Positive Action Statement - Saying I can help with that after the patient states why they are calling., Standard Greeting - Thank you for choosing Forefront Dermatology, my name is ____, how may I help you?, Patient Verification - Full name, date of birth, and address, Confirm Phone and Email - Verifying phone number and email the call, Verifying Insurance - Asking what the name of their insurance is, as well as if it is thru an employer & HMO/PPO, Asking Probing Questions - Asking questions to help guide the call. I.e. Have you been seen with us before? AND What do you need to be seen for?  , Active Listening - Not interrupting the caller, understanding their request, and remembering important facts. Avoiding sudden noises and jargon., Call Recording Disclosure - Informing the patient on an outbound call that our call is recorded for quality and training purposes, Communication Skills - Proper grammar, pace, volume. Speaking in a clear, concise manner. Staying calm, empathetic, welcoming and adjusting to the callers tone., Leading the Conversation - Asking open-ended questions, takes control, provides details, and attempts to capture the appointment., Professional Demeanor - Do not divulge information that might make patients question the integrity of the company. Complies with HIPAA regulations., Courtesy - Sounding helpful, upbeat, friendly. Frequently uses words/phrases like please, thank you, of course, my pleasure., Explanation of Actions - Minimize extended periods of silence by explaining to the caller what it is you are doing.., Managing Customer Expectations - Verifies patient's preferred clinic location, clinician, date/time. Offering alternate options, like a different location, clinician, waitlist., Hold Procedures - Asking caller for permission to put them on hold and waiting for their response that it is okay. Checking back in with them if on hold for 2 minutes., Alert When Returning from Hold - Rejoin the call and either apologize for the hold or thanks the caller for holding., Referring Physician Field - Adding the clinician's name that referred the patient to us. This field will always be blank unless you are rescheduling a referral., Marketing Tab - Documenting how the patient heard about Forefront Dermatology for all new patients and all established patients if it has been over 2 years since they were last seen or if they mention a mailer, Recapping the Call - Review appointment date/time, clinician, and full clinic address, Items for Appointment - Arrive 10 minutes early and bring photo ID, insurance card, copay, list of medications and that a mask may be needed, Appointment Reminder - Patient will receive a reminder starting 5 days in advance to the appointment, Pre-Registration - Letting the patient know that they will receive a text and email with a link to check in online prior to their appointment, Clinic Kiosk - Letting patient know they can check in on the kiosk when they arrive, Closing the call - Ask if there is anything else you can help with before the end of the call.,

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