One way to ensure a consistent experience for callers to your practice is the use of standard telephone scripts. The Medical Group Management Association suggests two methods of scripting: (1) write the specific words to say and (2) provide an outline of key information.
In It's Your Call: Mastering the Telephones in Your Medical Practice, the authors suggest that you develop scripts for telephone call greeting and closure and for frequent scenarios, such a someone calling with a clinical question, to request a prescription, to ask for a copy of his or her medical record, to ask to speak to the physician, with a complaint, or to discuss a bill.
For more complex call types, an outline can guide your staff members in gathering and conveying all necessary information. Using an outline for appointment calls, for example, a staff member would instruct the patient on what to bring to the appointment and about any preparation needed, bring up any account balance due, give directions to the office, and the like.
If you have a practice website, answering frequently asked questions and providing common instructions on the site can reduce the number of calls coming in to your practice.
It's Your Call is available through the TMA Education Center.
Published March 11, 2015
TMA Practice E-Tips main page
Last Updated On
December 20, 2016