Discuss and develop a policy for answering the phone at a chiropractic office. Write out the training procedure step by step and the 1st person in each group will post it on the blog. There should be at least 5 steps. This assignment is worth 1 point and is due 9/12/2011.
Group 16 discussed this via email:
ReplyDeleteCT: Good afternoon, this is the chiropractic clinic you are speaking with____. How may I help you?
CT: secondly ask for their full name and d.o.b if established patient. otherwise get their full name.
if caller wants to schedule/reschedule:
- Great! I will look for a time/day that is most conventient for you.
Ask for time/day that they prefer. If that time is not available ask for a time that is closest to it and otherwise let them know the day closest with that time slot.
if caller wants to talk to the chiropractor:
- Get their phone number and tell them the chiropactor will call them the same day after his shift.
- Emergency: get a brief description on the situation and let them hold or call them back. Make sure you tell them you are going to ask the chiropractor asap! And that you will call them back right away.
If caller wants info about chiropractic: have the CT grab the "Chiropractic info sheet" that is behind the counter to make sure that what they say is accurate.
If CT has a question that she cannot answer. tell the caller the stay on hold and ask other personel or the chiropractor.
CT: Always be curdious to the caller, even when the caller is upset.
Always address the caller by their last name.
Always wish them a great day and tell thank them for calling
Group 7 said:
ReplyDeleteNew practice member phone call:
"It's a great day at ____ Chiropractic, this is ___ how can I help you?
1. Great, what is your name?
2. Mrs Jones what is the best number to reach you at?
3. Mrs Jones who can we thank for referring you?
4. Is this appointment for you and how many members of your family?
5. Great, when can we schedule you with Dr. ___? Would mornings or afternoons work better? Tuesday or Thursday? Great 11am Thursday.
6. Do you know where we are located?
7. Give directions if necessary, repeat date and time of appointment and direct to website to fill out forms onlne to save time in office.
Calling to set up an adjustment:
Same greeting as above & #5 Would morning or afternoon work better? Monday or Tuesday? Does 3pm Tuesday work for you?
Great we'll see you at 3pm Tuesday.
Calling to speak to the Dr:
Dr.____ is currently busy serving our wonderful practice members. Can I take a message and have him/her call you back later today? Or is this an emergency? If it is not an emergency have CA take a message and have the doctor return their call withing 24 hours. If it is an emergency/not sure if it is an emergency have them speak to the office manager or refer to the ER.
Call wondering how much it will cost/how many visits they will need/when they will get adjusted:
Same greeting as above and answer "Every person and case is different. It is difficult to be sure what the cost will be/how many visits they will need/when they will get adjusted/whether they will need x-rays, etc. before the doctors has had a chance to evaluate you and determine what care you will need/what cost/etc. We do offer a complimentary consultation, so the doctor can determine the specifics of your case and estimate the costs before you incur any charges"
Group 24 said:
ReplyDelete"Welcome to the office of Dr. _______, this is ______ speaking, how may I help you today?"
If they are a new patient:
1-"what is your name, address, telephone number, and best time to reach you at?"
2-"would you prefer to come in mornings or afternoons?"
3-"do you have health insurance or will you be paying with cash?"
4-"have you previously seen a chiropractor for this or any other condition?
5-"were you referred to our practice?"
conclude with their scheduled date and any additional information they may need to know.
If they are an existing patient:
1)"would you like to schedule an appointment?"
2)"what day works best for you, and time of day (morning/afternoon)"
If they need to talk to the Doctor:
"Dr. ______ is busy at the moment, can I take your name and number and he will be sure to return your phone call. If this is an emergency, please hang up and dial 9-1-1.
If they need help to get to the practice:
-"Do you know where we are located at?" Give them simple directions how to get to the office."
If they have billing questions:
-Be sure to identify the patient with name, address, and other identifiable information, and then assist them with their questions.
Group 21:
ReplyDeleteNew Patient:
__________ Chiropractic, this is _____________(CA NAME), how may we help you today?
Good! What is your name?
Ok. What is your address? What is your telephone number that we can reach you?
Good. Who is your insurance provider?
Is there a day that you were looking at this week? Do you like mornings or afternoons?
So, ___________(day) at _______time. We will see you then.
Please bring your insurance card to this visit so that we can make a copy of it.
Do you know where our office is located?
Thank you. Goodbye.
Established Patient:
__________ Chiropractic, this is _____________(CA NAME), how may we help you today?
Hi _______ (patient name). When was your last appointment with Dr. ________?
When would you like to come in? Do mornings or afternoons work better for you?
So, ___________(day) at _______time. We will see you then.
Call for Doctor:
__________ Chiropractic, this is _____________(CA NAME), how may we help you today?
I’m sorry Dr._________________is busy with patients. May I get your name and number and left the Doctor know that the call is regarding?
Thank you ________________(caller’s name).
