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.,

Quality Assurance Match Up

만든이
퍼가기

순위표

비주얼 스타일

옵션

템플릿 전환하기

자동 저장된 게임을 복구할까요?