New Patient Waitlist Registration & Follow-Up Script

When 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 Are Full (New Patient Inquiry)

“All provider panels are full at this time. We are working hard to onboard providers that meet the needs of our community.

I can take down your information, get you registered, and add you to our waitlist if you’d like?

Just so you're aware, I do not have an estimated timeframe for when you'll be moved off the waitlist, but we’ll reach out as soon as an opening becomes available.”

When a Caller Asks About Their Current Status on the Waitlist

“I can confirm your information is up to date on our waitlist and we will be in touch with you once you are able to be scheduled.

We are unable to give you an estimate of how long it will be before we are able to get you scheduled. We do apologize for the wait, and we hope to schedule you as soon as openings become available.”

When a Caller Asks for Their Position on the Waitlist

“I am unable to see where you are in the waiting list but can confirm all your information is correct and someone will be in touch once you are able to be scheduled.”

Reminders for Staff:

• Avoid making promises about timelines or specific positions.

• Confirm the patient’s contact info is accurate when speaking with them.

• Escalate any special concerns to the clinic manager.

6/5/25