*If the patient is calling based on an emergency. Then the C.A. will get a brief description of the complaint. Notify the doctor as soon as possible. Depending on the circumstance the doctor will see the patient the same day or tell them to go to the emergency room.
Seeking Chiropractic Care:
__________ Chiropractic, this is _____________(CA NAME), how may we help you today?
We can’t give you an exact cost of your care, but depending on the services you receive here varies. Visits can include but are not limited to evaluation, x-rays, adjustments, physiotherapy, and consultations, etc.
Would you like to schedule an appointment?
Thank you. And please let us know if you would like a tour of our office in the future.
All C.A.’s have a positive attitude and are courteous when answering the telephones.
Group 6:
ReplyDelete1. Let the phone ring 3 times before answering.
2. Answer in the phone by saying “ ______ Chiropractic office, this is _______ speaking, how can I help you?”
3. Remain professional and friendly at all times.
4. New patients: Get name, date of birth, phone number, address and whether they will be insurance, cash, personal injury or workers compensation prior to hanging up.
5. For new and established patients: block schedule appointment next to an already scheduled appointment.
6. Do not give medical advice, not even instructions for ice or recommendations for over the counter medication. Take a message using the message book beside the phone and tell them the doctor will call them back. Be sure to include the patient’s name, telephone number, reason for calling and time that they called. Pull the patient’s file and give the message and file to the doctor.
7. For billing and scheduling inquiries have the patient verify their identity by stating their date of birth, address or social security number before discussing any information.
8. For new patients: Instruct them to come 15 minutes early to fill out paperwork, or go online and print off the forms to bring with them. Let them know that this visit could take 45 minutes to an hour.
9. End the conversation by thanking them for calling and re-stating their appointment time.
Example: “Thank you for calling _____Chiropractic office, see you at 3:15 on Wednesday.”
Phone rings, employee picks up…
ReplyDelete“Good morning/afternoon/evening, this is ______ Chiropractic Health Center, How may I help you?”
New Patient:
Ask for full name, phone number, and appointment preference (day/night).
Ask how patient plans on paying for treatment.
Ask if he or she has any questions about clinic.
Notify patient to arrive 15-20 minutes early to fill out paperwork or come to clinic with paperwork filled out (obtained from the website).
Established Patient:
Ask for full name, phone number, and date of birth for identity confirmation.
Scheduling: Established Patient
Ask patient what time of day works for him or her. State available appointment times and book the patient for his or her appointment time. If all available spots are taken, converse with doctor to make suitable arrangements if no other plans can be made.
Miscellaneous Questions:
Directions, office hours, speak with doctor.
Front desk employees will answer any miscellaneous questions with regard to office hours and directions. If they need to speak with the doctor, ask them to politely hold and ask the doctor if he or she can speak on the phone. If the doctor is busy, take the caller's name, number, and message to give to the doctor when he or she is finished.
Closing:
“Thanks for calling, and have a great day.”
Always confirm his or her next appointment when stating goodbye.
Remain courteous and professional.
Do not release any medical information over the phone.
For billing inquiries, ask for pertinent information to confirm identity.
Instruct patient to come into the office and speak with the doctor if he or she has any medical or chiropractic concerns.
Group 11 had a group meeting and discussed the phone protocol.
ReplyDeleteAnswering the phone:
1. Answer the phone with "Thank you for calling _______ Chiropractic office. This is _______ . How can I help you?".
2. For new patients: Ask "have you ever had chiropractic care before?" , Ask for insurance information, Inform the patient about the expected duration of an initial consultation. Notify the patient to come early to fill out paperwork. Lastly ask if there are any questions.
3. Established patient protocol. Ask for the patient full name, phone number, and date of birth. Confirm as an existing patient, check for available appt. times and schedule for desired time. Ask if they have any questions.
4. Professional colleague or associate. Ask for full name and phone number. Ask if they would like to leave a message. Tell them that the doctor is busy and he will return the call as soon as possible.
5. All other phone calls. Answer the question immediatly if the receptionist is qualified. All other inquiries, should be noted and calls returned at the doctor's earliest convenience.
End phone conversations. "Thank you for calling _________ chiropractic office, and unless you have any other questions or concerns, we will see you ________ at ___________."
We discussed this as a group in person.
ReplyDelete1. Before the phone is to be picked up staff member should be focused on the phone call.
2. Answer with a preparatory greeting such as "Good Morning or Good Afternoon." or any special occasion.
3. Follow it up with your the business name such as "ACME Care"
4. State who you are. "This is Peggy"
5. Follow with a Question. "how can I help you" or "how can I assist you"
6. Communication note pad should be next to the phone and all phone call logs should be written down.
group 1 discussed before and after class
ReplyDelete1.let the phone ring twice while looking into mirror.
2. Answer the phone and say,good day ________ Chiropractic this is ______, how may I help you?
3. If the phone lines are busy,write the patients name and phone number down and let them know you will be right back with them.
