Payment
Patient refuses to place payment method on file
Credit Card (CC) Refusal Script
Broadcast opening script
TB-Therapist Broadcast Scripting & Best Practices
Objection: Wants to go into a clinic
What Does Luna Provide?
Updating Payment Method Via App
Patient doesn't have email or cellphone
Objection: No Email or Cellphone for TB
Script read at end of call after patient is scheduled
Call Closing Scripts
When was Luna started
Script to ask for CC
Credit Card Script
Broadcast is taking too long
TB Objection: It's taking too long to get picked up
Patient wants therapist name prior to scheduling
Patient Objection: Wants Therapist name prior to scheduling
List of all channels in Slack
Patient wants to know if they will receive the late cancel fee if their therapist cancels on them
Objection: Will I get $90 since the therapist cancelled short notice?
Patient says their therapist already scheduled them
Objection: "My Therapist already got me scheduled"
Patient does not want to provide a referral
Objection: Does not want to provide a referral
Objection: No email address/Does not want to provide
Patient wants to remove their CC
Remove credit card from file
Patient therapist requested is not available (this is not a therapist referred patient)
Objection: Therapist requested not available (Not the Referral Source)
Verifying if patient has been discharged from HH
HH Discharge Verification
Needs help getting app
How to download the Luna Patient App