INTEGRAMED AMERICA, Inc. / POLICIES & STANDARD PROCEDURES
Subject:
Call Center Inbound Call – Established Inquiry in SalesForce / Number / Revised Date: / Page
1
/ Responsibility /

Call Center Manager / Supervisor

Approved by
Organizations Affected / ATTAIN FERTILITY CENTERS

POLICY

·  Provide information to the caller which will aid them in making a decision to schedule an appointment.

·  Placing tasks to follow up with the caller, will ensure continued contact, with the goal of scheduling an appointment as the end result.

RESPONSIBLE PARTY

·  Call Center Manager /Supervisor is responsible for the personnel involved with this activity.

STANDARD OPERATING PROCEDURE

·  Inbound call comes into the Call Center, answer the call “Thank you for calling Practice Name, this is XXXX, how can I help you today.”

·  Capture the caller’s name, search for their account in SalesForce, ask the caller to state their date of birth to verify that the correct patient has been located in SalesForce.

·  Verify information entered into SalesForce is accurate, update if indicated.

·  Review account to ensure that contact information was captured. If needed enter the information into SalesForce.

·  Proceed to activity history to understand what occurred in the caller’s previous interaction.

·  Answer all questions, and ask the caller if they would like to schedule an appointment.

·  If the caller is not interested in scheduling an appointment, note if there is any change in the decision status, and proceed to activity history, log a call, and

place a follow up task.

·  Time interval for follow up will be based on the conversation with the caller.

·  If the caller is interested in scheduling an appointment, save any changes made to the record and click send to vision button.

·  Go to Misys, collect additional information on the male partner, link the female / male, and schedule the appointment.

·  Confirm with caller the location that they would like to be seen at, if the practice has more than one location for new patient appointments.

·  Proceed to open activities to schedule follow up tasks for appointment reminders. These reminders will occur one week prior to appointment, and then two days prior to appointment.

·  Verbally confirm with the caller, the day / date / time / location of their appointment, and the name of the physician with whom they have their appointment with.

·  End the conversation with asking the caller if they need any additional information, and thank them for their call.