Book It/Got It
TAV- What are the instructions you must provide when booking a TAV?
1. Please wait up to 30 mins after the appointment time is case the clinician is running behind.
2. The call might come through a private or blocked phone number so please don't screen your calls.
3. Please remove any spam blocker you may have to ensure the call comes through.
That sounds like a YOU problem.
Suggested MSL:
"Let's see what we can do to help with that"
"I can understand why that's frustrating" (Here's what I can do on my end)
"Let's walk through the next best steps together"
Play
What is your favorite activity to do outside of work?
Movies
What movie doll wore pink everywhere and had a huge movie in 2023?
Answer:
Barbie.
In which video game did Super Mario first appear?
Donkey Kong
DOV, walk-ins-What is the MSL you must provide the caller when booking a DOV or instructing to walk in?
Mask instructions-
“Please wear a mask when the facility requires it or if you (or your child) have a cough, sore throat, cold symptoms."
Bonus question: What is the age (? and above) that makes instructions apply to?
Get off my phone.
Suggested MSL:
“I want to make sure I’m respecting your time, so let’s focus on the next best step.”
“I’d like to help bring this to a close by summarizing your options.”
Introductions
What is one thing you would like someone who just met you to know about you?
Zodiac
What summer Zodiac sign begins in July?
Answer: Leo
Which Chess piece can only move diagonally?
The Bishop
Mandatory Question: "Is there a chance this problem/concern is work related?"-Pt states they have an ear infection. Do you ask?
Yes, it is a mandatory question. Treat it like a priority question.
Best practice: Acknowledge you Pt concern but you must still ask. Sample MSL: Mandy, I heard you say that you have an ear infection, but I must ask is there a chance this could be work related?
This shows active listening and ownership of the call.
You called me! What do you want me to do?
Suggested MSL:
“I can hear this has been frustrating, and I want to help with the part I’m able to support.”
“I understand why you’re upset. What I can do is help with the next step from here.”
“I may not be able to change that piece directly, but I can help guide you on what comes next.”
“I want to make sure you leave this call knowing what options are available from here.”
Talents
What's a totally random skills you have?
Pop Star
What singer is known for the Eras tour?
Answer: Taylor Swift
Name this song and artist
Lyric "Tommy used to work on the docks. Unions been on strike"
"Living on a Prayer", Bon Jovi
Emergent calls-Does the Pt have to say "YES" to an emergent question?
No.
Err on the side of caution- If there is uncertainty or a grey answer, that is a yes to the emergent symptom and goes to the RN.
That's definitely not how this works.
Suggested MSL:
“I can see how that would be confusing, let me go over what the process looks like"
“I'm glad you called. Let me help clear that up.”
Quirks
What is a silly little thing you do that no one would guess about you?
Sports
What do you call the event before the Super Bowl season ends?
Answer:
Playoffs
What is the singer Rihanna's birth name?
Robyn Fenty
Non-Member workflow- a caller states that they should have coverage, their work is fixing it. May they get services? What if they say "Believe me" policy?
No
Now we are going in circles.
Suggested MSL:
“I want to make sure I’m helping in the best way I can.”
“Let’s look at what I can help with from here.”
“What I can do is help with the next step.”
“I’d like to help move this forward.”
“Here’s what I can help with today.”
Joy
What's something that always makes your day better?
Food
This Italian dessert is made with coffee-soaked ladyfingers and mascarpone?
Answer: Tiramisu
Name this song and Artist
Lyric " I never meant to cause you any sorrow. I never meant to cause you any pain"
"Purple Rain", Prince