment, please"?
This is the location for the most recent, updated Booking Guide SOPs.
What is the "PAS Fort Hood" Teams Channel?
This is the recommended script to begin every call.
Good morning/afternoon, thank you for calling Patient Appointing Services. My name is.... may I please have the patient's DOD ID or SSN?
A technique used to ensure understanding by stating in your own words what the caller said.
What is paraphrasing or restating?
This is done to ensure that the problem has been fully resolved or to prevent future issues.
What is following up?
The essential trait that involves ensuring a caller's personal and health information remains confidential.
What is privacy or HIPAA compliance?
This is the authorized scheduling for patients empaneled to CRDAMC.
What is "First Call Resolution Booking Priority?"
This word describes a prearranged meeting with a medical professional.
What is an appointment?
The type of questions that can help gather more specific information from the caller.
What are open-ended questions?
A method used to handle multiple tasks or calls effectively.
What is multitasking or prioritization?
This refers to the ideal tone to maintain throughout a call, especially with frustrated callers.
What is a calm and neutral tone?
DD Form 3024 must be completed prior to scheduled appointment or ir will be cancelled.
What is PHA appointing?
This term refers to an appointment scheduled to assess a patient's health condition after a surgery or treatment.
What is a "follow-up"?
This is the principle of providing information to callers in a clear, concise, and simple manner.
What is the Keep It Simple, Stupid or Keep It Short and Simple?
The action of referring a caller to another department or specialist for further assistance.
What is transferring or escalation?
The best practice when you don't have an immediate answer to a caller's question.
What is "I don't know, but I will find out for you"?
An attempt to contact the patient has been delivered three times (first message NLT day 3 and final message no earlier than day 14), or if the patient's contact information is not valid.
What is cancelling/closing referrals?
This is the term for a tool or software used to manage incoming calls and distribute them to available agents.
What is TMetrics?
A method where one stays calm and uses statements like "I understand" or "I can see why you feel that way."
What is Listen, Apologize, Solve, Thank?
This type of call involves an urgent medical situation and should be immediately directed to appropriate medical personnel.
What is an emergent or urgent concern?
The protocol to follow when dealing with a caller who is verbally abusive.
What is remaining calm, setting boundaries, and, if necessary, ending the call?
Patients who are experiencing any of the listed SYMPTOMS should be directed to call 911 or go to the nearest Emergency Department for immediate medical attention!
What are emergent concerns?