New Patient Phone Call

File: PMA Members>Practice Management>Front Desk

NEW PATIENT PHONE CALL

Sample Script

The following information is a guideline which should be customized for your specific office.

Patient makes phone call to office and CA answers …

CA: “Thank you for calling Sample Chiropractic, this is Mary, how may I help you?”

PT: “I would like to make an appointment.”

CA: “That’s great! When was the last time you saw the doctor?”

PT: “I haven’t been to your office yet.”

CA: “That’s fine, let me get a little bit of information from you and then we will get you scheduled as soon as possible.”

CA: “Is this visit for you or your family?”

CA: “What is your name?” Could you spell your first and last name for me?”

CA: “What is your address?”

CA: “And your daytime phone number please.”

CA: “ ______________, your date of birth is?”

CA: “Who may we thank for telling you about our office?” (This is an indication of which doctor to schedule the patient with.)

CA: “Did you use the yellow pages to find our phone number?” If yes, “Was it the SBC Yellow Pages or the One Book?

CA: “ Is this visit for a specific problem or for wellness care?” If for a specific problem, “What is the problem?”

CA: “Is this condition related to a work injury or result of a car accident?”

CA: “Will you be expecting your insurance company to contribute to your care?” If yes, “What is the name of the company?” "Please make sure to bring your insurance card with you when you come to your visit."

CA: “O.K., let me take a look at Dr. _____________’s schedule. Please hold, I will be right back with you, O.K.?”

CA: “Dr. __________ could see you at 10:00 or 3:00 today, which one would work best for you?”

CA: “Let me give you our address and some directions on how to find us.

CA: “Well great ___________, we look forward to seeing you at _________ on ________________. Thank you for calling.”

More Information on The Script For The New Patient Phone Call

"When was the last time you were seen in our office?" This should be the first question after answering the phone. When the patient answers "I've never been there" you will know that they are a new patient.

When you receive a new patient phone call, pull out a New Patient Form. These forms should be readily available at your front desk and wherever an incoming phone call could be answered (i.e. insurance office, etc.). Follow the form by asking the first question “Is this visit for you or your family?”

Some of the questions may seem odd, however, they are meant to send a message to the new patient and set the tone of our office. For example the first question is telling the patient that we are a family practice and we want him/her to bring in his/her spouse and/or children.

The patient will want you to schedule him/her right away, but it will be necessary for you to maintain control of the telephone conversation. You can say the following:

· Let me get some information from you Mr. Jones, and then I will get you scheduled as soon as possible. O.K.?

· Is this visit for you or your family?

· Please spell your first and last name for me.

· What is your address (get city and zip code too)?

· Mr. Jones, what is your daytime phone number?

· And your date of birth?

· Who may we thank for telling you about our office?

· Did you use the Yellow Pages to find our telephone number? If yes, SBC or One Book? Is this visit for a specific problem or wellness care? If specific problem, What is the problem?

· Is your condition related to a work injury or result of a car accident?

· Will you be expecting your insurance company to contribute to your care? If yes, What is the name of your insurance company?

Make notes of any important information the patient reports to you and be sure to inform the doctor.

Next, schedule the patient a.s.a.p. for a 60 minute appointment. You should always try to get the patient in on the same day if possible. Remember, 8:00 a.m. to 9:30 a.m. and 4:00 p.m. to 6:00 p.m. are the times you want to steer-away from. These are the times our patients whom are already on treatment plans will want to come in.

If it is necessary to schedule late in the day, check with the doctor to see if he/she could possibly stay late or work through lunch. Let the patient know the doctor is slightly inconvenienced and doing the patient a favor and this appointment time will not be available in the future. “Mr. Jones, if you are in pain and need to see the doctor today, please come in at the end of our office hours. I have checked with Dr. ____________ and he/she will be able to stay late for you tonight.”

Finally, give the patient the office address and directions on how to find it.

At the end, you can say:

“Great Mr. Jones, we look forward to seeing you this afternoon at 3:00. The doctor will do his best to help you with your problem. Thank you for calling.”