4.Answer the phone int same manner as number 2, except instead of saying how may I help you?, say please hold i have a patient on the other line, I'll be right back.
5. back to the original patient. Look in the mirror again and say thank you for holding, how may I serve you?
6. If the person needs to talk to the doctor. tell them the doctors is busy at the moment and write down there name, phone number, and a brief message.
7. If it is a emergency take a name, a very brief message, tell them if the condition is getting worse go to the Emergency Room, and I will give the message to the doctor right when he comes out of the adjusting room.
Group 9
ReplyDelete"Good morning/afternoon, ______ Chiropractic office, ______ speaking, how may I help you today?
Throughout entire call use proper grammer, speak clearly, speak intelligently, and be polite!
-If they are a new patient it is importat to get their name, number, and address. This way we can get them into the computer with basic contact information or incase the call is ended early.
-Ask caller if they would prefer mornings or afternoons, ask about their insurance and if they have any, ask if they were referred to our clinic and by who, and ask if they have ever seen another doctor or chiropractor for this conditon before.
-Conclude this conversation politley by giving them their appointment date and time, ask if they have any other questions, and inform them that they will be getting a reminder call before the appointment.
-Existing patients are treated the same way, except only ask what works best for them, morning or afternoon, specific days of the week, etc. Inform them of their appointment time and date and politley end the conversation.
-If the case is an emergency have the patient hang up and call 9-1-1, or ask if they need assistance in calling 9-1-1, but make sure to get their name, number, and address first.
-If they would like to speak to the doctor, tell them doctor ______ is busy at the moment, and he will return your call as soon as possible.
-If they have billing questions, be sure to identify the patient with name, address, and other identifiable information, and then assist them with their questions.
-If the patient needs directions or help getting to the office, refer them to the website, or take the time to give them proper directions using main roads and notable buisnesses for reference.
-If anything else comes up in a phone conversation use your best discretion to answer the questions. Remember not to talk about personal things, make personal calls, or break any laws reguarding HIPAA or any other ethical codes.
General:
ReplyDelete-Answer the phone saying, "ABC Chiropractic, this is ____. How can I help you?"
-If the caller does not give you his/her name, ask for it and write it down immediately.
-If you do not recognize the name, say "When was the last time you saw the doctor?"
New Patient
-If it is a new patient, gather the patients information-name (which you should already have) and phone number.
-Schedule the appointment. Do so by asking what day of the week works best. Then ask if mornings or afternoons are better.
-Ask if the patient knows where the office is located and give directions if necessary. Next, explain to the patient what to expect on his/her visit.
-Direct him/her to the website to print and fill out any needed paperwork prior to their appointment and remind patient to bring necessary insurance information with them.
-End the call by saying "We look forward to seeing you on (date and time). Please call if you have any questions prior to your appointment. Have a great day!"
Established Patient:
-If it is an established patient, schedule the appointment in the same way. Day of week? Morning or afternoon?
-Again, end the call by confirming/repeating the appointement to the patient and wishing them a good day.
Calls for the Doctor:
-If the caller requests to speak with the doctor, take a detailed message and inform him/her that the doctor will return their call promptly.
-The message should include name, phone number, date and time of call, brief description of the nature of the call.
1. Greeting proper for time of day
ReplyDelete2. This is ____ Chiropractic, how can we help you today
3. Be focused on the call and polite to the caller at all times
4. Record any information given by the caller; if they need to speak with the dr. take a message and tell them the doctor will call them back.
5. Give directions to the office if its a new patient; set up an appointment; do not discuss payment or identifying information aloud.
1. Greet the patient on the phone and say thank you for calling ____ chiropractic how may I help you?
ReplyDelete2. Make sure that you are listening to the patient.
3. Make sure that you get the patients name and schedule them either as a new patient or established patient.
4. Make sure you reinforce the time that they will be in the office and what forms to bring if they need to do any of them before coming into the office.
5. Make sure that they know where the office is located and the time that they are now scheduled for. Also let them know th enumber again if they need to cancel their appointment.
Group 8 meet to discuss this topic over family dinner.
1. Have the employee smile each time they answer the phone. They will say " Thank you for calling -----chiropractic office, how may I help you today?"
ReplyDelete2. Be focused on listening to the patient and be polite at all times, even if the patient is upset.
3. Record any information that the patient wishes to convey to the doctor. Make sure to get a full name, number, and time at which it would be easiest to reach the patient.
4. If it is for scheduling, make sure to try and fit the patient in at their first choice for time. If that is not possible, they should apologize for the inconvenience and continue to try and schedule the patient until a suitable day and time is arranged.
5. Before ending the conversation, the employee should confirm that the patient knows where the office is and where available parking is. The receptionist should also confirm with the patient that they know the correct day and time that their appointment is. The receptionist should end the conversation with saying, "Have a good day and we look forward to seeing you on -----."