Create a Scenario on Proper Telephone Etiquette

Scenario:

Me: Good Morning and thank you for calling the Peoples Clinic. This is Francine Rodgers speaking. How can I help you today?

Patient: I am calling to schedule an appointment to see the doctor.

Me: I am happy to assist you with that. Have you ever been here before?

Patient: Never.

Me: No problem. What is your name?

Patient: My name is Jane Doe.

Me: What is your address and phone number?

Patient: My address is 312 N. Keller Street, Apt. 23, Chicago, IL 60600, and my phone number is 555-894-0909

(Phone rings)

Me : Excellent, can you hold please. I have a caller on line for a few moments.

Patient: Sure.

Me: Thank you.

1. (Patient is put on hold)

2. Took telephone message from another caller using the following message form:

EXAMPLE

3. (Returned to caller after two minutes)

Me: Thank you for holding. Now let’s recap, you gave me your name, address, and telephone number. So, what is your birthdate?

Patient: My birthdate is December 13, 1968.

Me: Wonderful, when do you want to come in?

Patient: Do you have any available times next week?

Me: Yes, I do. Do you prefer mornings or afternoons?

Patient: Mornings are good?

Me: OK, I have an opening on July 5, at 9:00am to see Dr. Lee. Is that OK?

Patient: Yes, that works.

Me: Great. So again your appointment will be July 5, at 9:00am to see Dr. Lee. Do you have any type of medical insurance, or are you going to pay in cash?

Patient: Yes, I have Medicaid.

Me: Perfect, do you know if you have HMO?

Patient: No, I do not have HMO. Why are you asking me that?

Me: I am asking you because this clinic does not accept HMOs, and I do not want you to come here just to be turned away because you do not have the type of coverage that this clinic accepts?

Patient: Oh, I see.

Me: OK, so please arrive at least 15 minutes early to complete your paper work and insurance verification. Please bring all medications that you currently take and expect to be in the clinic at least 90 minutes because you are a new patient. Do you know how to get here?

Patient: Yes, I do. You are across the street from the McDonald's on Main Street.

Me: Yes, that is correct. Is there anything else I can assist you with before we end this call?

Patient: No, not at this time.

Me: Great, now remember if you are not able to keep your appointment, call within 24 hours so we can reschedule it. OK?

Patient: OK, thank you.

Me: Thank you for calling the Peoples Clinic and have a good day.

Patient: You too

(Patient hangs up first and ends the call)