Various scripts for medical call centers

Here are some callcenter / frontdesk calling scripts that worked well for me to increase patient visit volumes. Use them, customize them.

Categorized as Marketing

I typically run various different campaigns to generate more patient visit volumes. Here’s a partial list of campaigns that worked well for me.

I always use a medical call center BPO to run these campaigns. Below are some calling scripts that worked well for me and the teams I have worked with.

Script to reappoint cancelled patients

“Hello, I am calling from <your practice name>. Can I speak with… “

Then usual “how are you doing/feeling etc “

…small chat as usual.. ..

Well, I’m calling because we had to cancel your appt recently and upon reviewing your chart, our doctor recommended that we set up a video call with you and our doctor. This will help our doctor determine your care plan.”

OR, if the patient had cancelled themselves. Start with the same stuff as above. Add this instead

Our clinical team looked at why you had needed the appointment in the first place. They feel that you should definitely have us look at it further. This will help us possibly figure out the underlying cause. We don’t want to let that recur later on. Have you seen a doctor for this yet?

Script to reappoint no-show patients

“Hello, I am calling from <your practice name>. Can I speak with… “

Then usual “how are you doing/feeling etc “

Our clinical team noticed that you had missed your appointment on <date/time>. Are you OK? What happened?

What I find out is that many patients were a no-show or cancelled due to work reasons. Being able to do a televisit allows them to not have to travel and not have to take time off of work. This way, you at least retain the patient.

Of course, if the patient wants to come in to the office, you don’t decline the appointment. The most important thing to keep in mind is that the next appointment should be ASAP – not 2 weeks away. If that requires a televisit appointment, so be it.

Our clinical team looked at why you had needed the appointment in the first place. They feel that you should definitely have us look at it further. This will help us possibly figure out the underlying cause. We don’t want to let that recur later on. Is a video call easier for you?

Script to convert follow up appointments to televisit

Start calling patients with future appointments to see if they would be better served by staying at home and offer them telehealth services.

I started doing this because during COVID, my “in-office” appointments were at a premium.

“Hello, I am calling from <your practice name>. Can I speak with… “

Then usual “how are you doing/feeling etc “

…small chat as usual.. ..

Well, I’m calling because you have an upcoming appt on < date time > and upon reviewing your chart, our doctor recommended that we set up a video call with you and our doctor. This will help us determine your care plan and next steps..”

Do keep in mind that when you are doing televisits, you cannot run most tests on a patient. For this, you need to have in office visits.

For some preventive care/maintenance visits, my patient contact center team works with our customers’ providers to identify patients that can be served via televisits.

They, then call those patients and offer them televisits. Patient is happy and we free up our office space for higher revenue generating visits.

Prepare your script for community outreach

“Hello, I am calling from <your practice name>. Can I speak with… “

Then usual “how are you doing/feeling etc “ …small chat as usual.. ..

I am calling people in our neighborhood to let them know how we can be of service.

Remember, you are just introducing yourself and don’t expect an appointment.

Just wanted to let you know that help people that are facing issues with their <add some chief complaints here>. Our doctors are available to see patients via video calls as well. If you know of someone that needs help related to <your specialty>, could you please let me know?”

… answer questions etc etc.. 

The goal here is NOT to have the patient make an appointment with your provider, but rather, to be aware of your service offering.

So, while the patient is on the call with your agent, use this script to get the cell phone number of the patient.

“Why don’t I send you an SMS with our locations and phone numbers so you can forward it to friends and family?”

OR

“Sure, I can set you up with a video call appt with one of our eye doctors”

Script to prepare a patient for a televisit appointment

First, explain how a televisit works and what the patient should expect before, during and after the video visit.

“Cool. The way video calls with our doctors works is this. First, I will get you an appt date/time that works for you and our doctor.

Then I will send you an SMS with the appt confirmation. You will get a link where you can confirm your appointment, change or reschedule your appointment.. everything.

Of course, you can take the video call from your home computer or your phone. Either way. As long as there’s a camera, you’re good to go.

Next, our system will send you a reminder 30 mins before the appt and also 15 mins before your appt 

At the time of your appointment, the doctor will start the call and you’ll get an SMS with the link to the video call web page. You just click on the link, enter your mobile number, your DOB and the doctor will see you.

If you face ANY problems, just call us at <your practice phone number> and we will help you.

When your appt starts, the doctor will ask your the regular diagnostic questions, specific questions about your vision, your problem, examine you the best they can over the video and after that, they’ll recommend next steps”

… answer any other questions..

Prepare your billers / medical billing team 🙂

This is pretty crucial with just a few “gotchas” there.

Hopefully this guide helps you. Feel free to comment or share with colleagues.