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Script
1.- Greeting
Hello my name is (Agent's name), __________ and I'm calling from [Practice name] on behalf of Dr. ________ (pause, wait for the patient to remember the provider). May I speak with (Patients Name) You are overdue for a procedure and I am calling today to help you schedule the appointment. Once the patient accepts to make the appointment > before I continue, I need to confirm that I’m speaking with the right person, can I have your Date of Birth please?
Please know this call is being monitored and recorded for quality and training purposes.
- “It’s been some time since we last saw you and we need to validate your information”:
A. Are you still residing at____?
B. I have listed the following phone numbers, what is your preferred contact number?
C. Is your email address? ________.
Provide patient portal´s benefits:
- Send messages to the practice without being on hold.
- You will be able to update your profile.
- Check some of your labs.
D. Would you like to add a support person to your file? What’s the relationship? What’s his/her phone number? Is it mobile, home or work number?
E. Is Dr._________ still your Primary Care Physician (PCP).?
May I please have your Primary Care physician´s name? (When is empty)
F. Are you still visiting the pharmacy____ on ___ (provide the street name) ___?
May I please have the name of the pharmacy you visit? (When is empty)
- Insurance
If it is not empty, validate the information with the patient. (CHECK ELIGIBILITY)
“We have the following Insurance(s) on file”, read Coverage type and Insurance name. If it is the same, ask the patient to confirm
Policy/Member ID & Group ID/Number.
If it is empty or the patient has new Insurance information:
- May I please have the name of your insurance?
- Who is the policyholder?
- May I please have the member ID number?
- Can I have the group number?
- Which is the effective date? (CHECK ELIGIBILITY)
“Now I need to ask you a few questions about your health to determine if we can schedule the procedure or if the Dr. needs to see you at the office first”.
- PPQ
May I please have an estimate of your height and weight”? -- is to determine BMI, do not tell this to the patient.
If is an Office Visit:
“I will schedule an office visit based on the answers that you provided me. The Dr. will determine when to schedule the colonoscopy if he still feels it is appropriate.”
If is a procedure:
“Thank you for providing me with this information. Now we can go ahead and schedule your colonoscopy or EGD.”
Rebuttals
If patient says they are not interested in scheduling a Colonoscopy:
If they have a history of adenomatous or tubular adenoma colon polyps:
- Anyone with a history of colon polyps will grow more polyps. Colonoscopy will allow for the removal of these pre-cancerous lesions and prevent colon cancer. “
Colon polyps often don't cause symptoms.
- It's important to have regular screening tests, such as colonoscopy, because colon polyps found in the early stages can usually be removed safely and completely. The best prevention for colon cancer is regular screening for polyps.
If they have chronic ulcerative colitis (CUC):
The chronic inflammation in your colon puts you at an increased risk for colon cancer. Colonoscopy with multiple biopsies taken around the colon will detect abnormal cells early before they turn to cancer.
If they have Crohn’s disease:
“Colonoscopy is necessary to determine disease activity so your doctor can be sure you are on the right medication and to screen for colon cancer. “
If patient says they are not interested in scheduling an EGD:
- If they have Barrett’s esophagus:
“ You have a condition in your esophagus that puts you at an increased risk for esophageal cancer. Monitoring the cells at the bottom of your esophagus is the only way to prevent esophageal cancer. “
- If they have liver disease:
“You are at risk for enlarged veins in your esophagus. Monitoring will help us put you on the right medication to prevent bleeding from your esophagus which can be life threatening. “
- If they have recent gastric or duodenal ulcer: “The procedure is necessary to make sure your ulcers heal and doesn’t continue to worsen and put you at risk for bleeding. “
If the patient says that don’t want to schedule at this time:
The reason we are calling is because we are not trying to schedule right away.
Our main purpose is to save a slot for you in -----------or maybe end of ------------.
