Southwest Care Center Call Flow
Established Patients
1. 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 the best phone number to reach you?"
2. Right Party Verification
"Can you verify your date of birth and address for me please?"
"Thank you."
"Do we need to make any updates to your account today?"
If yes, update demographics.
Insurance Verification
"Do you still have *Insurance Name*?"
If yes, run eligibility in Athena.
Required Checks
Review sticky notes
Review appointment history if applicable
3. Reason for Call
"What can I help you with today?"
"I understand you're needing assistance with ________. I'd be happy to help with that."
Refer to Call Type Matrix as needed.
4. Scheduling Appointments
"I see that you typically see *Provider Name* at our *Location* clinic. Is that correct?"
If scheduling a follow-up appointment:
"May I ask what the follow-up appointment is for?"
Document reason in Athena.
Scheduling Checklist
Review sticky notes
Review provider scheduling grid
Confirm visit type and appointment length
"I/WE want to get you seen as soon as possible. The next soonest I have *Date, Time, Location.* Would that work for you?"
If no:
Offer next available appointment
Ask what days or times work best
5. Rescheduling Appointments
"May I ask why you're needing to reschedule?"
If appropriate, offer telehealth options.
6. Appointment Confirmation
"I have you scheduled with *provider, location, at this time on this date*.
We do ask that you arrive at least 15 minutes early for to get properly checked in
Please bring:
Photo ID
Insurance card
You will receive appointment reminders by call, text, or email."
Provide clinic address if requested.
7. Additional Assistance
"Please remember to stop by the front desk after your appointment to schedule any recommended follow-up visits."
8. Self-Help (When Appropriate)
"Before I let you go, I wanted to let you know you can access your patient portal to:
View appointments
Message your care team
Pay bills
View medical records
Request prescription refills
Would you like assistance accessing your patient portal?"
9. Closing
"Are there any other questions I can assist you with today?"/ "Is there anything else I can help you with today?"
"Thank you for choosing Southwest Care Center. Have a wonderful day."
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
New Patients
1. 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 the best phone number to reach you?"
2. Determine New Patient Status (Check for chart in Athena)
"Have you been seen at Southwest Care Center before?"
If no:
"What type of care are you looking to receive?"
Scheduling Availability Check
Review provider scheduling grids
Verify which provider is accepting new patients
Determine preferred location
For Santa Fe area patients:
"Do you have a preferred clinic location?"
3. New Patient Registration
"May I verify the spelling of your full legal name?"
"May I have your date of birth?"
"May I have a good email address to place on file?"
"Would you like to receive appointment reminders by text message at this number?"
"Due to the type of services we offer, I do have to ask these next few questions; however, you may choose to decline to answer any of them. I do still need to proceed in asking."
Complete all required New Patient Checklist items and create account in Athena.
Insurance Information
"Do you happen to have your insurance card available?"
If Yes:
- Add insurance information to Athena.
- Verify insurance details are entered correctly.
If No: "No problem. Please be sure to bring your insurance card with you to your first appointment so we can get it added to your chart."
4. Required Checks
Review provider scheduling grid
Review scheduling requirements
Review sticky notes if chart already exists
"I understand you're looking to establish care for ________. I'd be happy to help with that."
5. Schedule Appointment
"I/WE want to get you seen as soon as possible. The next soonest I have *Date, Time, Location.* Would that work for you?"
If no:
Offer next available appointment
Ask what days or times work best
"I have you scheduled with *provider, location, at this time on this date*.
We do ask that you arrive at least 15 minutes early for to get properly checked in
Please bring:
Photo ID
Insurance card
You will receive appointment reminders by call, text, or email."
Provide clinic address if requested.
7. Additional Assistance
"Please remember to stop by the front desk after your appointment to schedule any recommended follow-up visits."
8. Closing
"Are there any other questions I can assist you with today?"/ "Is there anything else I can help you with today?"
"Thank you for choosing Southwest Care Center. Have a wonderful day."