Basic Phone Expectations

A lot of people will have their first interaction with the office on the telephone.  It is important that we are knowledgeable and helpful in addressing questions and scheduling. 

Phone Answer – “Keith and Associates, this is Ashley.  How can I help you?” – do not answer the phone if you are not ready to interact with patient immediately. 

Our goal should be to get the patient to schedule. We don’t need to answer all their questions on the phone. In fact there is no way we can know whats going on without seeing them. Listen to their chief complaint, empathize with them, and get them on the schedule.

If patient claims to have been seen in our office, pull up their chart and READ ABOUT THEIR LAST VISIT.  Do not guess where they are in a process, do not assume that the patient knows what they are talking about.  It is important for consistency of experience that the front office is delivering the same information the patient discussed with the provider team.