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.
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
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 are benefits the portal offers?
See appointments, labs, message doctors, request refills, etc.