New Referral

• Script: 
  • Opening Line: 
    "Hi, this is [scheduler name] with [practice name], calling for [patient name]. Is he/she available?" 
  • If No: 
    “Please have [patient name] call us back at [practice phone number] at their convenience. Thank you.”
  • If Yes: 
    "We received a referral from [doctor name] to schedule a [exam type]. We have availability as early as [provide next available appointment time]. Does that work for you?" 
• Call Cadence: 
  • Total Number of Calls: 3 attempts     
    • Call Schedule: 
      1. First attempt to schedule the appointment (initial call should be within 4 hours of receiving the referral) 
      2. Second attempt if no response 48 hours after first attempt 
      3. Third attempt if no response 48 hours after second attempt 
• Outbound Caller ID: 
  • Display Caller ID: The caller ID should mirror the practice phone number & name for recognition and trust. 

Cancelled Appointment

Script: 

Opening Line: 
"Hi, this is [scheduler name] with [practice name], calling to speak with [patient name]. Is he/she available?" 

If No: 
"Please have [patient name] call us back at [practice phone number] at their convenience. Thank you." 

If Yes: 
"I see that your previous appointment was canceled, and I’m calling to help get you back on our schedule for a [Exam Type]. We have availability as early as [Next Available Appointment Time]. Does that work for you?" 

• Cancelled Appt Call Cadence: 
• Total Number of Calls: 2 attempts  
  • Call Schedule: 
    1. First attempt to reschedule the appointment in 48 hours 
• Second attempt if no response to first attempt in 48 hours 
  • No Show Appt Call Cadence: 
    • Total Number of Calls: 2 attempts 
      • Call Schedule: 
        1. First attempt to reschedule the appointment (15 minutes past the  appointment time)
        2. Second attempt if no response to first attempt within 48 hours 
• Outbound Caller ID: 
  • Display Caller ID: The caller ID should mirror the practice phone number & name 
    for recognition and trust.