CSR Training Manual

SCRIPT INFO FOR MAKING CONFIRMATION CALLS
During the Confirmation Call - Use the Call to Gain Information
Confirm the following information:
calls provide critical intelligence for the daily plan and assist the care
team in maximizing efficiency during the client visit. For highest impact,
confirmation calls require planning and must be done on a consistent
basis. If a patient does not want to confirm and needs to change an
appointment, reschedule them immediately while they are on the phone.
You’ll never have
a product or price
advantage again.
They can be easily
duplicated, but a
strong customer
service culture can’t
be copied.
~ Jerry Fritz
• Appointment date and time still works for the patient by asking
specifically and directly (e.g., have the patient state his/her intention
to keep the appointment).
• Update demographic data, phone, email, mailing addresses
• Patient knows how to cancel appointment and what number to call
if he/she needs to cancel or will be late. What happens if patient is
late?
• The patient’s expectation of the visit. Will the patient require
additional services? Will he/she need to have forms filled out? Are
prescription refills needed?
• Pre-ordered labs/imaging tests/referral appointments have been
completed, if required, for the visit.
• The patient knows where to go for the visit.
Communicate:
• The purpose for the visit and the importance of keeping the
appointment.
• The best way to cancel the appointment if the patient cannot make
the appointment.
• Whether the patient should expect a co-payment at the time of the
visit.
Key points when making confirmation appointment calls
In the world of
Internet Customer
Service, it’s important
to remember your
competitor is only one
mouse click away.
~ Doug Warner
Review the details of the appointment.
• Confirm that appointment date, time and address still works for the
client by asking specifically and directly (e.g., have the client state
his/her intention to keep the appointment).
• Review the purpose of the visit and the importance of keeping the
appointment. Determine other needs for the upcoming appointment
by stating “I see that the purpose of your appointment with X is
________ ; is there anything else that you will need during this
appointment? (e.g., medication refills, forms completed)”. Document
these needs on the schedule.
• Advise whether the client should expect a co-payment at the time of
the visit and ask them to bring a copy of their insurance card.
• Confirm the client’s address/phone number by asking the client to
“please confirm your mailing address, email address and the best
telephone number to reach you”.
• Ensure that the client knows how to cancel the appointment and
what number to call if he/she needs to cancel or will be late. “If you
are running late or need to cancel or reschedule (even on the day
of your scheduled appointment), please call me at ________ and I
will reschedule you. Cancellations are used to fit in other clients that
may need immediate care.”
• Remind the client that there is a 24 hour notice of cancellation
requirement and state the cancellation fee of $25.00 if the proper
notice is not given, unless of course there is an emergency situation
which the client would need to advise.
1. Introduction & commitment to keep appointment.
2. Determine status of pre-ordered services or the need for refills, etc.
3. Recap why you’re calling and what information the client/patient
needs to know (how to cancel or reschedule appt. and the location
of the appointment).
4. Review co-payment requirements, if necessary.
5. Review any pre-visit instructions, if necessary (Ex. Remind client to
bring in their list of medications).
Call Length
Many clients still prefer a phone call over a text message or email. The
data shows they like these calls to be short and sweet. Keep your call
scripts simple and to the point. Patients tend to stop listening after around
45 seconds.
• End the confirmation call by asking the client if they have any further
questions and let the client know that we look forward to seeing
them!
Take the time to develop your own script. Maybe start with something
like this:
Call Window
“Hello Mrs. Jones. This is Mary at SMA Healthcare with your
courtesy
reminder call. Our schedule indicates that we have reserved
an appointment for you on Wednesday, May 10, at 9 a.m. at
our ______location. We’re looking forward to seeing you then!
Please remember that we have reserved this time for you and
we’re relying on you to be there. If you are unable to keep this
appointment, please contact me at ______.
Guide to Appointment Confirmation Calls
A well-executed confirmation call process supports and builds
relationships between clients and the care team. In addition, confirmation
Different modes of communication have different approaches to optimize
response. Phone call response rate increases at certain times of the day.
Patients are most responsive to phone calls at 4:00 p.m. Although, 5:00
p.m., 3:00 p.m., and 9:00 a.m. are also good times to call. Calling during
lunch hours is likely a waste of time.
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CSR TRAINING MANUAL