Call Quality
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Southwest Care Center Call FlowEstablished Patients1. Greeting Branding"Thank you for calling Southwest Care Center. This is ________. May I have your first and last name, please?""Thank you, *Patient Name*. In case we get disconnected, may I verify th...
Handling Silent Calls from Patients:If you receive a call from a patient but do not hear anyone on the line, please make three attempts to establish communication before ending the call.First Attempt:"Thank you for calling Southwest Care Center. This is...
New Patient Waitlist Registration Follow-Up ScriptWhen to Use:A new patient is trying to establish care.A caller or existing patient is following up on their waitlist status.The caller asks for their specific position on the waitlist.When All Panels Ar...
Handling Calls on Behalf of a Patient If a caller is speaking on behalf of a patient, follow this process:Step 1: Verify Patient IdentitySay: "I do need to speak with the patient to verify their information."Once the patient has confirmed their informat...
Offering Self-Help to PatientsTools: southwestcare.org Athena Patient Portal AppPurpose: Empower patients to manage their care independently and conveniently.When to Offer Self-HelpProvide self-help options when patients call about:Paying billsMessagin...
IVR Callback Ports GuideUsing the Callback System:Press 1 – Listen to the message:This allows you to gather the patient's information and understand the reason for their call.Begin looking up the patient while listening.Press 2 – Connect to the call:Thi...